KPI Homepage and Settings Goals

Track company and clinic productivity using the six key performance indicators (KPIs) located on the Analytics homepage. On this page, you’ll be able to set goals allowing you to quickly see how you’re doing month-to-month.

What is a KPI? A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs to evaluate their success at reaching targets.

Viewing Company or Clinic Data

Use the drop-down in the header to select whether you’d like to view KPI data for the entire company or for an individual clinic. This page defaults to showing company/account-level data, which is designated by (Acct).

KPI Dashboard

View company and individual clinic productivity over the past twelve months for the following metrics.  Note: These KPIs include finalized notes for both SOAP 1.0 and 2.0 Data:

  • Referral Conversion Rate: the percent of referrals who actually become patients, as tracked through patient cases and finalized initial evaluations. Equation: Converted Referrals/Total Referrals x 100 = Referral Conversion Rate.
  • Visits per Discharge: the average number of visits a patient has within his or her discharged episode of care, which Analytics derives from the total note count associated with the patient case. Equation: the total number of visits for all discharged cases/total number of discharged cases.
  • Cancel/No Show Rate: the number of Cancel and No-Show appointment types divided by the total number of created appointments. Equation: (No-Shows + Cancellations) / total number of scheduled visits.
  • Units per Visit: the average number of CPT codes billed for a visit, as documented in the SOAP note. Equation: the total number of billed units/total number of finalized billable notes. Excludes no-charge visits, G-codes, and L-codes.
  • Initial Evaluations: the total number of finalized initial evaluations with a Date of Service that falls within the selected date range; excludes no-charge visits.
  • Visits: the total number of finalized notes with a Date of Service that falls within the selected date range; excludes no charge visits.

The corresponding charts for these KPIs have 13 data points, displaying the data for the past 12 months and the current month. The previous 12 data points represent the complete data for that month. However, the current month’s data point is only representative of the data available, and won’t be complete until the month’s end. Because of this, it's normal to see a dip in your trends for the current month, especially near the beginning, given the incomplete data set.

Why these KPIs?

Through directly working with WebPT Members, we’ve learned that these six metrics are key to determining organizational health from a productivity perspective. Setting specific goals, watching trends, and working towards maximizing these numbers in a way that makes sense for your clinics can help drive performance and boost revenue.


Establish goals at the company and individual clinic level. Goals will appear as a line across your trend graphs, allowing you to quickly see how you’re doing month-to-month. Please note that we have two types of goals: static and monthly, both described below.

Setting Goals

The process of goal setting is easy, but how do you know what your goals should be? If your clinic has used the EMR for a while, you’ll likely have some available data to examine and inform your goal selection. If not, we have some widely-accepted benchmarks that may work as a starting point.

Static Goals

The metrics that make up static goals should not vary month-to-month. These should be a consistent goal to strive towards and maintain, and variables such as season, clinic size, location, and the number of providers do not influence them.

  • Referral Conversion Rate: 90%
  • Visits per Discharge: 12
  • Cancel/No Show Rate: under 10% (this is an inverse measure)
  • Units Per Visit: 4

Monthly Goals

These goals can vary based on things like clinic size, location, and the number of providers. Because these goals can vary month-to-month—and clinic-to-clinic, you’ll need to use your past data to inform what is right for your organization and clinic(s).

  • Initial Evaluations
  • Visits

How to Set Goals

Once you’ve determined your goals, it's time to add them to Analytics.

  1. Start by clicking the Gear icon on any of the KPI charts.                            
  2. Next, from the Level drop-down, select whether you want to set goals for the Account (company) or a particular Clinic.                                                                                                         
  3. If setting goals for a clinic, select the clinic from the Clinic drop-down.                       
  4. Next, enter your Static Goals. These will appear as a straight line across your KPI trend graphs.      
  5. Then, enter your Monthly Goals. Because we expect these to vary, each month has a separate entry field.                                   
  6. When complete, use the Update Goals button to save your changes.                                                      
  7. Your goals will appear as a line across each KPI chart. Hover over the goal line to see the associated value.  

Ensuring Success with Your Goals

Consistently monitoring these goals will go far toward helping you maintain or achieve them.

  • Review monthly numbers to ensure continued health
  • Watch for dips or spikes in the trend graphs
  • Investigate trend events by clicking the chart to reveal clinic data
  • Use the clinic comparison chart to diagnose what caused the dip or spike