Recently a colleague on our facebook group – PracticeNav… Tips to run your Clinic asked the following questions. So I thought why not answer them in a blog format.
Just to clarify the following before we start
DNA – Did not attend – not rebooked
UTA – Unable to attend – rebooked
Cancelled appointment – not rebooked
NP – New Patients FU – Follow up
The percentages will vary hugely with every clinic depending on the type of clinic, how long it’s been established, client base, practitioners involved, location etc. So I can only give you information based on the average healthcare clinic I deal with.
Based on 50 clients for a week
2% DNA (1)
6% UTA (3)
2% Cancellation (1)
74% FU (38)
16% NP (8)
- If your DNA, UTA and cancellations are above 20% then you need to review your systems – click here to review your systems.
- Ideally you want your NPs above 10% in order to grow your business. If this is not the case and you’ve got all the systems in place then you need to review your marketing strategy. Click here for a free marketing plan.
- Follow up with all DNAs and cancellations via phone call by treating practitioner to find out what happened and rebook their appointment.
- Reminders – I send SMS and email reminders for all appointments, people are busy and forget things, make it easy for them to remember their appointment.
Does it differ among practitioners?
Yes, if you’re a well established practitioner with a good reputation you’ll have a fan base wanting to see you. If you’re just starting out, it takes time to become established and build a fan base, but if you’re good at what you do, this will change (give it a year) and read the blog.
Do some practitioners have a high percentage of NPs?
A new practitioner starting out will have a higher percentage of NPs compared to an established practitioner. As they become established this percentage will reduce due to the higher number of FU clients.
Are they holding onto the new clients?
With regards to holding onto clients, if clients are discharged following consultation, then they will be on your database. Having clients on your database is an important part of your marketing strategy (see below). If you’ve done a good job they’ll refer their friends and family to see you. If you don’t do a good job then they won’t refer clients or come back to see you. So it’s all about setting expectations from the initial visit.
Any strategies to improve this?
In my view, it’s not about holding onto new clients, it’s about creating a relationship with a potential referrer for the future. Keeping in regular contact with your database through regular, relevant blogs (Keep it Simple) and follow up emails helps to improve this relationship. At Compass Physio we follow up with clients 3 weeks and 3 months post treatment (their last visit). This way we keep our clinic and profession in their mind. When they’re at a social event and someone asks “Do you know any good Physio (or whatever you do)?” then they’ll be more than happy to refer you a new client!