Colour coding of cells
Lab Tests Auckland Pathology Service KPI Reporting 2013
yellow cells have conditional formatting and a target
green cells contain values that do meet target
orange cells contain a value that does do not meet target
blue cells indicate contracted KPIs
KPI definition - Template version 3
item
Contract
Indicator
Definition
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
1/03/13
4/03/12
5/03/12
6/03/12
7/03/12
8/03/12
11/03/13
12/03/13
13/03/13
14/03/13
15/03/13
18/03/13
19/03/13
20/03/13
21/03/13
22/03/13
25/03/13
26/03/13
27/03/13
28/03/13
29/03/13
1407
623
1531
662
1412
631
1478
638
1,452
637
1392
609
1506
619
1517
727
1389
659
1,366
588
1363
589
1537
602
1391
580
1351
566
1,387
588
1343
602
1530
628
1544
647
1522
661
1,727 public hol
764
7.0% percent
1,380
1.9%
1,478
3.5%
1,377
2.5%
1,440
2.6%
1,419
2.3%
1,367
1.8%
1,478
1.9%
1,484
2.2%
1,344
3.2%
1,334
2.3%
1,339
1.8%
1,496
2.7%
1,360
2.2%
1,323
2.1%
1,362
1.8%
1,316
2.0%
1,483
3.1%
1,497
3.0%
1,478
2.9%
1,665
3.6%
3.0% percent
1.4%
2.1%
1.6%
1.1%
0.3%
1.6%
1.6%
2.2%
2.7%
1.9%
1.4%
2.5%
1.6%
1.6%
0.9%
1.2%
2.1%
2.2%
2.6%
2.2%
number
614
44.3%
26
648
43.2%
36
621
44.7%
34
631
43.2%
31
635
43.9%
28
599
43.8%
34
609
41.1%
42
711
47.9%
42
641
47.4%
36
577
43.1%
40
581
43.2%
32
587
39.2%
42
571
41.7%
29
557
41.9%
26
583
42.4%
19
595
44.8%
18
615
41.1%
31
633
41.9%
41
644
43.4%
39
747
44.2%
37
Target
Unit
1. CALL CENTRE
1.1a
1.1b
1.2
1.3a
1.3b
1.4
1.5
1.6
Total inbound calls
Number of calls placed / received
number
Total inbound calls - results
line
Total calls answered
Number of calls placed / received on results
line
Number of calls answered
number
% calls unanswered
% calls unanswered for
results line
Results calls
Also known as "abandonment".
1- (1.2 divided by 1.1a)
Also known as "abandonment".
1 - (1.4 divided by 1.1b)
Number of calls requesting test results
% results calls
1.4 divided by 1.2
Average wait time
Average wait time on the phone for results,
measured in seconds ("Lab Results" figure)
number
less
than
less
than
percent
less
than
150 seconds
number
30
56
32
52
33
29
86
66
47
67
30
63
51
21
24
22
96
95
71
78
less
than
percent
2.1%
3.7%
2.3%
2.8%
2.3%
2.1%
5.7%
4.4%
3.4%
4.9%
2.2%
4.1%
3.7%
1.6%
1.7%
1.6%
6.3%
6.1%
4.7%
4.5%
Average waiting time in minutes for a sample of
patients attending Manukau DHB collection
centres between 7am and 11am (peak
collection time)
less
than
30 minutes
13
14
13
10
11
14
15
14
11
13
12
15
14
11
12
11
13
11
11
14
Wait time Auckland DHB
Average waiting time in minutes for a sample of
patients attending Auckland collection centres
between 7am and 11am (peak collection time)
less
than
30 minutes
10
11
11
9
9
12
10
11
10
9
11
11
10
10
9
8
10
9
9
10
2.3
Wait time Waitemata DHB
Average waiting time in minutes for a sample of
patients attending Waitemata collection centres
between 7am and 11am (peak collection time)
less
than
30 minutes
12
13
12
11
11
13
14
14
11
12
12
12
12
10
10
11
11
11
10
13
2.4
Number waiting
number
2,399
3,655
3,491
3,182
3,231
3,433
3,548
3,538
3,223
3,211
3,341
3,584
3,335
3,097
3,138
3,185
3,425
3,249
3,197
3,492
2.5
2.6
Long waits
Total number people attending Manukau,
Auckland and Waitemata collection centres
between 7am and 11am
Number of people waiting over 30 minutes
number
% wait over 30 mins
2.5 divided by 2.4
52
1.6%
68
1.9%
43
1.2%
43
1.4%
38
1.2%
77
2.2%
81
2.3%
78
2.2%
63
2.0%
30
0.9%
62
1.9%
71
2.0%
59
1.8%
36
1.2%
35
1.1%
57
1.8%
54
1.6%
39
1.2%
38
1.2%
74
2.1%
2.7
2.8
Long waits
Maximum wait time (incl GTT's)
Time from collection to lab
2.9
Time from collection to lab max
3. HOME VISITS
80th percentile for time from collection to lab
(hrs:minutes)
Maximum time from collection to lab
(hrs:minutes)
3.1
Home visits booked
3.2
Home visits attended
1.8
Wait time >150 seconds
Number of calls with a wait time of more than
150 seconds
% of calls with wait time >150 1.7 divided by 1.1
seconds
2. COLLECTION CENTRES
2.1
Wait time Manukau DHB
2.2
1.7
3.3
Yes
3.4
3.5
3.6
yes
less
than
10% percent
less
than
4:00 hours:
125
4:00
116
4:00
137
4:00
117
4:00
93
4:00
124
4:00
136
4:00
102
4:00
155
4:00
214
4:00
101
4:00
135
4:00
174
4:00
149
4:00
102
4:00
121
4:00
127
4:00
111
4:00
95
4:00
112
4:00
minutes
hours:
minutes
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
32:00
number
221
287
251
238
243
238
265
257
210
212
254
264
250
247
236
264
261
266
278
261
minutes
Number of home visits booked for the day
(exclude home visits where the patient was not
home)
Number of home visits attended for the day
% Home visit timeliness
% home visits completed for the day 3.2
greater
divided by 3.1
then
Urgent home visits booked
Number of urgent home visits booked for the
day (exclude home visits where the patient was
not home)
Urgent home visits completed Number of urgent home visits completed for the
day
Urgent home visit timeliness % urgent home visits completed for the day. 3.5 greater
divided by 3.4
then
4. LAB
number
221
287
251
238
242
238
265
255
210
212
254
264
250
247
236
264
261
266
278
261
90% percent
100.0%
100.0%
100.0%
100.0%
99.6%
100.0%
100.0%
99.2%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
number
10
19
7
17
14
13
15
14
13
6
15
13
7
13
21
14
15
22
17
12
number
10
19
7
17
14
13
15
14
13
6
15
13
7
13
21
14
15
22
17
12
99% percent
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
8,624
35,633
260
1%
100%
9,605
38,685
304
1%
100%
9,126
38,164
299
1%
100%
9,606
35,847
252
1%
100%
8,488
34,790
252
1%
100%
8,733
36,300
269
1%
100%
9,393
37,044
318
1%
100%
9,019
37,266
294
1%
100%
8,452
34,430
261
1%
100%
8,551
34,630
255
1%
100%
8,525
35,118
288
1%
100%
9,430
37,553
341
1%
100%
8,921
37,228
222
1%
100%
8,424
34,094
257
1%
100%
8,224
33,971
257
1%
100%
8,342
33,872
262
1%
100%
9,441
37,062
288
1%
100%
8,907
36,540
280
1%
100%
8,716
34,841
263
1%
100%
9,235
35,896
344
1%
100%
4.1
4.2
4.3
4.4
4.5
Patient episodes
Total number of patient episodes
number
Patient tests
Total number of patient tests performed
number
Urgent tests
Total number of urgent tests
number
% urgent tests
4.3 divided by 4.2
Data for HealthPac
Percentage of completed test episodes
provided to HealthPac within agreed
timeframes (kpi to be reported once a month
only - first day of month for previous month
performance)
4.6
4.7
Critical results
Number of critical test results
number
Critical results phoned
Number of critical test results phoned through
to appropriate contact person within 1 hour
(a.Referrer; b. patient; c. police)
number
29
29
42
42
41
41
31
31
25
25
22
22
30
30
18
18
17
17
25
25
34
34
39
39
31
31
36
36
29
29
25
25
50
50
51
51
35
35
38
38
% of critical results phoned
within 1 hour
Percentage of critical test results phoned
through to appropriate contact person within 1
hour (a.Referrer; b. patient; c. police)
98% percent
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
100%
4.11
Amended Results
4.12
% Amended Results
Number of results changed after original result
was reported to referrer
Percentage of results changed after original
result was reported to referrer. 4.11 divided by
4.2
90th centile for collection to receipt by LabPlus
measured in hours:minutes (Excludes frozen
samples)
4.8
4.13
yes
Yes
Timeliness of Send aways
percent
equal to
greater
then
100% percent
number
32
57
43
49
32
31
39
55
54
43
41
43
45
25
25
35
40
34
23
38
less
than
1% percent
0.1%
0.2%
0.1%
0.1%
0.1%
0.1%
0.1%
0.2%
0.2%
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
0.1%
less
than
20:00 hours:
minutes
page 1 of 3
item
Contract
Indicator
Definition
4.14
Yes
Timely attendance frozen
% of timely attendance for booked frozen
sections and booked cytology sections and booked cytology for FNAs for the
for FNAs
private referrers/hospitals (assumes mutually
agreed and clinically appropriate booking)
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Unit
percent
1/03/13
4/03/12
5/03/12
6/03/12
7/03/12
8/03/12
11/03/13
12/03/13
13/03/13
14/03/13
15/03/13
18/03/13
19/03/13
20/03/13
21/03/13
22/03/13
25/03/13
26/03/13
27/03/13
28/03/13
29/03/13
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
8:00 hours:
5:28
5:38
5:27
5:18
4:56
5:16
5:28
5:15
5:00
4:50
4:56
5:30
4:59
5:11
5:01
5:16
5:54
5:11
4:45
5:14
4:00 hours:
1:43
1:18
1:18
1:35
1:16
1:18
1:36
1:22
1:00
1:01
0:55
1:34
1:04
1:08
1:11
0:59
1:55
1:26
1:09
1:05
10:00
10:00
9:00
9:00
7:00
9:00
9:00
9:00
7:00
7:00
7:00
9:00
7:00
7:00
7:00
8:00
10:00
7:00
7:00
7:00
8:00 hours:
5:26
5:53
5:51
5:57
5:46
5:13
5:27
5:40
5:09
4:52
5:13
5:28
5:22
5:19
5:12
5:34
5:20
4:57
4:49
5:46
4:00 hours:
1:41
1:28
1:38
2:08
2:03
1:11
1:28
1:44
1:06
0:58
1:08
1:28
1:23
1:08
1:18
1:11
1:15
1:08
1:09
1:29
12:00 hours:
7:00
10:00
9:00
10:00
8:00
7:00
7:00
10:00
7:00
7:00
7:00
9:00
9:00
7:00
7:00
7:00
7:00
7:00
7:00
10:00
8:00 hours:
5:42
6:35
6:10
6:45
6:52
5:32
6:45
6:55
5:39
5:41
6:14
5:56
5:40
6:00
5:41
5:40
5:34
5:33
5:18
6:56
4:00 hours:
2:02
2:20
2:13
2:59
3:04
1:43
2:50
3:08
1:45
2:01
2:15
2:09
1:51
2:04
2:18
1:35
1:42
1:56
1:48
2:52
12:00 hours:
3:00
5:00
2:00
5:00
5:00
4:00
5:00
5:00
3:00
5:00
5:00
3:00
3:00
6:00
4:00
3:00
5:00
5:00
5:00
5:00
hours:
minutes
hours:
minutes
hours:
minutes
5:28
5:59
5:54
5:59
5:54
5:15
5:36
5:53
5:13
4:57
5:11
5:30
5:26
5:18
5:12
5:38
5:25
4:54
4:45
5:46
1:44
1:32
1:43
2:12
2:15
1:15
1:40
1:57
1:13
1:05
1:11
1:32
1:28
1:10
1:21
1:16
1:24
1:08
1:10
1:33
7:00
10:00
9:00
10:00
8:00
7:00
7:00
10:00
7:00
7:00
7:00
9:00
9:00
7:00
7:00
7:00
7:00
7:00
7:00
10:00
Target
greater
then
95%
5. TURNAROUND TIME
NON-URGENT
Total TAT Complete blood
count
Lab TAT Complete blood
count
Complete blood count 95%
percentile - in zone
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 90th centile receipt to
report, expressed in hour:minutes
Turnaround time for 95th centile from collection
to report, expressed in hour:minutes - IN ZONE
less
than
less
than
less
than
5.2a
Total TAT Electrolytes
5.2b
Lab TAT Electrolytes
Total TAT Electrolytes 95%
percentile in zone
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 90th centile receipt to
report, expressed in hour:minutes
Turnaround time for 95th centile from collection
to report, expressed in hour:minutes - IN ZONE
less
than
less
than
less
than
Total TAT HCG
Quantification
Total TAT HCG
Quantification
Total TAT HCG 95%
percentile - in zone
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 90th centile receipt to
report, expressed in hour:minutes
Turnaround time for 95th centile from collection
to report, expressed in hour:minutes -IN ZONE
less
than
less
than
less
than
5.5a
Total TAT Liver functions
5.5b
Total TAT Liver functions
less
than
less
than
less
than
5.1a
5.1b
5.1c
5.2c
yes
yes
5.3a
5.3b
5.3c
yes
minutes
12:00
minutes
hours:
minutes
minutes
minutes
minutes
minutes
minutes
minutes
8:00
5.5c
yes
Total TAT Liver 95%
percentile in zone
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 90th centile receipt to
report, expressed in hour:minutes
Turnaround time for 95th centile from collection
to report, expressed in hour:minutes IN Zone
5.6a
Yes
Total TAT Histology Biopsies
Turnaround time for 80th centile from collection
to report, expressed in working days
less
than
3.0 working
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
2.0
5.6b
yes
Total TAT Histology - major
resections
Turnaround time for 80th centile from collection
to report, expressed in working days
less
than
5.0 working
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
5.6c
yes
Total TAT Histology 98%
percentile
Turnaround time for 98th centile from collection
to report, expressed in working days
less
than
10.0 working
2.8
5.7
5.0
4.5
5.0
6.0
5.5
5.0
5.0
3.5
6.0
5.5
5.5
5.0
2.7
3.5
5.5
5.5
4.0
6.0
yes
Total TAT - Urine Micro &
Culture - non-urgent
Total TAT - Urine Micro &
Culture - non-urgent
Total TAT Urine Micro &
Culture - non-urgent 90%
percentile
Lab TAT - Routine Biochem
and Haem
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 90th centile receipt to
report, expressed in hour:minutes
Turnaround time for 90th centile from collection
to report, expressed in working days
less
than
less
than
less
than
5.7a
5.7b
5.7c
5.8
4:00
12:00
days
days
days
48:00 hours:
23:40
23:38
24:13
24:05
23:17
22:49
25:37
23:26
23:26
23:37
26:13
24:15
24:19
23:35
23:44
24:37
48:00 hours:
19:59
19:38
20:26
20:14
19:18
18:41
21:34
20:12
19:49
20:51
22:23
20:01
20:37
19:51
20:30
21:31
2.0 working
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
1.2
greater
then
90% percent
99.9%
99.8%
100.0%
100.0%
100.0%
100.0%
99.8%
100.0%
100.0%
100.0%
99.9%
99.8%
100.0%
100.0%
99.9%
99.9%
99.9%
100.0%
100.0%
99.9%
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 95th centile receipt to
report, expressed in hour:minutes
Turnaround time from 95th centile collection to
report, expressed in hour:minutes in zone
less
than
less
than
less
than
6:00 hours:
3:15
3:28
3:26
3:20
3:28
3:16
3:26
3:24
3:18
3:24
3:18
3:17
3:17
3:07
3:05
3:18
3:16
3:21
3:26
3:33
3:00 hours:
0:38
0:43
0:42
0:35
0:43
0:36
0:40
0:39
0:35
0:40
0:35
0:31
0:33
0:31
0:32
0:39
0:34
0:35
0:39
0:39
6:00 hours:
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
5:00
Average turnaround time from collection to
report, expressed in hour:minutes
Turnaround time from 95th centile receipt to
report, expressed in hour:minutes
Turnaround time from 98th centile collection to
report, expressed in hour:minutes in zone
less
than
less
than
less
than
6:00 hours:
3:25
3:23
3:55
3:32
3:28
3:45
3:31
3:28
3:28
3:17
3:26
3:22
3:14
3:24
3:23
3:14
3:17
3:33
3:26
4:27
3:00 hours:
0:53
0:58
1:32
0:53
1:20
1:17
1:02
0:57
0:57
0:50
0:52
0:54
0:52
0:57
1:09
0:54
0:56
1:05
1:32
1:39
6:00 hours:
3:00
3:00
6:00
5:00
4:00
4:00
6:00
6:00
4:00
3:00
5:00
6:00
6:00
3:00
6:00
5:00
6:00
5:00
5:00
6:00
Percentage of biochem & haem (as nominated
clinically urgent by the referrer) with TAT (from
receipt of test in lab to communication of
results) less than 3 hours
greater
then
95% percent
95.6%
99.2%
97.5%
95.5%
98.6%
98.1%
95.2%
98.3%
100.0%
99.0%
99.2%
96.2%
99.4%
97.5%
98.1%
99.1%
95.7%
97.4%
98.6%
98.3%
number
5,858
6,720
6,161
5,665
5,680
5,893
6,475
6,092
5,639
5,668
5,756
6,413
5,956
5,555
5,615
5,542
6,340
5,806
5,778
6,133
number
15
23
17
11
15
23
16
21
9
22
15
24
20
16
23
14
17
19
19
14
percent
0.3%
0.3%
0.3%
0.2%
0.3%
0.4%
0.3%
0.4%
0.2%
0.4%
0.3%
0.2%
0.3%
0.3%
0.4%
0.3%
0.3%
0.3%
0.3%
0.2%
Percentage of biochem & haem reports with
TAT (from receipt of test in lab to
communication of results) less than 48 hours
minutes
minutes
days
URGENT
5.9a
Total TAT INR
5.9b
Lab TAT INR
5.9c
yes
Total TAT INR 95%
percentile in zone
5.10a
Total TAT - Troponin
5.10b
Lab TAT - Troponin
5.10c
yes
Total TAT Troponin 98%
centile in zone
Lab TAT - Urgent Biochem
and Haem
5.11
minutes
minutes
minutes
minutes
minutes
minutes
6. RECOLLECTS
6.1
6.1. Total specimens
6.2
6.2. Recollects
6.5
6.5 % recollects
yes
Total number of patient episodes (excluding
self collects)
Total number of specimens recollected (total
from rec panel stats error code summary)
(excluding self collects)
6.2 divided by 6.1
less
than
1.0%
7. QUALITY
IMPR0VEMENT
note - only needs to be reported weekly
(not daily) - so whole weeks data can be
filled in against "Friday"
7.1
Total issues / events
Events / issues closed
Number of issues / events / corrective actions
year to date, entered into Riskman
Number of issues / events closed year to date
number
7.2
7.3
Timely closure
Number of events closed by due date (within
six months)
number
number
page 2 of 3
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
Mon
Tue
Wed
Thu
Fri
1/03/13
4/03/12
5/03/12
6/03/12
7/03/12
8/03/12
11/03/13
12/03/13
13/03/13
14/03/13
15/03/13
18/03/13
19/03/13
20/03/13
21/03/13
22/03/13
25/03/13
26/03/13
27/03/13
28/03/13
29/03/13
Number of complaints received year to date
Unit
number
5
5
5
7
7
Number of complaints closed year to date
number
Number of new complaints received this week
number
4
0
4
0
4
0
5
2
7
0
number
0
0
0
2
0
number
4
4
4
5
7
80.0%
80.0%
80.0%
71.0%
100.0%
Indicator
Definition
7.4
Total Complaints
7.5
7.6
Complaints closed
New complaints
7.7
Complaints acknowledgement Number of new complaints that have received
acknowledgement (letter or phone call within 48
hours) this week
Complaints response
Number of complaints (year to date) that have
received a final response (letter) within 35
working days
% events/issues closed
7.2 divided by 7.1
greater
then
% timely closure
7.3 divided by 7.1
greater
then
% complaints closed
7.5 divided by 7.4
greater
then
% complaints
7.7 divided by 7.6
greater
acknowledgement
then
% complaints response
7.8 divided by 7.4
greater
then
item
7.8
7.9
7.10
7.11
7.12
7.13
Contract
Target
75% percent
95% percent
75% percent
80% percent
80% percent
page 3 of 3