As a valued customer participating in the Telehealth On Demand service, you’ll receive a weekly summary report designed to give you clear insights into your practice’s performance.
This report focuses on key areas to help you monitor your service delivery.
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In this article 1. Practice and Appointment Overview |
1. Practice and Appointment Overview
This section provides a snapshot of your practice's weekly appointment activity, including:
- Total appointments booked through the service
- Completed vs. cancelled appointments
- Consultations resulting in refunds
- Weekly earnings
By reviewing these figures, you can quickly understand your practice’s usage and earnings from this service.
2. Practitioner Quality Ratings and Feedback
Quality of care is at the heart of the Telehealth On Demand service. After each consultation, patients are invited to review their experience with your practice's practitioners. This acts as constructive feedback to ensure both your practice and HotDoc are continually striving to provide the best possible service and any quality related improvements are made in a timely fashion.
- HotDoc expects a long-term average star-rating of 4.2 or higher for every practitioner participating in the service.
- Your report includes each doctor’s average rating as well as a breakdown of reasons for any low ratings.
This transparency ensures you can track patient satisfaction, celebrate high-performing practitioners, and address any areas for improvement.
3. Demand Map
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The demand map shows when patient demand is highest and lowest throughout the week, helping you understand why your practice’s practitioners may receive more or fewer appointments at certain times. |
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A rating of 1 represents average demand.
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Numbers above 1 indicate higher-than-normal demand.
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Example: 2x at 8am on a Monday means demand at that time is double the weekly average.
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Example: 2x at 8am on a Monday means demand at that time is double the weekly average.
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Numbers below 1 indicate less than typical demand
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- Example: 0.3x at 6am on a Tuesday means demand at that time is only 30% of normal weekday demand.
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Demand Map Glossary
| Metric | Definition |
| Total Appointments | The total appointments booked at your practice(s). |
| Completed Appointments | The total appointments that were completed by your doctors. |
| Cancelled Appointments | The total appointments that were cancelled by either your practice or the patient. |
| Completed After Hours Appointments | The total appointments completed by your doctors outside of the hours of 8am-6pm Weekdays (AEST), of which is appointed a higher fee. |
| Your earnings | The total net amount your practice received from completed Telehealth On Demand appointments. |
| Refunded Transactions | The total number of completed appointments that were refunded. |
| Number of reviews | The total number of patient reviews submitted for appointments conducted by your practice’s practitioners. |
| Review Rate | How many of the patients who completed a consultation with your practice left a review. |
| Demand Index | A numerical indicator of relative patient demand at a specific time, compared to the average (1 = average weekday daytime demand). |