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 top row shows Revenue taken, Appointments completed, No-shows and Rebooked. Revenue is succeeded payments in the period, with refunds as negatives and a comparison against the previous period of the same length.

The appointment counts on this page count appointment rows. A multi-treatment visit can count more than once, and diary blocks are not excluded from this page's appointment query. Read Average per completed visit as revenue divided by those completed rows. Use Monthly summary or Staff summary when you need grouped patient-visit counts.

Rebooked is the share of patients who completed an appointment in the period and have a future confirmed booking or one awaiting a reservation fee, as at now. A booking with a colleague still counts.

Visits per patient a year uses the 365 days ending with the selected period. Unpaid balances combines completed appointment balances in the period with balances on invoices issued in it. Appointment balances prefer the agreed final price, then a captured waitlist offer price where applicable, then the current treatment price, less discounts and relevant payments. The invoice half links to the Invoices report.

Revenue breakdown splits takings by payment type, including refunds. Older no-show and late-cancellation charges remain in historical figures; clinics can no longer take those charges. Reservation fees retained after a missed visit remain reservation fees.

Patients in this period counts patients with appointments in the period, including cancelled, missed and upcoming bookings. A returning patient has an earlier non-cancelled appointment; this is not restricted to completed visits.

No-shows and cancellations summarises missed appointments, their value and older no-show fees, with cancellations counted separately. Missed value prefers the agreed final price, otherwise the current treatment price. It is an estimate of missed diary value, not a patient debt, and fees are not netted off it.

Treatment mix ranks the top eight treatment names by non-cancelled appointment rows, including bookings not yet completed. By practitioner shows completed appointment rows, revenue attributed through the payment's appointment and the practitioner's rebooking rate.

This page prints, but does not have a CSV export.

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 UK time, not UTC.
• New patients counts patients registered in the month and excludes imported records. The other figures include imported history.
• Visits counts a multi-treatment patient visit once.
• Value missed prefers the agreed final price, then a captured waitlist offer price where applicable, otherwise the current treatment price. It does not apply appointment discounts.
• Average per visit is net takings divided by completed visits.

Future value

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

• It includes confirmed appointments and bookings awaiting a reservation fee from now on, with a patient on them.
• Each appointment uses its agreed final price first, then a captured waitlist offer price where applicable, otherwise the current treatment or appointment-type price.
• Deposits already held are subtracted from each appointment's value, with the result kept at zero or above.
• A current treatment price marked "from" is indicative when no saved price takes precedence. The page also counts appointments without a saved, treatment or appointment-type price.
• Imported appointments are included.

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.

• A patient's first visit is their earliest completed appointment at your clinic. Imported history counts.
• Returned within 90 days means another completed appointment within 90 days of the first visit. Cancelled or missed bookings are not a return.
• A cohort appears only once 90 days have passed since the end of its month. The 180-day column stays blank until that longer window has passed.
• The practitioner and booking-source splits cover the same closed cohorts. Headline percentages are weighted by patients, rather than averaging monthly percentages.

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 succeeded payments carrying that patient in the period, with refunds deducted.
• Visits counts completed visits in the period, a multi-treatment visit once.
• Last visit is the latest completed appointment inside the selected period; Next booked is the earliest future confirmed booking or booking awaiting a reservation fee, as at now.
• The export names patients and is recorded in your clinic's audit log. It can include more than the page, up to 50,000 rows. Use shorter periods if you need more.