This document gives an overview of each region on the MPC dashboard.
Dashboard - Practice Selection
If a user has access to multiple practices, a "Show data for all practices" checkbox appears (checked by default), displaying combined data across all practices. Unchecking it reveals a selection panel to choose specific practices, and clicking "Refresh" updates the dashboard accordingly. The panel also shows the last updated date, based on the most recent completed appointment.
The MPC updates nightly, pulling in the latest changes from your Patient Management Software (PMS). In the Practice Selection area, the 'Last Update' date is shown using a color code—Green, Amber, or Red—to indicate how recent the data update is.
Green: Data from your PMS is up to date as of last night. No action needed.
Amber – In Progress: Data is currently being transferred or processed. Monitor for completion.
Red – Data Transfer Did Not Start or Data Not Received: No data was received. Follow troubleshooting step
Income
This section shows the income generated by the selected practices over the last 30 days, including all raised invoices and any adjustments made during that time. Invoices for Product Sales (Stock) are included under the 'Private' income category. If UK NHS practices are part of the selection, the income will be displayed separately for NHS and Private sources.
Content
The section is split into two sections, one showing the income for the last calendar day - 'Yesterday', and the other for the last 30 calendar days. Each section shows:
Income Total Amount: The combined value of all invoices raised and any invoice adjustments made during the selected period.
Income Per Hour Available: Calculated by dividing the Income Total Amount by the total available appointment hours for the period. This provides an indication of hourly earnings. The total available hours are also displayed.
Colour Bar Indicator: For UK NHS practices, this visual element shows the proportion of income generated during the period, split between NHS and Private source.
NHS Income:
For UDA-based contracts: Calculated by multiplying the number of UDAs claimed during the period by the UDA Value set in the MPC Contracts screen.
For non-UDA contracts: Based on the total value of NHS invoices raised during the period.
Private Income:
The sum of all non-NHS invoices raised during the same period.Income from generated invoices is a key indicator of practice performance, and the estimated hourly rate helps assess whether income levels are appropriate.
💡 Top tip: A low hourly rate may highlight issues such as excessive unbooked time in the appointment diary, suggesting that available hours may not be blocked out correctly creating whitespace.
Income Forecast
This feature is only applicable to sites using Exact.
This section provides an estimate of scheduled income for three upcoming timeframes: today (the current calendar date), tomorrow (the next calendar date), and the next 30 days (the following 30 calendar days).
📝 Please note: The Income forecast is coming soon for Dentally users
Content
This section displays the forecast income totals for three periods: today, tomorrow, and the next 30 days. The forecast is based on the 'estimated cost' value for each appointment booked in the diary during these periods.
Example: For the "Tomorrow" forecast, it sums the 'estimated cost' values of all appointments in the diary for the next calendar day.
Additional values provided include:
Remaining This Month: The forecasted income from appointments scheduled from today until the end of the current calendar month.
Next Calendar Month: The forecasted income from appointments scheduled for the next full calendar month.
This section provides an indication of future revenue to be earned in the short-term.
💡 Top tip: Monitoring this area helps ensure that progress toward achieving planned revenue targets is on track.
Reception Workflow Compliance
This feature is only applicable to sites using Exact.
This section displays the success percentage rate for key reception workflow compliance items, such as processed payments, future appointment bookings, and mobile/email address capture. It provides data for both the previous calendar day and the last 30 days.
Content
This section displays the workflow compliance key item success percentage rate for all selected practices, covering the previous calendar day and the last 30 days. It also shows the total number of departure events during these periods.
Further Detail
Clicking on this region in the dashboard opens a pop-up window with detailed information for "yesterday" and the "last 30 days," organised into separate columns. Each section in the pop-up provides a summary for each of the currently selected practices.
The pop-up region displays up to 5 practices, ordered by the lowest key workflow item success rate in the last 30 days. Each practice section shows the overall success rate for key workflow items, including the percentage of successful departures and the total number of departure events. A breakdown of individual workflow item success rates is also provided:
Here’s a breakdown of the key workflow compliance items and their corresponding success rates:
Processed Payments: The percentage of reception departures requiring payment where the payment was successfully processed.
Future Treatment Appointments Booked: The percentage of reception departures requiring a future treatment appointment where the appointment was successfully booked.
Future Recall Appointments Booked: The percentage of reception departures requiring a future dentist or hygienist recall appointment, where the appointment was successfully booked.
Mobile Number Collected: The percentage of reception departures where the patient’s mobile number was successfully obtained.
Email Address Collected: The percentage of reception departures where the patient’s email address was successfully collected.
Marketing Consent Completed: The percentage of reception departures where the patient’s marketing permission/consent was obtained. This will only show data if the practice’s Patient Management Software (PMS) version is v12.10.1 or later. If the PMS version is older, this row will be visible but not factored into the key item success percentage for that practice.
💡 Top tip: These metrics help track the success rate of critical reception tasks and ensure workflow compliance.
📝 Please note: The bar for each success percentage rate is color-coded: green indicates a success rate above 70%, while red indicates a rate below 70%.
A link at the top right, labeled 'Click to view the Workflow Compliance report', allows users to open the 'Performance > Workflow Compliance Period' report in a new browser window. This provides a more detailed view of the workflow compliance data for the practices shown in the pop-up region.
Key Metric Interpretation
Reception/Appointment Workflow Compliance plays a crucial role in appointment recall effectiveness by ensuring that essential patient contact details (email and mobile numbers) are recorded for reminder purposes (email/SMS). The 'best practice' threshold is set at 70%, meaning that over 70% of departures should capture all key items, significantly improving recall effectiveness.
The 'Processed Payments' item indicates whether reception staff are ensuring payments are collected when due.
It's possible for the overall key item success percentage to appear low (red) while most individual compliance items show green. This likely happens when a majority of departure events capture some key items (e.g., Processed Payments), but fail to capture all necessary items for each event, resulting in a lower overall success rate.
UDAs
📝 Please note: This section is shown only for UK NHS practices with UDA-based contracts (currently only in England and Wales). It displays the number of Units of Dental Activity (UDAs) claimed in the past day and the past 30 days.
Content
The section shows the income from UDAs claimed for the last calendar day ("Yesterday") and the past 30 days. It displays the total number of UDAs claimed and the monetary value, calculated by multiplying the UDA Value Factor by the number of UDAs. The UDA Value Factor is set for each NHS contract in the MPC 'Contracts' screen.
🚨 Important: For practices offering UK NHS treatment, it’s important to monitor progress towards contract targets. This region helps gauge the rate at which UDAs are being generated for the selected practices, offering an indication of how they’re performing throughout the contract year.
Patients Seen
This section shows the total number of completed patient appointments for the previous calendar day and the last 30 calendar days, providing an indication of the number of patients seen during these periods
Content
This section displays the number of completed appointments for the previous calendar day and the last 30 calendar days. These appointments are non-audit and exclude those marked as 'Cancelled' or 'Failed To Attend' (FTA
Further Detail
Clicking on this section will open up the 'Performance > Appointments Analysis' report in a new browser window, for the period of the last 30 calendar days.
📝 Please note: This section gives an indication of the rate at which the selected practices are able to carry out patient treatments in a given period.
New Patients
This region displays the number of completed patient appointments marked as 'new patient' appointments for the previous calendar day and the last 30 calendar days, reflecting the total number of new patients seen during these periods.
💡 Top tip:To sustain or expand the patient base, it's essential for a practice to acquire a certain number of new patients each month, and this region helps track this across selected practices.
Content
This section displays the number of completed 'new patient' appointments for the previous day and last 30 days, excluding cancelled or missed appointments. The data is divided by the number of active providers to calculate the average number of new patients seen by each provider during these periods.
💡 Top tip: Clicking on this region opens the 'Performance > New Patients' report in a new browser window, displaying data for the last 30 calendar days.
📝 Please note: Attracting new patients is crucial for sustaining the practice's growth and future revenue. Low values in this metric may suggest potential issues, such as a shrinking patient base
COTs At Risk
This region is specific to UK NHS practices and will only appear if one of the selected practices has provided NHS treatment.
It displays the number of completed NHS Courses of Treatment (COTs) that are at risk of lapsing within the current 2-month cutoff period for UK NHS treatment. COTs submitted after this cutoff date may not be paid. The region also shows an estimate of the potential 'lost' income due to these lapsing COTs.
Content
This region shows NHS Courses of Treatment (COTs) that are at risk of lapsing within the NHS cutoff period. It is split into three sections:
7 Days Left: COTs most at risk of lapsing.
8-49 Days Left: COTs with some time remaining, but approaching the 7-day mark.
50+ Days Left: COTs with ample time left to be claimed
🚨 Important: If COTs are not confirmed within the cut off period, the NHS may not pay, resulting in lost income
Within each section, the following information is shown:
Number of completed COTs potentially at risk: The total number of COTs from all selected practices, where the number of days from the COT completion date to the current date is in the time period shown;
Value of completed COTs potentially at risk: The estimated value of all the COTs included in the 'Number of COTs' count. If the COT is for an NHS UDA-based contract, the value is determined in a similar way to the 'Income' region, i.e. number of UDAs claimed for the COT, multiplied by the UDA Value factor for that NHS Contract. Otherwise, the COT value is the total of all patient invoices for that COT
Each section displays the following details:
Number of Completed COTs Potentially at Risk: The total count of COTs from all selected practices that fall within the specified time range since completion.
Value of Completed COTs Potentially at Risk: The estimated total value of those COTs. For UDA-based NHS contracts, this is calculated as the number of UDAs claimed multiplied by the UDA Value Factor. For non-UDA contracts, it reflects the total patient invoice amount for each COT.
💡 Top tip: Clicking on this region opens the ‘NHS > Completed Courses Of Treatment At Risk’ report in a new browser window, defaulting to display COTs with 7 days or fewer remaining before their cutoff date.
The report provides detailed information on each COT, including its status, associated practice, and provider, enabling further investigation and necessary action.
🚨 Important: For UK NHS practices, timely submission of NHS COTs to the NHS BSA is crucial to ensure full payment for completed work. A high number of COTs flagged as red in this region may point to workflow problems and risk of lost income if claims are not submitted within the required timeframe.
Whitespace (Forward Cover)
This region indicates the amount of unbooked time—referred to as 'whitespace'—in the appointment diary for the upcoming 7 days. It reflects available appointment slots that have not yet been filled.
Content
This region highlights unbooked appointment time—'whitespace'—in the diaries of all selected practices over the next 7 calendar days. It includes:
Vertical Bar Graph: Displays daily booked vs. unbooked (white) time percentages for all active providers.
Top Whitespace Owners: A horizontal bar chart listing providers with the most unbooked time.
Key Percentages: Shows whitespace levels for today, tomorrow, and the 7-day average, colour-coded (green, amber, red) based on best practice targets.
Whitespace data excludes providers marked as "Can't Charge" in the PMS. Large amounts of whitespace may indicate underbooking risks or issues with appointment diary setup for active providers.
Further Detail
Clicking on this section will open up the 'Performance > Appointment Diary' report in a new browser window, for the next 7 day period, for all of the selected practices.
This report can be used to quickly home in on practices and providers who have large sections of unbooked appointment diary time, and so determine where appointment booking effort needs to be directed for the next 7 day period. It will also quickly highlight situations where providers do not have their appointment diary time set up correctly (e.g. unavailable time not being blocked out).
💡 Top tip: Significant whitespace in the upcoming week's appointment diary may signal a potential decline in revenue. Monitoring this region and using the appointment diary drilldown can help minimise unbooked time and ensure the income per hour metric remains accurate.
Recall Effectiveness
This section provides a summary of recall appointment effectiveness over a 7-month span—covering the past 3 months, current month, and the next 3 months. It indicates how successfully recall appointments were completed in the past and how well they are being booked for upcoming months.
Content
This section breaks down recall effectiveness into three timeframes:
Last 3 Months: Shows the percentage of recall appointments that were either Booked or Completed, indicating past recall success.
This Month: Displays percentages for recall appointments due this month that are Failed, Completed, or Booked, providing a real-time snapshot.
Next 3 Months: Highlights the percentage of future recall appointments already Booked, helping to assess upcoming booking succes
Below the graphs, an indication of the 'best practice' recall effectiveness rate is given.
💡 Top tip: Clicking on this section opens the ‘Performance > Recall Effectiveness’ report in a new browser window, displaying data for the 7-month period used in the dashboard (covering the past 3 months, current month, and next 3 months).
📝 Please note: Low recall booked or completed rates, or high failed recall rates, highlight potential issues that require further investigation. Maintaining a high recall effectiveness rate is crucial for ensuring smooth and efficient practice operations.
DAF - Dental Assurance Framework
This region is UK NHS-specific and will only appear if one of the selected practices has provided NHS treatment under UDA-based contracts (i.e., England/Wales). It provides an indication of the total number of DAF (Dental Activity Framework) 'Quality Indicator' measures, showing which fall inside or outside the national average rates across all selected practices.
Content
This region, for UK NHS practices with UDA-based contracts (England/Wales), shows the DAF Quality Indicators for the past 3 months. It compares each practice's indicators to national benchmarks and categorizes them as:
Outside Range: Indicators that fall outside the acceptable national range, flagged as potential issues.
Within Range: Indicators that fall within the acceptable national range.
The dashboard provides a high-level view of these indicators, with the option to explore detailed reports for further investigation.
Further Detail
Clicking on this region opens the 'Clinical > NHS Dental Assurance Framework (DAF)' report for the past 3 months, showing data for all selected practices. The report filters to show only 'red flag' Quality Indicators (those outside the national range), and the number of these indicators will match the 'outside range' count displayed in the dashboard.
🚨 Important: For UK NHS practices in England or Wales, monitoring DAF indicators is vital, as multiple 'red flags' from the Local Area Team can jeopardise contract renewal. Keeping these indicators within acceptable limits ensures compliance and improves the chances of securing future contracts.
FTA (Failed To Attend)
This section displays the percentage of hours lost due to 'Failed To Attend' (F.T.A.) appointments, calculated as a percentage of total available hours. The total number of FTA hours is also shown. These values are provided for both the previous calendar day and the last 30 calendar days, with data only including active providers.
Content
This section displays the hours lost due to 'Failed To Attend' (F.T.A.) appointments across all selected practices for the previous calendar day and last 30 calendar days. It calculates the FTA hours as a percentage of total available hours for active providers. In the Patient Management Software (PMS), FTA appointments are marked with a red cross in the appointment diary.
For each period, the following are shown:
Percentage FTA rate: The total number of FTA hours as a percentage of total available hours for active providers across all selected practices.
FTA Hours: The total number of hours lost due to FTA appointments for the selected practices during the period.
💡 Top tip: This section helps monitor and manage the impact of FTA appointments, which represent lost revenue for the practice, ensuring this rate is effectively tracked and controlled.
Further Detail
Clicking on the FTA region in the dashboard will open the 'Performance > Appointment Analysis By Period' report in a new browser window for a more detailed view of failed appointments. The level of detail shown in the report depends on the number of practices selected on the dashboard:
Single practice selected: Detailed data per provider for that practice.
Multiple practices selected (<= 10): Data shown separately for each practice.
Multiple practices selected (> 10): Summary-level data for all practices.
The drilldown report presents appointment analysis items relevant to FTAs for active providers. Notably, the 'All Practices' total for 'Hours Failed %' in the report should match the FTA percentage shown in the dashboard's 30-day section.
🚨 Important: FTA rates are a crucial metric for maintaining an efficient practice. High FTA rates not only represent lost revenue but may also signal underlying issues with specific providers or appointment scheduling practices. Monitoring and addressing these rates can help improve overall practice efficiency and reduce financial losses.
Cancellations
This section displays the percentage of hours lost due to cancelled appointments that were not rebooked, as a percentage of the total available hours. The total number of cancelled hours is also shown. Data is presented for the previous calendar day and the last 30 calendar days, with only active providers included in the calculations.
Content
This section shows, for all selected practices, the number of hours lost due to cancelled appointments that were not rebooked, as a percentage of total available hours from active providers, over the previous calendar day and the last 30 calendar days.
For each period, the following data is provided:
Percentage Cancelled Rate: The total number of cancelled hours, expressed as a percentage of the total available hours during the period for all active providers across selected practices.
Cancelled Hours: The total number of hours lost due to cancelled appointments during the period, where the time was not rebooked with other appointments.
💡 Top tip: This section tracks the percentage and total hours lost due to cancelled appointments that were not rebooked, as a proportion of available hours. It helps monitor the impact of cancellations on revenue across selected practices, allowing for better management of this metric.
Further Detail
Clicking on the Cancellations section in the dashboard will open the detailed 'Performance > Appointment Analysis By Period' report, providing further insights into cancelled appointments. The level of detail displayed in the report depends on the number of practices selected in the dashboard:
Single practice selected: Shows per-provider details for that practice.
Multiple practices selected (<= 10): Displays separate values for each practice.
Multiple practices selected (> 10): Presents summary-level data for all practices.
The report highlights analytics related to cancellations for active providers. Specifically, the 'All Practices' total for 'Hours Cancelled %' in the report should match the '30 days' percentage displayed in the dashboard’s whitespace section.
As with FTAs, cancellation rates are an important metric in maintaining an efficient practice. High cancellation rates indicate lost revenue, and can possibly indicate issues with specific providers.
💡 Top tip: High cancellation rates lead to lost revenue and may highlight issues with specific providers. Monitoring and managing these rates are key to improving practice efficiency and minimizing financial losses.
Demographics
This section provides a graphical overview of the gender and age distribution of all active patients across the selected practices. It displays the proportion of patients segmented by gender and age band.
Content
The section displays demographic data through horizontal bar graphs split into two columns—one for female patients and the other for male patients. At the top of each column, the total number of patients in each gender category is displayed. The age bands (e.g., 0-5 years, 5-18 years) are listed down the central column. The length of the coloured bars in each row represents the percentage of the total patient base in each gender and age band. The numeric percentage is shown at the end of each bar.
💡 Top tip: The age band profile of the selected practices' patient base helps identify whether there is a need for increased marketing efforts to attract new patients in younger age groups, ensuring the practice's long-term revenue and growth.
Reception Workflow Capture Summary
This dashboard feature and its drilldown provide additional context to the Reception Workflow Compliance dashboard tile and related reports (specifically the tile located above the Reception Workflow Capture Summary).
The Reception Workflow Compliance reports track daily data capture activity by the reception team, while the Reception Workflow Capture Summary indicates the percentage of active patients—defined as those with a completed appointment in the past two years—who have had their email, mobile number, and marketing consent information recorded.
Content
The Practice Management dashboard tile presents key Reception Workflow Compliance metrics for active patients—defined as those with a completed appointment within the past two years. It includes:
Total Active Patients: Count of patients meeting the 'active' criteria.
Email: Percentage of active patients that have had their email addresses requested and collected, colour-coded by completion rate (<40% Red, 40–69% Amber, 70%+ Green).
Mobile: Percentage of active patients that have had their mobile number requested and collected, colour-coded in the same way.
Marketing Consent: Percentage of active patients who have been asked for marketing consent, based only on those who were asked (opted in or out). Colour-coded like the other metrics.
📝 Please note: There are three possible outcomes regarding Marketing Consent for active patients:
Not Asked – The patient has not yet been asked for marketing consent.
Opted Out – The patient has been asked and declined marketing consent.
Opted In – The patient has been asked and given marketing consent.
The Marketing Consent percentage displayed on the dashboard is calculated based only on patients who fall into outcomes 2 and 3 (i.e. those who have been asked
💡 Top tip:Click on the title to drill down to more detail.
Further Detail
This section displays progress bars showing, for each practice, the proportion of active patients with email, mobile, and marketing consent details recorded, alongside overall totals and percentages..
If the progress bar displays N/A, no data relating to patient marketing consent status is available. This may be because this feature is not enabled in the Patient Management Software (PMS), or the Patient Management Software (PMS) requires an upgrade.
📝 Please note: If a progress bar shows "N/A", it means no data on patient marketing consent is available—likely due to the feature being disabled or requiring an upgrade in the Patient Management Software (PMS).
Date Periods
The following types of date period are used by different regions on the dashboard:
Last 30 Days: This is data that applies to the last 30 calendar days;
Yesterday: This is data that applies to the most recent calendar day currently;
Today: this is data that applies to the current calendar day;
Tomorrow: relates to the next calendar day;
Next 30 days: relates to the period of the next 30 calendar days;
Other regions may have different periods (e.g. last 3 months), these are indicated within each region.