Know what your retention actually looks like
See what your “rebooking rate” is hiding
For physiotherapy, osteopathy, chiropractic, podiatry, acupuncture, pilates and multi-disciplinary clinics. Based on six operating numbers taken directly from your last six months of completed activity.
Get your retention reportFree. Takes 3 minutes. No sign-up.
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Your rebooking number can be misleading.
Your PMS tells you your rebooking rate. That number is calculated differently depending on the system, and it is often overstated. Most dashboards count any patient with a future appointment as “rebooked”, including the ones who never turned up, the speculative pencil-ins, and the same-day cancellations.
Retention is what turns capacity into revenue. Every other clinic metric sits downstream of whether your patients come back. If your rebooking number is wrong, the decisions you make off it are wrong.
First-visit retention, properly defined
New patients who actually attended a second appointment, as a share of new patients. The number your PMS is usually rounding up.
Episode depth
Completed appointments per unique patient. Whether patients are progressing through a meaningful course of care or dropping out early.
Patient value
Revenue per unique patient in the window. The cleaner answer to “what is a patient actually worth to me?” that most PMSs do not surface directly.
Three steps. Three minutes.
Enter your last six months
New patients, those who completed a second appointment, returning patients, total appointments, and total revenue. Defaults are pre-filled so you can see the tool in action immediately.
Add whatever your PMS reports
Paste in your PMS rebooking rate, its visits-per-patient figure, and its average patient value, if it shows them. Any of the three can be left blank and the tool will still produce the comparison.
See the comparison
Three rows, side by side: what your PMS says, the clean operating view, and which metrics need attention. One hedged sentence names the biggest weakness.
What makes this different
It shows you the gap
Your PMS number sits beside the clean operating view, so you can see how far apart they are instead of arguing about which one is right.
It separates first-visit retention from episode depth
Clinics that fail at the first-visit handover need different fixes to clinics that rebook fine but lose patients mid-episode. The tool names which one is the biggest weakness, and why it matters.
It uses numbers you can actually pull
Six operating figures taken directly from completed activity over the last six months. No sampling, no projections, no integrations to configure.
Your report includes
First-visit retention, properly defined
New patients who actually attended a second appointment, divided by new patients. Not diary bookings.
Episode depth
Completed appointments per unique patient. Whether your patients are finishing what they started.
Patient value
Revenue per unique patient in the six-month window. The number most PMSs do not show you clearly.
A PMS-vs-clean-view comparison
Three rows, side by side. The gap between what the dashboard reports and what the numbers actually say.
A hedged diagnosis sentence
One sentence naming whether first-visit conversion or episode depth is the bigger weakness, or whether both are healthy.
Three methodology blocks
Why each figure matters, why the PMS tends to miss it, and what actions it usually points to.
A six-month window
Long enough to capture an episode of care, short enough that the picture still reflects how the clinic is running today.
A shareable link
Send the same view to your practice manager or owner. No login, no permissions, no sign-up.
Two companion tools
The HMDG Pricing Engine and Capacity Engine, linked from the footer when retention points somewhere else.
Already know where your retention sits?
The HMDG Capacity Engine tells you what your clinic is capable of. The HMDG Pricing Engine tells you what it should charge. Use all three.
FAQs
It is calculated differently depending on the system and is often overstated. Most PMSs count any patient with a future appointment in the diary as “rebooked”, even when the patient never turns up to that future appointment, the front desk pencilled it in speculatively, or the patient cancelled the next day. The tool asks you instead for the number of new patients who actually completed a second appointment, which is a much harder figure for the PMS to distort.
See what your retention actually looks like
Get your retention reportFree. 3 minutes. Your data stays in your browser.