Metrics That Matter: The Two Numbers That Predict Patient Retention
Why Two Simple Metrics Predict Retention Better Than Anything Else
Most service businesses waste energy tracking dozens of numbers that don't move the needle. But retention comes down to two simple, reliable predictors:
1. Percent Arrival
2. Percent Prescribed
If you track them every single week, you get a clear view of your stability, your risk, and your opportunity. These two metrics influence schedule consistency, experience quality, and ultimately—whether people finish what they started.
They’re simple, but they’re not “soft.” They tell you exactly how predictable your revenue is and how aligned your team is with patient goals.
When these two metrics are strong, plan-of-care completion climbs. When they slip, churn rises long before you feel it in your numbers.
Let’s break them down.
Percent Arrival: The Earliest Warning Sign of Retention Trouble
Percent arrival measures how many scheduled visits actually happen.
A healthy percentage means people trust the process, feel progress, and believe their time is being respected. A declining percentage means friction is building somewhere—logistics, communication, or emotional connection.
Weekly monitoring matters because:
It reveals hidden patterns before they become crises
A dip from 93% → 88% might look minor, but it’s not.
That 5% difference compounds fast across a full caseload. It also signals dissatisfaction or disengagement long before cancellations spike.
It stabilizes revenue
Missed visits are missed revenue, but more importantly, they interrupt momentum. One missed appointment often becomes three. Then a patient “gets busy,” loses motivation, and quietly disappears.
Arrival percentage tells you where those cracks begin.
It forces teams to focus on what patients actually experience
People show up when they feel:
Heard
Valued
Understood
Supported
Confident in the plan
They stay home when they don’t.
You can have the newest equipment in the industry and still lose people if they don’t feel connected to the process.
That’s why percent arrival is more than a number—it’s a mirror reflecting whether patients feel the relationship is worth keeping.
Percent Prescribed: The Predictor of Whether People Finish
Percent prescribed is the number of recommended sessions divided by the number of sessions actually scheduled.
You’re looking for one thing:
Are people scheduling what they were advised to schedule?
When percent prescribed is strong, it means:
The plan makes sense to the patient.
They understand the “why” behind the frequency.
They believe the process is aligned with their goals.
There’s trust.
When it’s low, the relationship is shaky—even if they seem agreeable in conversation.
Why this metric matters
If someone schedules fewer sessions than prescribed, two things happen:
They don’t build enough momentum to feel consistent progress.
They emotionally disconnect from the plan because it no longer feels structured.
And when progress slows, doubts grow. Doubt leads to missed appointments. Missed appointments lead to early dropout.
Percent prescribed predicts this long before revenue declines or discharge notes start piling up unfinished.
The Real Driver Behind Both Metrics: How People Feel
You can’t separate retention from emotion.
Retention is not about techniques or equipment; it’s about connection.
Patients don’t remember the devices you used. They remember:
how present you were
whether you listened
whether you included them in decision-making
whether you explained the “why” in language that fit their goals
whether they felt rushed or understood
And that shows up in the numbers.
You can’t fake retention.
You earn it every visit.
Active Listening Improves Both Arrival and Prescribed
Active listening isn’t soft. It’s operational.
When someone feels heard, they show up. They follow the plan. They tell others about their experience.
Weekly metrics prove it.
Signals you’re listening well
You repeat their goals in their words
You check in about concerns before they become complaints
You adjust the plan with them, not for them
You ask permission before progressing
You explain progress in simple, relatable terms
When people feel ownership in the plan, percent prescribed rises without effort.
Shared Decision-Making Builds Trust That Shows Up in the Data
Shared decision-making isn’t about letting patients dictate care. It’s about giving them clarity and agency.
A patient who understands the plan and agrees to it is far more likely to:
schedule the full care plan
show up consistently
follow home recommendations
stay engaged
refer friends and family
Retention is not compliance—it's partnership.
Percent arrival and percent prescribed measure how strong that partnership is.
Why Weekly Tracking Works Better Than Monthly Tracking
Monthly numbers hide problems.
A week of cancellations due to weather, kids’ schedules, illness, or emotional frustration gets buried inside a 30-day average.
Weekly tracking tells the truth.
It helps you:
intervene early
identify patterns
segment by patient type
spot communication issues
support your team with coaching
remove friction points quickly
Small weekly improvements create massive annual gains.
How to Use These Metrics as Leadership Tools
Once you start tracking these two numbers every week, use them to guide simple, predictable habits:
1. Review percent arrival every Monday
Look for trends:
sudden dips
staff-specific patterns
time-of-day issues
new-patient drop-off
chronic no-shows
Don’t guess—ask.
People will tell you exactly what’s getting in the way.
2. Review percent prescribed every Wednesday
Look for:
unclear treatment plans
weak explanations
rushed scheduling conversations
patients who don’t see the “why”
lack of clarity around goals
The fix is usually communication, not logistics.
3. Celebrate small wins every week
A 1–2% improvement creates thousands in stabilized revenue over a year.
4. Coach your team with real examples
Numbers create honest conversations without blame.
“When this metric dipped, what changed?”
“When it climbed, what did you do differently?”
“Where did the patient seem unsure?”
This is leadership at its best—steady, simple, focused.
Why These Metrics Directly Influence Referrals
People refer when:
they feel cared for
they trust the process
they experience progress
they feel emotionally supported
they feel confident recommending you
Percent arrival and percent prescribed are early indicators of all five.
You can predict referrals by watching the numbers.
Strong retention = strong word-of-mouth.
Bringing It All Together
If you want predictable retention and stable revenue, stop tracking everything and start tracking the two numbers that tell the truth:
Percent Arrival
Percent Prescribed
Track them weekly.
Discuss them weekly.
Improve them weekly.
When people feel heard and included, they show up.
When they show up, they finish their plan.
When they finish, they refer.
Everything connects.
Ready to Strengthen Retention and Stabilize Revenue?
If you want help tightening your systems, improving patient experience, and building a retention strategy that actually works, you can schedule a coaching inquiry.
We’ll look at your metrics, identify gaps, and create a simple weekly rhythm that stabilizes revenue and boosts plan-of-care completion.
Book your coaching inquiry today.
