Using the Caseload health page

The Caseload health Insights page helps you understand how clients continue care with your practice and review your active caseload. To access this page, navigate to Analytics > Insights > Caseload health. 

The Caseload health page includes two metrics: Retention rate and Active clients.

In this guide, we’ll cover: 

• Overview of the Retention rate metric
• Setting a definition and goal for the Retention rate metric
• Overview of the Active clients metric
• Highlights for the Caseload health page
• Scenarios that may affect the Caseload health page

To view guides for other Insights pages and metrics, see Introducing the Insights tab.

Note: This feature is being released in phases. If you currently don't see this feature in your account, it'll become available as the rollout continues.

Overview of the Retention rate metric

Important: All metrics, analytics, and data related to this feature are one of many tools available to support practice management. Retention data is most meaningful when considered alongside qualitative clinical notes and individual case complexity. Please ensure your use of this data complies with applicable employment laws and your internal practice policies.

The Retention rate metric appears by default when you view the Caseload health page. It tracks the number of clients retained out of all new clients eligible for the metric.

For the Retention rate metric, you can define the exclusion period that indicates whether a new client is eligible for the metric. This period ensures that clients who had their first session after a certain date are excluded from the metric, so that they have more time to attend sessions before they are counted.

Additionally, you’ll be able to define how many sessions it takes for an eligible client to count as retained. To define both items, see Setting a definition and goal for the Retention rate metric.

Important: Only sessions with service codes mapped under Client retention count toward this metric. To review these codes, navigate to your Settings > Practice > Analytics page.

At the top left of the graph, you can view the percentage of retained clients out of all eligible clients within the selected timeframe.

Use the Clients who started dropdown to select the timeframe in which clients attended their first session.

Note: Only quarterly and yearly timeframes are available for this metric. 

If you’re part of a group practice, use Filter by to include data for specific clinicians. Use View by to group the data by completed sessions or clinician. The graph and table will update based on your selection.

Viewing by sessions completed

By default, the metric groups data by Sessions completed. A completed session is one with a Show status (e.g. Session 1 represents a client’s first session with a Show status). 

Note: Session 8 includes eligible clients who completed eight or more sessions.

You can hover over a point in the graph to view details for each session.

The table below explains the data shown when you hover:

The table in your metric will have a column for % reached, which is the same percentage as % of eligible clients who completed session.

Viewing by clinician

If your practice has multiple clinicians, you can view the metric by clinician by selecting Clinician from the View by dropdown. This will display each clinician’s retention rate within the selected timeframe.

Use the Sort by dropdown to sort the data by Highest rates, Lowest rates, or Clinician name.

You can hover over a bar in the graph to view details for a clinician.

The table below explains the data shown when you hover:

Setting a definition and goal for the Retention rate metric

You can define how many sessions a new client must complete to be considered retained, along with an exclusion period to exclude very recent clients from the metric. You can also set a goal for the percentage of eligible clients retained across your practice. The goal and these definitions only impact the Retention rate metric.

To do this: 

1. When viewing the Retention rate graph, click the gear icon in the top right

2. Under Definition, select the number of completed sessions a new client must reach to be considered retained
   • You can select up to 8 sessions
3. Select an exclusion period of up to 20 weeks to exclude newer clients from the Retention rate metric before they've had enough time to complete the required sessions
   • Click How to calculate your exclusion period to review recommended ways to determine this period
   • If you don't want to use an exclusion period, select 0 weeks

4. To set a goal, toggle Goal on and enter the Min acceptable rate of eligible clients retained for your practice

5. Click Save

Your goal factors in your retention definition and exclusion period. For example, if eligible clients are considered retained after completing 5 or more sessions and your minimum acceptable rate is 30%, your goal is for 30% of eligible clients to complete at least 5 sessions.

When you set a goal, a goal line appears on the graph. You can use this line to compare the actual retention rate with your goal.

If the exclusion period applies to the selected timeframe, a message above the graph will indicate that clients who started after a certain date are excluded.

Note: For this metric, a client’s start date is determined by their first completed session with a service code mapped under Client retention. To review these mappings, navigate to Settings > Practice > Analytics.

Overview of the Active clients metric

The Active clients metric indicates how many active clients are currently associated with your practice. 

To view this metric, click the dropdown under Show me and select the Active clients metric. At the top left of the graph, you’ll see the total number of client profiles marked Active.

Like the Retention rate metric, you can use the View by dropdown to group the data by completed sessions or clinician. If you view by completed sessions, data will be grouped based on a number range of sessions (e.g. 0-1 sessions). 

Note: When viewing data by clinician, you can also use the Sort by dropdown. You can also use the Filter by dropdown to adjust which clinicians are shown for this metric. For more information, see What’s included in an Insights page?

When you hover over a bar in the Active clients graph, you can view the following:

Under Data when viewing by clinician, % of total is the same percentage as Share of active caseload in a tooltip.

Highlights for the Caseload health page

You can see the following highlights for the Caseload health page:

• Rate of change: Indicates whether your practice’s retention rate increased or decreased compared with the previous week, month, quarter, or year
• Goal: Indicates whether the current retention rate is behind your practice’s minimum acceptable rate of new clients retained

For more information, see How am I notified of changes related to metrics under the Insights tab and Practice pulse?

Scenarios that may affect the Caseload health page

Below are a few scenarios that may impact the Caseload health page.

Note: For additional scenarios that may affect a metric, click the question mark icon while viewing it or click Metric guide in the top right corner of the page.

What if a client intentionally completes sessions prior to the retention definition?

A client that successfully graduates from care may appear as a drop-off in the Retention rate metric if they finish treatment before reaching your set goal. For example, if clients are defined as retained if they’ve completed 4 sessions, but a certain client only attends three sessions as intended, this will lower the number of Total completions for the fourth appointment.

Note: In the above example, when the Total completions is lowered, the percentage of the Change from previous session for Session 4 will also be lowered. 

What if I have multiple profiles for a client?

If you have two or more profiles for the same client, these profiles will be considered separate clients and may create duplicate data for your Caseload health metrics. 

Note: A couple client profile is considered as one client for all Caseload health metrics. If individual client profiles are created for both members of the couple client, these will be considered three separate clients.

What if a client sees multiple clinicians?

For the Retention rate metric, a client's sessions are attributed to the clinician who held the client’s first session with a Client retention code. For example, if a client's first session is with Clinician A and their second session is with Clinician B, both sessions are attributed to Clinician A.

Note: The client in the above example would only be represented once when viewing the Retention rate metric by time.

If a separate clinician typically holds an intake or consultation session prior to the client beginning care with their primary clinician, we recommend excluding the service codes for intake and consultation sessions from Client retention. To do this, navigate to your Settings > Practice > Analytics page and click Edit next to Client retention. 

You can always review individual discharge notes for a full clinical picture.