At a Glance
Key performance highlights for the Mentor Clinic's inaugural year, October 2024 – September 2025.
Total Appointments
21,145
Across all providers & disciplines
Patients Rostered
4,440
Up from 3,846 in October (+15.5%)
Patient Satisfaction
96%
Healthcare addressed to satisfaction
Same-Day Appointments
2,483
~12–13% of all visits per month
Virtual Visits
5,821
~28–31% of monthly appointments
No-Show Rate
2.2%
Annual average — well controlled
New Patients Onboarded
755
Oct 2024 – Sept 2025
Group Sessions Held
24
124 patients attended
Calls Answered Live
98.5%
Real-time phone response rate
Children Immunized
94%
Up to date on routine vaccines
Evening/Weekend Appts
760
Extended access offerings
Monthly Total Appointments
All provider types combined, Oct 2024 – Sept 2025
🌟 Interprofessional Team
Mentor Clinic offers an exceptional team-based care model including MDs, NPs, RNs, Dietitians, OTs, Physiotherapists, Social Workers, and Exercise Physiologists — all under one roof.
📈 Growing Roster
Patient roster grew by 594 over the year — from 3,846 to 4,440 — representing 15.5% growth as the clinic established itself in the community.
⏱️ Access Performing Well
Third-next-available appointment times showed strong control, with wait times exceeding 21 days in only 3 of 12 months, and the annual average holding at about 2 weeks.
Access & Appointments
How easily patients can get care when they need it — a core measure of clinic performance.
Same-Day Appointments
2,483
Urgent/duty clinician visits
↑ Avg 207/month
Virtual Visits
5,821
Phone/video appointments
~28% of all visits
No-Show Rate
2.2%
Avg across all months
✓ Well below 5% target
Evening/Weekend
760
Extended-hours appointments
Monthly Appointments by Type
Total, same-day, and virtual visits each month
No-Show Rate Trend
Monthly no-show % — target below 5%
Third Next Available Appointment (Days)
Min and Max across all MDs & NPs each month — target ≤ 21 days
📞 Phone Access
98.5% of inbound calls were answered in real time — patients consistently reached staff without waiting on hold or leaving messages.
⚡ Same-Day Care
The clinic maintained a robust duty clinician model offering same-day appointments every month, averaging 207 urgent/fit-in visits monthly.
💻 Flexible Care Options
Virtual care represented ~28% of all appointments every month — improving convenience for patients who prefer phone or video visits.
Patients & Roster Growth
Tracking attachment to Mentor Clinic and appointments delivered across the full care team.
Total Rostered Patients
4,440
As of September 2025
↑ +594 over the year
MC Clinic Patients
1,472
Rostered directly to Mentor Clinic
↑ from 864 in Oct 2024
New Patients Onboarded
755
Over 12 months · avg 63/month
Avg Patients/Clinician
364
Patients per clinical FTE
Roster Growth Over Time
Total patients attached to Mentor Clinic, monthly
Annual Appointments by Provider Type
Full-year breakdown — 21,145 total appointments
Monthly Appointments by Provider Category
MDs, NPs, RNs, and Interprofessional Team over the year
Group Health Events
Monthly sessions and patient attendance — Diabetes, Heart Health, Metabolic, Menopause, Embrace/Healing Roots
🏆 Team-Based Care Impact
The Interprofessional Team (Dietitians, OT, PT, SW, CEP) delivered 3,046 appointments this year — 14% of all visits — providing specialized support integrated into primary care.
🌱 Group Programs
24 group sessions delivered with 124 total patient participants across 5 program types. These programs support chronic disease management at scale.
Patient Experience & Satisfaction
540 patient surveys completed across the year. Results reflect how patients experience their care at Mentor Clinic.
Surveys Completed
540
Oct 2024 – Sept 2025
Self-Rated Health Good+
45%
Report Excellent or Very Good health
Involved in Their Care
96%
Agree or Strongly Agree
Care to Satisfaction
96%
Agree or Strongly Agree
Patient Satisfaction Scores — Year Average
% of patients who Agree or Strongly Agree with each statement
| Patient Experience Statement | Score |
|---|
Satisfaction Trends Over Time
Key patient experience measures, month by month
Patient Digital Engagement
Pomelo app users and live phone answer rate
Preventive Screening & Health Promotion
Proactive health screening rates compared to Nova Scotia and Canadian benchmarks.
🎗️ Mammography Screening
Mentor Clinic (Sept 2025)62%
Nova Scotia Average (2024)67.4%
Canadian Average (2024)78.5%
Steadily improving — from 56% in Oct to 62% in Sept. Gap remains vs. NS/Canadian norms; continued outreach warranted.
🩺 Pap Test Screening
Mentor Clinic (Sept 2025)77%
Nova Scotia Average (2024)61.8%
Canadian Average (2024)68.7%
Excellent — Mentor Clinic outperforms both Nova Scotia and Canadian averages for cervical cancer screening.
🔬 Colon Cancer FIT Testing
Mentor Clinic (Sept 2025)52%
Nova Scotia Average (2024)57%
Canadian Average (2024)49%
Trending upward from 48% to 52%. Above Canadian average; slightly below NS average — ongoing improvement.
🦴 Osteoporosis Screening
Mentor Clinic (Sept 2025)50%
NS/Canadian Avg—
Trending slightly downward (58%→50%). Provincial/national comparator benchmarks not yet established for this measure.
💉 Childhood Immunizations
Mentor Clinic94%
Herd Immunity Target95%
Children up-to-date on routine immunizations — just below the 95% herd immunity threshold, steadily maintained.
🤧 Flu Shot Campaign
October 2024178 given
November 2024231 given
December 202492 given
501 flu vaccines administered in the fall 2024 campaign — a strong seasonal immunization effort for vulnerable populations.
Screening Rate Trends
Monthly progression — Mammography, Pap Tests, and FIT Colon Cancer testing
Staffing & Team Composition
Clinical and administrative staff supporting the Mentor Clinic throughout the year.
Total Clinical FTE
11.7
Average over the year
Total Admin FTE
5.75
Consistent throughout
Total Team FTE
17.2
Clinical + administrative
Admin : Clinician Ratio
0.49
Admin per clinical FTE
Clinical FTE Over Time
MD, NP, RN, and Interprofessional Team FTE each month
Patients per Clinical FTE
Total rostered patients ÷ clinical FTE
Annual Appointments by Provider
Year-total across all 21,145 appointments
Staffing Summary by Month
FTE by role type
| Role | Oct | Nov | Dec | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep |
|---|
Staff Survey Results
Results from four staff surveys conducted over two full years of clinic operations: May 2024, Oct 2024, May 2025, and Oct 2025. All scores show the % of staff who Agree or Strongly Agree.
Overall Job Satisfaction
94%
Agree/Strongly Agree — Oct 2025
Leadership: Safe Environment
100%
All 4 surveys — consistently perfect
We Improve How We Do Things
100%
All 4 surveys — consistently perfect
Respected in Role
88%
Oct 2025 · was 100% in surveys 1–3
Can Rely on Co-workers
100%
Oct 2025 · consistently high
Supported for Learning
88%
Oct 2025 · was 100% in surveys 1–2
Time for Documentation
59%
Oct 2025 · ongoing concern
Easy to Coordinate External Care
12%
Oct 2025 · significant drop from 44–53%
Employer Cares About Wellbeing
94%
Oct 2025 · consistently strong
Scope of Practice & Learning
% Agree/Strongly Agree across all four surveys
Job Satisfaction
% Agree/Strongly Agree across all four surveys
Collaboration
% Agree/Strongly Agree across all four surveys
Teamwork
% Agree/Strongly Agree across all four surveys
Leadership
% Agree/Strongly Agree across all four surveys
Openness to New Ideas
% Agree/Strongly Agree across all four surveys
Responding to Feedback
% Agree/Strongly Agree across all four surveys
Work-Life Balance
% Agree/Strongly Agree across all four surveys
Income, Goals & Values
% Agree/Strongly Agree across all four surveys
Internal & External Consultations
% Agree/Strongly Agree across all four surveys
Staff Feedback Themes
Open-ended responses from the October 2025 survey, summarized by theme.
✅ What We Do Well
- Compassionate, patient-centered care
- Strong teamwork, trust, and collaboration
- Onsite specialist access (Internal Medicine, Gynecology)
- Great same-day / duty appointments for urgent concerns
- Supportive culture for learning and professional growth
- Organized, reliable administrative team
- Case conferences and internal consultations valued
- Leadership supports work-life balance
- Inclusive of all team member viewpoints
⚠️ Areas for Attention
- Time for documentation remains a persistent challenge
- External care coordination is increasingly difficult
- Compensation competitiveness and benefits for part-time staff
- Growing perceived divide between leadership and staff
- Not all staff feel comfortable sharing concerns upward
- Communication gaps about clinic decisions
- Workload outside of paid time not fully recognized
- Case conference time felt insufficient
💡 Staff Suggestions
- Routine salary reviews as standard practice
- Improve clinic flow and patient correspondence (Pomelo)
- More defined leadership structure for crisis situations
- Monthly internal newsletter on decisions and updates
- Resume full-day case reviews for all disciplines
- Expand FPN role with care directives (STI, cryotherapy)
- Implement shared rosters and shared intakes
- Install privacy curtains; display 2SLGBTQ+ flags
- Regular patient feedback through Pomelo surveys
🎉 Staff Voice
"Mentor Clinic remains the best place I've ever worked."
"We are a team with similar values and goals who trust each other and collaborate well to provide excellent care."
"I love being a part of this great team."
🏆 Consistent Strengths
Leadership creates a safe and enjoyable work environment (100% across all surveys). Staff can rely on each other. The culture of continuous improvement is deeply embedded — "We regularly take time to improve how we do things" scored 100% in all 4 surveys.
📉 Area to Watch: External Coordination
Ease of coordinating care with outside services dropped sharply from ~44–53% in earlier surveys to just 12% in Oct 2025. This warrants focused attention on referral pathways and specialist access beyond the clinic.
💬 Culture & Communication
While the clinic culture is broadly positive, survey #4 shows a dip in several scores. Staff highlight a need for more consistent communication, clearer leadership structure, and greater psychological safety to share feedback upward.