Overview

This article explains how Calvient calculates no-show and cancellation metrics. It also explains how Calvient identifies patients who may be at higher risk of missing an appointment.

No-show rate

The no-show rate is the percentage of appointments in the selected date range that ended with a status of No Show.

Calvient calculates this as:

No-show appointments / total appointments

For this metric, total appointments include appointments with these statuses:

• Scheduled
• Confirmed
• Checked In
• Checked Out
• Cancelled
• No Show

Example

If you had 100 total appointments in the selected date range and 8 of them ended as No Show, your no-show rate would be 8%.

Cancellation rate

The cancellation rate is the percentage of appointments in the selected date range that ended with a status of Cancelled.

Calvient calculates this as:

Cancelled appointments / total appointments

For this metric, total appointments include appointments with these statuses:

• Scheduled
• Confirmed
• Checked In
• Checked Out
• Cancelled
• No Show

Example

If you had 100 total appointments in the selected date range and 12 of them ended as Cancelled, your cancellation rate would be 12%.

What high-risk confirmed means

Based on the current platform logic, a patient is treated as High No-Show Risk when their no-show risk score is 50% or higher. If your report uses the label High-Risk Confirmed, it likely refers to confirmed appointments for patients whose no-show risk score is at least 50%.

How Calvient decides a patient is a no-show risk

Calvient assigns a no-show risk score from 0% to 100%. A higher score means the patient is more likely to miss an upcoming appointment.

The score is based on four factors:

1. Past no-show history

This is the largest part of the score.

Calvient looks at the patient’s completed appointment history and asks:

• How many past appointments did the patient attend?
• How many past appointments did the patient miss as a no-show?

This part of the score is based on:

No-show appointments / attended appointments plus no-show appointments

Cancelled appointments are not included in this part of the formula.

2. How recent the no-shows were

Recent no-shows matter more than older no-shows.

A patient who missed an appointment last week is treated as higher risk than a patient who missed one a year ago.

3. Cancellation pattern

Frequent cancellations also raise the score.

This part of the score is based on:

Cancelled appointments / total past appointments

For this part, total past appointments include:

• attended appointments
• no-show appointments
• cancelled appointments

4. How much history Calvient has

If a patient has very little appointment history, Calvient does not rely only on that small sample.

Instead, it blends the patient’s early history with a broader baseline so the score is less extreme when there is not enough data yet.

What happens for a new patient

If a patient has no prior appointment history, Calvient uses a baseline no-show risk instead of trying to predict from missing data.

That baseline is:

• the practice average, if available
• otherwise 15%

Risk levels in the platform

Calvient currently groups no-show risk this way:

• Low Risk: below 25%
• Moderate Risk: 25% to 49%
• High No-Show Risk: 50% or higher

Which appointments are used for the risk score

Calvient only uses past appointments with final or meaningful statuses when calculating no-show risk.

These statuses are included:

• Checked In
• Checked Out
• No Show
• Cancelled

Future appointments are not used to calculate the patient’s past behavior.

When the score is recalculated

Calvient recalculates a patient’s no-show risk when:

• the patient has never had a score before
• the last score is more than 24 hours old
• an appointment changed after the last score was calculated

The score is calculated for patients who have an upcoming appointment in the next 14 days with a status of Scheduled or Confirmed.

Troubleshooting

• If a patient has no no-show risk score yet, then the patient may not have an upcoming Scheduled or Confirmed appointment in the next 14 days.
• If a patient’s score seems lower than expected, then the patient may have strong attendance history that offsets a smaller number of no-shows.
• If a patient’s score seems higher than expected, then recent no-shows or frequent cancellations may be increasing the score.
• If a new patient shows a score even with no history, then Calvient is using the practice baseline or the default 15% baseline.
• If you need the exact definition of High-Risk Confirmed, then confirm the report-specific logic for the screen or Arbol report where that label appears.

Related articles

• Understand Scheduling Metrics
• Build Your First Arbol Report
• Review Appointment Status Definitions