Skip to content Patient engagement and access 8 topics
Patient Portal Adoption Rate registration, activation, and active use; three different rates too often conflated as one Telehealth Visit Rate the share of care delivered remotely, and why video and telephone should never be reported as one number Appointment No-Show Rate the oldest operational metric in healthcare, and one of the best-evidenced targets for digital reminders Patient Engagement Consistency Rate how regularly a patient interacts with a digital tool over time, as distinct from whether they have used it at all User Retention Rate the cohort retention curve that separates a product with a sustainable use pattern from one riding a wave of novelty DAU/MAU Stickiness Ratio the standard product-analytics measure of engagement intensity across a whole user base Patient Net Promoter Score the widely used, and widely criticized, single-question satisfaction metric System Usability Scale Score a standardised 10-item questionnaire quantifying how usable a piece of software actually is Digital care operations and safety 4 topics
Clinical Alert Override Rate the standard signal for alert fatigue in clinical decision support Digital Referral Turnaround Time the process metric that shows whether an e-referral system is actually saving time Time to Intervention how quickly a clinical team responds to an automated health alert Bed-Day Reduction inpatient bed days saved by shifting recovery to a virtual ward, always reported alongside a safety metric Clinical outcomes and quality 6 topics
Biometric Improvement Rate the share of patients achieving a clinically meaningful change in a tracked biometric such as HbA1c or BMI Biometric Stabilization Rate sustained control within a target range, as distinct from a one-off improvement Triage Routing Accuracy whether an AI or digital triage tool correctly routes a patient to the right level of care Medication Adherence Rate the proportion of days a patient had access to their medication as prescribed Hospital Readmission Rate the metric most directly tied to payer economics and value-based care contracts ePROM Completion Rate the completion rate for electronic patient-reported outcome measures, and why a declining rate can itself be a clinical signal Marketing and growth economics 3 topics
True Customer Acquisition Cost the fully loaded cost of acquiring one new patient, commonly undercounted by 30-50% LTV to CAC Ratio lifetime value against true acquisition cost; 3:1 is the widely cited sustainable baseline Marketing Efficiency Ratio total revenue over total marketing spend, an independent check against platform-reported ROAS Digital health equity 2 topics
Digital Access Rate the precondition metric for every other digital health measure in this book Digital Literacy Rate whether patients who do have access can actually use it unaided Technical and operational infrastructure 2 topics
Physician Burnout Rate tracked alongside clinician-facing digital tool burden, since badly designed software is a documented contributor Device Uptime Rate the foundational infrastructure metric underneath every remote monitoring programme Financial and economic value 3 topics
Cost per Episode of Care the standard unit of financial comparison in value-based care contracts Emergency Department Diversion Rate patient contacts safely redirected away from the ED, always reported alongside a missed-emergency safety metric Return on Investment (ROI) and Value on Investment (VOI) whether a digital investment paid for itself financially, and whether it was worth doing accounting for everything that matters Evaluation frameworks 3 topics
RE-AIM Framework Reach, Effectiveness, Adoption, Implementation, and Maintenance; five dimensions rather than one metric WHO Digital Health Assessment Framework WHO's guidance for assessing feasibility, safety, and equity across national-scale deployments ISO/TS 82304-2 the international technical specification behind most health and wellness app quality labels