This article explains why Insights numbers can differ from your EHR's reports and what to check for each difference. Most differences come from how each report counts, not from missing data. Insights and your EHR often use different dates, include different appointment statuses, or were refreshed at different times.
Common reasons numbers differ
Today's or yesterday's activity is missing
Insights shows data as of its last automatic refresh, not live activity from your EHR. Check the Data updated indicator in the top-right corner of the page. Recent activity appears after the next refresh.
Appointment totals are lower than your EHR
Insights counts appointments that have already taken place, been cancelled or been missed. It does not count upcoming appointments that are still on the schedule.
A total is off by a day
Insights counts each record on one date in your practice's time zone. Appointments count on their scheduled date, payments on their payment date, and reviews on the date the request was sent. Your EHR report may use a different date or time zone.
Patient Acquisition segments exceed the total
Insights counts a patient in every channel they booked through. The total counts each patient once, so the segments can add up to more than the total.
Production or collections differ from the ledger
Insights counts collections net of refunds. It counts production either before adjustments and write-offs (gross) or after them (net). Your ledger report may use a different figure or date range, so check which one it uses.
NexHealth shows more recall or campaign bookings
Insights credits a booking to a recall or campaign when the patient booked through its link, or booked within 7 days of the message. Your EHR only counts bookings that it tags with that source.
Payments Outstanding ignores the date range
Insights shows today's outstanding balances, including amounts pending from insurance. It does not show balances as of the end of your date range. The Lapsed Patients and Lapsed Patient Revenue Potential cards also show current snapshots.
Review counts are lower than on Google
Insights counts surveys that were sent and returned through NexHealth. It does not count reviews submitted directly to Google.
If the numbers still don't match
Contact NexHealth Support and include these details:
The card name
The date range
The locations you selected
The EHR report you compared against, with its settings
A screenshot of both reports is the fastest way to get an answer.
See also: How do I contact NexHealth support?