Why Rebooking Rate is the Most Underrated Success Factor in Allied Health

Episode 14:

Today I’m talking about a number that I love so much I could almost tattoo it on my forehead (terrible idea, I know). It’s the humble rebooking rate. Yes, I’m serious! This little metric has so much heart and intelligence wrapped up in it, and I think it deserves a place of honour in every allied health practice.

Before you tune out because numbers aren’t your thing, stick with me. I promise it’s more interesting (and more impactful) than you might think. Rebooking rate is not just a data point — it’s a success factor. And in my practice, it has become one of the clearest indicators of how we’re doing across care, confidence, and client connection.

In this episode, I talk about:

·      What rebooking rate (or client visit average) actually is

·      Why it’s a brilliant indicator of client happiness, staff confidence, and service value

·      How it quietly signals when a team member might need support

·      Why it reflects professional, ethical care (not over-servicing!)

·      How it’s different from billable hours, and why that matters

·      My beef with KPIs and why I prefer to talk about “success factors”

·      How rebooking rates can help reduce pressure and keep your practice culture healthy

·      What a low rebooking rate might be trying to tell you

·      How to start tracking and using this metric meaningfully

Takeaways and Reflections:

1.    Rebooking rate is more than a number – it reflects trust, impact, and the value your clients perceive.

2.    Success factors beat KPIs – let’s shift to numbers that feel aligned with how we actually want to practice.

3.    Rebooking rate can ease pressure – when this is strong, billable hours tend to take care of themselves.

I’ve even put together a little fact sheet to help you calculate your rebooking rate. Just reach out and ask for the “Rebooking Rate Fact Sheet” — I’m happy to share it with you. You can reach us here at The Connection Co via our social media pages or via email at hello@theconnectionco.com.au.

And remember, this isn’t about pushing people to come back unnecessarily. It’s about making sure we’re walking alongside them properly and not assuming they can go it alone. Our work matters, and when clients keep coming back, it tells us they feel that too.

Thanks for listening. I hope this episode encourages you to embrace rebooking rate as a tool for insight, alignment, and care. If you found it helpful, share it with a friend. And if you’d like to dive deeper, come check out the membership at https://www.theconnectionco.com.au.

Until next time, Amy