Clinic owner KPIs
The 7 core metrics a clinic owner should check every week, how they are calculated and where to find them in Dashboard and Reporting.
3 min read
As a clinic owner you don't need to read every message, but you do need to look at the same few numbers every week. This guide brings the 7 most important KPIs for a medical tourism clinic, how they are calculated and where to find them in MedicalGrow into one table. Targets are starting suggestions; adjust them to your own history.
The 7 core KPIs
| KPI | Definition / formula | Suggested target | Where to see it |
|---|---|---|---|
| 1. New leads | New contacts/opportunities created during the week. | A fixed target based on your budget | Dashboard; by source in the Attribution Report |
| 2. First response time | Average time between a lead arriving and the first reply. | ≤ 5 min during working hours | SLA widgets on the Dashboard (if in your package); otherwise a sample check. See Agent report |
| 3. Contact rate | Leads reached (who replied) ÷ all leads. "Contacted" and later stages. | ≥ 70–80% | Stage counts in Opportunities |
| 4. Plan-sent rate | Opportunities at "Plan Sent" or later ÷ all leads. | ≥ 30–40% | Opportunities stage counts; custom report |
| 5. Deposit rate | "Deposit Paid" or later ÷ "Plan Sent" or later. | ≥ 20–30% | Opportunities; custom report |
| 6. Show rate | Online consultations: Showed ÷ (Showed + No-show). Operations: patients who arrived ÷ deposits paid. | Consultations ≥ 80–85%; operations ≥ 90% | Appointment Report |
| 7. Revenue per source | Total value of Won opportunities by source, alongside ad spend. | Revenue ÷ spend > 3 for each source | Attribution Report, Facebook Ads, Google Ads |
Important
KPIs are only as accurate as your pipeline. Stages must be updated by their exit criteria, won patients must be marked Won with a value, and appointments must be kept in calendars. See Patient journey pipeline.
A 20-minute weekly routine
- On Monday morning, open the weekly report in your inbox. You only need to set it up once: Custom reports.
- Flag the metrics below target (in the example above, first response time and contact rate).
- Dig into the cause: if first replies are slow, which language or coordinator? If the deposit rate is low, which treatment or country?
- Agree one action at the weekly team meeting (e.g. "a backup coordinator for German leads") and check the same metric again next week.
Reading it as a funnel
KPIs 3, 4 and 5 together form a funnel. Look at where it narrows:
- Low contact rate → the problem is speed or the first message: Speed to lead.
- Low plan-sent rate → patients aren't sending photos; check your photo reminder schedule and how fast the doctor reviews.
- Low deposit rate → a price, trust or follow-up issue; strengthen follow-up after the plan is sent and share reviews and before/after cases.
Tip
Split the numbers by country and language too. The overall deposit rate might be 22% while French patients sit at 8% — a sign of a missing French coordinator or templates. See Managing a multilingual team.
Monthly checks
- Revenue per source and cost per sale rather than cost per lead (CPL).
- Lost reason breakdown: is the top reason "price" or "no response"?
- Won opportunities per coordinator: Agent report.
Example
A weekly scorecard shows 61 new leads, a 7-minute first response time and a 78% contact rate. Plan-sent (41%) and deposit (24%) rates are above target. The clinic owner agrees one action: a first-reply rota over the lunch break. Two weeks later, first response time is down to 4 minutes and the contact rate is up to 84%.
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