How to Make the Most Out of Your Practice Dashboard

The section of PracticeVital called “Practice Dashboard” shows key performance indicators for your practice as a whole.  This section provides valuable insights that allow you to gauge the overall performance of your team and can help you optimize your team's performance. Here are some of the ways that you can use the data on the Practice Dashboard:

1.  Implement Practice Wide Goals:

• We recommend you review the following metrics on a monthly basis with your leadership team: 
  • Completed sessions for the month
  • Practice wide cancellation rate
  • Practice wide retention rate
  • Clients seen that month
  • Number of outstanding notes
  • Average weekly sessions

2. Implement Practice Wide Changes:

The Dashboard allows you to compare the practice's overall cancellation, retention and churn rate to industry standards so you know which areas of your practice are on track and performing well and those that require new strategies to improve.  If you identify a practice wide issue, invest in trainings or coaching to help create change. Talk to other practice owners about their practice wide rates to see how yours measure up, and talk to others in our PV Facebook community about strategies for improving your numbers.  Assess your progress over time by clicking through different time periods to see if your practice is making meaningful changes over time.  

• If your Cancelation rate is high, implement practice-wide strategies to reduce Cancelations, such as improving or adding additional appointment reminders, adjusting scheduling practices, or analyzing clinician-client communication. Consider sharing best practices for reducing Cancelations in your team meetings or send our blog post, about how to reduce Cancelations, to your whole team. 
• If your practice wide retention rate is lower than 70%, consider, implementing practice-wide strategies to help improve your overall client retention.  
  • You might consider enhancing your client onboarding process to provide more detailed information about the process of therapy and the importance of engaging in weekly sessions over the course of at least 8 weeks. You might invest in more training and development for your clinicians to ensure they’re offering the most effective treatment. You might engage in client engagement initiatives such as sending follow up surveys,  or hosting workshops or therapy groups to keep clients engaged and connected to the practice outside of individual therapy sessions.
• If your practice wide churn rate is at or higher than 20%, consider implementing practice-wide strategies to help improve your overall churn rate and/or invest in additional marketing and outreach knowing you have a revolving door of clients.  
  • You might consider checking in with all new clients after they’ve been at the practice for two to three sessions to get their feedback and assess for fit.  Work with your intake coordinator to find out what criteria they’re using to assign new clients to clinicians. 
  • See if there are any changes that need to be made including the possibility of offering additional trainings to clinicians with a high churn rate.  For example, if clinicians are frequently experiencing churn with clients who struggle with eating or body image issues, you might invest in trainings specific to that presentation so the clinician can hone their skills in that area. 
  • Consider using practice wide churn rate as a KPI for your intake coordinator/team. 

3. Identify Hiring Needs:

Monitor your team’s overall utilization to determine if the workload is right for the existing team. A consistently high client load or practice wide utilization of 85% or above may indicate it's time to hire a new clinician to meet demand.

4. Compare Performance Across Groups:

Track active clients, rebooking rates, and upcoming bookings to ensure that active clients are consistently returning. Use these insights to improve client retention strategies.

5. Maximize Practice Efficiency: 

Track active clients, rebooking rates, and upcoming bookings to ensure that active clients are consistently returning. Use these insights to improve client retention strategies..

6. Set Key Performance Indicators (KPIs) for your Team:

You might look at metrics by location or by supervisor to see if your site supervisors are hitting their expected KPIs. For example, you might set 65% or higher as the expectation for retention rate across a group of supervisees.  You might consider offering a bonus to supervisors who maintain a retention rate above 75%, across their team of clinicians, over a 12 month period. 

We would love to hear ways in which you’ve been putting the Practice Dashboard within PracticeVital to use in your practice!  Feel free to join our Facebook community to exchange ideas around best practices.