What this means for your practice
Define the unit, exclusions, time period and source for each measure before designing the dashboard. Keep business outcomes separate from activity counts.
An example to discuss with your team
Recalculate a sample manually using the written definition and compare it with the dashboard.
What to ask before you choose
Illustrative example: three new enquiry cases arrive during one week. Case A sends an initial message and a follow-up; case B sends one message; case C sends an initial message and a duplicate. That is five messages but three new cases, once the duplicate is confirmed. A report labelled Messages received should show five. A report labelled New enquiry cases should show three. Neither number tells you how many were suitable enquiries or led to a booking.
Write the chosen definition beside your own report: what is counted, the date used, the source and how follow-ups, confirmed duplicates and reopened cases are handled. Apply it to a small authorised sample before accepting the dashboard. Do not copy the example's duplicate decision automatically; your team must establish whether two real submissions are the same case.
Write definitions a colleague can apply
For each important number, explain what is counted, what is excluded, where it comes from and which date puts it in a reporting period. Use a small worked example so someone who did not design the report can follow the calculation. Keep the explanation available from the dashboard or its supporting notes.
An enquiry total might count messages, people or cases, depending on the question the practice wants to answer. Include a new request, a follow-up message, a duplicate and a reopened case in the demonstration. Agree how each affects the number before comparing two reports. If the definition changes, explain the effect on earlier comparisons rather than letting a changed rule look like a sudden change in business activity. Give the measure an owner who can answer questions and approve updates. When figures disagree, compare these definitions first; the difference may be intentional and understandable, rather than evidence that one supplier's software is broken.
How to check the result
Count discrepancies requiring a definition change.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
Need help with this?
Tell us what is getting in the way. Kay & Co. can help you understand the options and turn the next step into something that works for your practice.
Explore software & apps services or discuss your project.
Try the free Healthcare Digital Planner to find your starting priority.