Rob spent years inside Canada's largest dental service organizations watching clinics leave millions on the table through preventable revenue leaks. After advising 50+ clinic owners and participating in multiple M&A processes, he saw the same patterns repeat across dental, physio, chiro, massage, and acupuncture practices. He built Caretrics to automate what clinic owners were doing manually—and now co-owns Human 2.0 wellness clinic in Ottawa, where he tests everything firsthand.
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You've probably glanced at Jane.app's Staff Performance report and moved on. Most clinic owners do. That's a $7,000-10,000/month decision — because buried in those columns is the exact number of hours your providers are scheduled but not booked. Every one of those hours is revenue your practice overhead has already paid for. You're just not collecting it.
This guide shows you how to read the Staff Performance report, identify exactly where hours are going unfilled, and calculate your clinic's specific revenue gap — in 10 minutes.
Most clinic owners focus on new patient acquisition when revenue is flat. But here's what the data shows:
Before adding a new provider or investing in marketing, check if you're fully utilizing your existing team.
Industry best-practice: Providers should be at 85-90% utilization.
Example: Provider with 32 scheduled hours/week at 65% utilization
That's nearly $100K in revenue capacity sitting unused. And you're still paying overhead (rent, utilities, insurance) whether those hours are booked or not.
Navigation: Reports > Staff > Staff Performance
Settings to Use:
What You'll See: A table with these columns (we'll decode each one):
| Provider | Scheduled Hours | Booked Hours | Utilization % | Revenue | Revenue/Hour | |----------|----------------|--------------|---------------|---------|--------------| | Dr. Smith (DC) | 128 | 118 | 92% | $18,880 | $160 | | Jane (RMT) | 128 | 80 | 62% | $12,000 | $150 | | Sarah (PT) | 96 | 82 | 85% | $14,760 | $180 |
Let's decode what each column means and what to watch for.
What It Is: The total hours this provider has been scheduled to work (based on their Jane.app schedule).
Example: If Dr. Smith's Jane schedule shows "Monday 9am-5pm" (8 hours) × 4 weeks = 32 scheduled hours/week × 4 weeks = 128 scheduled hours/month.
Red Flag: Scheduled hours that don't match reality
What to Look For: Consistency across similar roles
What It Is: The total hours this provider actually had appointments booked (whether patients showed up or not).
How Jane Calculates It: Sum of all appointment durations in their calendar.
Example:
Red Flag: Booked hours exceed scheduled hours
What to Look For: Consistency month-over-month
What It Is: Booked Hours ÷ Scheduled Hours × 100
Formula: If Jane has 80 booked hours and 128 scheduled hours:
What It Means:
Target Ranges by Discipline:
Red Flags:
🚩 Below 70% utilization: Major capacity gap. Either demand is low or scheduling is inefficient.
🚩 Wide gaps between providers (e.g., Provider A at 92%, Provider B at 64%): You don't have a demand problem—you have a scheduling distribution problem.
🚩 Utilization declining month-over-month: Trend is more important than a single data point. If Jane went from 85% → 78% → 72% over 3 months, investigate why.
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What It Is: Total revenue generated by this provider's appointments (based on invoices).
What to Look For:
Red Flag Example:
What It Is: Total Revenue ÷ Booked Hours
What It Tells You: How efficiently this provider generates revenue per hour worked.
Example:
Industry Benchmarks (Canada):
Red Flags:
🚩 Revenue/hour significantly below benchmarks: Could indicate:
🚩 Wide variance between similar providers: If two physiotherapists have $180/hour and $120/hour, investigate:
Now that you understand the columns, let's calculate your clinic's total capacity gap.
From your Staff Performance report:
Provider B:
Provider C:
Provider B: 8.8 hours × $160/hour = $1,408/month Provider C: 26.8 hours × $150/hour = $4,020/month
Total Capacity Gap: $1,408 + $4,020 = $5,428/month ($65,136/year)
Symptoms: Most providers below 75% utilization, even high-demand providers have open slots
Root Cause: Not enough patients to fill available capacity
Solutions:
Symptoms: Provider A at 92% utilization, Provider B at 64% utilization (both same discipline)
Root Cause: Scheduling distribution problem, not demand problem
Solutions:
Symptoms: Provider at 88% utilization but revenue/hour is $95 (benchmark is $150)
Root Cause: Under-pricing or unbilled services
Solutions:
Don't just look at one month—analyze trends over 6-12 months.
How to Do It:
What to Look For:
📈 Steadily Increasing: Demand is growing (good problem to have)
📉 Steadily Declining: Demand is falling (or you're not retaining patients)
📊 Seasonal Patterns: Utilization dips in summer/holidays, spikes in spring/fall
📊 Flat: Utilization hasn't changed in 12+ months
Clinic Profile:
What They Discovered:
Capacity Gap Calculation:
What They Did (instead of hiring):
Results (90 days):
Total Time: 10 minutes Total Insight: Exact dollar value of your capacity gap
Q: What if my provider WANTS to work less than 85% utilization? A: That's fine! Adjust their scheduled hours in Jane to match their desired workload. This ensures accurate utilization calculations. If they want 25 hours/week (not 32), set their Jane schedule to 25 hours, then target 85% of that.
Q: Should I share these numbers with my team? A: Yes, but frame it constructively. "We have capacity to grow without adding overhead" is better than "You're underutilized." Make it a team goal to optimize existing capacity before expanding.
Q: What's the fastest way to improve utilization? A: Online booking priority. If you use Jane's online booking, prioritize underutilized providers in the booking flow. Patients will naturally fill those gaps.
The #1 mistake multi-provider clinics make: hiring a new provider before fully utilizing existing team.
Before adding Provider #4, answer these questions:
If the answer to ANY of those is "no," you have room to grow revenue without adding overhead.
The Staff Performance report is your roadmap. Use it.
This guide is part of Caretrics' Revenue Optimization Library. Get more Jane.app-specific guides at caretrics.com/library.
