How to Set KPIs for Your Dermatology or Specialty Clinic's Centre Manager
Monthly real cash collected / total revenue. Target: ≥55% in most verticals.
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Monthly real cash collected / total revenue. Target: ≥55% in most verticals.
TL;DR
The 12 KPIs for a Clinic Centre Manager
Group 1: Revenue Quality Metrics (not just quantity)
KPI 1: Real Cash vs Redemption Split
Monthly real cash collected / total revenue. Target: ≥55% in most verticals.
Why it matters: Tells you whether the manager is selling new value or living off prior months' package stock.
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KPI 2: Average Revenue Per Patient
Total monthly revenue / patients seen. Track monthly trend.
Why it matters: Declining ARPU indicates package discounting, lower-value services mix, or inappropriate treatment recommendations.
KPI 3: New Patient Revenue Share
Revenue from new patients / total revenue. Target: 30–40%.
Why it matters: Too low means the clinic is not growing its base; too high means retention is failing.
Group 2: Patient Experience Metrics
KPI 4: 90-Day Retention Rate
Patients who returned within 90 days / patients who first visited 90+ days ago. Target: ≥55%.
Why it matters: The strongest indicator of whether patients are satisfied enough to continue treatment.
KPI 5: Google Rating Trend
Monthly average Google rating; number of new reviews per month.
Target: ≥4.5 stars; ≥5 new reviews per month for an active clinic.
Why it matters: A declining rating is an early warning of systemic patient experience issues.
KPI 6: Net Promoter Proxy
Percentage of patients who referred at least one other patient in the last 3 months.
Why it matters: Patient referrals are the highest-quality leads. A centre manager who is delivering excellent experiences generates referrals organically.
Group 3: Operations Metrics
KPI 7: Inbound Miss Rate
Inbound calls missed / total inbound. Target: <15%.
Why it matters: Every missed call is a lost patient and wasted marketing spend.
KPI 8: Team Activity Compliance
Calling team members meeting daily activity quota / total team size. Target: ≥85%.
Why it matters: Low activity compliance is the primary predictor of next month's conversion drop.
KPI 9: Follow-up Compliance
Follow-ups completed / follow-ups scheduled. Target: ≥90%.
Why it matters: Structured follow-up is what separates patient nurture from patient loss.
Group 4: Business Development Metrics
KPI 10: Package Renewal Rate
Packages renewed / packages completed. Target: ≥50%.
Why it matters: Package renewal is the highest-margin revenue event in a treatment-based clinic.
KPI 11: First-Visit Conversion Rate
First-time patients who purchased a treatment plan / total first-time patients. Target: ≥40%.
Why it matters: A low first-visit conversion rate indicates either pricing objection handling gaps or a trust-building failure in the first consultation.
KPI 12: Funnel Velocity
Average days from enquiry to first attended appointment. Target: under 7 days.
Why it matters: Faster funnel velocity means less patient dropout during the decision period.
The Centre Manager Monthly Review Template
Use this for the monthly 1:1 with the centre manager:
| KPI | Target | Actual | Trend | Action Item |
|---|---|---|---|---|
| Real cash split | ≥55% | |||
| ARPU | Trend up | |||
| New patient revenue share | 30–40% | |||
| 90-day retention | ≥55% | |||
| Google rating | ≥4.5 | |||
| Inbound miss rate | <15% | |||
| Team activity compliance | ≥85% | |||
| Package renewal rate | ≥50% | |||
| First-visit conversion | ≥40% | |||
| Funnel velocity | under 7 days |
Any metric below target for two consecutive months becomes the manager's primary development focus for the next 30 days — with a specific action plan, not a general goal.
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