The Lifesaving Metrics: Top 7 KPIs for Running a Successful Ambulance Service

Welcome to the fast-paced, high-pressure world of ambulance services. In this industry, time is often the critical factor determining whether life is saved or lost. It's important to pay extra attention to the top seven KPIs that determine the effectiveness of your ambulance service.

• Number of emergency medical calls responded to: This metric speaks to the demand for your services. You want to make sure that your ambulance service is responding to as many calls as possible. With the latest industry data showing an increase in demand, it's more important than ever to track this KPI.
• Average response time for emergency calls: This KPI measures the time it takes from when a call is placed to the moment it receives a response. The faster the response time, the better the outcome for the patient.
• Percentage of successful patient transports to medical facilities: This metric measures how well the ambulance service operates in getting patients to medical facilities efficiently and in a safe manner.

As a pro serial entrepreneur, I've started and run many businesses. I know that tracking the right KPIs can make all the difference when it comes to driving revenue growth. That's why I hope you'll keep reading to learn more about the top seven KPIs in ambulance services, and how they can help your business succeed.

Number of emergency medical calls responded to

Emergency medical calls present a vital service to people in dire need of medical attention. Medical emergency response services aim to provide prompt and efficient medical attention to patients in life-threatening situations. Emergency medical call response KPI provides insight into the number of times the ambulance service provider responds to medical emergencies per unit time. Tracking this KPI is essential in measuring an ambulance service's call response efficiency.

Definition

The number of emergency medical calls responded to KPI measures the frequency by which the ambulance service provider responds to emergency medical calls per day/week/month/year.

Use Case

The number of emergency medical calls responded to KPI offers valuable insights into the ambulance service provider's efficiency in responding to medical emergencies. This metric allows you to track whether the ambulance service provider is meeting the required service levels. With this KPI, you can identify areas that require improvements in the ambulance service to enhance the quality of services offered to patients in medical emergencies.

How To Calculate KPI

The KPI formula for the number of emergency medical calls responded to is:

Calculation Example

Suppose an ambulance service provider responds to 1500 emergency medical calls in a month, and the total operating time for the same month is 1000 hours. The KPI calculation for the number of emergency medical calls responded to per hour is:

The ambulance service provider responds to an average of 90 emergency medical calls per hour.

KPI Advantages

• Provides insight into the ambulance service provider's efficiency in responding to medical emergencies.
• Enables ambulance service providers to identify areas that require improvements in service delivery
• Helps in evaluating the effectiveness of emergency medical response plans

KPI Disadvantages

• Does not account for the severity of medical emergencies
• Does not factor in the quality of medical services provided in emergency situations
• Does not consider the distance of the ambulance service provider

KPI Industry Benchmarks

Industry benchmarks for the number of emergency medical calls responded to are unavailable, given the varying healthcare demands of different regions. However, ambulance service providers can use the KPI data to establish their own performance benchmarks.

Average response time for emergency calls

Definition

The Average response time for emergency calls KPI measures the time taken for an ambulance to reach the emergency location, from the moment the ambulance is dispatched. This KPI ensures the ambulance service is providing timely and efficient emergency medical care.

Use Case

The Average response time for emergency calls KPI is crucial in evaluating the performance of ambulance services. The KPI helps identify areas for improvement, such as dispatching procedures, ambulance routes, and staff training, to optimize the service's response time.

How To Calculate KPI

To calculate the Average response time for emergency calls KPI, add up the total response time (the time elapsed between ambulance dispatch and arrival at the emergency location) for all emergency calls in a specific period (e.g., a month) and divide by the total number of emergency calls in that same period. The formula for this calculation is:

Calculation Example

Suppose the ambulance service receives a total of 500 emergency calls in January. The total time it took the ambulance to arrive at the emergency location was 1,250 minutes. Therefore, the average response time KPI for January would be:

KPI Advantages

• Ensures timely medical care to emergency patients
• Measures the overall performance of ambulance services
• Tracks efficiency in dispatching procedures, ambulance routes, and staff training
• Provides data for assessing and improving performance

KPI Disadvantages

• Does not account for the nature of the emergency
• Conditions beyond ambulance services, such as traffic congestion, can affect response time
• Does not reflect the actual time for a patient to receive medical attention

KPI Industry Benchmarks

The industry benchmark for the Average response time for emergency calls KPI varies depending on the location and population density. Generally, a response time of 8 minutes or less is considered a good benchmark for urban areas, while for rural areas, the benchmark is 15 minutes or less.

Percentage of successful patient transports to medical facilities

Definition:

The percentage of successful patient transports to medical facilities is a KPI metric used to measure the effectiveness and reliability of ambulance services in transferring patients to medical facilities.

Use Case:

This KPI is essential for ambulance service providers to ensure that patients are transported safely and correctly to medical facilities. It helps to evaluate the competence and efficiency of ambulance services and identify areas in which the service can be improved.

How to Calculate KPI:

To calculate the percentage of successful patient transports to medical facilities, follow the formula below:

Calculation Example:

Suppose that an ambulance service has transported 250 patients in a month, of which 220 were successful. The percentage of successful patient transports to medical facilities is calculated as follows:

KPI Advantages:

• It helps ambulance service providers maintain quality services by ensuring patients are transported safely and effectively.
• It is a measure of patient satisfaction, which can help ambulance service providers retain customers.
• It helps ambulance service providers identify areas of improvement and training needs.

KPI Disadvantages:

• The KPI does not consider the severity of the patient's condition at the time of transport.
• The KPI does not factor in the distance of transport and the quality of medical care received at the medical facility.
• The KPI does not account for external factors such as traffic or adverse weather conditions.

KPI Industry Benchmarks:

• According to the National Emergency Medical Services Information System (NEMSIS) data, the national average for successful patient transports to medical facilities in the United States is around 84-87%
• Industry benchmarks can vary depending on the type of ambulance service provider, transportation distance, and type of medical facility.

Patient satisfaction rating with ambulance services

Definition

Patient satisfaction rating with ambulance services is a KPI that measures the level of satisfaction of patients who received ambulance services. This KPI helps ambulance services providers to evaluate the quality of their services and identify areas where they can improve.

Use Case

Patient satisfaction rating with ambulance services is a critical KPI as it directly impacts the reputation of ambulance service providers. A high patient satisfaction rating means that the provider is doing an excellent job, which can lead to an increase in referrals and revenue. On the other hand, a low rating can lead to loss of revenue and tarnished reputation.

How To Calculate KPI

To calculate the patient satisfaction rating with ambulance services, you need to divide the number of satisfied patients by the total number of patients who received ambulance services, then multiply the result by 100. The formula for calculating this KPI is as follows:

Calculation Example

Suppose you provided ambulance services to 100 patients, and 80 of them were satisfied with your services. To calculate the patient satisfaction rating with ambulance services, you need to divide 80 by 100 and then multiply the result by 100, as follows:

Therefore, your patient satisfaction rating with ambulance services is 80%.

KPI Advantages

• Provides an objective measure of patient satisfaction with ambulance services.
• Helps ambulance service providers identify areas where they need to improve.
• Can help improve the reputation of ambulance service providers.

KPI Disadvantages

• Some patients may not be satisfied with the level of care received, even if the ambulance service provider did an excellent job.
• The KPI does not take into account the severity of the patient's condition, which can affect their satisfaction.
• Patients who did not receive ambulance services are not included in the calculation, which can affect the accuracy of the results.

KPI Industry Benchmarks

The benchmark for patient satisfaction rating with ambulance services varies depending on the region, but generally, a rating of 80% or higher is considered good.

Percentage of Insurance Coverage for Patients

As an ambulance service provider, one of the key metrics you need to measure and track is the percentage of insurance coverage for patients. This KPI allows you to understand the percentage of patients that are covered by insurance, which in turn helps you make informed decisions about pricing, resource allocation, and service expansion.

Definition

The percentage of insurance coverage for patients represents the percentage of patients who are covered by insurance. This includes both private insurance and government-funded programs like Medicaid and Medicare.

Use Case

By tracking this KPI, you can identify trends in insurance coverage and make adjustments to pricing and resource allocation accordingly. For example, if you see a decrease in the percentage of patients covered by insurance, you may need to adjust your pricing to make your services more affordable. Alternatively, if you see an increase in the percentage of patients covered by insurance, you may want to allocate more resources to meet the demand.

How to Calculate KPI

Calculation Example

If you served 100 patients in a month and 80 of them were covered by insurance, the calculation would be:

KPI Advantages

• Allows you to make informed decisions about pricing and resource allocation
• Helps identify trends in insurance coverage
• Enables you to adjust your services to meet the needs of your patients

KPI Disadvantages

• Does not take into account the type of insurance coverage (e.g. some insurance plans may only cover a portion of the ambulance service cost)
• May be impacted by changes in healthcare policies or insurance regulations
• Does not capture information about patients without insurance or those who choose not to use their insurance for ambulance services

KPI Industry Benchmarks

According to industry benchmarks, the average percentage of insurance coverage for patients for ambulance services is around 85-90%. However, this can vary depending on factors such as location, demographics, and local healthcare policies.

Technology Investment for Improved Patient Care

As an ambulance service provider, investing in the latest technology can make a significant difference in enhancing the quality of patient care. Ambulance service providers are increasingly leveraging technology to improve the safety and comfort of patients. Here we will discuss the KPI Metric for Technology Investment for Improved Patient Care.

Definition

The Technology Investment for Improved Patient Care KPI metric is the percentage of an ambulance service provider's overall annual budget spent on equipment and technology investments that directly improve patient care and safety.

Use Case

This KPI metric is crucial for ambulance services as it provides an insight into the amount invested in equipment, training, and technology to enhance patient care. By analyzing this KPI metric, ambulance service providers can monitor and evaluate their technology investments in terms of impact on patient care.

How To Calculate KPI

To calculate the Technology Investment for Improved Patient Care KPI metric:

Calculation Example

Suppose an ambulance service provider's total annual budget is $500,000, out of which $100,000 is spent on equipment and technology investments directly improving patient care. The calculation of the Technology Investment for Improved Patient Care KPI would be:

KPI Advantages

• Allows ambulance service providers to assess their technology investment strategy
• Provides valuable insights into the impact of technology investments on patient care

KPI Disadvantages

• Does not account for the quality of technology implemented in a particular ambulance service provider
• Can result in inaccurate insights if budgeting is not aligned with technology investments

KPI Industry Benchmarks for the KPI: 'Technology Investment for Improved Patient Care'

The average technology investment for improved patient care among ambulance service providers is approximately 15-25% of their total annual budget.

Revenue growth from managed care and Medicare services

Definition

Revenue growth from managed care and Medicare services refers to the measure of an ambulance service's growth in revenue generated from managed care and Medicare services.

Use Case

This KPI is essential for ambulance services that provide managed care and Medicare services. It helps them monitor the growth of their business and ensure their financial stability.

How To Calculate KPI

To calculate the revenue growth from managed care and Medicare services, use the following formula:

Calculation Example

An ambulance service company generated a revenue of $50,000 from managed care and Medicare services in the previous period, and $60,000 in the current period. Using the formula, the revenue growth can be calculated as follows:

KPI Advantages

• Helps ambulance services track their financial growth accurately
• Alerts ambulance services of any financial irregularities in their managed care and Medicare services
• Enables ambulance services to make informed financial decisions for the future

KPI Disadvantages

• The KPI may not be useful for ambulance services that do not provide managed care and Medicare services
• It does not take into account external factors that may affect revenue growth, such as changes in the economy or government regulations

KPI Industry Benchmarks

• Ambulance services should aim for a revenue growth rate of between 10% to 25% from managed care and Medicare services