New metrics in the Practitioner performance report: Patient Average Visit (PVA) and Rebook Rate

The Practitioner performance report is a valuable tool for keeping track of things like total appointments booked, total and average revenue, cancellations and DNAs, and more—each on a per-practitioner basis. We’ve just added a couple of new metrics that should help to make this report more useful for you! They’re called the Patient Visit Average (PVA for short, or CVA, if you have “client” as your terminology) and the Rebook Rate. You can see them within the report summary:

Note: the numbers in the above screenshot are examples, and are not fully accurate. The image above is meant to show you what the PVA and Rebook Rate fields look like on the report summary.

Below, we’ll explain how they work!


Patient Visit Average (PVA)

This is the average number of times that a single patient visits the practitioner. It’s calculated by the total number of “valid attendances” (meaning, appointments that are not cancelled or marked as DNA) divided by the number of new patients seen during the report’s time frame. A higher number means more repeating visits (basically, less “churn”) for the practitioner.

Let’s say that a practitioner has had 50 appointments booked during the month of January. 10 of those were cancelled or DNA, so their total number of “valid” appointments is 40.

Out of those 40 appointments, 10 were totally new patients—it was their very first time at this clinic, with this practitioner. So the practitioner’s PVA would be 40 divided by 10, for a total of 4. The PVA, in this case, is 4—meaning that a patient’s average number of visits is 4.


Rebook Rate

This is the percentage of bookings that have a future booking during or after the report’s time frame. It looks specifically at the total number of all bookings (though it won’t include cancelled and DNA appointments), and then it subtracts the total number of patients that had an appointment in that period, without upcoming appointments, finally dividing that by the total number of bookings.

For example, let’s say you have 10 patients seen in that period with 2 bookings each (so, 20 total appointments) in the report’s time period, and five of them have no other appointments booked after the reporting period’s end. That gives you a 75% rebook rate.


These additions to the practitioner performance report should make your performance tracking even more reliable! And as always, if you have any questions on how this all works, we’re here to help!

3 Likes

This is a great new feature, thanks.

Found it difficult to get this information from CliniqApps.

I am currently offering complimentary initial assessments. Is there a way to exclude these appointments from the Patient Average Visit?

Thanks

Wouldn’t the PVA be more useful if instead of new patients, it used unique patients? It’s wonderful to see more practitioner/appointment metrics. Thanks :blush:

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Thanks Cliniko, this saves us from manually calculating these stats each week!

Yep this would make more sense. Currently my PVA over last 6 weeks is 62 :joy:

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Couple of comments about each of these features.

PVA: If your definition of a new patient is ‘their first time at this clinic’ it is not going to give an accurate PVA result. Your example gives 4 as the average. But if 10 of those 40 appointments were Initial Consultations for return clients to the practice, it actually yields a PVA of 2. Making the report redundant. This could be improved by changing your terminology of New Patients to ‘Initial Consultations’.

Rebook Rate: This seems like quite a complex calculation. I’m not sure what this report is meant to represent but I assume it reflects the ability of individual practitioners to rebook their clients and keep them on schedule. A more accurate indication of this would be obtained by looking at the results of the ‘Patients without upcoming appointments’ report for each therapist.

PVA is something we use but we discount Insurance patients, we also offer 3D gait analysis which we would again want to discount from the report as these patients generally come 3-6 monthly.

Is there any way of amending the report so that we can customise the reports to exclude certain types of appointments?