Use the Attendance rates Insights page to track trends in unattended sessions for your practice. To access this Insights page, navigate to Analytics > Insights > Attendance rates.
The Attendance rates page includes a metric for the Overall cancellation & no show rate, as well as other metrics for each cancellation and no show status (Canceled, Clinician canceled, Late canceled, and No Show).
Note: To view trends for attended sessions (Show), see Using the Session volume page.
In this guide, we’ll cover:
- Overview of the Overall cancellation & no show rate metric
- Setting a goal for the Overall cancellation & no show rate metric
- Overview of other metrics in the Attendance rates page
- Highlights for the Attendance rates page
- Scenarios that may affect the Attendance rates page
To learn about 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 Overall cancellation & no show rate metric
The Overall cancellation & no show rate metric appears by default when you view the Attendance rates page. This metric tracks missed sessions, which include sessions with a No show, Late canceled, Canceled, or Clinician canceled status.
Missed sessions are displayed as a percentage of all sessions scheduled for the selected timeframe. This practice-wide percentage appears in the top left corner of the graph.
Use the From dropdown to change the metric's timeframe.
If your practice has multiple clinicians, use Filter by to include data for selected clinicians. You can also use View by to group the data by time or clinician.
The graph displays different information depending on whether you group the data by time or clinician. The sections below explain how to interpret each view.
Viewing by time
By default, the metric groups data by time. In this view, the overall cancellation and no show rate is shown for each period within the selected timeframe (day, week, or month).
You can hover over a bar in the graph to view details for that period.
The table below explains the data shown when you hover:
| Data point | Definition |
|---|---|
| No show rate | The percentage of No show sessions out of all sessions scheduled for the time period (day, week, or month). |
| Late canceled rate | The percentage of Late canceled sessions out of all sessions scheduled for the time period. |
| Canceled rate | The percentage of Canceled sessions out of all sessions scheduled for the time period. |
| Clinician canceled rate | The percentage of Clinician canceled sessions out of all sessions scheduled for the time period. |
| Overall cancellation & no show rate | The percentage of No show, Late canceled, Canceled, and Clinician canceled sessions out of all sessions scheduled for the time period. |
The Data table also shows the number of sessions for each of these appointment statuses (such as Total no shows) and the Total sessions across all statuses for the selected period.
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 overall cancellation and no show 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:
| Data point | Definition |
|---|---|
| No show rate | The percentage of the clinician’s No show sessions out of all their sessions within the selected timeframe. |
| Late canceled rate | The percentage of the clinician’s Late canceled sessions out of all their sessions within the selected timeframe. |
| Canceled rate | The percentage of the clinician’s Canceled sessions out of all their sessions within the selected timeframe. |
| Clinician canceled rate | The percentage of the clinician’s Clinician canceled sessions out of all their sessions within the selected timeframe. |
| Overall cancellation & no show rate | The percentage of sessions with a No show, Late canceled, Canceled, or Clinician canceled status out of all the clinician’s sessions within the selected timeframe. |
Setting a goal for the Overall cancellation & no show rate metric
You can also set a goal for the percentage of missed sessions across your practice. This goal only applies to the Overall cancellation & no show rate metric.
Note: You can’t customize the goal to apply to individual appointment statuses.
To set the goal:
- When viewing the Overall cancellation & no show rate graph, click the gear icon on the top right corner
- Toggle Goal on
- Enter a Max acceptable rate for missed sessions out of all sessions
- Click Save
When you set a goal, a goal line appears on the graph. You can use this line to compare the actual overall cancellation and no show rate with your goal.
Overview of other metrics in the Attendance rates page
To view data for specific appointment statuses, select one of the following metrics from the Show me dropdown:
The graph and table will update to show the same information as the Overall cancellation & no show rate metric, narrowed to the status(es) you selected.
Like the Overall cancellation & no show rate metric, you can use the View by, From, and Filter by dropdowns to adjust the data shown for these metrics. When viewing data by clinician, you can also use the Sort by dropdown.
For more information, see What’s included in an Insights page?
Highlights for the Attendance rates page
You can see the following highlights for the Attendance rates page:
- Rate of change: Indicates whether your practice’s overall cancellation and no-show rate increased or decreased compared with the previous week, month, quarter, or year
-
Goal: Indicates whether the current overall cancellation and no-show rate exceeds your practice’s maximum acceptable rate of missed sessions
- You can also see whether certain clinicians’ rates are exceeding the practice’s goal
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 Attendance rates page
Below are a few scenarios that may impact the Attendance rates page.
Note: For additional scenarios that may affect a metric, click the question mark icon or click Metric guide in the top right corner of the page.
Will an appointment with a cancellation code be included, even if it isn’t marked as Show?
For Attendance rates metrics, an appointment only counts as missed if it has a No show, Late canceled, Clinician canceled, or Canceled appointment status.
If you have service codes mapped for cancellations or no-shows, an appointment with one of those codes won’t count as missed unless it also has one of these appointment statuses. For more information, see How do I set up my Insights tab and Practice pulse?
What if I change the date of a session?
If the date of an existing session is updated without changing the status, the metrics won’t take the original date into account.
For example, if a Show session is moved from Tuesday to Thursday, this won’t be considered a cancellation or no-show on Tuesday. In this scenario, if you’d like the session to count, the existing session on Tuesday can be updated to a No show, Late canceled, Clinician canceled or Canceled appointment status, then a new session can be created for the client on Thursday.
Note: If deleted, a session won’t count toward Attendance rates metrics.
How are group appointments counted?
In a group appointment, the status of an individual within the group appointment will be included in metrics if they’re labeled as No show, Late canceled, Clinician canceled or Canceled.
For example, if the entire group appointment is marked with the Show status, but one individual is marked as Canceled, this will be included as both a Show appointment and a Canceled appointment in your Attendance rates metrics. It will also be marked as 2 sessions under Total sessions.
Note: If the entire group appointment is marked with the Show status, and all individuals under the appointment are also marked as Show, only one Show appointment will be included in your Attendance rates metrics. It’ll also be marked as only 1 session under Total sessions.