Why

Collecting baseline metrics at the start of your PKB rollout is crucial to determining whether PKB meets your goals. These metrics can help you evaluate the impact of PKB on your selected pathway and understand whether it's driving improvements.

Consider why your organisation is using PKB in this pathway. Are you aiming for cost savings, time efficiency, improved patient outcomes or satisfaction, or enhancing team productivity? Perhaps you're targeting a combination of these benefits. Defining these reasons upfront helps align your efforts with clear goals.

What

Establish clear goals, outcomes, and benefits to measure before and after implementing PKB. This will help assess whether PKB is achieving the intended benefits.

Start by reviewing your existing pathways. PKB can support redesigning these pathways, aligning with your organisation’s goals, and helping realise the benefits at both organisation and team levels. Gathering these metrics early ensures you can accurately track progress and improvements.

How

Gather metrics to support the pathway and data realised into PKB in order to achieve the benefits and outcomes set out in the business case. 

Below are some example metrics to gather and questions to ask the project team to support the benefit realisation process of rolling out PKB.

eMeet & Greet

Metrics

• The volume of calls/emails from patients seeking referral updates.

• Cost of paper and postage for referral letters.

• Current Did Not Attend (DNA) rates.

• Patient feedback after receiving digital letters.

• Admin costs of preparing referral letters (e.g., folding, printing).

Questions

• What is the current referral letter process? Are there additional potential cost savings?

• Will referral letters help register unregistered patients via SMS?

• Will they create a resource library for waiting patients (e.g., "Waiting Well"/prehab)?

• Are read receipts enabled for digital letters? Is a paper option available if not opened digitally?

• Will the auto-add-to-team feature be used, giving patients access to specialty library resources?

• How will advanced questionnaires be used to manage patient preferences and optimize waitlists?

Appointment Letters in Events and Messages

Metrics

• Cost of paper and postage for appointment letters.

• The number of calls about appointment details.

• DNA rates due to delays in postal appointment letters.

• Patient feedback on receiving digital appointment letters.

• Automatic team assignment for patients.

Appointment in Diary Section

• Similar metrics as above.

Option to Cancel/Reschedule Appointments

Metrics

• Admin time saved by booking teams (measured post-go-live at 3, 6, and 12 months).

• Volume and length of calls compared to pre-go-live.

Questions

• What is the staff feedback? Is additional training needed?

• What communications were issued to support the go-live?

Waiting List Validation (WLV)

Metrics

• Number of calls/emails about appointment/waitlist updates.

• Admin time spent on calls and their duration.

• Current WLV numbers and goals/targets for the organisation.

• Number of patients waiting on surgical pathways.

• DNA rates and targets, including deadlines for improvement.

Questions

• Is the organisation planning to use PKB's shared decision-making tools in care plans?

• Will PKB be used in prehab pathways with early assessment questionnaires?

Additional Clinical Correspondence

Metrics

• Costs of paper and postage for letters.

• Admin costs for preparing letters.

• Any phone calls related to this correspondence.

Question

• What is the current correspondence process, and how can it be improved for cost savings?

DNA Advanced Questionnaire (AQ) for Missed Appointments

Metrics

• Current DNA rates

• Organisation goals for improvement.

• Does the organisation know why the rates are high?

• Where is the pain point?

Questions

• How will Advanced Questionnaires be used for missed appointments?

• What features in PKB will be used to reduce DNAs?

• What data feeds are live?

Electronic Discharge Notice

Metrics

• Paper and admin costs for discharge notices before PKB.

• Number of complaints due to patients not receiving discharge notices.

• Metrics on patients returning to the hospital due to not receiving discharge notices.

Questions

• What was the process for delivering discharge notices before PKB?

• Why did the organisation decide to send these to PKB? Are there specific goals such as cost savings, improved outcomes, or patient satisfaction?