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What to measure and how to report it

Simple metrics and reporting to demonstrate value and drive improvement.

What this is: a practical guide to choosing what to measure, collecting the data, and reporting results to your organisation, board, or funder.

Who it’s for: project leads, clinic managers, facility managers, quality leads, and anyone who needs to show that virtual care is working.

Start simple and build

You do not need a research project. You need enough data to know whether things are working, to catch problems early, and to make the case for continuing. Start with what you can collect without adding burden to clinical staff, then add more as the service matures.

The metrics below are organised into four groups. You do not need to track every metric from day one. Pick two or three from each group that you can collect with the systems you already have.

Group 1: Activity and adoption

These tell you whether virtual care is actually being used.

Sessions per week (total and by use case). Count completed virtual care sessions. Break them down by use case (UC1, UC2, UC3) so you can see which workflows are being adopted and which are stalling. Pull this from your booking system, a simple tally sheet, or your issues log.

Active users. Count how many staff members ran or supported a session in the past fortnight. If the same one or two people run every session, adoption is fragile.

Sessions completed without support. Track how many sessions run smoothly without needing help from a champion, IT, or Visionflex support. This is your best indicator of operational maturity.

Group 2: Safety and quality

These tell you whether virtual care is being delivered safely.

Escalations triggered. Count the number of clinical escalations during virtual care sessions. Note the type (deterioration, red flag, clinical concern) and the outcome (resolved in session, transferred, rescheduled). A low number is normal. A zero over many months may mean staff are not recognising triggers.

Documentation compliance. Spot-check a small sample of records each month (five is enough). Confirm that the session was documented, consent was recorded, participants were noted, and follow-up actions were captured.

Privacy incidents or near misses. Count any privacy-related incidents: wrong person on the call, information sent to the wrong recipient, session overheard, images stored in an unapproved location. Track whether each incident was resolved within your agreed timeframe.

Group 3: Experience

These tell you whether patients and staff think virtual care is working.

Patient or resident feedback. Use one or two short questions after a consult. Keep it simple: “How was your experience today?” (1 to 5 scale) and one optional free-text question. You can ask verbally, on paper, or via a short digital survey. Even a small sample over time shows a trend.

Clinician confidence. Run a quick monthly check-in with staff who deliver sessions. One question is enough: “How confident are you running a virtual care session?” (1 to 5 scale). Do this at a huddle or as part of a champion check-in. A confidence score that drops is an early warning.

Qualitative feedback. Capture the themes, not just the numbers. What are staff saying in huddles? What are patients or families saying? What do champions report? Write three to five themes into your monthly review. These often tell you more than the numbers.

Group 4: Reliability and operations

These tell you whether the technology is holding up.

Call success rate. Count the sessions that ran as planned compared with the total booked. A session that had to fail over to phone, be rescheduled due to technology failure, or could not connect counts as unsuccessful.

Primary failure reason. When a session fails, note the main cause: connectivity, device or peripheral fault, user error, or workflow issue. Over time this shows you where to invest (better Wi-Fi, more training, different room).

Time to resolve recurring issues. For problems logged in the issues log or as support tickets, track how long they take to resolve. Persistent unresolved issues erode staff confidence.

How to collect without adding burden

The best approach is to embed collection into what staff already do, rather than creating a new reporting task.

Use your booking system. If sessions are booked in a calendar or booking system, you can pull activity counts directly.

Use your issues log. If champions log issues as they happen (which they should be doing anyway), you already have reliability and escalation data.

Use the monthly review. The Monthly BAU Review Pack template prompts you for every metric above. Fill it in once a month at the review meeting and you have a running record.

Spot-check, do not audit. For documentation compliance, review five records per month. That is enough to identify systemic problems without turning monitoring into a burden.

Reporting to your board or funder

Different audiences want different things. Here is what to emphasise for each.

Your board or executive team wants to know: is it safe, is it being used, and is it worth the investment? Lead with activity trends, any safety events, and one or two outcome stories (for example, a transfer avoided, a specialist consult that would otherwise have taken weeks).

Your funder wants to know: did the service deliver what was funded? Lead with activity numbers, access improvements (reduced travel, reduced wait times, after-hours coverage enabled), and any cost data you can capture (avoided transfers, reduced locum costs).

Your accreditation or quality team wants to know: is virtual care integrated into your safety and quality systems? Lead with documentation compliance, escalation data, consent records, and SOP review status.

Outcomes that matter most

If you could only capture five things, these would be the most useful:

  1. Sessions per week (are you using it?)
  2. Call success rate (is it working?)
  3. Escalations and safety events (is it safe?)
  4. Patient or resident feedback (do patients trust it?)
  5. One outcome story per quarter (what difference did it make?)

The last one is often the most powerful. A single clear story of a specialist consult that avoided a hospital transfer, or a wound review that caught a deterioration early, carries more weight in a board paper than a page of charts.

Templates and tools

Use these companion tools (available from your Implementation Toolkit) to make tracking straightforward:

Need help?

Your Visionflex team is here to support your rollout, training and day-to-day use.

Visionflex support: visionflex.com/support | support@visionflex.com | +61 2 8914 4000 (9am to 5pm AEST)

Visionflex acknowledges the Traditional Custodians of Country throughout Australia and pays respect to Elders past, present and emerging.