From Analytics to Execution

Embedding Analytics into the Business

ONE OF THE MAIN OBJECTIVES of the Analytic Dashboards is to increase the transparency of information such that managers within the company, from office managers up to senior leaders, are analyzing the same information to make decisions. Aligned with the same information, leaders can move quickly to help offices determine the top levers that have an outsize impact on results. However, the dashboards are only effective to the extent that they 1) are embedded in business processes and 2) are frequently used.

Our dashboards are KPI focused. KPIs are the metrics that we have proven to have high levels of correlation with office success. How do we know the KPIs matter? First, through statistical analysis, we confirmed that KPIs explain at least 75% of the appointment creation throughout the company. Second, by mapping KPIs along the timeline of a patient visit. The exhibit to the right displays the major milestones in a patient visit in blue, from the initial appointment creation to the completion of the visit and scheduling of the next appointment (i.e. the “walkout appointment”). Note how the KPIs (italicized and boxed in white) underpin nearly every major point in the patient experience. Without the KPIs, the patient experience grinds to a halt. For example, if we have a significant call volume, but have difficulty answering the phone, we miss opportunities to create appointments and fill schedules. This results in fewer visits, fewer diagnoses, less treatment, and fewer created future appointments. This can create a cycle that is difficult to break and can hinder office performance for months. Conversely, favorable KPI performance can create a self-reinforcing cycle that improves future results, by scheduling more patients who then schedule more follow-up appointments in the future.

We have embedded KPIs in the business in these ways:

1 We developed a forecast which correlates KPIs with business results to determine which KPIs are most important

2 We built the Consolidated KPI Dashboard, which summarizes the most important KPIs to Office Managers daily

3 We used the KPIs to help set the budget beginning in 2021

Matt Thiel Vice President, Analytics & Revenue Programs

Ally Since 2019

4 We embedded the KPIs into the office incentive compensation program beginning in 2022

5 We plan to build off of this progress in setting 2023 goals

Of course, the impact of the KPIs and dashboards is directly related to the extent they are reviewed regularly and integrated into the management of the business. I’m happy to report that dashboard usage is strong, with 59% of users signing in over the past month and 85,000 views over the past six months. However, there is always room for improvement, as our business is both complicated and quickly changing at the same time. As a result, it is important to monitor KPIs regularly and communicate progress throughout the office.

How can you engage with analytics?

Providers

Talk with the Office Manager about key metrics. Is your schedule full? Are a high number of patients canceling? What can be done to improve these metrics? Talk with your Dental Director or Hygiene Coach about providerlevel analytics.

Analytics Usage:

Office Staff

Ask about your office’s metrics. Which metrics are performing well? Where are the opportunities for improvement? What can you do to help?

Office Managers

Watch the training video for the Consolidated KPI Dashboard. Use the dashboards as a guide for conversations with your RM, and ask for help/guidance as needed.

In conclusion, the objective of the analytic dashboards is to simplify the business by focusing only on the most important KPIs that impact results. Additionally, the dashboards increase information transparency to align users throughout the organization around a single version of the truth. I believe the usage of analytics can make everyone’s job easier, provide more time to focus on the patient experience, and at the same time continually improve DCA’s operational performance.

30 Current Number of Dashboards Number of Daily Subscription Emails to Users

85,000 % of Users Accessing Dashboards Last Month

1,300 Number of Dashboard Views Over the Last Six Months