Understanding the Patient Behaviors Dashboard

Introduction

The Patient Behavior Workbook in DOCPACE® Insights focuses on patient behaviors and schedule outcomes that negatively impact practice efficiency—primarily No Shows, Cancelations, and Late Patients. This guide provides a detailed overview of how to analyze and mitigate these scheduling challenges.

Key Metrics and Definitions

No Shows

• A No Show is recorded when a patient appointment is canceled with the reason "Patient No Show".

• Same-Day Cancelations are also tracked separately to capture last-minute schedule changes.

No Show Rate

• DOCPACE No Show Rate: Measures the percentage of expected visits that resulted in a no-show.

  • Formula: Visits No Show ÷ (Visits Completed + Visits No Show)

• Athena No Show Rate: Based on total no-shows divided by all scheduled appointments for the month.

  • Formula: Total No Show Appointments ÷ Total Scheduled Appointments (Monthly)

• DOCPACE® calculates this metric only for visits expected to occur that day, ensuring a more precise impact analysis.

Same Day Visits

• Same Day Visits are appointments that were added and completed on the same date of service.

No Show Recapture %

• Measures how often same-day visits compensate for no-shows.

• Tracked in the Appointment Recapture View.

• Can be visualized as a No Show Rate % line graph.

Lead Time

• Lead Time measures the time from a patient scheduling an appointment to its completion.

• No Show Rates are displayed based on 10-day increments, showing the relationship between lead time and patient attendance.

No Show Rate by Day

• A daily breakdown of no-show rates, which adjusts based on selected date filters.

• Hover over any day for a detailed view of no-show statistics.

Chronic No Shows

• Identifies patients who frequently miss appointments.

• Users can set custom thresholds for tracking chronic no-show patients.

• Includes:

  • Patient ID

  • Date of Most Recent Visit

  • Total No Shows or Same-Day Cancelations

  • Individual No Show Rate

• Date Range Filter applies to patients with scheduled visits in the selected period.

Forecast Forward

• Uses chronic no-show data to predict potential no-shows up to two weeks ahead.

• Generates a list of high-risk patients scheduled within the upcoming weeks.

Cancelation Insights

Cancelations

• Provides a full review of canceled visits within a selected date range.

• Visualization options include:

  • Total Visits Cancelled and Rescheduled

  • Same Day Cancelation Rate (line graph format)

Same Day Cancelation Rate

• Tracks the percentage of appointments canceled on their scheduled date.

Cancelation Recapture %

• Measures the percentage of canceled visits that were immediately rescheduled.

Cancelations by Notice Time

• Tracks the average number of days before an appointment when it was canceled.

Cancelations by Day

• Daily breakdown of same-day cancellations.

• Expandable view based on date filters.

• Hover over any day for a detailed breakdown of the top 10 cancellation reasons.

Best Practices for Improving Adherence

• Monitor No Show & Cancelation Trends to identify peak problem areas.

• Leverage Forecast Forward to proactively manage chronic no-show patients.

• Use No Show Recapture % Metrics to ensure same-day visits offset lost appointments.

• Analyze Lead Time Impact to improve scheduling practices and reduce patient drop-off.

• Set Thresholds for Chronic No Show Tracking and take preventive measures.

Need Assistance?

For additional training or support, contact insights@docpace.com. Our team is available to help maximize the effectiveness of the Adherence Workbook in DOCPACE® Insights.

By leveraging the insights provided in this guide, you can reduce no-show rates, improve scheduling efficiency, and enhance patient adherence.