Increasing patient satisfaction with data-driven OKRs: How Novemcore supported a hospital
Novemcore improves patient satisfaction in a hospital through OKR-based KPI optimization with Power BI: 33% shorter waiting times, 15% higher satisfaction, 20% more positive feedback. How data-driven control makes the difference!
Customer's situation
A medium-sized MVZ and hospital faced the challenge of sustainably improving patient satisfaction. Despite high investments in service quality and treatment methods, precise, data-based control mechanisms were missing.
Long waiting times: Patients complained about delays in scheduling appointments and treatment.
Unclear metrics for success: There was no consistent measurement of patient satisfaction.
Lack of data integration: Relevant information was distributed in different systems and difficult to evaluate.
In order to specifically optimize service quality, a structured Objectives-Key-Results (OKR) strategy was needed that is based on measurable KPIs and visualized in a Power BI dashboard.
Novemcore's work
Novemcore developed a comprehensive KPI and OKR framework to specifically improve the patient experience:
Definition of relevant OKRs & KPIs: Conducting workshops with clinic management and medical staff to identify business-critical success metrics.
Determination of measurable Objectives & Key Results (OKRs) that were directly linked to the KPIs: Objective: Improve patient satisfaction by 15% within six months.
Key Result 1: Reduction of the average waiting time from 30 to 15 minutes.
Key Result 2: Increase positive feedback from patient surveys by 20%.
Technical implementation and dashboard development: Building a Microsoft Power BI dashboard with data connection to evaluate data on waiting time and patient satisfaction in real time.
Development of an interactive KPI dashboard that provides medical staff and management with the relevant metrics.
Setting up automated reports that visualize monthly progress of the OKRs and show the need for action.
Data-driven optimization & continuous monitoring: Ongoing analysis of patient feedback and waiting times to identify bottlenecks.
Integration of an automated warning system that provides early warning of bottlenecks in patient care.
Results for the customer
By combining OKRs, Microsoft Power BI dashboards and data-driven monitoring, the company was able to achieve significant success:
15% higher patient satisfaction within half a year.
33% shorter waiting times as appointment and treatment processes have been optimized.
20% more positive feedback in patient surveys.
Real-time KPIs for all management levels to accelerate data-based decisions.
Through data-driven control in Power BI, the healthcare company was able to optimize its patient service while making internal processes more efficient.
Conclusion
With the support of Novemcore, the healthcare company was able to significantly increase its patient satisfaction and anchor data-based decisions in everyday clinical practice. The combination of OKR frameworks, KPI dashboards and real-time monitoring with Power BI shows how modern companies can specifically optimize their service quality and achieve sustainable improvements.