Last 12 months · all locations
Who comes back, and where patients slip away
Rebook rate72%Goal 75% · network median 66%
Come back for visit 265%Network median 58%
Visits per patient5.7Average over 12 months
Lapsed, 3 to 12 months1,623$519,525 in past revenue
Where new patients drop off
382 patients whose first visit was April to June, followed to todayVisit 1
100% · 382 patients
Visit 2
65% · 248 patients
Visit 3
53% · 202 patients
Visit 5
38% · 144 patients
Visit 10
19% · 71 patients
Visit 2 to visit 3 loses 12 points. Most of them had no next visit booked when they left. Booking the next visit before patients leave is the biggest lever here.
Show as a table
| Visit | Share | Patients | Network median |
|---|---|---|---|
| Visit 1 | 100% | 382 | 100% |
| Visit 2 | 65% | 248 | 58% |
| Visit 3 | 53% | 202 | 44% |
| Visit 5 | 38% | 144 | 29% |
| Visit 10 | 19% | 71 | 14% |
Rebook rate by week
Visits where the patient left with the next one bookedShow as a table
| Week | Rebook rate |
|---|---|
| Week of 6 July | 72% |
| Week of 13 July | 73% |
| Week of 20 July | 74% |
| Week of 27 July | 73% |
| Week of 3 August | 72% |
| Week of 10 August | 71% |
| Week of 17 August | 74% |
| Week of 24 August | 73% |
| Week of 31 August | 74% |
| Week of 7 September | 74% |
| Week of 14 September | 73% |
| Week of 21 September | 74% |
Still coming, by starting month
Share of each month's new patients who visited again N months laterApril · 143 new
63%57%46%37%32%
May · 117 new
62%50%42%37%
June · 122 new
62%52%45%
July · 139 new
61%55%
August · 111 new
64%
September · 134 new
Show as a table
| Started | New | Month 1 | Month 2 | Month 3 | Month 4 | Month 5 |
|---|---|---|---|---|---|---|
| April | 143 | 63% | 57% | 46% | 37% | 32% |
| May | 117 | 62% | 50% | 42% | 37% | — |
| June | 122 | 62% | 52% | 45% | — | — |
| July | 139 | 61% | 55% | — | — | — |
| August | 111 | 64% | — | — | — | — |
| September | 134 | — | — | — | — | — |
Lapsed patients
No visit in 3 to 12 months and nothing booked. Emma invites them back automatically.$519,525
what these 1,623 patients spent with you before they stopped
3 to 6 months · 649 patients
$206,584 past revenue · 150 invited · 27 rebooked
Automatic6 to 9 months · 503 patients
$154,272 past revenue · 112 invited · 17 rebooked
Automatic9 to 12 months · 471 patients
$158,669 past revenue · 78 invited · 10 rebooked
AutomaticHow lapsed patients' last appointment ended
1,623 lapsed patients · Emma's message matches how each one endedCame in, never rebooked
68% · 1,096A friendly check-in works best
Cancelled, never rebooked
22% · 349Offered a new time
No-show, never rebooked
7% · 114A no-pressure invitation
Discharged
4% · 64Maintenance visits, not treatment
Show as a table
| Ending | Share | Patients |
|---|---|---|
| Came in, never rebooked | 68% | 1,096 |
| Cancelled, never rebooked | 22% | 349 |
| No-show, never rebooked | 7% | 114 |
| Discharged | 4% | 64 |