Divergent Dental Knowledge Base

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======Common Terms and Phrases found on Reports======

=====Definitions=====
====Reappointment Rate====
Reappointment Rate is measuring whether or not any given patient is scheduled for a return visit. We look at all the patients scheduled for the day, the week, or month, and calculate the rate that they are reappointed to have another appointment with any active provider in your practice. This is //not// a hygiene recall rate, but rather, a measure of the practice scheduling patients for subsequent and return visits.\\

====Attrition====
Attrition is measuring any patient that has not had any appointment for 18 months. When it's 18 months from their last appointment, we put them on the Attrition list, which is provided monthly, along with the Monthly KPI report.\\

====Treatment====
//What constitutes as 'Treatment' within the Divergent Dental reports?//\\
We classify treatment as any procedure that is not Diagnostic, Radiographic, or Preventative in nature. Basically we are looking at non-recall related procedures. Scaling and Root Planing Curetage **IS** considered Treatment for the sake of our reports, as this is typically not a recall or preventative in nature procedure. It typically costs more and takes more time than a typical recall hygiene-related visit. If not for S/RP procedures, Treatment is, in general, looking at Doctor-related or Doctor-performed procedure codes.

====Net Production====
We define Net Production as the production you're intending to collect on at some point in the future. All of the write-offs, discounts, adjustments are always considered on the //Procedure Date.// This is an important point, as most software considers the adjustments on the //Payment Date.// This could cause a sense of 'inflated' production and deflated collections down the line. We want to provide you with a single version of the truth, and that is why we calculate Net production the way we do. It's the closest calculation we can provide that provides the truest version of your production and intended income.\\

====FeesTP ====
This is the total dollars in newly planned treatment for a given time-period. Typically, this breaks down into daily, weekly, and monthly totals as seen on your Morning Huddle and Daily Dashboard Reports. This metric is the dollar amount total of any newly entered treatment for the given time frame.\\

====CaseFees====
This metric is the percentage of fees of the newly planned treatment that was actually scheduled. Think of it as the newly planned treatment that was scheduled. For example, if you presented $1000 in new treatment yesterday, and your CaseFees metric is 50%, that means you scheduled $500 of the $1000 you presented.\\

====CasePats====
This is referred to as Patient Acceptance. This metric is the percentage of patients that had new treatment presented that actually scheduled, at minimum, one newly planned procedure code. This is the percentage of patients that scheduled their newly planned treatment. For example, if you had planned treatment for 10 patients yesterday, and your CasePats metric is 80%, that means that 8 of those 10 patients scheduled at least one of their newly planned treatment procedures.\\

Again, it only takes ONE newly planned procedure code to trigger the 'acceptance.' It does not matter which code that is or when their appointment is scheduled. It only requires that a new code be presented and then scheduled at any point in the future.\\
====New Patient====
A New patient is defined and counted only when they have kept their appointment and have the first procedure code completed in their ledger. It doesn't matter what the code is, so long as it is the //first// procedure code completed. There is also no limitation on when that code was completed- that is to say, if you saw a patient 2 years ago, and now they've decided to return, they're not going to be counted as new, since they've already had their first procedure code completed already.
======Calculations=====
=====New Patients=====
New patients (as stated above) are calculated once they have their first completed procedure code in their ledger. This could mean that if you are utilizing procedure codes for something other than procedures, you could trigger a false new patient. We have seen offices utilizing procedure codes for everything from cancelled appointments to insurance verification to Covid-Screening questions. It does not matter what procedure code is completed first. It could be an exam, an x-ray, it could be a D3320. Whatever code is completed first, that's what triggers the new patient count.\\

=====Net Production=====
Divergent Dental calculates Net Production taking all adjustments, write-offs, discounts, etc. processed on the //Procedure Date.// This is important to know as most practice management software defaults to processing adjustments on the //payment date.// Divergent Dental has always strived to provide a singular version of the truth- that is a trustworthy and more accurate number to portray the production you complete that you actually intend to collect at some point in the future.\\

This is another reason we provide the adjustment totals on your Daily Dashboard reports. If you apply these adjustment totals to your gross production value, you will likely get a value close to our calculated Net Production value. It's not always as simple as that, but this is a very common instance of why your PMS reports will differ from Divergent's.\\

======Troubleshooting======
=====My Divergent Reports are Wrong!=====
====Your Production and Collections are off.====
Since we read directly from your Database, we're likely not wrong. More often than not, this is a difference in how we calculate Net Production ([[http://kb.divergentdental.com/home/common_terms?do=edit#net_production|See above]]). More often than not, this is where the difference comes from: The calculation of Adjustments. We always consider adjustments on the Production Date. That is to say, we always want to provide a value for net production that you're actually intending to collect on at some point down the road. Adjustments are **always** calculated on the production date with our reports.

====My Working Hours aren't right!====
Working hours are not 'made-up' numbers that we apply to our customers. For our Open Dental Customers, we take the provider working hours directly from your Schedule set in the Setup Menu. IF you're not certain on how to accomplish this,  you can [[https://www.opendental.com/manual/schedule.html|refer to the Open Dental Online Manual.]] These hours are not altered or adjustable from our end at all. We pull those directly from your database.\\

For our Dentrix and Eaglesoft Customers, those databases aren't calculated the same way, nor do they have database tables for provider hours as Open Dental does. For Dentrix and Eaglesoft working hours, we pull the times from the appointment schedule. Hours are set per provider as the starting time of the first appointment starts and ending as the last appointment ends. We also build-in an hour for a break/lunch. For example, if the first appointment is scheduled for 8:00 AM and the last appointment is scheduled to end at 5:00 PM, the working hours for that day would be counted as 8 hours.
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