Your Insights page offers personalized tips intended to help therapists new to private practice and anyone seeking to attract and serve clients more effectively. Maximize the potential of your practice with Grow by exploring the insights page features outlined below.

Your client return rate can be a key indicator of your impact on first-time clients. A returning client can indicate trust in your work and the therapeutic process. Not every client will be a perfect fit, and some drop-off is natural. However, a consistently low return rate may indicate that you have opportunities to revise your profile to attract the right clients or engage your clients with outreach and prompts to ensure they get the care they need.

Your client return rate looks at your new clients, defined as clients whose first-scheduled appointment start time was within the last 6 months.

Returning clients are clients who return for a second appointment with you within the first 30 days after their first scheduled appointment start date.

Some new clients may not return for a second appointment for reasons beyond your control. If a client cancels, does not show up, or is canceled by our system for issues related to insurance, they will not be counted against you. We exclude these clients from the total number of new clients when calculating the client return rate.

The percentage is calculated by dividing:

For instance, consider a provider who had 12 new clients schedule with them in the last 6 months. Out of these clients, 5 attended 2 or more appointments within 30 days. The remaining 7 clients did not return for various reasons: 2 canceled or did not show up and did not reschedule, while the provider canceled the other 5 due to issues such as bad fit, scheduling conflicts, or caseload constraints.

Thus, the provider’s client return rate would be 50%, calculated as follows: 5 returned clients divided by (12 new clients minus 2 excluded clients), which equals 5/10.

Insights for your own information - Your client return rate will not be shared publicly and is meant only as a helpful tool for you. Having visibility into this metric can be especially useful to providers building their practice, as high early client retention often leads to a full, consistent caseload from returning clients, resulting in more income. The Grow team will be adding more insights to this page over time to further support you in your practice.
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​Profile on Grow’s marketplace - If you are looking to attract more clients, increasing your client return rate will help you be surfaced higher in client searches in the Grow marketplace. However, client retention is only one of the aspects of the Grow marketplace ranking algorithm. Where you fall in client search results is also highly dependent on the match between your profile and what the client is searching for, as well as how much open availability you have.

Partnership with Grow - Providers with high client return rates are invited to join Grow's Thriver program and receive additional perks.

Your insights page includes optional suggestions to attract and keep your ideal clients. These tips give specific and personalized ways to improve your client return rate. Selecting a tip provides detailed information and action items.​
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We recognize that client interactions and situations often involve nuance, and the data in the system might not represent the full story. Because the tips are system-generated, there may be times when a tip is not relevant to your unique circumstances. If you encounter any discrepancies, you can always contact our support team. While we are unable to modify your client return rate or tips, rest assured that your feedback will be communicated to our product and data team to enhance our future recommendations.