What is patient return rate?
Patient return rate measures the percentage of your most recent patients who returned for a second session within 30 days of their first completed appointment.
You should also be able to see patients who are approaching or due for follow-ups under the Insights tab, within the patient return rate view.
How is patient return rate calculated?
Patient return rate is calculated on a rolling basis using your last 30 new patients with completed first appointments, using the following formula:
(# of patients who had 1 or more occurred follow-up appointment(s) within 30 days of their first session ÷ # of new patients with a completed first appointment, minus exclusions below) × 100 = patient return rate
The following metrics are included in the patient return rate calculation:
Patient pool: your last 30 new patients with completed first appointments
Returning patient definition: a patient who completed their first appointment and at least one additional appointment within 30 days of their first session start time
Booking source: both Fay-sourced and provider-sourced patients are included
The following are excluded from the patient return rate calculation:
Patients who cancel or no-show within their first 30 days
Patients still within their initial 30-day window, until that window closes
Patients who were charged differently than the price estimator
Patients with an invalid payment method
If you retain a patient with an invalid payment method, they will be included in the metric (you will receive credit for retaining this patient)
Patients who move to a state you are not licensed to serve
Because of these exclusions, the patient return rate percentage may not always reflect your full active caseload, even if many of your current patients have had a second occurred appointment within 30 days of their first appointment.
Why does patient return rate matter?
Patient return rate is a key indicator of early patient retention. When a patient returns after their first session, it signals trust in you as their provider, confidence in the care plan, and alignment between their goals and your approach.
How do I learn more about patient return rate?
Additional information on patient return rate is available in this article.