The business performance reports

Five reports that answer "how is the business doing", rather than "what happened this week". They sit behind the finance capability, so owners and anyone given it can open them.

Executive summary

The one page to open on a Monday morning. The top row of cards covers what happened in the period:

Revenue taken. Money that moved in the period, with the change against the previous period of the same length.
Appointments completed, with how many are still upcoming.
No-shows. The money is the headline and the count and rate sit under it, because a percentage is a statistic and a pound figure is a decision.
Rebooked. Of the patients who completed a visit in this period, the share who have any future appointment booked, confirmed or awaiting a reservation fee, as at now.

The second row answers how the business is doing rather than what happened:

Average per completed visit. Money taken divided by visits completed.
Visits per patient a year. The rolling twelve months ending with this period, over the patients who completed a visit in them.
Unpaid balances. Completed visits in this period with something still owing, at today's list price less discounts and payments, plus the balance on invoices issued in the period. The invoice half links straight to the Invoices report.

Below that are five panels. Revenue breakdown splits the takings by what they were for: booking reservation fees, balances, no-show and late-cancellation fees, retail, gift vouchers sold, account top-ups and refunds. The lines always add to the total. Patients in this period counts who was seen, split into new and returning. No-shows and cancellations lists the missed visits, what they were worth at list price, the fees you actually took, and cancellations counted separately, because a cancellation with notice and a no-show are different problems. The value is shown before any fee and the fees are never netted off it. Treatment mix ranks what you did. By practitioner gives visits completed, revenue attributed through the payment's appointment, and each practitioner's own rebooking rate.

Rebooking is asked the same way everywhere in the app: a patient who rebooks with a colleague still counts, because they came back to the clinic.

Monthly summary

Twelve months side by side: takings, refunds, net, visits, new patients, no-shows and what they were worth. The table always shows twelve months and ends with the month the period ends in, so changing the period slides the twelve months along rather than shortening the table.

Months are cut in clinic time, not UTC.
New patients counts patients registered in the month and excludes imported records, which arrive in bulk on the day a clinic moves across. Every other figure includes them, because they are real history.
Visits count a multi-treatment visit once.
Value missed is the list price of the treatments booked and not attended.
Average per visit is net takings divided by completed visits.

Future value

The diary read as an order book: what the appointments still to come are worth, less the reservation fees already taken. It has no period, because it is everything from now on.

Every confirmed or awaiting-reservation-fee appointment from now on, with a patient on it, valued at the treatment's price on the menu today.
Deposits already held are subtracted, because that money is in the bank and is already on the takings report. Leaving it in would count it twice.
A treatment priced "from" contributes its floor and is marked as indicative. The page also says how many appointments to come have no price on the treatment at all.
Imported appointments are included: a migrated clinic's next fortnight is mostly imported.

Client retention

Of the patients who first visited in a given month, how many came back. A cohort is all the patients whose first visit fell in one month, followed forward together, which is the only honest way to compare one month's patients with another's.

A patient's first visit is their earliest completed appointment at your clinic. Imported history counts, or every migrated clinic would look as though it opened on the day it moved across.
Returned within 90 days means another completed appointment within 90 days of that first visit. Bookings that were cancelled or missed are not a return.
A cohort appears only once 90 days have passed since the end of its month, so every patient in it has had the full window. That is why the last few months are not shown: their number would still be going up. The 180-day column stays blank for one window longer, for the same reason.
The splits by practitioner and by how the patient booked cover the same closed cohorts, so they are comparable with the table. The headline percentages are weighted by patients, not an average of the months.

Patient spend

Patients ranked by what they paid in the period, with visits, last visit, what they have booked next and how to reach them. It is the list you ring down.

Spend is money that moved: every succeeded payment carrying that patient in the period, with refunds taken off. Not list price.
Visits counts completed visits in the period, a multi-treatment visit once.
Last visit and next booked are as at today, not inside the period, because the point of the list is spotting somebody near the top with nothing booked.
The export carries the full list, names patients, and is recorded in your clinic's audit log.