The decision
Track calls answered, messages correctly routed and appointment changes completed accurately. Add the age of unanswered callbacks and the number of tasks returned for correction. These measures show whether the service improves the work patients actually experience.
What to compare
Agree a review sample and escalation process with the provider. Use approved systems and appropriate permissions for any call recordings or message review. The purpose is to improve the workflow, not to collect unnecessary patient data.
Before you commit
Review results alongside workload and staffing hours. A busy shift with a growing callback queue may need a changed schedule, a simpler process or more coverage. Identify the cause before attributing every missed target to the receptionist.