Appointment Workflow Compliance Report

Generate and interpret this report to track statistics on how well your practice has kept to the configured Appointment Workflow.

This report is part of the Practice Management category group and it has the following description: "Review number and percentage of appointments completing the required workflow with failures reported by workflow actions, users and patients."

Tip: Use the Preview feature for a quick on-screen view of the report.

Report requirements

The report will only be displayed in the reports list when the Appointment Workflow feature is enabled.
It requires an historical audit trail (actions by participants) for data.

Report features

It can be

Set as a favourite for quick access.
Scheduled.
Previewed on the screen.
Printed.
Exported to .CSV format, which can then be viewed in spreadsheets such as Microsoft Excel.
Emailed.
Run per Location (if the practice uses Locations).

To generate the Appointment Workflow Compliance Report

Select Administration > Reports
Select Appointment Workflow Compliance from the list of reports:
After a few seconds the report configuration screen displays:
(If the practice uses Locations)
(If the practice uses Locations) Specify a Location.
This will cause the report to be run just for that Location.
You can repeat the reporting procedure for each Location.
Configure the fields, then select either Print, Preview, Email or Export.
Report format:

Report logic

Compliance is shown by the number and percentage of patients that unsuccessfully completed the actions in their departure list, split by each action line.

Failure to comply is reported where patients did not complete departure actions on that day.

The number of reported action items depends on

The practice setup in the configuration wizard and the items that were required to be completed per patient.
The remaining options are Mobile Number not Collected, Email Address not Collected and Custom Option not Completed.

Updates

From EXACT v11.3 SP3 the report includes figures for planned treatment online appointment booking. This is where a patient will not or cannot book further planned treatment while departing through reception, so the Receptionist issues a web page address for later patient online self-booking. Such planned treatment cases are technically "failures" to secure the booking in reception. An entry of "OLB Link Sent" displays against the failure for that Patient, along with the Total Count of "OLB Links Sent" which displays in the header of the report.
From EXACT v12.10 the report includes figures for Marketing Consent - where Receptionists are prompted (at Arrival and possibly also at Departure) to capture patient consent to the practice sending them marketing-related information.

IMPORTANT: Each appointment's actions are checked for completion on the same day as the appointment, so any action postponed to another day will be audited as incomplete / failed. For example, If the patient had an appointment on Monday but came back on Tuesday to make a payment, the report won't record the payment as completed. So, If you have to postpone an action, try to postpone it for later on the same day.

Report layout

The Report Summary area:

NOTE: The percentage figures are possibly the most useful.

Columns:

Action required	These are the actions that the receptionists were required to perform, as listed on the Departure Task List.
# Required	The total number per action type, including those that succeeded, failed and were postponed. In the above example for the Book Planned Treatment action: 20 failed + 79 Succeeded + 1 Postponed = 100
# Failed	The number that failed per action type. Failures are the number of appointments where practitioners did not click on 1 or more of the custom option links in the workflow, when they were required to do so.
% Failed	The percentage that failed per action type.
# Succeeded	The number that Succeeded per action type. Successes are counted as the number of appointments where a practitioner clicked ALL of the custom option links in the appointment workflow, when required to do so.
% Succeeded	The percentage that failed per action type.
Postponed	Custom description of the postponed action.
# Postponed	The number that were postponed per action type.
% Postponed	The percentage that were postponed per action type.

Types of Action:

Book Planned Treatment	Failures are counted as the number of appointments where patients did not book planned treatment when they were required to do so, and did not get sent the Online Booking link. Postponed items are counted as the number of appointments where patients did not book planned treatment when required to do so, but were sent the Online Booking link. Successes are counted as the number of appointments where patients did book planned treatment when required to do so.
Book Dentist Recall	Failures are counted as the number of appointments where patients did not book a dentist recall when they were required to do so. Successes are counted as the number of appointments where patients did book a dentist recall when required to do so.
Book Hygienist Recall	Failures are counted as the number of appointments where patients did not book a hygienist recall when they were required to do so. Successes are counted as the number of appointments where patients did book a hygienist recall when required to do so.
Take Payment	Failures are counted as the number of appointments where patients did not make a payment when they were required to do so. Successes are counted as the number of appointments where patients did make a payment when required to do so. Note: There is no deferral or patient declined action for this Payments missed will be retrospectively marked as successes if a later workflow on the same day takes payment from the patient Payments taken outside of the workflow on the same day will not retrospectively mark a workflow as successful
Collect Mobile	Failures are counted as the number of appointments where patients did not provide a mobile number when they were required to do so, and the user did not select the "prompt in 12 months" option. Postponed items are counted as the number of appointments where patients did not provide a mobile number when required, but the user did select the "prompt in 12 months" option. Successes are counted as the number of appointments where patients did provide a mobile number when required.
Collect Email	Shows the number of appointments where patients were required to provide an email address via the appointment workflow, for appointments in the reporting date range. Failures are counted as the number of appointments where patients did not provide an email address when they were required to do so, and the user did not select the "prompt in 12 months" option. Postponed items are counted as the number of appointments where patients did not provide an email address when required, but the user did select the "prompt in 12 months" option. Successes are counted as the number of appointments where patients did provide an email address when required.
Collect Marketing Consent	Increasingly there is an awareness that businesses require explicit and unambiguous recording of consent for marketing activities.
Custom Action	Appointments that received one or more custom options messages (as added to the Departure Task List by practitioners) NOTE: For Custom options a Success is the practitioner clicking all of the custom option links as part of the workflow and a Failure is a practitioner missing any of the links as part of the workflow.

The Details of Failed Workflows area:

Each line represents an appointment with a failed workflow.
The columns depend on configured parameters.