The first Business Analysis produced 10 main numbers and 47 supporting numbers for Wellness Practice. All 57 are measured again every three months against the values dated 30 September 2026.
How the list works
- The owner reads ten. The main numbers are the scorecard. They appear in the quarterly Business Analysis and the Monday report.
- We track the other 47. The supporting numbers explain why a main number moved. They appear in the quarterly analysis only where they matter.
- Every number has a dated starting value agreed with the owner at the first readout.
- No outside "in range" figures are used. A number is not judged against an industry average, because no average describes this practice, its prices or its patients. Each number is compared with its own value on 30 September 2026 and with the direction that is better.
- Seasonal numbers are compared with the same quarter a year earlier. January is this practice's strongest month and December its weakest. Those numbers are marked "seasonal" below.
- Nothing here identifies a patient. Every number is a count, a share, a time or an amount.
- Each number gets one of three readings every quarter:
- Working: it moved the right way, and the records show our change is the likely reason.
- Watch: it has not moved, or it is too early to tell.
- Adjust: it moved the wrong way, or the change we made is not producing the effect. The approach changes next quarter.
The ten main numbers
| Main number | 30 September 2026 | Better is | Where it comes from | Fix |
|---|---|---|---|---|
| Revenue, last 12 months | $1,150,000 | Higher | QuickBooks | All |
| New patients, last 12 months | 612 | Higher | Jane | 1 |
| New patients who came back a second time | 69% | Higher | Jane | 2 |
| New patients who left the first visit with the next one booked | 62% | Higher | Jane | 2 |
| Open hours that were booked (seasonal) | 71% | Higher | Jane | 1 |
| Late cancelled slots that were refilled | 18% | Higher | Jane | 1 |
| New inquiries with no reply | 57 a quarter | Lower | Quo, website form, Meta Ads | 1 |
| Patients quiet for 90 to 180 days | 412 | Lower | Jane | 2 |
| Arrived visits with no charge and no explanation | 29 a quarter | Lower | Jane | 3 |
| Owner's hours a week on office work | 12 | Lower | Owner's estimate | 3 |
Two of these are yearly counts in the first analysis: 229 inquiries with no reply and 116 unexplained visits. They are shown here by the quarter, because that is how they are measured from now on.
Supporting numbers
Answering and new patients
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Share of inbound calls missed | 23%, and 41% between 12 and 2 | Lower | Quo |
| Callers not in Jane who were never called back | 148 a year | Lower | Quo and Jane |
| Time to first reply on a website inquiry | 19 hours | Lower | Website form and email |
| Website inquiries never answered | 34 a year | Lower | Website form and email |
| Time to first contact on a Meta lead | 2.4 days | Lower | Meta Ads and Quo |
| Share of answered inquiries that became a first visit | 52% | Higher | Website form, Meta Ads, Jane |
| Days until the next new patient opening, practitioners 1 and 2 | 15 | Lower | Jane |
| New patients booked with practitioners 1 and 2 | 57% | Lower | Jane |
| New patients referred by a patient | 192 of 600 | Higher | Jane |
| Cost per new patient from Meta Ads | $360 | Lower | Meta Ads and Jane |
| Share of Meta spend shown more than 15 miles away | 34% | Lower | Meta Ads |
Patients kept
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| New patients who came a third time | 55% | Higher | Jane |
| Return rate when the next visit was booked, and when it was not | 90% and 35% | Higher | Jane |
| Share leaving with a visit booked, lowest and highest practitioner | 44% and 81% | Higher | Jane |
| Average first year value of a new patient | $571 | Higher | Jane |
| Patients seen in the last 12 months | 1,640 | Higher | Jane |
| Patients quiet for 180 days to two years | 1,236 | Lower | Jane |
| Median days between visits, regular patients | 19 | Lower | Jane |
| Patients who stopped with a recorded reason | None | Higher | Jane |
The schedule
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Open hours not booked | 2,509 a year | Lower | Jane |
| Share of hours booked, fullest and emptiest practitioner | 91% and 51% | Closer together | Jane |
| No-shows, share of appointments (seasonal) | 3.7% | Lower | Jane |
| Late cancellations, share of appointments (seasonal) | 5.4% | Lower | Jane |
| Booked slots that ended empty | 1,470 a year | Lower | Jane |
| Appointments with a text reminder | 68% | Higher | Jane |
| Appointments patients booked online | 31% | Higher | Jane |
| Waitlist names on the spreadsheet, and in Jane | 64 and 7 | All in Jane | Shared spreadsheet and Jane |
| Revenue per booked hour | $177 | Higher | QuickBooks and Jane |
Billing and money
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Chart notes unsigned for more than 7 days | 143 | Lower | Jane |
| Rejected claims never sent again | 68, billed at $6,200 | Lower | Jane |
| Days for an insurer to pay | 34 | Lower | Jane |
| Money owed to the practice | $96,400 | Lower | Jane |
| Money owed for more than 90 days | $32,800 | Lower | Jane |
| Active patients with no card on file | 61% | Lower | Jane |
| Largest insurer's share of revenue | 13.4% | Lower | Jane and QuickBooks |
| Operating profit | 11.0% | Higher | QuickBooks |
Packages and prepaid visits
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Prepaid visits not yet used | 1,148, worth $74,600 | Lower | Jane |
| Prepaid visits held by patients quiet for 180 days or more | 392, worth $25,500 | Lower | Jane |
| Package balances that differ between Jane and the spreadsheet | 41 | Lower | Jane and shared spreadsheet |
Records and software
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Duplicate patient records | 214 | Lower | Jane |
| Working logins held by people who have left | 4 | Lower | Every program |
| Software cost a year | $13,920 | Lower | QuickBooks |
What patients say
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Google reviews and rating | 214 at 4.8 | Higher | Google Business Profile |
| New reviews, last 12 months | 17 | Higher | Google Business Profile |
| Reviews with no reply | 31 | Lower | Google Business Profile |
The owner's and the front desk's time
| Number | 30 September 2026 | Better is | Where it comes from |
|---|---|---|---|
| Owner's hours a week on front desk questions | 5 | Lower | Owner's estimate |
| Front desk hours a week on cancellation calls and the waitlist | 9 | Lower | Front desk's estimate |
How the first quarterly check would read
This is an invented example of the main numbers at the first quarterly check, dated 31 December 2026.
| Main number | 30 September | 31 December | Reading | What it means |
|---|---|---|---|---|
| Revenue, last 12 months | $1,150,000 | $1,161,000 | Watch | One quarter is too short to judge a yearly figure. |
| New patients, last 12 months | 612 | 604 | Watch | The owner paused Meta Ads in October. 141 new patients came in the quarter, against 149 a year earlier. |
| New patients who came back a second time | 69% | 71% | Watch | A patient needs 90 days to be counted. These patients first came before the changes began. |
| New patients who left the first visit with the next one booked | 62% | 79% | Working | 111 of 141 new patients this quarter left with a visit booked. |
| Open hours that were booked | 71% | 70% | Watch | The same quarter last year was 69%. December is always the weakest month. |
| Late cancelled slots that were refilled | 18% | 21% | Adjust | Offers went to one waiting patient at a time, and most slots passed before anyone said yes. Next quarter: the waitlist moves into Jane with each patient's preferred days, and an opening is offered to five people at once. |
| New inquiries with no reply, in the quarter | 57 | 4 | Working | Every missed call from a number not in Jane gets a text back. |
| Patients quiet for 90 to 180 days | 412 | 389 | Watch | Notes went out in November. 21 patients have booked so far. |
| Arrived visits with no charge and no explanation, in the quarter | 29 | 6 | Working | The weekly match catches them within seven days. |
| Owner's hours a week on office work | 12 | 10 | Working | Owner's estimate. Fewer schedule questions reach the owner. |
The "Adjust" row is the point of the quarterly check. It shows the owner what did not work and what changes because of it.