Key Performance Areas (KPIs) KPI Area Indicative Measures
Centre Revenue & Growth
Achievement of revenue targets, procedure mix, productivity and growth
Patient Experience
Patient satisfaction, complaint resolution, service quality and feedback
Counselling & Conversion
Advise-to-counselled and advise-to-converted performance
Operational Excellence
Process adherence, patient flow, turnaround time and SOP compliance
Billing & Collections
Credit billing ageing, pending AL/bill submission and closure
People & Capability
Team productivity, coaching, OJT, reviews and performance improvement
Clinical Coordination
Doctor/surgeon coordination and smooth execution of planned procedures
Reporting & Governance
Accuracy and timeliness of dashboards, reviews and management reports