How to Calculate and Improve Your Cancellation Did Not Rebook Rate in Physiotherapy

As a physiotherapy clinic owner, understanding your Cancellation Did Not Rebook (CDNR) Rate is critical. This figure directly impacts your clinic’s profitability, efficiency and patient outcomes, and ultimately, your success. If your clinic struggles with cancellations or missed appointments, it’s crucial to address this issue to ensure both financial success and better clinical outcomes. High CDNR rates can also affect the continuity and effectiveness of your physiotherapy services, leading to inconsistent patient progress. In this blog post, we’ll guide you through how to calculate your CDNR, what makes a good rate, and how to lower it effectively.

What is the Cancellation Did Not Rebook Rate?

The Cancellation Did Not Rebook Rate measures the percentage of patients who cancel their appointments and do not rebook. This metric is essential for understanding your clinic’s ability to retain patients and keep them on track with their treatment plans. When cancellations aren’t rebooked, not only do you lose revenue, but patients may not achieve the results they originally came to you for. These lost opportunities to treat patients can result in poorer health outcomes and weakened trust in care.

Why Does the CDNR Matter for a Physiotherapy Clinic?

A high rate of cancellations that aren’t rebooked can seriously affect your physical therapy clinic’s finances. If patients cancel and don’t rebook, your clinic loses both revenue and the opportunity to help those patients reach their health goals. On the flip side, reducing cancellations and rebooking those appointments leads to better patient results, more revenue, and higher patient satisfaction.

Additionally, improving your CDNR can make a massive difference in your clinic’s profitability. A clinic with a lower CDNR rate will often have a higher patient visit average and a better overall initial assessment rebook rate, which can significantly boost your total revenue. This also helps affect no-show rates, as engaged patients are more likely to follow through with appointments.

How to Calculate Your Cancellation Did Not Rebook Rate

Calculating your CDNR is straightforward and involves a few simple calculations:

1. Track Total Potential Appointments: Start by looking at the total number of appointments scheduled for the week. This includes all patients booked into your calendar.

2. Identify Cancellations: Count the number of patients who cancelled and did not rebook another appointment.

3. Calculate the CDNR:

   • Formula: CDNR = (Number of cancellations that did not rebook) / (Total number of potential appointments)

   • Multiply the result by 100 to get the percentage.

For example, if you have 10 total appointments for the week, and 2 patients cancelled without rebooking, the simple calculation would look like this:

• 2 cancellations ÷ 10 total appointments = 0.2 (or 20% CDNR)

So, your cancellation did not rebook rate for that week would be 20%.

What is an Acceptable CDNR Rate?

Based on our experience mentoring over 1,500 clinic owners, an ideal CDNR rate for a physiotherapy clinic is below 8%. Clinics that achieve this low CDNR typically have better systems in place to retain patients and encourage rebooking after cancellations, and support their physical therapist team in maintaining strong patient relationships.

However, many clinics begin with a high rate, usually between 15% and 25%. Even reducing this number to 8% can lead to substantial improvements in revenue and patient retention.

The Impact of a Low CDNR Rate

Let’s say your clinic has 100 patients, and you manage to lower your CDNR rate from 15% to 8%, while also increasing your Initial Assessment Rebook Rate (IAR) from 70% to 90%, and improving your patient visit average from 3 to 6 visits. This change could result in a significant revenue boost—an additional £18,000 from the same 100 patients.

• Clinic A (with a 15% CDNR and 70% IAR) could generate £14,000.

• Clinic B (with an 8% CDNR and 90% IAR) could generate £32,000.

This demonstrates the impact on cost and the financial power of improving your CDNR and rebooking rates! Beyond the financial benefits, these improvements also lead to a more consistent and structured treatment journey, ultimately enhancing the overall patient experience. When patients feel supported, informed, and see measurable progress, their satisfaction and likelihood to stay engaged with care increases significantly — benefiting both the patient and the physical therapy clinic.

Tips for Reducing Your Cancellation Did Not Rebook Rate

1. Set Clear Expectations in the First Session: One of the most effective ways to improve your CDNR rate is to set clear expectations with patients from the very start. Make sure they understand:

   • What their condition is

   • Why it happened

   • What your plan is to help them

   • The number of sessions required to achieve their goals

2. Follow a Structured Treatment Plan: Create a treatment plan based on the patient’s desired outcomes, and make sure to communicate the importance of sticking to the plan. When patients feel confident in their treatment process, they are more likely to rebook and stay engaged.

   1. Consistency is Key: Tracking your CDNR on a weekly basis is essential for staying on top of your clinic’s performance. The more consistently you track and address cancellations, the better equipped you’ll be to improve your rates, the better equipped you’ll be to improve your rates and support better patient recovery outcomes.

   2. Engage with Patients Who Cancel: If a patient cancels and doesn’t immediately rebook, reach out to them. Often, they won’t rebook because they’re unsure about their treatment or have lost confidence in the process. A simple call or follow-up message can address their concerns and encourage rebooking.

Conclusion

The Cancellation Did Not Rebook Rate is a vital metric for any physiotherapy private practice. A lower cancellation rate and CDNR means more patients stay on track with their treatment, leading to better clinical outcomes, higher revenue, and greater patient satisfaction. By understanding and tracking your CDNR, setting clear expectations, and following a structured treatment approach, you can significantly improve your clinic’s efficiency and patient care delivery.

Several factors for patients contribute to whether they cancel or rebook their appointments, such as their perceived value of the treatment, their trust in the clinic, and the clarity of their treatment goals. Addressing these factors through a strong engagement strategy and clear communication will help reduce cancellations, reduce no-show rates and foster better retention.

If you want to dive deeper into how to improve your CDNR rate and overall clinic performance, I offer a free training guide that covers actionable steps to help you reduce cancellations and boost your business. Reach out to me on Instagram or LinkedIn, and I’ll be happy to share these valuable resources with you!

🎧 Want to Learn More?

If you’re looking to go even deeper into improving your clinic’s performance, don’t miss this episode of The Go-To Physio Podcast. In it, Dave O’Sullivan breaks down the critical importance of improving your Initial Assessment Rebook Rate (IAR)—a powerful metric closely tied to CDNR.

You’ll learn:

• Why the IAR is one of the strongest indicators of patient engagement and clinic success

• Proven strategies to build patient trust and improve rebook rates

• How to communicate treatment plans clearly and deliver patient-defined outcomes

🎙️ Tune in now and discover how aligning your IAR with a solid CDNR strategy can dramatically boost retention, outcomes, and revenue in your clinic.

Frequently Asked Questions

1. What is the ideal Cancellation Did Not Rebook Rate (CDNR) for a physiotherapy clinic?

The ideal CDNR for a physiotherapy clinic is typically below 8%. Clinics with a lower CDNR tend to have better patient retention and more consistent revenue. If your clinic’s CDNR is higher, focusing on improving patient rebooking can significantly boost your clinic’s success.

2. How can I calculate my clinic’s Cancellation Did Not Rebook Rate (CDNR)?

To calculate your CDNR, divide the number of cancellations that did not rebook by the total number of scheduled appointments for that week. Multiply the result by 100 to get the percentage. For example, if 2 patients out of 10 cancelled without rebooking, your CDNR would be 20%.

3. Why is reducing the CDNR important for my clinic’s profitability?

A high CDNR leads to lost revenue, losses in terms of cost, and can negatively impact patient outcomes. By reducing cancellations and encouraging rebooking, you can retain more patients, increase the number of visits per patient, and significantly boost your clinic’s revenue. Additionally, improving your CDNR can help increase referral rates as satisfied patients are more likely to recommend your physical therapy services to others. This, in turn, can further enhance your clinic’s productivity and attract new patients.

4. What are some strategies to reduce the CDNR in my clinic?

To reduce CDNR, ensure clear expectations are set during the first session, follow a structured treatment plan, consistently track cancellations, and engage with patients who cancel. Reaching out to patients who cancel and reassuring them about their treatment plan can also help encourage rebooking. By fostering strong relationships and demonstrating the value of your physical therapy services, patients are more likely to stay committed to their treatment plans and attend their clinic appointments, boosting your clinic’s overall productivity.

These FAQs address key questions your readers may have about CDNR and offer helpful solutions to improve their clinic’s performance.