Business Context

You are the analytics lead for Amazon Clinic’s virtual primary care product, which supports ~2.5M visits/month across asynchronous chat and scheduled video visits in the US. The business is expanding payer partnerships, and leadership has committed to a care quality and safety bar that must be demonstrated to regulators, employer clients, and medical directors.

Over the last 8 weeks, the Chief Medical Officer flags that patient complaints are up 18% and a major employer account is threatening to pause rollout unless you can prove the department is measuring care performance rigorously and improving it. At the same time, Product claims that a new “faster triage” workflow reduced time-to-first-response by 22% and should be considered a win.

Metric Scenario

Stakeholders disagree on what “performance of care and services” means:

• Medical leadership wants clinical appropriateness, safety, and continuity.
• Operations wants speed, capacity, and cost per visit.
• Product wants engagement and repeat usage.
• Compliance wants auditability and low adverse-event risk.

You need to propose a coherent metric framework that (a) can be monitored weekly, (b) ties to patient outcomes and business risk, and (c) produces actionable levers for improvement.

Data Available

Your Task (what you must produce)

1. Define a North Star metric for “care & service performance” that balances clinical quality and patient experience, and explain why it is the right top-line measure for this department.
2. Propose 5–8 supporting KPIs (leading + lagging) and clearly label which are outcome, process, and balancing/guardrail metrics.
3. Provide a calculation spec for the North Star metric and at least two supporting KPIs, including inclusion/exclusion criteria (e.g., which visits count, how to handle missing surveys, how to attribute follow-ups).
4. Decompose the recent complaint increase and reconcile it with improved time-to-first-response. Identify the most likely drivers and what cuts you would run first.
5. Recommend 3–5 concrete interventions (product, ops, clinical policy) and the expected metric movement you’d look for within 2–4 weeks.
6. Describe how you would set benchmarks/targets (internal baselines, external references, and risk-based thresholds) and how you would prevent gaming.

Constraints:

• You have one week to deliver a plan for the employer QBR.
• Any change must not increase adverse events or inappropriate prescribing.
• Survey response rate is only ~14%, and safety reviews cover ~3% of visits (risk-sampled).