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Case Loss

What is case loss?

Case loss refers to patients who initially receive treatment at a specific facility but then seek subsequent care for the same condition at a competing facility within a defined timeframe (typically 30, 90, or 365 days). The timeframe depends on the type of treatment and how often a patient would typically require follow-up care at the original facility.

Several factors can contribute to case loss, such as:

  • The patient has needs that the focal facility could not meet.
  • The competitor facility is closer to the patient’s home or work.
  • The patient was unsatisfied with the provider they saw at the focal facility.
  • The patient had unfavorable outcomes from their treatment at the focal facility.

How can facilities use case loss to improve their services?

Analyzing case loss can offer key information about improving a facility’s outcomes and revenue by highlighting areas where improvements are needed. Case loss can be analyzed on a patient or revenue basis. It can also be analyzed for a facility or broken down based on each provider. By identifying patterns in case loss data, healthcare facilities can pinpoint the most common reasons for patients seeking care elsewhere. This knowledge can then be used to develop strategies to improve patient experience, service offerings, and overall satisfaction, ultimately reducing case loss and boosting patient retention.