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How much time your practice actually delivered, not just how many appointments were booked. It is worked out automatically from your calendar, so there are no timesheets and nothing for your clinicians to fill in.
How much time your practice actually delivered, not just how many appointments were booked. It is worked out automatically from your calendar, so there are no timesheets and nothing for your clinicians to fill in.
Why it matters
Why it matters
Counting appointments treats every booking the same. A 50-minute therapy session, a two-hour assessment and a three-hour school visit all count as one appointment each.
So a practitioner who spent three hours with one client can look less busy than a colleague who saw three clients briefly. Service Hours fixes that by measuring time. A 90-minute appointment counts as 1.5 hours. A three-hour assessment counts as three.
What it counts
What it counts
Service Hours is the booked length of your completed appointments, added up.
It uses the appointment length as booked in your practice management system.
Only appointments marked Completed count. Cancellations do not.
It counts work you delivered, whether or not it has been invoiced.
One thing to keep in mind. Service Hours reads your calendar, so it reflects what is booked there. Work that happens outside the diary, such as report writing squeezed between sessions, will not appear. Practices that book that time as a calendar entry get the fullest picture.
The one setting worth knowing about
The one setting worth knowing about
Many practices book 50-minute sessions but think of them as an hour, with ten minutes for notes. Others want the exact time booked. Neither is wrong, so we ask you once, the first time your practice opens Service Hours.
To change your answer later, go to Configuration -> Account Configuration, and find the Service Hours panel.
Two switches, and a Save button. Remember to press Save.
Round each appointment to the nearest half hour is the one that changes your numbers:
Rounding applies to each appointment on its own, never to a total, so the figures always add up. Changing the setting updates every Service Hours figure, past periods included.
Show Service Hours simply hides the metric from your dashboards if you would rather not see it.
Where to find it
Where to find it
Your practice as a whole
Your practice as a whole
Open the Performance dashboard. Service Hours is one of the cards along the top, next to completed appointments and cancellations. The card shows your total for the dates you have selected and how it compares to last year.
Service Hours sits with your other headline numbers, and has its own section below.
And it has its own section under Metrics in-depth.
For the detail, open the Service Hours section. You get hours over time as a chart, the same figures as a table, and a download button.
The dotted line is the same period last year. Use the Weekly and Monthly buttons to change the grouping.
The same figures as a table, ready to download.
Comparing your practitioners
Comparing your practitioners
The Practitioner Breakdown section lists everyone side by side, with a Service Hours column. This is where the difference between appointments and hours shows up most clearly. A practitioner with fewer appointments but longer ones can deliver more hours than someone with a fuller-looking diary.
Click any column heading to sort. The download button exports the whole table.
One practitioner at a time
One practitioner at a time
Open Practitioner Reporting and pick a practitioner. Service Hours appears as a card at the top and as its own section, week by week.
Every practitioner has their own Service Hours total.
Their hours week by week, against the hours they had available, with a label showing whether each week hit their target.
What your clinicians see
What your clinicians see
Clinicians see their own Service Hours on their Personal Dashboard, and only their own. Nobody else's figures appear there.
A clinician's own view, with no comparison to colleagues.
Going further: Service Hours Utilisation
Going further: Service Hours Utilisation
This answers a different question. Of the hours a practitioner had available, how many were delivered as client work?
It needs one thing from you first, because GrowInsight cannot know how many hours someone intends to work. Until you tell it, the column shows a Set hours capacity prompt instead of a percentage.
Setting hours capacity
Setting hours capacity
Go to Configuration -> Availability.
Find the practitioner and click Edit under Weekly capacity. If they have nothing set yet, you will see a Use suggested chip with a figure worked out from their diary. Clicking it opens the same window with the suggestion filled in, so you can check it before saving.
Enter their Weekly hours capacity: the hours in a typical week they are available for client work. This is usually lower than the hours they are rostered on.
Check the Effective from date. It applies from that Monday onwards, and earlier weeks keep whatever they had. If the figure has been true for a while, set the date back to when it started.
Click Save capacity.
Everyone's capacity in one place. "Hours not set" means Service Hours Utilisation is not available for that person yet.
Appointment capacity and hours capacity are separate. You can set one without the other.
The two capacities do different jobs. Appointment capacity drives appointment utilisation and your forecasts. Hours capacity drives Service Hours Utilisation, and nothing else.
Reading the result
Reading the result
Once capacity is set, the Service Hours section on Performance gains a utilisation chart showing delivered hours against unfilled hours, and the percentage appears in the Practitioner Breakdown.
Green is time delivered. Grey above it is time that was available and went unfilled.
While you are still setting people up, a banner at the top of the Performance dashboard tells you how many practitioners the figure covers, so you always know what you are looking at.
Worth agreeing before you share it. Utilisation is a sensitive number in a clinical team, and it is easy for it to feel like a measure of effort rather than availability. It helps to agree with your clinicians what the hours capacity figure represents before you set it, so the percentage means the same thing to everyone looking at it.
Setting a weekly hours target
Setting a weekly hours target
On the same Availability screen, click Edit under Weekly targets to set an hours goal for a practitioner. The target shows as a line on their Service Hours chart and as an "at target" or "below target" label against each week.
Set as many or as few as you like. Blank means no target.
For a practice-wide goal, use Weekly Service Hours or Monthly Service Hours in the clinic targets list on the Account Configuration page.
Common questions
Common questions
Do I need to set anything up?
Not for Service Hours. It works from the appointment data GrowInsight already receives, so there are no timesheets and nothing for your clinicians to fill in. Rounding and hours capacity are both optional.
Why is my figure lower than I expected?
Service Hours counts appointments in your calendar. If some work is not booked as an appointment it will not be included, which is most noticeable where assessment or report writing happens outside the diary. Booking that time as a calendar entry is the simplest fix.
Does it include work I have not invoiced yet?
Yes. It measures what you delivered, so a completed appointment counts either way. It is not a billing figure and it will not match your invoiced totals.
What about cancellations and no-shows?
Only appointments marked Completed are counted. If you are unsure how your statuses are set up, check Status Configuration or get in touch.
Why does it differ from my own spreadsheet?
Usually one of two things: the rounding setting, or appointments in your spreadsheet that are not in the calendar. Comparing a single week side by side normally finds it. We are happy to do that with you.
Why does Service Hours Utilisation show a prompt instead of a percentage?
That practitioner has no weekly hours capacity set yet. Follow the steps above and the percentage will appear. We do not guess a figure, because a utilisation percentage built on an assumed number of available hours would be misleading.
The screenshots in this article were taken with rounding turned on. With rounding off you will see figures to two decimal places, so a 50-minute session reads as 0.83 hours.
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