3-month retention rate

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Your 3-month retention rate measures the percentage of your most recent patients who completed another session on or after 90 days from their first completed appointment. In simpler terms: Of your recent patients who started at least 90 days ago, how many continued care into month three or beyond?

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This metric includes:

Your 30 most recent eligible patients who completed their first appointment at least 90 days ago
Returning patients defined as someone who, completed their first appointment, and completed at least one additional appointment on or after 90 days of their first session
Fay-sourced and self-sourced patients

You can click on your 3-month retention rate tile to learn more and view opportunities to optimize your practice.

How it’s calculated

Your 3-month retention rate is calculated on a rolling basis using your last 30 eligible patients whose first appointment was 90+ days ago.

Formula:

(# of patients who had ≥1 occurred appointment on or after 90 days from their first session

All eligible patients whose first appointment was 90+ days ago, minus exclusions) × 100

= 3-month retention rate

Exclusions:

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The following patients are excluded from this metric, so your 3-month retention directly reflects the impact of your care, outside of circumstances that may be beyond your control:

Patients who cancel or no-show
Patients who were charged greater than their initial estimate within their first 90 days
All Cigna patients due to potential session limits
Patients with an invalid payment method
- If you retain a patient with an invalid payment method, they will be included in the metric (you will receive credit for retaining this patient)
Patients who move to a state you are not licensed to serve </aside>

Example calculation

Let’s say your last 30 eligible patients had their first appointment at least 90 days ago

10 patients had an occurred appointment on or after Day 90

(10 ÷ 30 eligible patients) x 100 = 33% 3-month retention rate