Examples of goals and KPI metrics for digital health projects

Planning to launch a symptom checker or patient-intake tool and looking for the right KPIs? Here are some ideas based on the most common business goals.

Improving patient routing

This goal seeks to optimize the healthcare route that was recommended to a patient based on their initial symptoms. It is often chosen by healthcare providers or insurance companies to help avoid unnecessary visits, either with physicians whose specialty doesn’t fit the problem or in cases when self-care would be sufficient. This goal also promotes better management of services and cost optimization.

For this aim, symptom checkers can be used to assess patients’ symptoms, triage them, and suggest an appropriate direction of care. Outcomes that can be measured include:

  • Triage accuracy
  • Conversion rate
  • Overall patient satisfaction (user rating, user feedback)
  • Number of visits
  • Type of visits (in-person, video consultation, etc.)

Increasing new users

This is also called lead generation. An organization providing health-related services can attract new users with a free-of-charge symptom-checking tool that seamlessly connects with their offer.

This goal can be measured by the following:

  • Number of new users
  • Conversion rate at the end of the interview
  • Number of visits that result in appointment booking

Growing traffic

This is a crucial metric for all sorts of organizations. You can attract new users or improve the engagement of existing ones, which positively affects the tool’s customer lifetime value.

Digital tools based on Infermedica technologies can be connected with popular analytics tools. Use them to observe changes in:

  • General traffic
  • Unique visitors
  • Average time spent on pages
  • Conversions

Improving user experience

Better patient experiences and higher satisfaction levels usually translate to more time spent on the platform and a higher probability of converting. Happy users will return to your services and invite others.

Analyze the user experience with metrics like:

  • Overall patient satisfaction (user rating, user feedback)
  • Utilization rate
  • Dropout rate
  • Time spent on the platform
  • Dedicated user experience tests that will tell you where you can make improvements

Personalizing your offer to the user’s behavior

Symptom checkers learn about user needs by analyzing user profiles. The basic analytics tools provided by Infermedica Triage display patient demographics (age, gender) as well as the most common symptoms and conditions.

This data can be used to propose dedicated offers to patients with specific conditions, for example, irritable bowel syndrome or migraine. You can learn more about the collected data in this report.

Decreasing physician burnout

If your goal is to support medical staff in their daily work and help them focus more on patients, you can adopt a symptom checker to collect initial patient data and share it with a physician. This is done by integrating tools like Infermedica Triage or Intake with your EHR.

Measure the effectiveness of this tool with:

  • Physician satisfaction levels
  • Time spent on paperwork
  • Overall patient satisfaction
  • Quality of EHR data

Optimizing the triage process

Hospitals, clinics, and even telemedicine platforms want to triage their patients as quickly and accurately as possible and direct them to the right services. They’re looking for solutions that provide the best care without increasing costs. 

You can measure the effectiveness of a symptom checker in aiding the triage process by comparing:

  • Symptom checker-generated triage level vs. the nurse’s decision
  • Symptom checker-generated initial symptom check vs. the doctor’s diagnosis
  • Time spent on the initial symptom check performed by the symptom checker vs. the healthcare worker

Ensuring the right patients see a specialist

Businesses like telemedicine platforms want to increase visits with the right specialists while decreasing unnecessary visits. Implementing one of these solutions can effectively connect patients with doctors based on their initial symptom check and triage level. Many of our clients opt for additional integration to allow them to book an appointment with a physician at the end of the interview. 

You can measure this goal with: 

  • Physician satisfaction
  • Triage accuracy
  • Number of appointments booked at the end of the interview
  • Utilization rate
  • Adoption rate
  • Triage statistics
  • Specialist recommender statistics
  • Differences in the intended vs. actual user action

Strengthening the company’s position in the market

With the fast growth of technology, many businesses decide to implement solutions based on artificial intelligence to become leaders in their field. This innovative approach strengthens a company’s position in the market and sets an example for other businesses. 

Comparing the results from before and after implementing the solution is helpful. You can focus on metrics like: 

  • Search engine positioning
  • Stock market price
  • Business rankings

Empowering patients to take better care

Different companies set different goals and objectives and therefore require different KPIs. But the common missions of health-connected businesses are to make healthcare more accessible and empower people worldwide to take better care of themselves. These companies listen to people and create easy-to-use solutions that are adjusted to their users’ needs.

Track the success of this goal by measuring: 

  • Number of page visits
  • Number of finished interviews
  • Overall patient satisfaction

AKw, NBo