Key Performance Indicator (KPI) Dashboard

Monitoring the operational flow requires a robust Key Performance Indicator (KPI) Dashboard that provides real-time, actionable insights across three core domains: Quality & Compliance, Operational Efficiency, and Financial Health.

This dashboard is the leadership's primary tool to ensure the homecare service meets Saudi regulatory standards (MOH/CBAHI) and remains profitable.

📊 N-CARE HOMECARE KPI Dashboard

1. Quality & Compliance (Focus: Patient Safety and Standards)

These metrics measure the effectiveness and adherence to the clinical protocols and regulatory requirements, which are crucial for maintaining licensure and earning patient trust.

KPI	Formula/Definition	Target Range	Insight Gained
Medication Error Rate	(Total documented medication errors / Total medication doses administered) $\times 100$	< 1%	Patient Safety: High rate indicates gaps in caregiver training, documentation, or medication reconciliation process.
Timely Documentation Rate	(Visits with completed/signed notes within 24 hours / Total visits) $\times 100$	> 98%	Compliance/Clinical Handoff: Essential for continuity of care and avoiding delays in billing or clinical review.
Hospital Readmission Rate (30-Day)	(Patients readmitted within 30 days of discharge / Total discharges) $\times 100$	< 5%	Care Effectiveness: The ultimate measure of whether the homecare provided successfully prevented a deterioration of the patient's condition.
Patient Satisfaction Score (NPS)	Net Promoter Score (Promoters - Detractors) based on periodic surveys.	> +50	Service Quality: Reflects the patient's perception of caregiver professionalism, communication, and overall experience.
Incidents/Complaints Rate	(Total reported incidents or complaints / Total patient days) $\times 1,000$	Low and Decreasing	Risk Management: Identifies systemic issues or specific caregivers needing corrective action/training.

2. Operational Efficiency (Focus: Utilization and Logistics)

These metrics track how efficiently the staff and resources are being utilized in the field, which directly impacts the cost of delivering care.

KPI	Formula/Definition	Target Range	Insight Gained
On-Time Arrival Rate	(Visits with GPS check-in within $\pm 10$ minutes of scheduled time / Total visits) $\times 100$	> 95%	Reliability & Scheduling: Measures the accuracy of the scheduling system and caregiver adherence to the route plan.
Scheduled-Not-Completed Rate	(Total visits scheduled but not completed / Total visits scheduled) $\times 100$	< 2%	Operational Control: High rate indicates issues with staff no-shows, patient cancellations, or scheduling errors.
Caregiver Utilization Rate	(Total Billable Hours / Total Available Hours) $\times 100$	65% - 80%	Staffing Efficiency: Balances caregiver workload and ensures optimal productivity without risking burnout.
Travel Time as % of Visit Time	(Total Travel Time / Total Visit Time) $\times 100$	Low and Decreasing	Route Optimization: Measures the effectiveness of the scheduling software's route planning and cost control.
Caregiver Turnover Rate	(Number of separating staff / Average number of staff) $\times 100$	< Industry Average	Staff Retention: High turnover costs the company significantly in recruitment, training, and impacts care continuity.

3. Financial Health (Focus: Revenue Cycle and Cost)

These metrics ensure the business is collecting revenue efficiently and managing costs effectively.

KPI	Formula/Definition	Target Range	Insight Gained
Days Sales Outstanding (DSO)	(Accounts Receivable / Total Credit Sales) $\times$ Number of Days	< 45 Days	Cash Flow: Measures the average time it takes to collect payment after services are rendered. Lower is better.
Claims Denial Rate	(Number of claims denied / Total claims submitted) $\times 100$	< 5%	RCM Effectiveness: High rate signals issues in claim submission, coding, or pre-authorization processes (especially important with Saudi insurance payers).
Revenue Per Visit (RPV)	Total Revenue / Total Visits	Above Cost per Visit	Pricing & Reimbursement: Ensures the revenue generated from each visit covers its cost and contributes to profit.
Cost Per Visit (CPV)	(Total Direct and Indirect Costs / Total Visits)	Monitored Monthly	Cost Control: Tracks the average expense of delivering a single unit of service, crucial for profitability analysis.

These KPIs, aggregated onto a single dashboard and reviewed weekly by management, provide the data necessary to make immediate course corrections, such as retraining staff, optimizing routes, or correcting billing submission procedures.