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Scheduling & Attendance

Staci Tobolic
Updated

Scheduling & Attendance answers the question: Where are we losing hours?

Cancellations and no-shows directly erode your billable hours and impact client outcomes. This section helps you pinpoint patterns in schedule disruptions so you can distinguish between staffing gaps, client behavior trends, and operational bottlenecks that need attention.

Table of Contents: 

 

What is the cancellation rate by clinician? 

Tracking cancellations by clinician helps you identify whether high cancellation rates are practice-wide or concentrated with specific providers, which may signal issues with scheduling, client rapport, or reliability. This insight allows you to provide targeted coaching, adjust schedules to reduce conflicts, or investigate whether certain clinicians need additional support in building strong client relationships.

Reports Used: Scheduling & Productivity report > Team Member Scheduling Performance 

Helpful Filters:

  • Use the by Provider visual (on the right side) to see the number of cancelled hours per provider within the selected time frame

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What is the cancellation rate by client? 

Identifying clients with high cancellation rates allows you to proactively address barriers to attendance, such as scheduling conflicts, transportation issues, or declining family engagement. By flagging these patterns early, you can intervene with problem-solving conversations, schedule adjustments, or additional family support to improve attendance and ultimately client outcomes.

Reports Used:  Scheduling & Productivity report > Client Scheduling Performance 

Helpful Filters: 

  • Use the by Client (on the right side) visual to see the number of cancelled hours per client within the selected time frame  

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What is the cancellation rate by location? 

Comparing cancellation rates across locations helps you identify site-specific issues such as accessibility challenges, parking problems, or operational differences that may be driving higher cancellations. This geographic view allows you to investigate and address location-based barriers, evaluate clinic operations at underperforming sites, and determine whether certain facilities need infrastructure improvements or process changes.

Reports Used: Scheduling & Productivity report > Client Scheduling Performance 

Helpful Filters:

  • Filter by Facility 
  • Use the by Client visual (on the right) to see the total number of cancelled hours in the selected location within the selected time frame 

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What percentage of cancellations are same-day? What is the no-show rate? 

Same-day cancellations and no-shows are particularly costly because they leave too little time to fill the slot with another client, resulting in lost revenue and underutilized staff. Tracking these rates separately helps you evaluate whether reminder systems are working, identify clients who may need additional accountability measures, and inform policy decisions around cancellation fees or attendance requirements.

Reports Used:  Scheduling & Productivity report > Client or Team Member Scheduling Performance 

Helpful Filters:

  • Filter by the specific cancellation code 

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How many hours are lost due to staffing issues vs. family cancellations? 

Distinguishing between staffing-related cancellations and family-initiated cancellations is critical because each requires completely different solutions and action plans. Staffing issues point to internal operational problems like scheduling conflicts, call-outs, or insufficient coverage that you can directly address, while family cancellations may require client engagement strategies, barrier reduction, or policy changes to improve attendance.

Reports Used: Scheduling & Productivity report > Client or Team Member Scheduling Performance

Helpful Filters:

  • Filter by the specific cancellation code 

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