KPI (Key Performance Indicators)
Quantitative metrics used to measure the operational and financial performance of a home care agency. Common KPIs include fill rate, caregiver retention, client satisfaction score, revenue per client, and billing denial rate.
Also known as: KPI · key performance indicators · performance metrics · scorecards · operational metrics
Key Performance Indicators (KPIs) are the numeric measures that tell an operator whether the business is performing well or poorly. In home care, KPIs span several domains:
**Operational:** Fill rate (% of shifts covered), open shift rate, call-off rate, time-to-fill open shifts.
**Financial:** Revenue per client, ODP margin by payer, AR days outstanding, denial rate.
**Workforce:** Caregiver retention (30/60/90-day), time-to-first-shift, training completion rate.
**Quality:** Client satisfaction score, supervisory visit adherence, incident rate, EVV compliance rate.
KPIs are most useful when benchmarked against historical performance, peer agencies, or industry standards.
In home care, this means…
Tracked in agency dashboards and franchisor scorecards. KPIs drive weekly and monthly operating reviews.
Related terms
Benchmarking →
The practice of comparing an agency's KPI performance to industry averages, peer agencies, or top performers to identify gaps and improvement opportunities. Franchised home care agencies often benchmark against network peers.
ODP (Owner's Discretionary Profit) →
A financial metric representing revenue minus direct caregiver costs (wages, mileage, benefits), before office overhead. ODP measures the unit economics of care delivery and is the primary profitability metric for home care agency operators.
CSAT (Client Satisfaction) →
A survey-based measure of client and family satisfaction with home care services. CSAT scores are tracked as a quality KPI and are a leading indicator of client retention.