Practice Metrics | Cognitive Works

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Onboarding to first visit

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Median days from completed onboarding to the first evaluation, new patients in the last 180 days.

Source: onboarding records and appointment schedule

Seen within a week

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Share of new patients whose first evaluation took place within 7 days of completing onboarding.

Source: onboarding records and appointment schedule

Requests acted on in one business day

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Share of patient requests (refills, messages, records, billing, referrals) acted on by the next business day, last 90 days.

Source: request queue timestamps

Time to first action

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Median hours from a request arriving to the first action on it, last 90 days.

Source: request queue timestamps

Verified patient rating

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Average of every rating, Cognitive Works visit ratings and Zocdoc together. How reviews work.

Source: visit feedback and Zocdoc profile

Written reviews

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Every one traceable to a real visit; read them.

Source: review.html

How these are computed

Onboarding to first visit counts the days between the moment a new patient's signed onboarding packet is received and the first appointment that actually took place, for patients who onboarded in the last 180 days. It is read from our onboarding records and the appointment schedule. Patients who onboarded and have not yet been seen are not in the number; neither is anyone returning after a long absence.
Requests are everything filed through the Current Patients page. "Acted on" means the request was opened and its status changed or it was answered. One business day means by the same time the next weekday; requests filed Friday afternoon are due Monday. A request that is past its business day and still untouched counts against the figure. Requests not yet due are not counted either way.
Ratings are the same figures shown on the home page: every Cognitive Works visit rating, whether or not the patient chose to share a comment, plus the ratings on our Zocdoc profile. We publish the average of all of them, not the best of them.
Figures are recomputed daily from the practice’s own systems. Nothing on this page is entered by hand, and no figure is shown when it rests on fewer than five cases.

Why publish this? Because "we see patients quickly" and "we respond promptly" are claims every practice makes. These are the numbers behind ours, good months and bad.