KPIs in care contracts
Key performance indicators, or KPIs, are the measurable standards you must meet once a care contract is live, reported to the commissioner on a set cycle. Common KPIs include missed and late calls, electronic call monitoring compliance, care worker continuity, complaints and safeguarding response times, and staff training rates. The contract sets targets and the consequences of missing them. Your bid should show how you will monitor and consistently hit these measures.
Common care contract KPIs
Typical KPIs cover missed calls, late calls, call duration against the planned visit, electronic call monitoring compliance, continuity of care worker, response to complaints and safeguarding, and staff training and supervision rates. The exact set and targets depend on the service and the commissioner.
How performance is measured
Many home care contracts use electronic call monitoring, where carers log in and out at each visit, giving the commissioner live data on punctuality and missed calls. Performance is usually reviewed at regular contract meetings, and persistent breaches can trigger improvement notices or, ultimately, contract action.
Show how you will hit the KPIs
Buyers want to see the systems and routines behind your numbers: the monitoring software, who reviews the data, how you act on a late or missed call, and how you protect continuity. Linking your method statements to specific KPI targets makes your delivery answers credible.
Not sure if you qualify for a tender? We check it for free, before you pay anything, and we only take bids we believe you can win. See our domiciliary care tender writing or text TENDER to get started.
Common questions
What are the most common care contract KPIs?
Missed calls, late calls, electronic call monitoring compliance, care worker continuity, complaint and safeguarding response times, and staff training rates. Targets and reporting frequency are set in the contract.
What is electronic call monitoring?
A system where care workers log in and out at each visit, usually by phone or app, giving the commissioner real-time data on attendance, punctuality and missed calls. It underpins many home care KPIs.
What happens if I miss my KPI targets?
Consequences escalate, from increased reporting and improvement plans at contract meetings, through performance notices, to contract action for persistent failure. Strong internal monitoring is how providers stay ahead of this.
Keep reading
Browse all care tender guides, or see care tender writing by service.
Got a tender to check?
Text TENDER to +44 7822 001898and we'll tell you free whether you'd qualify, before you spend a penny.