Calculate the number of hours that a practitioner has seen patients

You can now calculate exactly how many patient-facing hours a practitioner has worked! :sparkles::alarm_clock: Within the practitioner performance report, there’s a new metric called service hours. This is defined as the number of hours a practitioner has seen patients. Service hours can be seen under the “Revenue” tab, to the right:

While someone might be at the clinic from 9 to 5, they aren’t necessarily seeing patients for eight hours straight. Service hours are calculated by looking at the duration of all appointments (both individual and group) that have been attended by patients during the report’s timeframe.

For example, let’s say you run a report for the first week of March. Sally the Physiotherapist was in the clinic from Monday through Friday, 9 to 5, but she wasn’t seeing patients for all of those hours. On Monday, Wednesday, and Friday, she had four hour-long appointments spread throughout the day, and four half-hour appointments mixed in. On Tuesday and Thursday, she had three two-hour appointments, and nothing else.

One patient cancelled their hour-long appointment on Wednesday, and another didn’t show up for their half-hour appointment on Thursday. Sally marked these appointments as “cancelled” and “Did not arrive”.

Using the example above, Sally was in the clinic for a total of 40 hours, but she was scheduled to see patients for a total of six hours on Monday, Wednesday, and Friday, and six hours on Tuesday and Thursday. Her total “service hours”, in this case, would have equalled 30 if no one had cancelled or not shown up—but because there was a cancellation for an hour-long appointment and a DNA for a half-hour appointment, Sally only actually saw patients for a total of 28.5 hours.

Note that service hours don’t include admin work or “non-appointment” time, so Sally was probably busy writing notes after appointments, following up on emails, and doing referrals—but she only saw patients for 28.5 hours in total.

:point_up:Note: Service hours are recorded when a new report is generated, so they won’t appear on any old reports that you might have already created. You’ll need to refresh older reports to get the service numbers to appear.

As always, if you have any questions on this change, our support team is happy to help!


This sounds like a really interesting idea, and we’re considering moving from tracking ‘number of appointments’ to ‘service hours’ as a KPI. However, before we do that, it would be good to get some more clarity about what exactly gets included as a service hour and what doesn’t. Is it based on whether a client is assigned to the appointment or not? If so, that may not be as useful as we had hoped, as we create all our team members as dummy clients so we can book meetings etc in their Cliniko diaries.

From our perspective, what would work better is if each Appointment Type has a checkbox to indicate if it is counted as a Service Hour or not. Another edge example would be travel time - this may not be booked to a client (as we might be travelling to multiple clients in an off-site visit) but would count in our minds as ‘service hours’.