Patient satisfaction is a lagging indicator. By the time it moves, the thing that caused it happened weeks ago and has probably happened to a hundred other people. So we run the operation on a handful of leading numbers instead — the ones that predict a bad visit before it becomes one.
Arrival inside the window
We commit to a window, not a time, and we measure how often we land inside it. Being early is also a miss: arriving forty minutes before an eighty-year-old expected you is not a favour. When this number slips, it is almost always route density rather than individual clinicians, which means the fix belongs to scheduling.
Sample rejection rate
The percentage of samples a lab cannot process. Every rejection means a patient gets called back for a second draw, which is the single worst experience we can create. We audit each one against route, handler and stage, and treat a rising rate as an operational emergency rather than a statistic.
Time to first human contact
Measured from form submission to a coordinator actually speaking to the patient — not to an automated acknowledgement. We publish 24 hours and we track the tail, because an average of six hours hides the person who waited thirty-one.
Averages are comfortable. The tail is where your reputation is actually decided.
The number we like least
Recommended-but-declined tests. When a clinician suggests something and the patient says no, we record why. A high rate could mean our prices are wrong, our explanations are unclear — or that we are recommending things people do not need. All three are worth knowing, and only one of them is flattering.
- Target time to first human contact
- < 24hTarget time to first human contact
- Arrival window we commit to
- ±30 minArrival window we commit to
- Rejected samples audited
- Every oneRejected samples audited
Want this discussed against your own numbers?
The first consultation is free. A physician reads your history, and a coordinator calls within 24 hours — no card, no obligation.
This article is general health information, not medical advice. It cannot account for your history, medications or symptoms. Always speak to a qualified clinician before changing anything about your treatment. In an emergency, call 112.