Please note: If you do not have access to these features and you are interested in learning more about Birdie Analytics, Please get in touch to talk to a member of our team!
What is alert responsiveness?
Alert Responsiveness is one category that contributes to the overall Birdie Q Score. It is helping you to be more responsive in your care.
These are the 2 metrics we look at to assess your performance:
Percentage of alerts resolved within 24 hours
The average number of hours to qualify/resolve alerts.
To improve your Alert Responsiveness Score, you can:
Ensure that Care Managers/admin team are regularly checking and actioning the 'alerts' section of the Birdie agency hub, and are moving alerts to 'in progress' or 'resolved' within 24 hours of the alert coming in.
Set up email or SMS notifications so that you are aware of what alerts are coming in in real time.
Put a process in place to qualify/resolve alerts quickly and effectively.
How do we help you improve?
In addition to your monthly Q-Score report, every Monday evening we will send a set of weekly reports to help keep you on track. There are five reports each providing a different view of care delivery and care management.
Using these reports you can drive improvements in your Q-Score by identifying clients & carers needing your attention and support. See here for more info on the Birdie Q Score.
Your Alert Responsiveness performance will be recorded across the two areas. If your Call Monitoring score is low, please look at this article. Improving your Call Monitoring Score will reduce the number of alerts as well as medication errors by ensuring carers are reporting as scheduled.
Check your Care Delivery and Management Trends reports to determine where you have a problem, read on to see our tips on how to get an Outstanding Score.
Alert Responsiveness and The Birdie Q Score:
Here is how the Q Score is scored:
1: Inadequate
Feature 1: Under 60% of alerts resolved within 24 hours
Feature 2: Over 48 hours to respond to an alert.
2: Requires Improvement
Feature 1: Greater than 60% of alerts resolved within 24 hours
Feature 2: Under 48 hours to respond to an alert.
3: Good
Feature 1: Greater than 60% of alerts resolved within 24 hours
Feature 2: Under 36 hours to respond to an alert.
4: Outstanding
Feature 1:Greater than 60% of alerts resolved within 24 hours
Feature 2: Under 24 hours to respond to an alert.
What to do if you have under 60% of alerts resolved within 24 hours:
If you are struggling to achieve this, you may have too many alerts coming in. Use your Care Management Trends report to see which type of alert you are getting the most of.
Do you have a high number of Forced Check-In/out Alerts?
Do you have a high number of Missed Medications?
Do you have a low % of Visits Starting within 15 minutes of schedule?
See here how to reduce Forced Check-in/out alerts
See here how to reduce Missed Medication alerts
See here how to reduce Visit not starting in-time alerts.
What to do if you have taken over 48 hours to respond to an alert:
If you have managed the volume of alerts coming in. To make sure you are en route to have all alerts responded to within 24 hours.
We suggest making sure you have someone managing the Alert inbox at all times during working hours. This will mean most alerts can be qualified in under 24 hours easily! Monitor your progress by looking at your Care Management Trends report.
*If you are not receiving a total of 5 weekly reports and a monthly Q Score report from your account manager please get in touch.
Want to get access to this reporting every day rather than once a week?
Find out more about the different categories: