What Should a Clinic's Monthly Management Review Cover? (Complete Agenda Template)
Start with one sentence summarising the month's performance relative to target. No preamble. No context. Just the number.
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Start with one sentence summarising the month's performance relative to target. No preamble. No context. Just the number.
TL;DR
The 90-Minute Monthly Management Review Agenda
Opening (5 minutes): State the Month's Headline
Start with one sentence summarising the month's performance relative to target. No preamble. No context. Just the number.
"We hit ₹41.2 lakh against a target of ₹38 lakh — 8% above target. Package renewal rate was 48% against a 50% target."
This framing sets the tone: performance is measured, not celebrated generically or lamented generically.
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Written summary on the call. EMQ, intent tier, IVR leak, funnel drop-off. No commitment.
Section 1: Revenue Quality Review (15 minutes)
| Metric | Target | Actual | vs Last Month | Action? |
|---|---|---|---|---|
| Total revenue | ||||
| Real cash | ||||
| Package redemption | ||||
| Real cash % of total | ||||
| New patient revenue | ||||
| ARPU |
Discussion points:
- Is real cash as a percentage of total revenue improving or declining?
- Is ARPU stable or drifting?
- What drove revenue variance from target — new patients, package sales, or one-time procedures?
Section 2: Patient Flow Review (15 minutes)
| Metric | Target | Actual | vs Last Month | Action? |
|---|---|---|---|---|
| New leads received | ||||
| Contact rate | ||||
| Appointment set rate | ||||
| Show rate | ||||
| New patients (attended) | ||||
| New patient cost (₹) | ||||
| 90-day retention | ||||
| Inbound miss rate |
Discussion points:
- Which stage in the funnel had the biggest drop this month?
- What is the inbound miss rate and what caused it?
- Is retention improving, stable, or declining?
Section 3: Marketing Review (15 minutes)
| Channel | Spend | Leads | CPL | Appointments | Cost/Appt |
|---|---|---|---|---|---|
| Google Ads | |||||
| Meta Ads | |||||
| GMB (organic) | |||||
| Other |
Discussion points:
- Which channel is producing the most efficient cost per appointment (not just CPL)?
- Are GMB calls increasing or declining month-over-month?
- What was the best-performing Google Ads campaign and why?
Data source: Agency OS Google Ads, Meta Ads, IVR, and GMB modules.
Section 4: Existing Patient Revenue Review (10 minutes)
| Metric | Target | Actual | Action? |
|---|---|---|---|
| Package renewal rate | |||
| Prevent Loss contacts made | |||
| Grow Revenue conversations | |||
| Product repurchase completions |
Discussion points:
- Of the Prevent Loss patients identified this month, what percentage were contacted?
- What is the package renewal rate trend over the last 3 months?
- Were all Package Near Complete patients identified and contacted?
Data source: Phoenix three-bucket report.
Section 5: Team Performance Review (10 minutes)
| Team Member | Calls Made | Contact Rate | Appt Set Rate | Follow-up Compliance |
|---|
Discussion points:
- Which team member had the highest appointment set rate? What are they doing differently?
- Which team member needs coaching support? On which specific metric?
- Overall team activity compliance — was the daily quota met consistently?
Section 6: Issues and Decisions (15 minutes)
For each issue that arose this month, structure the discussion as:
- What happened (data, not story)
- Why it happened (root cause, not blame)
- What we are changing (specific, actionable, owned by a named person)
- How we will know it worked (metric, by when)
Maximum three issues per review. If more exist, prioritise by revenue impact.
Section 7: Next Month Target Setting (10 minutes)
Set targets for next month using the backward calculation method (from Post A-09):
Revenue target → packages needed → leads needed → activity targets per caller.
All targets should be agreed by the team in the room — not delivered from above. If the centre manager thinks the target is unachievable, the conversation happens now, not at next month's review.
Closing (5 minutes): One Win, One Focus
End the review with one specific thing that went well this month (named, specific, celebrated) and one specific thing that every team member should focus on differently next month (named, specific, actionable).
The win prevents the review from feeling like a problem-reporting exercise. The focus prevents vague general commitments.
How Agency OS and Phoenix Power the Review
The data for every section of this review — marketing performance, funnel conversion, patient retention, team activity — is available in Agency OS (Sections 3) and Phoenix (Sections 1, 2, 4, 5). The centre manager should have no more than 15 minutes of data preparation before the review.
Without these platforms, the preparation for this review typically takes 2–3 hours per month — pulling data from multiple sources, reconciling inconsistencies, and formatting the output. With them, the data is ready.
Generate your monthly review data from Agency OS and Phoenix → /audit
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