Caretrics Resource Hub
Definitions, benchmarks, and calculators for the KPIs that matter in Jane.app clinics.
Caretrics calculates these KPIs for you and flags where revenue is leaking — no spreadsheets required. Start a $1 trial and get your first insights fast.
How often you schedule patients without double booking or wrong details
Why it matters: Fewer errors means happier patients and fewer conflicts
How many appointments happen in each hour of scheduled time
Why it matters: Higher means you’re seeing more patients in less time
Average time taken to complete and sign off on patient documentation.
Why it matters: Faster documentation leads to better workflow and patient care.
How many patient records have mistakes or missing info
Why it matters: Fewer errors means safer care and fewer claim problems
How many days you take to confirm a patient’s insurance coverage
Why it matters: Faster checks mean faster treatment and payment.
How quickly you reply to patient emails
Why it matters: Faster replies make patients feel cared for
How long machines or tools aren’t working (broken or under repair)
Why it matters: Broken equipment slows patient care and costs money.
How long it takes to clean and prepare a room for the next patient
Why it matters: Faster turnover means you can see more patients without making them wait
How often your treatment rooms are actually in use
Why it matters: Higher use means you’re getting good value from your space.
Shows how long admin staff spend on each patient’s tasks (booking, billing, follow-up)
Why it matters: Shorter time means staff can help more patients.
How many days to give patients or other clinics the records they ask for
Why it matters: Faster responses show good service and help continuing care
Percentage of incoming calls that go unanswered.
Why it matters: High missed call rates can mean lost appointment opportunities.
Time spent on patient care tasks that you can’t bill for (like quick calls or emails)
Why it matters: Too much can eat into your earnings, but it can also boost service
Time staff or clinicians spend typing into the computer (PMS) each visit
Why it matters: Less data entry means more time with patients.
Percentage of new patient cases where a formal plan of care document is created and filed.
Why it matters: Ensures consistency in patient care and improves treatment outcomes.
How busy providers are, compared to their total scheduled time
Why it matters: High ratio means you’re using staff time well.
Number of admin staff compared to clinical staff (doctors, therapists)
Why it matters: Too many admin staff can mean high costs. Too few can mean clinician burnout.
Percentage of new patient records with recorded referral source information.
Why it matters: Helps evaluate marketing effectiveness and optimize referral programs.
How many patients you send to outside specialists
Why it matters: If you send too many out, maybe you need that service in-house.
How many team meetings you hold in a given time
Why it matters: Too many can waste time
How many assigned tasks your staff finish on time
Why it matters: High completion means a well-run team
Percentage of provider scheduled hours that are filled with booked appointments.
Why it matters: Measures clinic capacity usage and staffing efficiency.
How long your telehealth software or tools are not working
Why it matters: If telemedicine is down, you lose online visits
Days from when a patient is seen to when you send the insurance claim
Why it matters: Faster submission means you get paid quicker.
All the hours actually booked with patients
Why it matters: Shows how busy your providers really are.
All the hours your team is scheduled to work
Why it matters: It tells you your potential capacity for seeing patients.
How fast you pay your own bills
Why it matters: High turnover = you pay quickly. Low = you hold onto cash but may upset suppliers.
How much of your money owed is older than 90 days
Why it matters: Long overdue bills hurt cash flow and might never get paid.
Average cost incurred for each completed patient visit.
Why it matters: Helps assess cost efficiency in service delivery.
Shows how many days it takes to get paid. (Accounts Receivable means money you are waiting for)
Why it matters: Fewer days means faster cash coming in. Helps you pay bills on time.
Average revenue generated per unique patient.
Why it matters: Provides insight into revenue efficiency per patient.
Percentage of total charges written off as uncollectible.
Why it matters: Highlights potential revenue loss from uncollectible debt.
How much money you make from cash, cards, insurance, or other ways
Why it matters: Shows which payment methods people like. Helps you plan options.
Compares the money flowing in each month to your payroll costs
Why it matters: If this is too low, you may struggle to pay staff on time
Number of months the clinic can operate on its cash reserves.
Why it matters: Measures financial stability during downturns.
Shows how many insurance claims get denied by payers (insurance companies)
Why it matters: More denied claims means lost money and more work fixing them.
Shows how many insurance claims are correct the first time. (Clean = no errors)
Why it matters: A high clean rate means fewer delays, so you get paid faster.
How much it costs you to run one virtual visit
Why it matters: Lower cost means more profit from telehealth services
Ratio of current assets to current liabilities.
Why it matters: Indicates the clinic’s short-term liquidity.
How often you hit your daily income goal
Why it matters: Shows if you’re meeting financial needs regularly
Measure of financial leverage
Why it matters: Total Liabilities/Total Equity
Difference between actual expenses and budgeted expenses, as a percentage.
Why it matters: Helps identify and manage overspending.
Percentage of revenue remaining after direct costs are deducted.
Why it matters: Indicates service production efficiency and cost control.
How often you check on unpaid claims after sending them
Why it matters: Quick follow-up can speed up payment and reduce lost money
How often you check or renegotiate insurance deals
Why it matters: Better deals can mean better pay for your services
Percentage of active patients enrolled in a membership program.
Why it matters: Indicates recurring revenue and patient loyalty.
How much money you lose when patients do not come in
Why it matters: Shows the cost of empty appointment slots
How much money you lose when patients do not come in
Why it matters: Shows the cost of empty appointment slots
Percentage of billed charges that are collected.
Why it matters: Indicates effectiveness of billing and collections.
Total profit after all expenses are deducted from revenue.
Why it matters: Key indicator of overall financial performance.
Rate of change in net income compared to the previous period.
Why it matters: Measures financial growth over time.
Average net profit per full-time equivalent employee.
Why it matters: Reflects profitability per staff member.
Percentage of revenue remaining after all expenses are deducted.
Why it matters: Shows overall financial health and profitability.
Shows what percent of revenue goes to running costs (rent, supplies, etc.)
Why it matters: A lower ratio can mean more profit.
How many patients contact you with billing questions
Why it matters: Too many questions may mean confusing bills or errors
How many patients sign up for a plan that splits or schedules payments
Why it matters: Makes care more affordable, helps you get paid over time
How much money you might earn from a patient over their time with your clinic
Why it matters: High LTV means each patient is very valuable.
Total $ receivables owed by clients past normal billing cycle.
Why it matters: Impacts cash flow and indicates billing efficiency.
Shows how your revenue is split among different insurance plans or payers
Why it matters: Relying on one payer is risky if they change their rates.
How long payers (insurance) take to pay you after a claim
Why it matters: Slow payment hurts cash flow. Fast payment helps you grow.
Percentage of total revenue allocated to payroll expenses.
Why it matters: Helps evaluate labor cost efficiency.
Shows how many patients owe money they have not paid yet (Outstanding Balances)
Why it matters: Fewer unpaid bills means more money for your clinic.
How much of your money now comes from services you added this past year
Why it matters: Tells you if new ideas or services are helping your clinic grow.
Shows how many of your services insurance will pay for
Why it matters: If more services are covered, patients pay less out of pocket.
Average profit generated per patient visit.
Why it matters: Indicates profitability per interaction.
Ratio of quick assets (cash + receivables) to current liabilities.
Why it matters: Stricter measure of liquidity excluding inventory.
Part of your total revenue that comes from memberships or subscriptions
Why it matters: Regular income helps you plan and pay bills on time.
How much your clinic’s income grows over time
Why it matters: Healthy growth means a thriving clinic
Percentage of the revenue target that was met.
Why it matters: Measures the clinic’s success in reaching financial goals.
How much money you make for every hour you are open or seeing patients
Why it matters: Higher revenue per hour means more efficient use of time
Average revenue generated per full-time equivalent employee.
Why it matters: Indicates overall productivity of the clinic’s workforce.
How much money you make per each hour providers are scheduled
Why it matters: Shows how profitable each hour of clinic time is
How much money you earn for each square foot of clinic space
Why it matters: Higher revenue per foot means better use of space.
How much money you earn on average for each patient visit
Why it matters: Tells you how profitable each appointment is
How many months until a new service pays back its start-up costs
Why it matters: Quicker break-even means a good investment.
Sum of all operating expenses for a given period.
Why it matters: Tracks clinic spending and cost control.
Money your clinic earns from all sources (services, products, etc.)
Why it matters: More revenue means a healthier clinic and better cash flow.
Sum of all payments received from patients (or insurers) in a period
Why it matters: Shows how well you’re turning services into actual money in hand.
How many of your visits are for services that make more profit
Why it matters: Focusing on higher-profit services can boost earnings.
Average star rating on review platforms for the clinic.
Why it matters: Reflects patient satisfaction and clinic reputation.
How many likes, shares, or comments your clinic gets online
Why it matters: Good engagement helps you reach more people
Percentage of leads who become paying clients.
Why it matters: Indicates effectiveness of front‑desk and marketing funnel.
Average cost spent on marketing to acquire one new patient.
Why it matters: Helps determine marketing ROI and efficiency.
How many phone callers end up booking an appointment
Why it matters: Shows how well your front desk turns calls into visits.
Total number of qualified prospects who submit a form, call or book a discovery visit
Why it matters: A larger top‑of‑funnel feeds Initial Evaluations (First‑Visit Appointments) and revenue growth.
What percent of people in your area use your clinic compared to others
Why it matters: Higher share means more people pick you over other clinics.
How much of your revenue goes into advertising and promotions
Why it matters: Tells you if you’re overspending or underspending on marketing.
Number of unique clients who start a plan of care in the period.
Why it matters: Drives future visit volume and revenue.
Proportion of new patients who opt into the clinic's mailing list.
Why it matters: Builds a communication channel for ongoing engagement.
Number of new online reviews received in a given period.
Why it matters: Increases clinic visibility and trust.
How many of your clinic emails get opened
Why it matters: Higher opens mean people read your messages and might act on them.
Percentage of patient leads that convert into booked appointments.
Why it matters: Indicates the effectiveness of lead follow‐up and marketing.
How many patients stop getting your emails
Why it matters: A high rate means people may not like your emails
How many different referral sources bring patients in (like doctors, word of mouth, online ads)
Why it matters: A wider spread means you’re not relying on just one source
How many referred patients actually come in for an appointment
Why it matters: Shows if your referral process works. High means referrals trust you.
How much you earn for each dollar spent on ads
Why it matters: Higher ROAS means your ads are working well.
Rate at which the clinic's social media follower count is increasing.
Why it matters: Indicates brand reach and engagement.
How many website visitors leave right away without clicking anything
Why it matters: If it’s high, it could mean your site is slow or not helpful.
How much you spend on supplies each time you see a patient
Why it matters: Keeping this cost low can help you earn more profit each visit.
How much you spend fixing or updating your clinic as a percent of total revenue
Why it matters: High costs reduce profit, and might mean an old or big facility.
How much of your stock goes bad or expires before use
Why it matters: Expired items are wasted money
How many times you use up and replace your supplies in a period
Why it matters: High turnover means you don’t keep too much stuff sitting idle.
How much you pay in overhead costs for each square foot of space
Why it matters: Tells you if your space is too costly or used badly.
How often you place major supply orders
Why it matters: Frequent orders may mean higher shipping costs or poor planning.
Patient Experience,Percentage of surveyed clients who rate their overall experience as “satisfied” or “very satisfied”
Why it matters: Excellent satisfaction fuels positive reviews, referrals, and long‑term retention while reducing complaints and churn.
Average 1‑to‑5 score from Google/Facebook/HealthGrades reviews.
Why it matters: High star ratings boost local‑search ranking and social proof driving more inquiries
Compares active patients (seen in last 6-12 months) to those who haven’t come in
Why it matters: More active patients means steady revenue and loyalty.
How many days ahead patients book their visits
Why it matters: Long lead times might scare people away. Short lead times might cause schedule chaos.
Number of appointments patients cancel
Why it matters: High cancellations can waste staff time and lose revenue.
Percentage of scheduled slots that are actually completed.
Why it matters: Measures effective use of clinic capacity.
Average number of treatment sessions recommended per care plan.
Why it matters: Helps ensure treatment recommendations are realistic.
How long patients wait before being seen
Why it matters: Long waits make patients unhappy and may leave.
How many total appointments are scheduled (booked)
Why it matters: Shows clinic demand and patient interest.
Percent of appointments that are canceled or no-show
Why it matters: Lower means better patient commitment and scheduling.
Percentage of booked appointments that patients cancelled without rebooking. Measures true schedule disruption.
Why it matters: High cancellations can hurt revenue and waste open slots.
Compares how many appointments are fully canceled vs. those that get a new date
Why it matters: If canceled is high, you lose patients. If rescheduled is high, they still come back.
Percentage of clients who come back for more visits over time
Why it matters: High retention means people like your care and stick with you.
Number of appointments patients actually attend
Why it matters: It shows how busy your clinic is and how many people you help.
How much your patient numbers change day to day
Why it matters: Big swings make scheduling and staffing harder
Number of brand-new patient appointments
Why it matters: Higher first visits show you’re attracting new patients.
How long a patient waits at the reception desk before being helped
Why it matters: Less waiting at the desk boosts satisfaction and flow
Percentage of first appointments that are missed (no-shows).
Why it matters: High no-show rates can indicate engagement issues.
Percentage of appointments cancelled on short notice.
Why it matters: Late cancellations disrupt scheduling and revenue.
How often patients take their prescribed meds as advised
Why it matters: Good adherence helps them heal and feel better
How many patient visits happen every month from ongoing care or memberships
Why it matters: Steady visits mean steady income
A measure of patient loyalty and satisfaction from survey responses.
Why it matters: Higher NPS reflects stronger patient satisfaction and referral likelihood.
Percentage of new patients returning for follow-up after their first visit.
Why it matters: Indicates patient satisfaction and retention.
Percentage of new patients who receive a full orientation or tour.
Why it matters: Enhances patient comfort and service awareness.
Compares how many new patients vs. those who come back
Why it matters: A good balance means steady growth but also loyalty
How many patients skip their follow-up visits
Why it matters: No-shows waste time and may delay care.
How many patients just don’t show up for their booked appointments
Why it matters: No-shows cost you money and time.
Number of booked appointments where the client neither attended nor cancelled.
Why it matters: High no‑show rates waste provider time and cut revenue.
How many people book appointments through your online system
Why it matters: High adoption means easier scheduling and less work for front desk.
How many people get a reply on your website chat or social chat
Why it matters: Quick chats can help turn visitors into patients
Percentage of patients who stop attending the clinic over a period.
Why it matters: High churn indicates retention issues.
Percentage of visits resulting in a formal complaint.
Why it matters: Highlights areas needing improvement in patient care.
How many patients you check in with after they finish a treatment program
Why it matters: Follow-up can catch relapses or new needs and bring them back if needed
How many more (or fewer) patients you have over a certain time
Why it matters: Positive net growth means you’re gaining more than losing
How quickly you respond to patient calls or emails
Why it matters: Faster replies mean happier patients.
How many patients use your online portal to see records or book visits
Why it matters: A high rate means people like using your online tools.
How many patients sign up for your online portal (for forms, scheduling, or records)
Why it matters: More signups means they find it useful or easy
How many patients you call back for more visits or check-ups
Why it matters: Follow-ups can keep patients healthier and bring in repeat visits.
How many patients fill out your feedback forms
Why it matters: More feedback helps you improve your clinic services.
Average number of visits each patient comes for over a treatment plan
Why it matters: High average means patients stay longer and follow care plans
Average visits per patient in a week
Why it matters: Helps you see if patients come more or less often
Percentage of initial evaluations resulting in a formal plan of care.
Why it matters: Ensures every new patient gets a structured treatment plan.
Percentage of patients who book follow‐up appointments at the time of their evaluation.
Why it matters: Reflects conversion from evaluation to treatment.
How many patients finish their intake forms before they arrive
Why it matters: Fewer forms at the desk means faster check-in
Percentage of contacted patients who rebook a return appointment.
Why it matters: Helps recover lost patients and revenue.
How many visits happen by video or phone instead of in-person
Why it matters: Telehealth can help busy or faraway patients. It can grow your reach.
Days between when a patient books and their first actual appointment
Why it matters: Shorter wait can make patients happier and more likely to come
How many patients follow their recommended plan fully
Why it matters: Better adherence often means better outcomes
How many people ask for an online or virtual consult instead of in-person
Why it matters: Shows interest in remote options and convenience
Shows how many people on your waitlist book real appointments
Why it matters: It tells you if your waitlist helps fill open spots quickly
How long someone without an appointment waits to be seen
Why it matters: Shorter waits make walk-ins happier and can lead to more revenue
Average improvement in patient outcome measures over treatment duration.
Why it matters: Measures treatment effectiveness over time.
How well your team members share knowledge and help each other
Why it matters: Strong teamwork can reduce errors and raise patient happiness
Percentage of patients adhering to their prescribed home exercise programs.
Why it matters: Higher compliance improves treatment outcomes.
How many extra hours staff work beyond normal time
Why it matters: Lots of overtime can lead to tired staff or burnout.
Percentage of appointments cancelled by the clinic due to provider issues.
Why it matters: Reflects reliability in scheduling and provider availability.
How well providers follow set rules for notes and charts
Why it matters: Consistent documentation helps billing and care quality
How busy each provider (doctor or therapist) is
Why it matters: High utilization means your providers are well scheduled
Average rating of the provider-to-admin hand-off quality.
Why it matters: Ensures smooth transitions that reduce errors.
How often you meet set quality standards (like following care guidelines)
Why it matters: Higher compliance shows better patient care and might help with insurance payouts
How many hours staff spend learning roles outside their main job
Why it matters: Cross-training helps you cover absences and share tasks
How many days it takes for a new staff member to start working smoothly
Why it matters: Faster onboarding means new staff can help patients sooner
Number of patients each full-time staff sees
Why it matters: Higher ratio means staff see more patients, but watch for burnout.
How often staff are praised or rewarded for good work
Why it matters: Staff who feel appreciated tend to stay and do better work
How happy your workers feel about their job
Why it matters: Happy staff stay longer and do better work
How many sick days are taken per full-time staff in a period
Why it matters: High sick days might mean burnout or stress.
How many staff leave in a year
Why it matters: Hiring new staff a lot can cost you time and money.
How many staff you have for the number of patients you serve
Why it matters: Too many staff can raise costs. Too few can cause burnout.
How many days it takes to hire someone new after a position opens
Why it matters: Slow hiring can leave you understaffed and stressed.
How many hours of training each team member gets
Why it matters: Well-trained staff work better and feel happier.
Percentage of patients who fully meet their treatment goals.
Why it matters: Reflects the effectiveness of treatment protocols.
How often you change or refresh a patient’s treatment plan if needed
Why it matters: Stale plans might not help as patients improve or regress
How often patients add extra services (like massage with physiotherapy)
Why it matters: Bundled services can boost revenue and help patients more
Percentage of patients using more than one service or discipline.
Why it matters: Indicates cross-selling potential and revenue diversification.
Percentage of visits that result in a retail product purchase.
Why it matters: Diversifies revenue streams and supports patient care.
Share of total revenue coming from retail product sales.
Why it matters: Highlights the importance of non-service revenue.
Total unpaid receivables outstanding for more than 90 days. High amounts here could indicate issues with collections and cash flow.
Users who engaged during the period.
Upcoming appointments booked after policy end_date (risk).
Percentage of booked appointments where the patient arrived. Higher is better — shows schedule follow-through and patient commitment.
Number of clients who arrived for their appointments
Number of appointments completed, not including first appointments
Number of completed appointments that is the first visit for the client
Average fee charged per client visit
Average session length (seconds).
Total hours provider has booked appointments.
Percentage of sessions with one page view.
Monthly COGS from P&L sheet.
Cancellation-fee revenue as a share of invoiced sales.
Number of fee line items that represent late/cancel fees.
Total revenue from cancellation/late fees.
Number of cancelled appointments
Number of appointments that were cancelled
Share of collected payments that were card-based.
Percentage of clients who return for follow-up appointments
Number of completed visits per scheduled hour
Total commission paid to staff
Total commission earned by the provider
Total amount paid to staff member
Total conversion events.
Unique patients with unapplied credits (as of period end).
Total unapplied credit balance (as of period end).
Amount of revenue associated to each discipline
Engaged sessions ÷ Sessions.
Number of first-time appointments with new clients
Total payments collected via card for the period.
Total payments collected via non-card tenders (cash, check, ACH, etc.).
Total hours with confirmed bookings
Total hours scheduled in the provider calendar
Initial-Assessment revenue ÷ Transactions Total.
Amount of revenue associated to each income category.
Total income earned by the provider (may differ from revenue based on commission structure)
Total revenue from all sources (including tax)
Number of Initial Assessments completed for existing clients after a plan-of-care ends (NOT first-visit assessments).
Total revenue generated from Initial Assessments in the selected period.
Net amount deposited after refunds and processing fees.
Net collections after fees as a share of invoiced sales.
First-time visitors in the period.
Percentage of scheduled appointments where the patient did not show up (excludes cancellations). A lower rate indicates better patient follow-through.
Number of appointments where client did not arrive
Number of booked appointments where the client did not show, cancel, or reschedule
Monthly operating expenses from P&L sheet.
Average number of visits per new patient assessments. A higher number indicates strong retention and engagement with care plans.
Average number of visits per patient, calculated per assessment. A higher number indicates strong retention and engagement with care plans.
Monthly payroll expenses from P&L sheet.
Policies expiring within 30 days from end_date.
Policies pending adjudication (as of period end).
Closed policies (as of period end).
Open insurance policies (as of period end).
Percent of upcoming appointments that are beyond policy end.
Total payment processing fees for the period.
Percentage of scheduled hours that are booked with appointments
Remaining income after paying staff compensation
Net profit margin percentage (Net Profit / Revenue).
Amount of profit generated per scheduled hour
Patients referred within the period (all bases).
Revenue from referred patients within the period (all bases).
Share of first visits that came from referrals.
Number of new patients referred by existing clients
Revenue generated from referred patients
Refunds as a share of total collections.
Total refunds issued in the period.
% of clients returning to the provider for additional appointments
Amount of revenue generated per scheduled hour
Number of appointments booked within the same week
Total hours provider is scheduled to work.
Sessions started in the period.
Percentage of card volume lost to processor fees.
Total number of completed visits for the staff member (arrived clients + first appointments)
Total number of appointments booked for the provider
Total number of booked appointments (arrived clients and no-shows)
Total revenue generated by the provider including all services and products
Total revenue from treatments
Number of appointments booked 2+ weeks in advance