Definition: This is the number of Individual Appointments that are scheduled in the upcoming calendar week (i.e. next Mon-Sun).

Learn how to improve your 1 Week Forward (coming soon)

Example:

Allie, a practitioner, is reviewing the 1 Week Forward metric first thing on a Wednesday morning and it shows 35 Individual Appointments. Allie has 18 Individual Appointments remaining in the current week (i.e. between Wednesday and Friday). Allie's 1 Week Forward metric can be calculated as:

1 Week Forward = 35

Note: 1 Week Forward captures the Individual Appointments in the next Calendar week i.e. 7 days between Monday to Sunday. It is not a capture of the next 7 days ie From the Wednesday it is being reviewed by Allie and the 'rolling' 7 days that directly follow. If you are reviewing the 1 Week Forward metric on a Monday, then the result will be for the Monday to Sunday of the following week.

Definition: This is the number of Individual Appointments that are scheduled in the upcoming four calendar weeks (i.e. starting from next Monday).

Learn how to improve your 4 Weeks Forward (coming soon)

Example:

Allie, a practitioner, is reviewing the 4 Week Forward metric first thing on a Wednesday morning and it shows 84 Individual Appointments. Allie has 18 Individual Appointments remaining in the current week (i.e. between Wednesday and Friday). Allie's 4 Week Forward metric can be calculated as:

4 Weeks Forward = 84

Note: 4 Week Forward captures the total Individual Appointments that are scheduled in the next four Calendar weeks i.e. starting from next Monday to Sunday (one week) and includes the subsequent three calendar weeks.

Definition: This is the number of Individual Appointments completed (ie attended).

Learn how to improve your Appointments

Example:

Allie, a practitioner, had 30 Appointments scheduled over the time period in review (e.g. 1 week). However, 5 Appointments were cancelled, leaving 25 attended Appointments (30 - 5 = 25). Allie's Appointments can be calculated as:

Appointments: 25

Note: The Appointments metric does not include Group Appointments (classes). It is only Individual (ie one on one) Appointments.

Note: The Appointments metric does not include any Cancelled Appointments.

Definition: This is the amount of money generated from all Individual Appointments ie Excluding Group Appointments (classes).

Learn how to improve your Appointment Revenue

Example:

Allie, a practitioner, had 30 Appointments scheduled over the time period in review (e.g. 1 week). However, 5 Appointments were cancelled, leaving 25 attended Appointments (30 - 5 = 25). At the end of each Appointment there is an Invoice created which the client is required to pay for the services they received. The total revenue from all 25 appointments is $4,500. Allie's Appointments can be calculated as:

Appointments: 25

Note: Appointment Revenue is based on 'Raised Invoices' and does not distinguish if the invoice status has changed to a 'Paid Invoice' once the client finalises payment. Therefore, you might see a difference between Appointment Revenue and the amount of money deposited into your bank account.

Note: If you charge a Cancellation or Did Not Attend Fee it will not be included in Appointment Revenue.

Definition: This is the number of hours spent delivering Individual Appointments.

Learn how to improve your Appointment Service Hours (coming soon)

Example:

Allie, a practitioner, had 30 Appointments scheduled over the time period in review (e.g. 1 week). Each Appointment takes 45 Minutes to deliver. There are 60 minutes in an hour, therefore Allie's Service Hours can be calculated as:

Service Hours: [30] x [45] / [60] = 22.5 hours

Note: This does not include Group Appointments (Classes)

Definition: This is the average amount of money generated from an Individual Appointment (excluding GST).

Learn how to improve your Average Revenue

Example:

Allie, a practitioner, had 30 Appointments scheduled over the time period in review (e.g. 1 week). At the end of each Appointment there is an Invoice created which the client is required to pay for the services they received. The total revenue from all 25 Appointments is $4,500. Allie's Average Revenue can be calculated as:

Average Revenue: [4500] / [25] = $180

Definition: This is the percentage of Available Service Hours spent on delivering billable Service Hours.

Learn how to improve your Billable Utilisation (coming soon)

Example:

Allie, a practitioner, completed 25 Service Hours over the time period in review (e.g. 1 week). From the entries made into the Timesheet, Allie has 38 Ordinary Hours i.e. Paid Working Hours, however after adjusting for time where Allie was unable to provide billable service to clients, Allie now has a total of 32 Available Service Hours during the week. Allie's Billable Utilisation can be calculated as:

Billable Utilisation: [25] / [32] x 100 = 78%

Note: Billable Utilisation takes into account the number of hours where Allie is unable to perform Service Hours i.e. it subtracts non-billable time from Paid Working hours to account for activities like Mentoring, Training, CPD, Breaks and Leave so that your reference point for Utilisation is the 'Available Service Hours'.

Definition: This is the number of all scheduled Individual Appointments that were cancelled.

Learn how to improve Cancellations (coming soon)

Example:

Allie, a practitioner, had 30 scheduled Individual Appointments. However, 5 appointments were cancelled, leaving 25 attended (completed) appointments. Allie's Cancellations can be calculated as:

Cancellations = 5

Definition: This is the percentage of all Individual Appointments that were cancelled.

Learn how to improve your Cancellation Rate

Example:

Allie, a practitioner, had 30 scheduled appointments. However, 5 appointments were cancelled, leaving 25 arrived appointments. Allie's Cancellation Rate can be calculated as:

Cancellation Rate: [5] / [25 + 5] x 100 = 16.7%

Definition: The amount of hours a practitioner is contracted to and worked in a regular week (not including annual leave, sick leave, unpaid leave or public holidays). It is also known as 'Ordinary Hours' or 'Paid Working Hours'.

Learn more about your Contracted Hours

Definition: This is the monetary value of Wage and Superannuation costs paid to a practitioner as a percentage of Total Revenue generated by the practitioner.

Example:

Allie, a practitioner, has generated $192,000 of Total Revenue over the time period in review (e.g. one year). Over the same time period, the Practitioner Costs of Wages and Superannuation that were paid to Allie totalled $87,500. Allie's Practitioner Investment Ratio can be calculated as:

Practitioner Investment Ratio = [$87,500] / [$192,000] x 100 = 46%

Note: This does not include costs for training, mentoring, Continuing Professional Development (CPD) courses or workshops that are invested into practitioners.

Definition: This is the number of all Individual Appointments that were not attended (missed).

Learn how to improve your Did Not Attends (coming soon)

Example:

Allie, a practitioner, had 30 scheduled Individual Appointments. However, 2 appointments were missed by clients and they were marked 'Did Not Attend', leaving 28 arrived (completed) appointments. Allie's Did Not Attend metric can be calculated as:

Did Not Attend (DNA): 2

Note: This does not include any Group Appointments (Class) data.

Definition: This is the percentage of all Individual Appointments that were not attended (missed).

Learn how to improve Did Not Attend Rate (coming soon)

Example:

Allie, a practitioner, had 30 scheduled Individual Appointments. However, 2 appointments were missed by clients and they were marked 'Did Not Attend', leaving 28 arrived (completed) appointments. Allie's Did Not Attend metric can be calculated as:

Did Not Attend (DNA): [2] / [28 + 2] x 100 = 6.7%

Note: This does not include any Group Appointments (Class) data.

Definition: This is the percentage of total Contracted Hours spent on Appointment Service Hours ie Individual and Group (class) Appointments.

Learn how to improve your Employment Utilisation

Example:

Allie, a practitioner, completed 25 Service Hours over the time period in review (e.g. 1 week). From the entries made into the Timesheet, Allie has 38 Contracted Hours (aka 'Ordinary Hours' or 'Paid Working Hours), there was also a Public/Bank Holiday (7.6 Hours). Allie's Employment Utilisation can be calculated as:

​Employment Utilisation = [Service Hours] / ([Contracted Hours] - [Annual Leave Hours] - [Personal Leave Hours] - [Public Holiday Hours]) x 100

​Employment Utilisation = [25] / ([38] - [0] - [0] - [7.6]) x 100 = 82%

Note: Unlike Billable Utilisation, the Employment Utilisation metric does not account for the number of hours where a practitioner is unable to perform Service Hours i.e. 'ruled out' space in the diary. Therefore, Employment Utilisation does not take into account the amount of time a practitioner spends doing activities like Team Meetings, Mentoring, Training, CPD or Breaks.

Definition: This is the total monetary value a client spends at the clinic on average over their lifetime.

Learn how to improve your Lifetime Value

Example:

Allie, a practitioner, has a Patient Visit Average of 12 Individual Appointments per New Client. The Average Revenue generated per visit (Individual Appointment) is $180. Allie's Lifetime Value can be calculated as:

Lifetime Value: [12] x [$180] = $2,160

Definition: This is the number of all Clients that are new to the clinic.

Learn how to improve your New Clients (coming soon)

Example:

Allie, a practitioner, has 27 Individual Appointments this week and 5 of those Individual Appointments are for clients attending for their very first time at the clinic. Allie's New Clients can be calculated as:

New Clients = 5

Note: New Clients does not include New to Service or New to Location. For example, if an existing client receives ongoing Podiatry services and then gets referred internally to a Physiotherapist at the same clinic location for an initial appointment ie they are a new client to the Physiotherapist, the client is not counted as a New Client in Allie Metrics. Allie classifies a New Client only if it is their very first appointment to your Clinic overall i.e. a client can only be counted as a 'New Client' once.

Definition: This is the number of Individual Clients that attended an Individual Appointment but did not schedule a future appointment (Individual or Group).

Learn how to improve your No Future Appointments

Example:

Allie, a practitioner, had 30 appointments scheduled. However, 5 appointments were rescheduled, leaving 25 arrived (completed) appointments. Among these, 18 clients rebooked by scheduling a future appointment, while 7 didn't schedule a future appointment. Allie's No Future Appointments can be calculated as:

No Future Appointments = 7

Note: Why is Allie's No Future Appointments higher than the Cliniko Report?

Definition: This is the number of Individual Appointments a client attends on average over their lifetime.

Learn how to improve your Patient Visit Average

Example:

Allie, a practitioner, has delivered 8,064 Individual Appointments over the last 4 years of practice. Over the same time period, Allie has seen and served 662 New Clients. Allie's Patient Visit Average can be calculated as:

Patient Visit Average: [8,064] / [662] = 12

Note: Patient Visit Average is best analysed over a longer period of time i.e. don't read too much into it's fluctuations on a week to week basis. It is meant to represent the amount of visits a patient (client) will attend on average over their lifetime of coming to your clinic. Therefore it is best analysed over time periods of greater than 12 months.

Note: If a patient (client) has an episode of care eg 4 visits, is discharged from care and then returns to your clinic 18 months later with a new issue and has another episode of care eg 8 visits, they are not counted as a New Client because they are not 'new' to the clinic. Therefore, 4 visits plus 8 visits will equal 12 total visits. This client example is in alignment with the Patient Visit Average number calculated in the example above.

Definition: This is the percentage of Individual Appointments that have a future appointment booked.

Learn how to improve your Rebooking Rate

Example:

Allie, a practitioner, had 30 appointments scheduled. However, 5 appointments were rescheduled, leaving 25 arrived appointments. Among these, 18 clients rebooked by scheduling a future appointment, while 7 didn't. Allie's Rebooking Rate can be calculated as:

Rebooking Rate = ([25] - [7]) / [25] x 100 = 72%

Definition: This is the amount of money generated by a practitioner, minus the Practitioner's Wage and Super costs (Practitioner Cost).

Learn how to improve your Revenue for Clinic (coming soon)

Example:

Allie, a practitioner, has completed hundreds of Appointments (Individual and Group) over the reporting time period (eg one year) and generated $192,000 of Total Revenue. Over the same period, Allie's Practitioner Cost was $87,500. Allie's Practitioner Adjusted Revenue can be calculated as:

Practitioner Adjusted Revenue: [$192,000] - [$87,500] = $104,500

Note: this was formerly known as: Revenue minus Practitioner Cost.

Definition: This is the number of hours spent delivering Individual and Group (classes) Appointments ie all billable Service Hours for your Clients.

Learn how to improve your Service Hours

Example:

Allie, a practitioner, had 30 Individual Appointments and 5 Group Appointments (Classes) scheduled over the time period in review (e.g. 1 week). Each Individual Appointment takes 45 Minutes to deliver and each Group Appointment takes 60 Minutes to deliver. There are 60 minutes in an hour, therefore Allie's Service Hours can be calculated as:

Service Hours: ([30] x [45] + [5] x [60]) / [60] = 27.5 hours

Definition: This is the amount of money paid to practitioners for their Superannuation

Learn more about Superannuation in Australia

Definition: This is the total monetary value of the costs paid to a practitioner ie Wage and Superannuation.

Learn how to improve your Practitioner Cost (coming soon)

Example:

Allie, a practitioner, has worked for one year and the clinic has paid a total of $78,828 in Total Wages and a total of $8,672 in Superannuation. Allie's Practitioner Cost can be calculated as:

Practitioner Cost = [78,828] + [8,672] = $87,500

Note: This does not include costs for training, mentoring, Continuing Professional Development (CPD) courses or workshops that are invested into practitioners.

Definition: This is the amount of money generated from all billable client services eg products, assessments, reports, Individual and Group appointment fees (excluding GST).
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Learn how to improve your Total Revenue

Definition: This is the amount of money paid to practitioners for their Wages

Definition: This is the amount of hours that a Practitioner was paid for working.

Learn more about your Working Hours

Number of attendees per group appointments.

Learn how to improve Attendees per Class (coming soon)

Learn how to improve your Attendees per Class

Number of clients who attended group appointments.

Learn more about Class Attendees (coming soon)

Learn how to improve your Class Attendees

Average revenue generated from each group appointment.

Learn how to improve Class Average Revenue (coming soon)

Learn how to improve your Class Average Revenue

Number of group appointment cancellations during the week

Learn how to improve Class Cancellations (coming soon)

Number of clients that didn't turn up for their group appointments

Learn how to improve Class Did Not Attends (DNAs) (coming soon)

The average revenue from a single client over their lifetime with you.

Learn how to improve your Class Lifetime Value (coming soon)

Number of new clients for their first class session

Learn how to improve your Class New Clients

Number of clients seen that have no future appointment booked

Learn how to improve your No Future Clients in Classes

The average number of visits a new client will have over their lifetime with you.

Learn how to improve your Class Patient Visit Average

Percentage of clients that rebooked

Learn how to improve your Class Rebooking Rate

Revenue generated by practitioner(s) from group appointments (Consults + Products excl GST)

Learn how to improve your Class Revenue

Number of all group appointments.

The percentage of clients that Did Not Arrive to their group appointment

The percentage of individual appointments cancelled

Number of max capacity of group appointments

The utilisation percentage of the classes occupied (not including public holiday or sick leave hours)