Monthly Customer Retention Review Checklist for Healthcare & Allied Health
A checklist for analysing patient retention metrics, identifying at-risk patients, and implementing strategies to reduce churn and increase lifetime value.
Includes safeguards for Australian Privacy Principles (APPs), Medicare compliance, and health record management under the My Health Records Act. All patient data handling follows AHPRA guidelines.
Complete Checklist
- 1Calculate the monthly patient retention and churn rateCritical
- 2Compare retention rates against previous months and benchmarks
- 3Identify patients who have not made a purchase or engaged recentlyCritical
- 4Analyse the reasons for any patient losses during the month
- 5Review patient satisfaction scores and Net Promoter Score trends
- 6Assess the effectiveness of current loyalty or rewards programs
- 7Identify patients with upcoming contract renewals and plan outreach
- 8Review the average patient lifetime value and any changes
- 9Plan targeted re-engagement campaigns for inactive patients
- 10Gather and analyse exit feedback from patients who have left
- 11Review upselling and cross-selling opportunities with existing patients
- 12Assess the onboarding experience for new patients and identify drop-off points
- 13Implement at least one retention improvement action based on the analysisCritical
- 14Update the patient retention report and share with the team
Frequently Asked Questions
How do we calculate patient lifetime value?
A simple calculation is: average purchase value multiplied by average purchase frequency multiplied by average patient lifespan in years. For example, if a patient spends an average of $100 per visit, visits 4 times per year, and remains a patient for 3 years, their lifetime value is $1,200. Track this metric monthly to understand whether your patient relationships are becoming more or less valuable over time.
What is a good patient retention rate for small businesses?
This varies significantly by industry. Subscription-based businesses typically aim for 90 to 95 percent monthly retention. Service businesses may target 70 to 80 percent annual retention. The most important thing is to track your own rate consistently and aim for improvement. Even a small improvement in retention can have a significant impact on profitability.
What are the most effective patient retention strategies for small businesses?
Deliver consistently excellent service, communicate regularly and proactively, respond quickly to issues, personalise the patient experience, and ask for feedback then act on it. Simple gestures like remembering preferences, sending thank-you notes, or offering loyalty discounts can be very effective. The personal touch available to small businesses is a competitive advantage over larger operators.
Need help implementing these checks into your daily operations?
Our team can build custom checklists integrated into your daily operations workflow.