# Performance review — Healthcare

The performance review with the columns a provider needs: every line read on attended appointments rather than enquiries, capacity for the period stated beside the result, and causes that include the two things advertising does not control — availability and how enquiries were answered.

Everything else is the general review, unchanged. Planned from the plan, variance separated from cause, cause held to evidence, one decision with one owner and a date.

## How to use it

1. Copy this file, or the CSV version if you would rather work in a sheet.
2. Take the planned figures from the plan, not from memory.
3. Write one row per line the plan had, including the ones that went as expected.
4. Separate the variance from the cause, and the cause from the decision.
5. Where a cause is not known, write that instead of a plausible story.
6. Give every decision an owner and a next review date, in the room.
7. Keep the finished reviews: a year of them answers questions no single one can.

## The columns

**Period** (Text). The window being reviewed, with its dates, and any practitioner change inside it. A month spanning a departure describes two different practices.

**Line reviewed** (Text). The service line and location being reviewed, matching the plan. Two services in one row produce a cost per appointment that describes neither and hides the one that is struggling.

**Planned spend** (Integer). What the plan said this service would spend, in minor units, taken from the plan rather than recalculated.

**Actual spend** (Integer). What was actually spent, in the same units and currency as the plan. Where weight was moved mid-period because the book filled, that is an intended variance and the cause column should say so.

**Planned result** (Text). The primary metric and target from the plan, which should be a cost per attended appointment wherever the practice management system records attendance.

**Actual result** (Text). What it produced, from the practice management system rather than the platform, over a window long enough for the appointments to have happened.

**Variance** (Text). The difference on spend and on result, with availability across the period stated beside it. A line that ran while the book was full will show a poor result through no fault of the advertising.

**Cause** (Text). Why, as far as the evidence supports. Two causes come before the campaign: availability, and how quickly enquiries were answered. Neither appears anywhere in a platform's reporting.

**Evidence** (Text). The export, the availability record with its dates, and the response-time data where the practice keeps it. Where response times are not recorded, that absence is the finding.

**Decision** (Text). Continue, move the weight, fix the handling, or investigate. Fixing the handling is a decision for the practice rather than for marketing, and it still belongs in this document with a name against it.

**Owner** (Text). Who carries the decision, by name, and several rows here will be owned by the practice manager or reception rather than by whoever runs the advertising.

**Next review** (Date (YYYY-MM-DD)). When this row is looked at again, far enough ahead that the appointments from any change have actually happened, which is usually four weeks rather than one.

**Notes** (Text). What the next reader needs: the practitioner on leave, the wait that grew, the seasonal pattern this service follows, the week reception was short-staffed.

## The performance review

| Period | Line reviewed | Planned spend | Actual spend | Planned result | Actual result | Variance | Cause | Evidence | Decision | Owner | Next review | Notes |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |
|   |   |   |   |   |   |   |   |   |   |   |   |   |

## Before you commit it

- Every row is read on attended appointments where the system records them.
- Availability across the period is stated beside the result.
- Enquiry response times are recorded as a cause where they moved.
- Practitioner changes during the period are recorded with dates.
- Variance, cause and decision are in separate columns.
- Every decision has an owner by name and a next review date.
- Referrer lines are reviewed separately from patient lines.