What is 3-month retention rate?
3-month retention rate measures the percentage of your most recent patients who completed another session on or after 90 days from their first completed appointment.
You should be able to see patients who are approaching or due for follow-ups under the Insights tab, within the 3-month retention view.
How is 3-month retention rate calculated?
3-month retention rate is calculated on a rolling basis using your last 30 eligible patients whose first appointment was 90+ days ago, using the following formula:
(# of patients who had ≥1 occurred appointment on or after 90 days from their first session ÷ All eligible patients whose first appointment was 90+ days ago, minus exclusions) × 100 = 3 month retention rate
The following metrics are included in the 3-month retention rate calculation:
Patient pool: your 30 most recent eligible patients who completed their first appointment at least 90 days ago
Returning patient definition: a patient who completed their first appointment and at least one additional appointment on or after 90 days from their first session
Booking source: both Fay-sourced and self-sourced patients are included
The following are excluded from the 3-month retention rate calculation:
Patients who cancel or no-show
Patients who were charged greater than their initial estimate within their first 90 days
Cigna patients
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
If your patient meets one of these exclusions, the 3-month retention rate percentage may not always reflect your full active caseload, even if many of your current patients have been with you for 3+ months.
Why does 3-month retention rate matter?
Your 3-month retention rate is a key indicator of long-term patient retention. When a patient continues care beyond the 90 day mark, 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 my 3-month retention rate?
Additional information on 3-month retention rate is available in this article.