Understanding Your Performance Metrics

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Metrics dashboards show key statistics from the past year, giving visibility into your performance metrics. To view your metrics dashboard, log in to the Provider Portal and select the “Metrics” tab.

The metrics provided within this data cover three of the pillars of our patient care: patient satisfaction (do patients rate Nourish highly?), patient retention (do they come back and see their RD?), and patient outcomes (do they make progress on their health outcomes?). While there are plenty of unique situations that impact these metrics, when considered holistically compared across data from thousands of providers and tens of thousands of patients, exceptions tend to even out and you can get a general idea of how things are going with your patients.

The Session Performance Dashboard provides more detail and actionable next steps related to patient engagement. Below you can find a breakdown of the different metrics included in the dashboard, and how you can incorporate this dashboard into your patient engagement workflow

This section shows your overall retention score on a 0–6 scale. (As a new RD, this data will continue to populate (and will reflect your all-time retention so far) but does not impact scheduling during your onboarding phase.)

The score is calculated by equally weighting four key milestones—the % of your patients who reach 3, 6, 9, and 12 appointments—and then comparing your relative combined score to our entire Nourish RD team. This score is meant to provide you with insights on your relative retention performance, and the impact this has on how you are displayed for new patient scheduling. 

While these values are benchmarked using information from all Nourish RDs, it is possible for all RDs to be in the green - these values are neither fixed or competitive. This is simply a reference tool to improve the visibility you have.

Additional detail on what the colors on the dial indicate with respect to your patient retention:

• Green → Strong performance. These RDs have strong patient engagement, and are prioritized in the new patient scheduling display. 

• Yellow → Room to grow. We recommend additional targeted outreach and connecting with your CQM to improve patient engagement.

• Red → Requires attention. Improvements in retention will increase new patient scheduling, so we highly recommend reviewing the retention resources provided and contacting your CQM at your earliest convenience to discuss next steps.

The table on the right of this dial also displays how your score impacts scheduling and tailored next steps for improving retention.

The four dials in this section show how your patients are progressing across the key milestones of the care journey:

• Foundational Care (3 appointments) – Patients establishing the initial phase of their care journey.

• Initial Care Cycle (6 appointments) – Patients building momentum and achieving early goals.

• Long-Term Care

  • (9 appointments) – Patients sustaining care beyond the first cycle.

  • (12+ appointments) – Patients reaching long-term consistency in their journey.

Given that every patient journey is unique (and even that certain insurance or financial situations prevent continued care), the target in these dials is not to have 100% of your patients reach all of these journey stages (the green bands indicate the target percentage for RDs). Instead, these dials are meant to provide visibility on your patient engagement trends and how this compares to all RDs at Nourish. Each dial shows the % of your patients who have reached the milestone, with colors showing performance vs. Nourish benchmarks: green = on track, yellow = room to improve, red = needs attention. For example, if your Foundational Care dial reads 63%, that means 63% of your patients have completed 3 or more appointments (excluding insurance-denied cancellations). Since this dial is in the yellow, this RD’s Foundational Care retention has room to improve, and we recommend taking the recommended next steps from Section 1. 

The numbers at the bottom show how many more patients you would need to hit this milestone to reach the next dial color band. For example, “13 new patients to reach 3 appts” means if you had 13 additional patients (from your current caseload) reach 3 sessions or more, your dial would move into the next color band (for example, move from yellow into green). These values are updated daily, but may change as new patients are introduced.

These charts show how your retention dials have trended over time, so you can see whether more of your patients are progressing through each care journey milestones. Essentially, these graphs represent a snapshot of what number each of your dials have displayed over time. 

Ideally, if your metrics are in the yellow or red zones, you want to see these lines moving upward over time as more patients stay engaged. The dotted line on each chart marks the benchmark for proficiency (values from the light green color bands in the dial). This line gives you a clear reference point: when your trend line is at or above the dotted line, it means you’re hitting expectations for that milestone.

Section 4: Patient Post-Appointment Feedback Scores

Here you can find additional information on how patients rate their sessions. Ratings across all Nourish RDs are consistently excellent, so while feedback is very important, retention captures a separate part of patient engagement that ratings alone don’t always show (in addition to patient outcomes).

On the top chart, you’ll see your average feedback score by month, which helps you track overall trends in patient satisfaction. Below that chart, you can review all individual feedback entries, including written comments where available, so you can see not just the score but the reasons patients share behind it.

If you have additional questions, please review our Session Performance Dashboard FAQ document, or reach out to your CQM.