Key Performance Indicators

Ardens can be evaluated in three main ways:

  • Service Delivery Indicators
  • Service Outcome Reports
  • Service User Surveys

 

Service Delivery Indicators

The following indicators can be provided to CCGs on a quarterly basis:

Serious Incidents
i. Notified or acknowledged within 4hrs of occurrence
ii. Resolved within 2 working days of occurrence
Example: Practices not being able to access Ardens

Complaints
i. Acknowledged within 3 working days of receipt
ii. Response within 20 working days of receipt
Example: Complaint about training received

Urgent Updates & Issues
i. Delivered within 5 working days of request
Example: Incorrect details on referral form

Non-urgent Updates & Issues
i. Acknowledged within 5 working days
ii. Delivered within 20 working days of request
Example: New local referral form or formulary needs adding.

Practice Status Reports
i. Activation status within 5 days from request
ii. Training status within 5 days from request

Service Outcome Reports

It is not possible to provide analytics on the exact number of times a template has been used. It is possible though to look at activity reports before and after the implementation of Ardens, which will hopefully show a positive correlation.

Example reports can include:

  • Number of delayed antibiotic prescriptions given before and after
  • Number of acute kidney injury advice given before and after
  • Number of diabetic target HbA1c’s recorded before and after
  • Number of asthma care plans recorded before and after
  • Number of missed┬ádementia diagnosis recorded┬ábefore and after

 

Service User Surveys

An online survey is a great mechanism to get direct feedback from users. This can provide a invaluable insight as to how Ardens is used.

Example survey questions can include:

  • How often do you use Ardens?
  • Who in your practice uses Ardens the most/least?
  • Does Ardens help improve practice efficiency?
  • Does Ardens help standardise care?
  • Does Ardens help support best practice?
  • How did you find the face to face training?
  • How did you find the customer support and online resources?
  • What do you like the most about Ardens?
  • What do you like the least + what could be improved?