Monitoring and Analysis of Clinical KPI Trends to Support Service Improvement in a Private Healthcare Clinic

Abstract

This study analysed nine months of operational data from four branches of a private healthcare clinic in Jeddah, Saudi Arabia, to examine key performance indicator (KPI) trends and interrelationships. Six KPIs were evaluated: patient wait times, satisfaction scores, complaint frequencies, medicine supply compliance, emergency medication availability, and equipment availability. Using descriptive statistics, correlation analysis, Kruskal-Wallis testing, and Cox proportional hazards modelling, the study identified significant inter-branch variations and complex KPI interdependencies. Results showed substantial wait time improvements in one branch (from 40 to 23 minutes), consistently high patient satisfaction (>4.5/5) across three branches, and notable disparities in emergency medication compliance (χ² = 12.40, p = 0.006). Strong negative correlations emerged between wait times and satisfaction scores (r = -0.66), while trade-offs were observed between emergency preparedness and regular supply compliance. Cox survival analysis revealed that measured operational factors did not significantly predict wait times, suggesting that unmeasured variables drive temporal variations. The findings demonstrated that systematic KPI monitoring can identify performance gaps and guide improvement initiatives in private healthcare settings. Emergency medication compliance emerged as the primary area requiring standardised protocols, while the complex KPI interdependencies highlighted the need for holistic performance management approaches that consider trade-offs between quality dimensions.