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Quality Score

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Gay Salingay
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Quality Score Introduction

What is a Quality score?

  • Your Quality Score measures your dependability as an IntelyCare employee. Like a credit score, it uses completed shifts, punctuality, and advanced notice of releasing shifts to calculate a score between 0 and 1000. 

  • Quality Scores can range from Premier to At Risk. Note: To view your Quality Score, navigate to your Profile tab in the IntelyCare app and select ‘My Performance.’  Please see the bottom of the page for more assistance.
     

    Premier 950-1000
    Excellent 850-949
    Good 750-849
    Average 650-749
    At Risk 0-649

Why Is Quality Score Important?

  • Your Quality Score indicates your overall reliability and ability to deliver consistent patient care.
  • Quality Scores that have dropped into the “At Risk” level may result in your employment with IntelyCare being terminated.

How is my Quality score calculated?

  • Your quality score is calculated based on your shifts completed, punctuality, and any NCNS on your account.  Shifts that you complete and show up on time adjust your score positively, while shifts that you are late for or release without enough notice adjust your score negatively.

What makes my quality score go up or down?

  • There are specific factors that affect your quality score. These factors are based mainly on completing shifts, punctuality, and giving advanced notice of releasing shifts. Please use the following reference as a guide to the factors that go into score changes:

  • Completing a shift and being on time: Working a shift and being on time positively impacts your quality score because working shifts you commit to and arriving on time ensures continuity of patient care.
  • Completing a Shift but being late: Completing a shift, but being late for the shift will impact your score negatively because this is not meeting attendance standards.
  • Releasing a Shift Within 48 Hours Before the Shift: Releasing a shift with less than 48 hours before the shift impacts your quality score negatively as well. Releasing a shift, within the penalty window, as it is harder to backfill these shifts to ensure safe staffing levels. 
    Hours until Shift Start Time Quality Score
    Less than 8 Hours Biggest Quality Score Reduction
    8 to 24 Hours Medium Quality Score Reduction

    24 to 48 Hours

    Low Quality Score Reduction
    More than 48 Hours No Quality Score Reduction
  • No Call No Show: If you accept a shift and do not attend the shift or give any advanced notice, this will have the largest penalty on your score. Note that NCNS can lead to termination as an IntelyPro.
IMPORTANT:  Any release made after the start time of the shift is considered a failure to notify and results in an infraction of attendance equal to a No Call No Show.

How does your Quality Score affect you as an IntelyPro?

What happens if my Quality Score is high?

  • You will have exclusive access to new shifts for the first 30 minutes they are requested, allowing you to pick the available shifts before anyone else. Click HERE for more details on how your Quality Score affects how you see shifts.

What happens if my Quality Score is low?

  • You will receive a reminder that your Quality score decreased and some recommendations on how to improve it.
  • Our quality team will review low-quality scores, so keeping your score in good standing is essential.
  • You will have limited access to the available shifts. 

How can I see the history of my Quality Score?

  • You can easily see how each shift impacted your quality score in the app. To view the Activity Feed, visit “My Performance” and select “View History” from the IntelyPro app.

  • From this dashboard, you can see how your shift-by-shift activity adjusted your Quality Score, giving you insight into how your Quality Score has progressed. 

     

How do I know if my Quality Score is good or bad?

  • There are five Quality Score categories. Your score determines which category you fall into.

    Premier 950-1000
    Excellent 850-949
    Good 750-849
    Average 650-749
    At Risk 0-649

How often is my Quality Score updated?

  • Your score gets updated right after you release or complete a shift.

Can facilities see my Quality Score?

  • No, facilities won't be able to see your Quality score. Our internal team has access to your score, but we do not show your score to any facilities.

How long does it take to improve my Quality Score?

  • Quality Score reflects an average of your overall performance of all the shifts you have worked with IntelyCare. This means that if you have worked many shifts with IntelyCare, each shift’s performance will change your score to a lesser degree. If you have not worked many shifts with IntelyCare, each shift performance will significantly impact the Quality score.
  • We understand that emergencies happen, and you may have to release a shift less than 48 hours until that shift is supposed to start.  More shifts worked will gradually decrease the impact of any given release.

Can I get feedback on why my Quality Score is low and how to improve it?

  • If your Quality score is lower than you’d like it to be, it’s because you are releasing too many shifts less than 48 hours until shift start time. You can improve your score by completing shifts you accept. If you have to release a shift, do it more than 48 hours before that shift starts.

Where can I see my Quality score?

  • You can view your Quality score by navigating to your Profile tab in the app. There are two tabs: ‘My Performance’ and ‘My Credentials’. Your Quality score lives in ‘My Performance', above ‘My IntelyLevel’.

After how many shifts will my Quality Score start being calculated?

  • Your Quality Score will begin calculating after your first recorded event, such as completing a shift, releasing a shift, being marked Tardy, or being tagged as No Call No Show.

 

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