A portfolio-facing preview of the admin analytics surface. All responses, trends, comments, and improvement-plan entries below are synthetic.
Last 12 weeks. Weeks with fewer than 5 responses for a clinic are omitted to preserve anonymity.
Last 30 days. Bar length is volume; sigil at right shows net sentiment (+ positive, − negative, ◦ mixed).
| Clinic | Responses | Avg NPS | Overall | Staff | Provider comm. | Access |
|---|---|---|---|---|---|---|
| Provo | 52 | 8.6 | 4.4 | 4.6 | 4.5 | 4.1 |
| Payson | 31 | 8.2 | 4.3 | 4.5 | 4.4 | 4.3 |
| Draper | 24 | 8.9 | 4.6 | 4.7 | 4.6 | 4.4 |
| Murray | 21 | 8.0 | 4.2 | 4.4 | 4.3 | 3.9 |
| Price / Richfield / Roosevelt | 14 | 8.3 | 4.3 | 4.5 | 4.4 | 4.0 |
Tag sigils: positive +, negative −, mixed ◦.
“The provider really listened and took time to explain my options. Left feeling informed.”
“The wait in the waiting room was close to an hour. Otherwise the visit went well.”
“Front desk was welcoming and got me checked in quickly. The exam itself was efficient.”
“Scheduling online was confusing — I wasn't sure which appointment type to pick.”
“Parking is easy and the waiting area is calm. Appreciated the efficient check-out.”
“Rescheduling over the phone took a few tries to get through. Staff were helpful once connected.”
“Intake paperwork felt longer than it needed to be. An online version ahead of time would help.”
“The follow-up instructions were clear and I knew exactly what to do next.”
Each entry ties a problem observed in survey data to an action taken in response. Quarter-level granularity, no patient linkage.
Multiple Provo survey comments in January cited wait times over 45 minutes on Wednesday and Thursday afternoons. Average wait-time mentions in open-text rose 2.4x vs Q4 2025.
Added a floating front-desk shift 1–5pm Wed/Thu. Scheduled 15-minute buffer blocks at 10:00 and 15:00 to absorb overruns. Provider schedules shifted to cap concurrent starts at 3.
Scheduling-UX negative mentions spiked in late January. 7 comments cited confusion picking the correct appointment type, and a drop in self-scheduled appointments (−18%) suggested patients were abandoning the flow.
Simplified appointment-type picker on the public site from 11 options to 4 (routine, new concern, follow-up, surgical consult). Added a one-line description under each option. Relaunched March 4.
Murray Tuesday wait-time mentions up 3x vs prior 4 weeks. NPS at Murray dropped 0.4 points week-over-week. No equivalent pattern in other clinics.
Reviewing Tuesday staffing and block schedules. Planning pilot of a triage call 24 hours before Tuesday appointments to catch anything that could be resolved by phone and free up in-person slots.
Intake-paperwork length appeared as a negative theme in 8% of monthly comments across clinics. Several patients suggested digital pre-visit completion.
Scoping an online pre-visit intake form. Evaluating EHR vendor options and privacy review for any new data path.