Cancellation and no-show rate

Definition

The share of booked visits that do not happen, on a schedule built weeks ahead.

Why It Matters

A therapist's hour is the unit of production and it cannot be stored, so every missed visit is capacity sold to nobody, and a plan of care that stalls also stops producing the later visits it would have earned. It is one of the few numbers a new owner can improve in the first quarter with scheduling discipline alone. Ask for the rate by clinic and by therapist, and read a high one as the recoverable margin it usually is.