The Case of the Dramatic Drop in Clients

Situation Summary

From October 2013 to May 2014, this practice experienced a steady rise in patients – and then, Bam!, a big drop off. Their Patient Summary Chart prompts the key question: why?

Action Taken

Investigating the issue found that the new client services team was not fully trained on the reminder system, nor were they up to par on call outs for lapsing clients. More staff training was in order. They will also start collecting the reasons why lapsing clients push back on making an appointment (financial concern, bad previous experience, etc) so as to spot trends early and address them.


This practice’s revenue opportunity from lapsing patients this month alone is over $183,000, so the extra time and effort for training the new CSRs will be well worth the effort. Tracking future monthly reports will indicate how well the team training went or if additional work is needed in this area.

Care to Share Your Story?

We’re continually looking for stories of how a practice takes data reports and puts them into action. Your story may inspire others—and theirs may one day inspire you. Call or email us your story, and we’ll add your insights into our ongoing ways to grow together.


379 Adelaide St. W, 4th FL
Toronto, ON, M5V 1S5
866 408-8554

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