How do I find out how many of an orthotics clinic’s patients return for new pairs?

Begin by asking how the clinic records visits. Practice management software or appointment history usually shows who came, when and why. Request an anonymized extract covering several years, so you can see the pattern of replacement, adjustments and follow-ups. Ask what a typical replacement cycle looks like for adults, children and athletes.

Next, look at why people return or do not. Some leave because they moved, some because they were unhappy, and some because the first pair lasted. Ask the clinicians what they hear. Check whether reminders go out, who sends them and whether anything depends on a particular practitioner.

Finally, consider what the returning group tells you about the business. A loyal group may be a strong asset, but check whether loyalty is to the clinic or to the owner. Your accountant can help you connect return visits to revenue, and your lawyer can advise on how patient data is shared before closing. Ask for the same data again just before closing to see whether it has changed. Ask too whether patients are told when a device is likely to need replacing, since a clinic that explains this honestly tends to see people come back for good reasons. Note whether children are tracked differently from adults.

Key takeaways

• Request anonymized visit history over several years, not a summary.
• Separate patients who returned from those who left, and find out why.
• Check whether reminders exist and whether they depend on one person.
• Ask whether loyalty belongs to the clinic or to the owner.