Key Performance Indicators for 2025

Feedback:80% of staff to take a yearly satisfaction survey

Profitability: Turnover to grow YoY

Resident satisfaction: 
80% of residents declare satisfaction with care services

Job satisfaction: 75% of employees would recommend your company as a good place to work

Operations efficiency: 
Overhead costs* to decrease YoY

Online reputation: 
Family rating on carehome.co.uk or equivalent to be at 9 

Absence: 
Yearly sickness days to be below 8.1 per employee (national average)

Staff agency usage: 
Proportion of all hours delivered to decrease YoY

CQC rating or equivalent: 
80% of locations to obtain a “Good” or “Outstanding” rating

Development: 
Staff engaged in training to grow YoY

Occupancy: 
Occupancy rate to reach 80%

Internal quality assurance score: 
75% of services to achieve a score 
of 85%

Recognition: 
The number of awards won to grow YoY

Recruitment: 
The vacancy rate to be under 10.7% 
(national average)

Reaction time: 
90% of complaints to be resolved within 1 month

Retention: 
Staff voluntarily terminating their contract to be under 30% (national average)

Payroll accuracy: 
Number of payroll errors to decrease YoY

Incident management: 
Number of medication errors or incidents to decrease YoY

Vacancies: Average time to fill vacancies for frontline staff to be under 30 days

Scheduling: Rosters to be published and visible to staff 4 weeks ahead

Staff costs: 
Staff costs to decline YoY

Absence: 
Hours paid equals hours worked

Accuracy of every hour of care provided: 
Commissioned hours equals hours delivered