What we track: skilled nursing analytics If it affects census, staffing, survey, or cash, we measure it.
A partial list. If your building produces the data, we can put it on the dashboard.
01
Phone & call analytics
Every inbound and outbound call across every line and ring group.
Speed to answer by department, line, and hour
Abandoned calls and ring-outs to voicemail
After-hours and weekend coverage gaps
Referral-source caller ID matching (hospitals, case managers)
Callback compliance: was the voicemail returned, and how fast
Family call volume by resident and unit
Missed-call alerts to a person who can answer
Works with RingCentral, 8x8, Teams Phone, Zoom Phone, and most PBXs
02
Nurse call-light response
From the moment a light comes on to the moment staff arrive.
Median and 90th-percentile response by unit, shift, and hour
Room-level frequent callers and slow-response rooms
Response time vs. staffing hours on the same shift
Escalations, emergency pulls, and bathroom pulls separated
Rounding compliance and cancelled-without-presence flags
Threshold alerts to the charge nurse in real time
Rauland, Hillrom, Ascom, Cornell, TekTone, and wireless pendant systems
Family-facing response reports for care conferences
03
Email & inbox response
Shared inboxes are where referrals and family trust go to die.
Time to first human reply by inbox and by person
SLA compliance: 1 hour, 4 hours, same day
Aging backlog and oldest unanswered threads
Hospital and referral-source detection with priority alerts
Referral to tour to admission funnel
Billing and family inquiry response, tied to review sentiment
Metadata only. We never store message bodies or attachments
Microsoft 365 and Google Workspace
04
PointClickCare & EHR analytics
Read-only API access. Nothing changes in your charting.
Daily census, occupancy, admissions, discharges, and budget variance
Payer mix and Medicare A / managed care day counts
PDPM case-mix by component vs. state and national
MDS schedule: ARDs, due dates, late and default-rate risk
Quality measures, Five-Star drivers, and survey exposure
30-day rehospitalization and ED visits by diagnosis and referring hospital
A/R aging by payer, Medicaid pending, and denials
Falls, pressure injuries, weight loss, antipsychotic use, infections
05
Staffing, labor & PBJ
The numbers CMS grades you on, before CMS sees them.
Hours per resident day by discipline, unit, and shift
Agency hours and cost, overtime, and open shifts
Staffing vs. call-light response on the same chart
PBJ submission preview and Five-Star staffing projection
Turnover and time-to-fill by position
OnShift, SmartLinx, Paylocity, ADP, UKG, and CSV imports
06
Reputation, leads & marketing
Close the loop between marketing spend and admissions.
Google Business reviews, rating trend, and response time to reviews
Website inquiries and tour requests matched to phone and email follow-up
Referral-source scorecards: which hospitals send, and what happens next
Family satisfaction pulse surveys tied to the units they mention
One building or forty
Every facility ranked on the same scorecard.
Regional operators get a portfolio view: every metric above for every building, side by side, with the outliers on top. Drill into any building in one click.
- Consistent definitions"Speed to answer" means the same thing in every building, on every phone system.
- Weekly operator reviewA one-page brief per building, ranked, ready for your Monday call.
- Alerts that go to the right personMissed referral call to admissions. Slow hall to the DON. Late MDS to the coordinator.