Measuring and Reviewing Performance

Converge places great value on continual improvement, research and development to ensure we are delivering innovative and best practice services.  A key part of our continuous improvement process is measuring and analysing our performance. Converge utilises a number of tools for this, such as:

• KPI Reporting- measuring our performance against contract KPIs and agreed service levels (i.e., response times, appointment timeframes). 
• Customer satisfaction surveys. 
• Regular account management meetings – to discuss performance and any compliance issues. 
• Regular internal audits of our systems and processes in line with our Quality Management Framework.   
• Account management meetings.
• Ensuring consistent, high quality service provision by our clinicians through a comprehensive complaint management program, and quality assurance metrics such as productivity, session conversion rate, feedback informed treatment and NPS Score.

Converge’s focus on continual improvement is facilitated through a number of internal forums such as the Project Management Office, Enterprise Risk Management Forum, Clinical Governance Committee, and Operational Risk & Compliance Forum. These forums are responsible for reviewing and implementing process changes to optimise our service delivery.