The unused session is money you may still owe
A six-session laser package is sold, three sessions happen, Jess drifts. On the revenue report the full package price landed the day it was sold, so the three missing sessions look like margin that never had to be delivered. They are not. The practice still owes the sessions, or the money, depending on the terms and the state. A patient who asks for a refund in month ten is a cash call with no revenue beside it. And the patient who stopped at three did not get the result, so they do not review, refer or buy the next series. How prepaid balances must be held, expire and refund is for counsel and your accountant to confirm; the measuring and the reminding are yours.
How to measure completion by series type and by provider
- Export every package or series sold in the last eighteen months from the record system: patient, series type, provider, sessions purchased, sessions redeemed, sale date, last session date.
- Completion rate by type: sessions redeemed divided by sessions purchased, for each series, counting only packages sold long enough ago to have finished. A laser series and a facial series will not match, and should not be averaged.
- Completion rate by provider: the same division, by the provider who delivered the first session. If Dana's patients finish and another provider's stop at three, the difference is a conversation, not a mystery.
- Open balance: sessions purchased minus sessions redeemed, times the per-session price paid, across every open package. Priya keeps this number on the monthly sheet beside revenue; whether it sits on the balance sheet is your accountant's call.
- Where it breaks: for each type, the session number after which patients most often stop. Your own data will show where; the reminder cadence is built around that session.
Where completion breaks, and the reminder that fixes it
The intervals and the result timing below are the ones practices commonly plan around, not medical advice; your medical director sets the series interval, and your own records set where completion breaks.
| Series | Where completion breaks | The reminder that fixes it | The measure |
|---|---|---|---|
| Laser hair removal | Mid-series, when the early result shows and the urgency fades | A text from Dana at the interval the series is planned around, with the next slot held | Sessions redeemed divided by purchased, by provider |
| Facial or peel series | After session two, when the next visit is not booked before Jess leaves | Book session three at the chair; a reminder a week before it | Share of session threes booked at the chair |
| Body contouring | Mid-series, when results take longer to show than the patient expected | A progress check-in with the photos the chart already holds, then the booking link | Days between sessions against the plan |
| Weight-loss or hormone program visits | The month the visit is due and nobody said so | A reminder before the visit is due, without naming the medication; what may be said by text is for counsel and your medical director | Visits on time divided by visits due |
| Treatment bank credit | The month the credit sits and the member forgets | A monthly note from the provider that credit is waiting, with one tap to book | Credit spent divided by credit added |
The reminder cadence that fills session three
Build it from the interval the series is planned around, which is the medical director's call, and the day Jess last came. Book the next session before the patient leaves. A reminder from Dana a week before it, by name, with the slot held. A second note two days before. If the session is missed, a text the same afternoon with two open times. The texts go only to patients with texting consent on record, and what counts as consent is for counsel to confirm. Nothing clinical goes in a text: the message is that the next session is held for Thursday at two, not a note about the treatment.
How to do this on Monday
- Run the export in step one and sort open packages by last session date, oldest first. That list is the comeback message for this week.
- Priya texts the ten oldest from their provider, by name, with two open times, consent on record first. Count the replies and the bookings by Friday.
- Put the open-balance number on the monthly sheet beside revenue so nobody mistakes it for profit again.
- Ask counsel how balances expire and refund in your state, and your accountant how prepaid revenue is recognized; write both answers into the package terms before the next one is sold.
What to do next
NorthCore's Know your numbers solution builds the completion rate by series and by provider, the open-balance line and the session-three reminder on top of the record system you already run. Scoped in writing and covered by the promise on this site: results in 90 days, or we keep working until you have them.
