---
title: Non-Returning Client report - CRM
description: "The Non-Returning Clients Report helps clinics identify patients who have visited in the past but have not returned for any follow-up or repeat visit since their last appointment.\nIt’s a key retention and re-engagement report, allowing the management or marketing team to track patients who may need reminders, follow-ups, or special offers to bring them back.\n\nYou can filter the data by time period (Today, Week, Month, Quarter, Year), and further narrow down by Branch, Doctor, Service, Nationality, Country, Marketing Channel, Gender, Age Range, or Status."
---
[Skip to content](https://help.helixbydoctors.com/kb/non-returning-client-report-#main-content)
English - United States
Show submenu for translations
Open main navigation
Close main navigation
- English - United States
Show submenu for translations
- Contact us
Contact us
How can we help you?
- There are no suggestions because the search field is empty.
1. [Helix | Knowledge Base](https://help.helixbydoctors.com/kb?hsLang=en-us)
2. [CRM & Marketing](https://help.helixbydoctors.com/kb/crm-marketing?hsLang=en-us)
October 29, 2025
# Non-Returning Client report - CRM
#### 🧾 **Report Overview**
The **Non-Returning Clients Report** helps clinics identify patients who have **visited in the past but have not returned** for any follow-up or repeat visit since their last appointment.
It’s a key **retention and re-engagement report**, allowing the management or marketing team to track patients who may need reminders, follow-ups, or special offers to bring them back.
You can filter the data by **time period** (Today, Week, Month, Quarter, Year), and further narrow down by **Branch, Doctor, Service, Nationality, Country, Marketing Channel, Gender, Age Range, or Status**.
---
#### 📊 **Column Details**
| **Column** | **Description** |
| --- | --- |
| **#** | Auto-generated serial number for easy reference. |
| **Date** | The date when the report was generated or when the patient record was created for this report period. |
| **Branch** | Indicates which clinic branch the patient visited. Useful for multi-branch clinics. |
| **Serial** | Patient’s registration serial or file number in the system. |
| **Name** | Name of the patient. |
| **Gender** | Patient’s gender. |
| **Birthday** | Patient’s date of birth. |
| **Nationality** | Nationality of the patient. |
| **Country of Residence** | The country where the patient currently lives (can differ from nationality). |
| **Marketing Channel** | Source through which the patient came to the clinic (e.g., walk-in, Instagram, referral, etc.). Helps in measuring marketing performance. |
| **Category** | Patient category such as *New*, *Returning*, or *Corporate*, etc. In this report, all are typically *New* since they haven’t returned. |
| **Status** | Indicates the patient type status — e.g., *new*, *existing*, or *inactive*. |
| **# of Services** | The number of services the patient availed during their visit. |
| **Total Value** | The total value (in AED) of the billed services for that patient’s visit. |
| **First Visit Date** | The first time the patient visited the clinic. |
| **First Visit Service** | The service type availed during the first visit (e.g., Ophthalmology Consultation). |
| **All Visits** | Displays all visit entries with date and service details to give a complete visit history. |
| **Last Visit Date** | The most recent date the patient visited the clinic. |
| **Last Visit Service** | The last service availed by the patient before becoming inactive or “non-returning.” |
---
#### 💡 **How This Report Helps the Clinic**
1. **Identify Lost or Inactive Patients**
Detect patients who haven’t revisited for a certain period and take proactive steps to re-engage them.
2. **Targeted Marketing & Retention Campaigns**
Use filters such as *Marketing Channel* or *Service Type* to run focused outreach — e.g., call or email patients who haven’t returned for \>6 months.
3. **Doctor & Department Performance Insight**
Understand which departments or doctors have higher non-returning rates and assess possible causes (pricing, satisfaction, waiting time, etc.).
4. **Revenue Opportunity Tracking**
The *Total Value* column helps estimate potential lost revenue from inactive patients who could be re-engaged.
5. **Follow-Up & Recall Management**
Combine with CRM tools to create follow-up tasks, recall appointments, or loyalty offers for patients listed in this report.
6. **Branch-Wise Comparison**
Multi-location clinics can monitor patient retention performance across branches.
---
#### 💬 **Pro Tip**
👉 Export the report to Excel and use filters like *Last Visit Date* or *Marketing Channel* to identify segments for SMS/email recall campaigns.
For example, send a reminder to patients whose last visit was more than **6 months ago** or offer a **discount on their next consultation** to encourage their return.
- [Getting started](https://help.helixbydoctors.com/kb/getting-started?hsLang=en-us)
- [Home Screen](https://help.helixbydoctors.com/kb/home-screen?hsLang=en-us)
- [Clinical Workflow](https://help.helixbydoctors.com/kb/clinical-workflow?hsLang=en-us#main-content)
- [Administration](https://help.helixbydoctors.com/kb/clinical-workflow?hsLang=en-us#administration)
- [Nurses](https://help.helixbydoctors.com/kb/clinical-workflow?hsLang=en-us#nurses)
- [Consumables](https://help.helixbydoctors.com/kb/clinical-workflow?hsLang=en-us#consumables)
- [Doctors](https://help.helixbydoctors.com/kb/clinical-workflow?hsLang=en-us#doctors)
- [Patient File](https://help.helixbydoctors.com/kb/patient-file?hsLang=en-us)
- [Bookings & Calendar](https://help.helixbydoctors.com/kb/bookings-calendar?hsLang=en-us)
- [Finance & Accounting](https://help.helixbydoctors.com/kb/finance-accounting?hsLang=en-us)
- [CRM & Marketing](https://help.helixbydoctors.com/kb/crm-marketing?hsLang=en-us)
- [Inventory Management](https://help.helixbydoctors.com/kb/inventory-management?hsLang=en-us)
- [Insurance](https://help.helixbydoctors.com/kb/insurance?hsLang=en-us)
- [Control Panel](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#main-content)
- [Patient Billing](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#patient-billing)
- [Calendar](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#calendar)
- [Finances](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#finances)
- [Human Resources](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#human-resources)
- [Inventory](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#inventory)
- [EMR Settings](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#emr-settings)
- [CRM Setup](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#crm-setup)
- [Structure](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#structure)
- [User Settings](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#user-settings)
- [Templates](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#templates)
- [System Settings](https://help.helixbydoctors.com/kb/control-panel?hsLang=en-us#system-settings)
- [FAQ's](https://help.helixbydoctors.com/kb/faqs?hsLang=en-us#main-content)
- [Appointments & Calendar](https://help.helixbydoctors.com/kb/faqs?hsLang=en-us#appointments-calendar)
- [Reports](https://help.helixbydoctors.com/kb/faqs?hsLang=en-us#reports)
- [Finance](https://help.helixbydoctors.com/kb/faqs?hsLang=en-us#finance)
- [Human Resources](https://help.helixbydoctors.com/kb/human-resources?hsLang=en-us)
[](http://helixbydoctors.com)
[mailto:email@email.com](mailto:email@email.com)
Copyright © 2026, Optimus FZCO