Referral reporting is generated through Artera Analytics Plus. The Referral Message Performance Dashboard and the Referral Performance Report are available for analyzing your Referral outreach metrics.

The Referral Message Performance Dashboard and the Referral Performance Report must first be added to your Enterprise's Looker folder. If you are an Analytics Plus customer and do not see these reports in your folder, connect with your Customer Success Representative to request access.

NOTE: The Referral Message Performance Dashboard is available to all Referrals Management customers. The Referral Performance Report is a separate report and is only applicable to customers with an active HL7 ZF1-8 feed. An Artera representative will work with you to ensure your Referrals integration meets Artera's requirements to leverage the Referral Performance Report.

Referral Message Performance Dashboard

The Referrals Message Performance Dashboard tiles include Referral Drilldowns, Referral Reach, and Referral Acceptance Metrics.

• Referrals Drilldown: These tiles provide a comprehensive look at your referral data, covering Locations, Providers, and detailed breakdowns by procedure, type, and diagnosis. You can also monitor high-level metrics for Referral Trigger deliverability and overall Referral Reach.

• Referral Reach Metrics: Explore Referral Reach by examining unreached Referrals, opt-outs, response breakdowns, and message rates. 

• Referral Acceptance Metrics: These tiles speak to the acceptance rates of Referrals and how many messages to the patient were needed to solicit that response.

Filters

This report allows you to set multiple report-wide filters including "Created Date" and "Speciality".

You can choose one or more options for the filters. Use the + icon to add additional OR filter values. 

Referral Message Performance Dashboard Tiles

These tiles provide a high-level overview of Referral message types, acceptance rates, and the related to/from Referral Locations. 

Referral Message Type by Day

This bar chart shows the distribution of Referrals communication through the following message classifications:

• Automated Outbound: These are Referral Triggers sent from Artera to the patient.

• Inbound: This message is sent in from the patient.

• Manual Outbound: These are automated messages sent from Artera to the patient that are not Referral Triggers and are not manual outbound messages from staff to the patient. Instead, these are messages sent from Artera to the patient like After-Hours Auto-Responses, Conversation Flows, Holiday Hours, etc.

Referral Acceptance Rates & Counts

This bar chart is only relevant for customers who use Conversation Flows as part of their Referral Trigger build. "Acceptance rate" is defined as a patient responding to the Referral Conversation. 

Referrals Drilldown

These tiles include information about the to/from referral Locations, to/from referral Providers, and further breakdown referrals by Procedures, Types, and Diagnoses. You will also view Referral Trigger deliverability and Referral Reach at a high-level.

NOTE: If your organization does not collect one or more of these data points, the tile will display the total number of Referrals for the selected timeframe. 

Referral Triggers Deliverability

This report displays Referrals based on the date the message was sent from Artera, instead of the Referral created date that is used on the other reports. The Description column here contains the Trigger's description. You will also be able to see whether the message was sent via SMS, voice, or email and if the message was delivered successfully.

Referrals Created and Reached

• Total Referrals Created: Total number of referrals created that day.

• Referrals Reached via SMS: Total number of referral outreaches sent via SMS.

• Referrals Reached via Call: Total number of referrals sent via phone call.

• Total Referrals Reached: Referrals Reached via SMS + Referrals Reached via phone call.

• Referrals Not Reached: Total Referrals Created - Total Referrals Reached.

Referral Reach Metrics

Explore Referral Reach by examining unreached referrals, opt-outs, response breakdowns, and message rates. 

Referrals Not Reached by Communication Type

These patients were not sent a message or phone call about their referrals. Drill into this report to understand why a patient was not contacted. Additionally, the referral may not be in an authorization or scheduling status that has been configured to receive Triggers e.g. doNotSchedule.

Opt Outs

These patients have opted out of receiving text messages from a certain phone line. 

Rolling Response Breakdown

This report and the following tiles are only useful to customers leveraging Conversation Flows for their Referral Triggers. They describe the patient referral acceptance through response to the Conversation Flow.

Referral Acceptance Metrics

These tiles speak to the acceptance rates of referrals and how many messages to the patient were needed to solicit that response. These reports are useful for customers who leverage Conversation Flows in their referral workflow, otherwise, most data fields will be blank.

Deliverability Reports

Another report that may be helpful when working with Referral data is the Deliverability by Trigger report. This is not part of the Referrals Message Performance Dashboard but can be used to further analyze your outreach data. This report is located in the #Artera Analytics Plus folder. 

1. Navigate to your Shared Folders and choose the #Artera Analytics Plus Folder.
2. Scroll down to the Looks section and choose Deliverability by Trigger. 
3. This report displays all Triggers within your Enterprise. We recommend that you choose only the Referral Triggers that you are interested in from the Trigger Current Description Filter. 
4. You may also want to adjust the date range, depending on the timeframe you are looking to report on. 
5. Select Run to filter the report. 
6. Review the status of the message to the patient and determined whether or not it was delivered. It may be helpful to follow up with undelivered and failed patients directly.
   

Call Statuses