A patient can value the clinician and still leave with friction around the visit.
Not every patient voices dissatisfaction directly. Sometimes the signal appears in rescheduling, delayed follow-up or a pathway that quietly stops — and the appointment book is the only place it shows.
The record is complete. The pathway is not.
On the left is the appointment record — what the clinic wrote down. On the right is the pathway: the sequence of appointments this patient was expected to attend, and what she actually did. Both are true. Only one of them was being watched.
Seen as scheduled · Thu 16:40
Consultation notes complete
No clinical concerns raised
Follow-up booked at reception
Feedback score 4.8 / 5 — “the doctor was great”
Episode marked complete
Arrived 16:10. Seen 16:52.
“The doctor was great. The wait was not.”
Follow-up rescheduled.
Rescheduled again.
Nothing.
Cancelled. Not rebooked.
Every box on the left is ticked, and the patient is gone. A clinic that measures only the consultation will score well for years while its pathways quietly end.
A clinic that measures only the consultation will score well for years while its pathways quietly end.
Nothing in the record above is wrong, and nothing in it would have raised a flag. The attrition is real, it is measurable, and it is sitting in the appointment book rather than in any report anybody reads.Attrition stops being invisible.
The consultation.
- Seen on time · yes
- Notes complete · yes
- Feedback score · 4.8
- Follow-up booked · yes
Everything around it.
- Waited 35 minutes past her slot
- Left with a question unasked
- Rescheduled twice
- Never rebooked
How many follow-ups ended without anyone deciding they should?
The appointment book holds the answer and no report asks for it. Bring a quarter of patient feedback and reviews and we will show you the cases that needed follow-up, and what preceded each one.
No account required. A UMI team member will follow up.