The scoreboard, honestly: the hard targets, how often each one is actually looked at,
and the quiet human signals that never make it onto a dashboard.
Data Entry Accuracy in OHS
The percentage of new case entries and updates that are free from errors in our Occupational Health Software (OHS).
Target · >99% accuracyIf you process 100 new referrals and update 200 existing cases in a month, we'd expect fewer than 3 errors across all those entries. An error could be a wrong date, a misspelled name, or incorrect contact details.
Appointment Scheduling Efficiency
How quickly management referrals and health surveillance appointments are booked from the moment they land on your desk.
Target · Referrals booked within 48 hours of receipt; Health Surveillance appointments scheduled within 5 working days of eligibility notification.A manager sends a referral on Monday morning. By Wednesday morning, that employee should have a confirmed appointment in the diary, even if it's for a later date. If it takes until Thursday, that's a miss.
Clinic Utilisation Support
The extent to which your scheduling and follow-up efforts contribute to a high percentage of filled clinic slots, minimising 'Did Not Attend' (DNA) rates.
Target · Contribute to a clinic utilisation rate of >90% (by effective scheduling and reminder sending).If a clinician has 10 slots available in a day, and you've helped ensure 9 of those are filled and attended, you're doing well. This means chasing up employees, sending reminders, and re-booking cancellations promptly.
Document Filing & Archiving Accuracy
The precision with which physical and digital documents (e.g., fit notes, consent forms, test results) are filed and retrieved.
Target · <1% error rate on filing; 100% retrieval success within 5 minutes.If we ask you to find John Smith's spirometry results from Q2 last year, you should be able to pull them up (digitally or physically) within minutes, and they should be exactly where they're supposed to be. No misfiled documents.
Adherence to Confidentiality Protocols
How well you handle sensitive employee health information, ensuring it's always kept private and secure.
- No reported breaches of confidentiality. Consistent use of secure channels for communication. Always double-checks employee names before discussing cases. Confidential waste is shredded immediately. Supervisor feedback confirms meticulous handling of sensitive data.
Clinic Preparation & Support
The quality of your support for the clinical team, ensuring clinic rooms are ready and equipment is prepared.
- Clinicians consistently report that clinic rooms are set up correctly and on time. All necessary forms and equipment are readily available. Proactively anticipates clinician needs (e.g., restocking supplies). Positive feedback from OH Technicians and Nurses.
Responsiveness to Team Requests
How quickly and effectively you respond to administrative requests from the OH team.
- Requests for information or assistance are typically actioned within agreed timescales. Proactive communication if a delay is expected. Team members feel supported and can rely on you for administrative tasks. Positive feedback from peers and supervisor.
Professional Demeanour with Employees
Maintaining a calm, empathetic, and professional approach when interacting with employees, especially those who may be distressed or unwell.
- Employees report feeling heard and respected. You maintain composure even in challenging conversations. You clearly explain processes without jargon. Feedback from OH Technicians observing interactions confirms a supportive and professional approach.