Cancellations and no-shows are the most expensive recurring problem in an outpatient rehab clinic. Every missed visit is care a patient didn't receive, a slot the clinic can rarely backfill on short notice, and a recurring drag on the schedule. This dashboard turns attendance into accountability — showing the arrived, cancel, and no-show rates, where they concentrate, and whether the front desk is recovering those lost visits through rebooking.
What this report answers
The Attendance page leads with cancellation rate, no-show rate, arrived rate, and total scheduled appointments, then shows the arrived/cancel/no-show split by clinic site, cancellation rate by therapist, and a no-show trend by week. The Recovery & Loss page is the money view: rebook rate, lost revenue from attrition, rebook rate by site, lost revenue by payer, and a breakdown of cancel-and-no-show counts by reason (illness, transportation, work/school, insurance/cost, no reason given). Together they answer: how much are we losing to attrition, and how much are we getting back?
The metrics that matter
Arrived rate is the health number; cancellation and no-show rates are the drivers underneath it. But rebook rate is the lever most clinics ignore — a high cancellation rate hurts far less if those patients are immediately rebooked, and a low rebook rate is a fixable front-desk process, not a patient problem. Lost revenue from attrition puts a dollar figure on the whole picture, which is what moves it from a scheduling annoyance to an owner priority.
Why the data is trapped across the systems
Appointment outcomes and cancel reasons live in the scheduling module of Prompt, Raintree, Net Health / Clinicient, WebPT, TheraOffice, Jane, or Fusion, but rebooking and the estimated value of a lost visit usually aren't connected anywhere — so owners see a cancellation count without ever seeing the recovery rate or the dollar cost. Joining outcome, reason, rebooking, and visit value into one view means exporting and modeling it, which is what this template does.
How to read it
Read arrived rate first, then its drivers, then go straight to rebook rate — that's usually the cheapest win. Concentrated losses (one site, one therapist, one reason) are the actionable ones, and the reason mix separates losses you can influence (transportation, no reason given) from those you can't (illness). The sample uses fully synthetic, anonymized appointment data — no PHI — so you can see the finished layout before bringing your own.
Metrics it tracks
| Metric | What it means |
|---|---|
| Scheduled Appointments | Count of appointments scheduled in the period — the denominator for every attendance rate. |
| Cancellation Rate | Cancelled appointments ÷ scheduled, via a 1/0 flag. |
| No-Show Rate | No-shows ÷ scheduled, via a 1/0 flag. |
| Arrived Rate | Arrived appointments ÷ scheduled, via a 1/0 flag — the share that actually happened. |
| Rebook Rate | Rebooked ÷ (cancellations + no-shows) — the share of lost appointments recovered onto the calendar. |
| Lost Revenue From Attrition | Estimated visit value summed across cancelled and no-show appointments — the recurring cost of attrition. |
Used by: Director of operations and front-desk lead
Frequently asked questions
What is a typical cancellation and no-show rate for an outpatient rehab clinic?
Combined cancellation and no-show rates are consistently among the largest sources of lost revenue and lost treatment in rehab, but they vary widely by population and setting. The value of tracking them isn't a single benchmark — it's spotting the concentrated patterns (a site, a therapist, a reason, a day) you can actually change.
What's the difference between a cancellation and a no-show?
A cancellation is notified in advance, while a no-show is a scheduled visit the patient simply doesn't attend without notice. Both cost a slot that's hard to backfill, but no-shows usually give zero chance to redeploy the time, which is why they're tracked separately.
Why is rebook rate so important?
Rebook rate is the share of cancelled and no-show visits that get back onto the calendar. It's the recovery lever most clinics underuse — a high cancellation rate hurts much less if those patients are promptly rebooked, and a low rebook rate is usually a fixable front-desk process rather than a patient behavior.
Build this report on your own data
Clone this Rehab therapy template — describe it and we’ll generate sample data so you can try it free, or upload your own export. You get a fully modeled, branded Power BI project that opens in Power BI Desktop.
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