12 Indicators Within the Benchmark

12 headline indicators for OOH benchmark reports to PCTs

A. Cost
• Cost per head
• Cost per call

B. Productivity
• Number of calls per clinician per hour

C. Process
• The quality of clinical governance systems and processes

D. Outcomes
• Referrals to hospital (if possible, sub-divided between referrals to A&E and referral to a hospital bed)
• Overall breakdown of dispositions (advice/PC Centre/home visit)
• % Calls classified Urgent on receipt

E. Performance
• Time to clinical assessment for all calls as a %age
• Time to face to face consultations for urgent calls (including % urgent after assessment)

F. Patient Experience
• Patient experience of receiving telephone advice
• Patient experience of treatment at a centre
• Patient experience of home visits

These measures will be augmented depending on the focus of the benchmark.