📝 Please note: This report is for Exact users only.
Reception Workflow Compliance
Reception Workflow Compliance is a feature within the Patient Management Software (PMS) that prompts reception staff to complete key administrative tasks when a patient departs following an attended appointment. These tasks may include collecting the patient’s email address and mobile number, and ensuring recall or future treatment appointments are scheduled.
The accompanying report provides insight into the success and failure rates for these workflow actions over a specified time period. Results can be grouped by day, week, or month. Viewing weekly or monthly data over a longer period is especially useful for identifying patterns and trends in reception compliance.
When the report is generated, each practice is shown in a separate section. The report table includes the following fields:
Workflow Compliance Period Fields
Click Show/hide report data to open data table
Column Descriptions
Completing User
Indicates the reception user responsible for completing the workflow actions. This column appears only when the Summary Level parameter is set to Completing User.
Compliance Item
Specifies the workflow action being tracked. Each item is prefixed with Success or Failure, based on the selected Show Success/Failure parameter.
Rows with a % symbol indicate success or failure rates.
Other rows show the count of applicable departure events.
Refer to the list below for a detailed overview of the different compliance actions.
Dated Columns
Represent time periods determined by the selected report frequency (daily, weekly, or monthly)
Each column header shows the start date of the period
Each cell displays the success or failure rate for the compliance item in its row
Workflow Compliance Items (Definitions)
Key Items
Percentage or count of reception departures where:
Success: All key compliance elements were completed
Failure: At least one required element was missed
This is the same overall metric shown on the dashboard’s workflow compliance section
Key compliance elements include:
Future planned treatment appointments
Dentist or hygienist recall appointments
Processed payments
Mobile and email capture
Marketing consent collection
Processed Payments
Departures where a payment was required and processed successfully.
Future Appointments Booked (Overall)
Departures needing either a treatment or recall appointment (dentist/hygienist), and where one was booked.
Future Planned Treatment Appointments
Departures requiring a treatment appointment in the future.
Future Recall Appointments (All)
Departures where a dentist, hygienist, or both types of recall appointments were needed.
Mobile Number Collected
Departures where collecting the patient's mobile number was required.
Email Address Collected
Departures where capturing the patient’s email address was expected.
Marketing Consent Collected
Departures where marketing consent was obtained.
Total Appointments = all recorded reception departures in the reporting period.
Each workflow item shows either success or failure rates, based on the selected report setting
Percentages are calculated only from departures where the item was applicable (i.e. required)
Success = item was required and completed; Failure = item was required but not completed
Each compliance item includes three rows:
% Rate (Success or Failure)
Count of Events (actual number of successful/failed completions)
Required (how many departures required that action — the percentage denominator)
Failed Processed Payments %: The percentage of a departure events in this period (e.g. June 2015) that failed to take a payment, e.g. £15, where this was required;
Failed Processed Payments: The actual number of departure events in this period that failed to take the required payment, e.g. £15
Processed Payments Required: The actual number of departure events in this period did where a payment should have been taken, e.g. £15
All percentage rows are listed first, followed by the corresponding actual number rows.
The 'Total Appointments' row appears only as an actual number (not as a percentage).
Each value in the Total Appointments row is clickable, opening the Workflow Compliance Detail report, which provides a breakdown of departure events for that period.
💡 Top tip: The full report can be exported using the 'Export Data' button for further analysis.
Report Parameters
Date Range
Defines the reporting period. Includes all reception departure events within the selected start and end dates.Report Frequency
Specifies how data is summarised:Daily
Weekly (Monday to Sunday)
Monthly (calendar months)
Practices
Select all practices or filter by specific ones within the practice group.Summary Level
Practice: Data is grouped by practice, across all reception users.
Completing User: Data is shown per individual reception user.
Show Success/Failure
Success: Displays success rates and counts of successful departure events.
Failed: Displays failure rates and counts where required actions were missed.
To download a copy of your report you can use the Export Data button to download a CSV spreadsheet.
You can use the Print button in the top right as needed.
To set up automation of the report you can use the Schedule Report button.