Telehealth metrics and KPIs: the numbers that matter
The 15 telehealth metrics an operator should track, from intake completion to time to physician decision and cold-chain excursions, with real figures from a US and UK GLP-1 platform.
A telehealth operator needs about a dozen numbers: how many patients start and finish intake, how fast a physician decides, how many prescriptions reach a patient on time, what each encounter earns, and whether data stays isolated and audited. Track them per clinic, not only for the whole platform.
Why track per clinic
A multi-tenant platform hides problems in an average. One clinic with slow reviews or a high drop-off rate disappears into a network-wide figure. Every metric below should be filterable by clinic (tenant), by prescriber and by jurisdiction.
Acquisition and intake
- Intake start rate: visitors who begin the questionnaire divided by visitors to the intake page.
- Intake completion rate: completed questionnaires divided by started ones. A low number usually means a long form or an unclear step. Our platform's intake is designed to take under about three minutes.
- Eligibility screen-out rate: the share stopped by the automated checks (for GLP-1 care, BMI and contraindication rules). It tells you whether marketing is bringing the right patients.
Clinical throughput
- Time to physician decision: from completed intake to an approved or declined case. Ours is built around a 45-second chart-review target once a physician opens the case.
- Physician-approved encounters per month: the volume figure. One month on our platform: 311 physician-approved encounters.
- Escalation rate: the share of asynchronous cases a physician sends to a video visit. A rising rate can mean the intake questions are missing something.
- Queue age: the oldest case still waiting, per jurisdiction. Licensing rules mean a US state or the UK can run short of prescribers while the rest is idle.
Fulfilment
- Order-to-dispatch time: from signature to the pharmacy receiving the order. Ours targets a dispatch in about a second once the order is signed.
- On-time delivery rate: shipments delivered inside the promised window.
- Cold-chain excursions: shipments that left the 36 to 46°F range, and how many were caught before breach rather than after.
Money
- Revenue per encounter: on our platform, about $233 per encounter.
- Monthly platform revenue: about $76K in the reported month.
- Refund and chargeback rate: split billing settles at capture, so disputes show up fast.
Trust and compliance
- Audit-log coverage: every access to patient data should be in an append-only log. Track gaps, not just totals.
- Tenant-isolation checks passing: automated tests that a user in one clinic cannot read another's records.
How to use them
Pick five to start: intake completion, time to physician decision, encounters per month, order-to-dispatch time and revenue per encounter. Review them weekly per clinic. Add the rest as the network grows.
Our worked example
Our US and UK GLP-1 platform runs 38 clinic tenants, 10 of them at scale, with 12,400+ patients. Read the full case study or the overview of telehealth software development.
