The basics
Service level agreements (SLAs) in Planbase define how patient interactions are grouped, measured, and converted into staffing requirements. They categorize interactions—such as in-person visits, telehealth appointments, and async chats—based on attributes like service type, state etc.
To configure SLAs, go to the Forecasting page, click the Settings cog in the top right, and select Configure SLAs. Here, you can create, edit, and manage SLAs.
Understanding SLAs in Planbase
Definition
SLAs group patient interactions based on:
Who handles them (e.g., MDs, NPs, RNs, specialists).
Where the data comes from (e.g., EHRs, scheduling platforms, ticketing systems).
How long they take to complete.
SLAs structure data for staffing forecasts and workload management.
Key SLA components
Each SLA includes:
Linked supply – The employees responsible for handling these interactions (e.g., NPs in urgent care, radiologists).
Linked demand – The data source for these interactions (e.g., Epic, MedPlum, Healthy, Zendesk).
Performance metrics – Values used to convert interaction volume into staffing requirements.
Setting up an SLA
To create an SLA, go to Settings > Configure SLAs and click "Add SLA."
1. Define the SLA
Enter an SLA name (e.g., “Urgent care televisits”).
Select the employee groups handling these interactions (e.g., MDs, PAs, NPs).
2. Link to data sources
Choose the integration source (e.g., Epic, Intercom, Healthy).
Integrations must be set up before SLAs can pull data.
3. Filter the data
Exclude keywords – Remove interactions like cancellations, no-shows, or billing-related tickets.
Include keywords – Limit data to specific interactions (e.g., “urgent care” or “mental health”).
Configuring SLA performance metrics
SLAs use performance metrics to calculate staffing needs.
Key metrics
Average handle time – The typical duration of an interaction.
Target wait time – The maximum acceptable wait time before a patient is seen.
Service level agreement (SLA%) – The percentage of interactions that should meet the target wait time (e.g., 90% of visits start within 10 minutes).
Shrinkage – Non-productive time between interactions due to administrative work or breaks.
Viewing SLA data and forecasts
Once an SLA is created, Planbase groups the relevant data and updates the Forecasting page. This may take up to 10 minutes before these forecasts appear on the forecasting page
Next steps
For more details, see the Forecasting overview.