The <45-minute door-to-door standard is the promise that defines urgent care — it's why patients choose you over the ER and why they come back. This dashboard tracks whether you keep it: time from the door to a provider, total visit length, the share of visits that finish under 45 minutes, and the patients who give up and leave before they're ever roomed.
What this dashboard answers
The door-to-door page answers the core service question: what share of visits met the <45-minute standard, how did that rate trend week over week, and which centers are dragging the group down? The wait-and-abandonment page turns to the cost of failing it — how many patients left without being seen, when, and where. Reading the door-to-door bucket distribution (under 30, 30–45, 45–60, 60–90, 90-plus minutes) shows whether you're missing the standard by a little or a lot.
The metrics that matter
The <45-minute door-to-door rate is the headline — it's the operational definition of the urgent care promise. Left-without-being-seen (LWBS) is the money metric hiding behind it: every abandoned arrival is a visit you staffed for but never billed, and the rate climbs hardest in the surge hours when the waiting room is full. Total wait minutes quantifies the cumulative burden patients are carrying, which is what drives the reviews and the no-return decisions.
Why the data is trapped
Door-to-provider and door-to-door timestamps come from your queue and check-in tools — Clockwise.MD, QLess, or Solv — not always from the EMR, while the visit and provider context lives in Experity, eClinicalWorks, or athenahealth. LWBS often isn't a clean field at all; it has to be inferred from a check-in with no completed visit. So the one number that defines the patient experience is split across two systems and usually reconstructed by hand in a spreadsheet.
How to read it
Start with the <45-minute rate by center, then read LWBS rate by arrival hour next to it — abandonment concentrating in the late-morning and evening surges is the clearest signal that staffing doesn't match demand in those windows. The weekly trend line tells you whether a fix is holding. Cross-reference the door-to-door bucket chart: a cluster in the 45–90 bucket is a different (and easier) problem than a long 90-plus tail.
The sample on this page uses entirely synthetic timing data — anonymized centers, no real patients or PHI.
Metrics it tracks
| Metric | What it means |
|---|---|
| Total Visits | Count of visits with timing captured — one row per visit. |
| Visits Seen in <45 Min | Count of visits whose door-to-door time finished under 45 minutes. |
| <45-Min Door-to-Door Rate | Visits seen in <45 minutes ÷ total visits — the share meeting the door-to-door standard. |
| Total Wait Minutes | Sum of door-to-provider minutes across all visits — the total waiting-room burden. |
| Left-Without-Being-Seen Count | Count of patients who left before being roomed. |
| LWBS / Abandonment Rate | Patients who left without being seen ÷ total arrivals — the share who gave up on the wait. |
Used by: Medical directors and ops managers protecting the door-to-door promise
Frequently asked questions
What is the door-to-door standard in urgent care?
The widely cited benchmark is that most patients should complete their visit — from walking in the door to walking back out — in under 45 minutes. It's the operational expression of the urgent care promise of fast, convenient care, and it's the headline service-level metric operators and consultants track.
Why does left-without-being-seen (LWBS) matter so much?
Every patient who leaves before being roomed is a visit you staffed for, drew in, and never billed — lost revenue plus a likely negative review. LWBS also concentrates in surge hours, so a rising rate is an early warning that staffing isn't matching demand in your busiest windows.
Where do the wait-time numbers come from?
Door-to-provider and door-to-door timestamps usually live in a queue or check-in tool like Clockwise.MD, QLess, or Solv, while visit context lives in the EMR. Export both and use this as a template; the sample here uses synthetic data so you can see the finished layout first.
Build this report on your own data
Clone this Urgent care template — describe it and we’ll generate sample data so you can try it free, or upload your own export. You get a fully modeled, branded Power BI project that opens in Power BI Desktop.
Use this as a template →