KPIs: Friend or Foe?

The importance of Key Performance Indicators (KPIs) in enhancing the patients outcomes.

In women's health physio private practice, KPIs can offer valuable insights into patient care, clinic performance, and areas for improvement. While KPIs offer valuable insights into clinical aspects, being able to use KPIs as an overarching indicator to then uncover the true story behind them, the coaching and communication training delivered to practicing physios can be the difference in what separates a good physio from a great one.

We've encountered some physiotherapists who harbour reservations about discussing KPIs, often viewing them as solely "business-focused" and unrelated to clinical care. Admirably, these physios prioritise clinical excellence and pride themselves on their expert knowledge and skills, deeming KPIs as irrelevant or even detrimental. However, in our experience spanning years in the industry, we've come to realise that being a good physio goes beyond clinical proficiency alone. It involves mastering the art of building strong patient relationships, tailoring treatments to individual needs, and communicating and educating in a way that resonates with clients.

Some of the most successful physiotherapists we've encountered, in terms of patient satisfaction and outcomes, may not boast the most extensive clinical experience. Instead, they possess a remarkable ability to forge genuine, caring connections with their clients, fostering treatment adherence and a shared sense of achievement when goals are met. Surprisingly, much of this vital skill set isn't explicitly taught in our student years or even in post-graduate courses.

In our mentorship program at PPPM, we recognise the power of KPIs as indicators of areas for improvement. They tell a powerful story—a clinician with a high rebooking rate but equally high cancellation rate may struggle to effectively convey the aims of subsequent appointments or highlight the importance of adhering to the prescribed treatment timeline. To uncover the narrative behind the KPIs, we often begin with a case review to identify practitioner factors that may have contributed to the trends we are seeing.

At PPPM, we embrace discussions about KPIs, firmly believing that clinical mentoring alone is insufficient without insights into these crucial factors. By integrating coaching on KPIs with clinical guidance, we empower physiotherapists to enhance their practice holistically, fostering better patient outcomes and professional growth.

This blog was written by Karina Coffey, the co founder of PPPM. Karina is an experience mentor in both her own clinic but also as part of the Melbourne University Post Graduate Subjects in Pelvic Health. Karina is passionate about helping clinicians understand how they can improve their patient experience and outcomes through not only improving their clinical skills but communication skills.