2. Executive Summary
Highlight of the Performance
Objectives
This report shows the performance of the Clients Services from
3rd OCT– 8th of OCT, 2022. It is prepared to guide management in
decision making and perfections of the Clients Services, which will
in turn impact on how our clients perceive the organization
leading to the sustainability of the business.
To report progress of the Clients Services and
identify areas of improvement.
3. Strategic Aim KPIs Target
Sustainable
Business Growth
Total Number of appointment bookings for the
week 180
No missed appointment 0
clients whose care plans are exhausted booked for
review and placed on monthly or annual care plan
daily 100%
New Client retention rate
100%
Zero Client Treatment delay 100%
Client satisfaction survey report 100%
Daily & next day’s appointment schedule before 2:15
p.m 100%
WEEKLY KPI FOR CLIENT SERVICES OUR BASELINE
4. Strategic Aim KPIs Target Actual Performance
Sustainable Business
Growth
Total Number of appointment bookings for the
week 180 114
No missed appointment 0 -22
clients whose care plans are exhausted booked for
review and placed on monthly or annual care plan
daily 100% 100%
New Client retention rate
100% 100%
Zero Client Treatment delay 100% 100%
Client satisfaction survey report 100% 100%
Daily & next day’s appointment schedule before
2:15 p.m 100% 100%
PERFORMANCE MEASURMENT
5. Strategic Aim KPIs Target Actual
Performance
Achieved/not
achieved
Sustainable
Business Growth
Total Number of appointment bookings
for the week 180 114 NOT ACHIEVED
No missed appointment 0 -22 NOT ACHIEVED
clients whose care plans are exhausted
booked for review and placed on
monthly or annual care plan daily 100% 100% ACHIEVED
New Client retention rate
100% 100%
ACHIEVED
Zero Client Treatment delay 100% 100% ACHIEVED
Client satisfaction survey report 100% 100% ACHIEVED
Daily & next day’s appointment
scheduled before 2:15 p.m 100% 100% ACHIEVED
HOW DID WE DO…
6. Strategic Aim KPIs Target Actual Performance Achieved/not
achieved
Variance explanation
Sustainable Business Growth
Total Number of appointment bookings for the
week 180 114
NOT
ACHIEVED
THIS MISSED TARGET WAS DUE TO DIFFERENT
EXCUSES LEFT BY SOME OF OUR CLIENTS. SOME
SAID THEY’RE FOCUSING ON THE SCHOOL FEES OF
THEIR WARDS AS THE ACADEMIC SESSION JUST
KICK-STARTED, WHILE OTHERS REPORTED ABOUT
THE FINANCIAL DIFFICULTIES THAT THEY’RE
FACING AT THE MOMENT.
No missed appointment 0 -22
NOT
ACHIEVED
THIS MISSED TARGET WAS DUE TO 10 CLIENTS
RESCHEDULING THEIR APPOINTMENTS TO A LATER
DATE, 4 CLIENTS REPORTED TRAVELLING, 3 SAID
THEY’LL COME IN WHEN READY, WHILE 5 DIDN'T
LEAVE A FEEDBACK
clients whose care plans are exhausted booked
for review and placed on monthly or annual
care plan daily 100% 100% ACHIEVED
New Client retention rate
100% 100%
ACHIEVED
Zero Client Treatment delay 100% 100% ACHIEVED
Client satisfaction survey report 100% 100% ACHIEVED
Daily & next day’s appointment scheduled
before 2:15 p.m 100% 100% ACHIEVED
WHAT WENT WRONG ?
7. Prepared by Front Desk Unit Weekly Performance Report 7
Goal Strategies Implementation plan
1. To call 100 lost sheep to
book an appointment
between 3rd Oct– 14th Oct,
2022 (ONGOING).
Put together the names of
those lost sheep that
confirmed coming into the
facility, book an appointment
for them at their own
convenient time. (ONGOING)
Do a Follow up via Call and
text to all the lost sheep
that have confirmed coming
to remind them of their
appointments most
especially those ones that
said they were out of town.
(ON GOING)
10. Executive Summary
Highlight of the Performance
Objectives
This report shows the performance of the Clients Services from
10th OCT– 15th of OCT, 2022. It is prepared to guide management
in decision making and perfections of the Clients Services, which
will in turn impact on how our clients perceive the organization
leading to the sustainability of the business.
To report progress of the Clients Services and
identify areas of improvement.
11. Strategic Aim KPIs Target
Sustainable
Business Growth
Total Number of appointment bookings for the
week 180
No missed appointment 0
clients whose care plans are exhausted booked for
review and placed on monthly or annual care plan
daily 100%
New Client retention rate
100%
Zero Client Treatment delay 100%
Client satisfaction survey report 100%
Daily & next day’s appointment schedule before 2:15
p.m 100%
WEEKLY KPI FOR CLIENT SERVICES OUR BASELINE
12. Strategic Aim KPIs Target Actual Performance
Sustainable Business
Growth
Total Number of appointment bookings for the
week 180 192
No missed appointment 0 -22
clients whose care plans are exhausted booked for
review and placed on monthly or annual care plan
daily 100% 100%
New Client retention rate
100% 100%
Zero Client Treatment delay 100% 100%
Client satisfaction survey report 100% 100%
Daily & next day’s appointment schedule before
2:15 p.m 100% 100%
PERFORMANCE MEASURMENT
13. Strategic Aim KPIs Target Actual
Performance
Achieved/not
achieved
Sustainable
Business Growth
Total Number of appointment bookings
for the week 180 192 ACHIEVED
No missed appointment 0 -22 NOT ACHIEVED
clients whose care plans are exhausted
booked for review and placed on
monthly or annual care plan daily 100% 100% ACHIEVED
New Client retention rate
100% 100%
ACHIEVED
Zero Client Treatment delay 100% 100% ACHIEVED
Client satisfaction survey report 100% 100% ACHIEVED
Daily & next day’s appointment
scheduled before 2:15 p.m 100% 100% ACHIEVED
HOW DID WE DO…
14. Strategic Aim KPIs Target Actual Performance Achieved/not
achieved
Variance explanation
Sustainable Business Growth
Total Number of appointment bookings for the
week 180 192 ACHIEVED
No missed appointment 0 -23
NOT
ACHIEVED
THIS MISSED TARGET WAS DUE TO 6 CLIENTS
RESCHEDULING THEIR APPOINTMENTS TO A LATER
DATE, 3 CLIENTS REPORTED TRAVELLING, 2 SAID
THEY’LL COME IN WHEN READY, WHILE 12 DIDN'T
LEAVE A FEEDBACK
clients whose care plans are exhausted booked
for review and placed on monthly or annual
care plan daily 100% 100% ACHIEVED
New Client retention rate
100% 100%
ACHIEVED
Zero Client Treatment delay 100% 100% ACHIEVED
Client satisfaction survey report 100% 100% ACHIEVED
Daily & next day’s appointment scheduled
before 2:15 p.m 100% 100% ACHIEVED
WHAT WENT WRONG ?
15. Prepared by Front Desk Unit Weekly Performance Report 15
Goal Strategies Implementation plan
1. To call 100 lost sheep to
book an appointment
between 3rd Oct– 14th Oct,
2022 (ONGOING).
Put together the names of
those lost sheep that
confirmed coming into the
facility, book an appointment
for them at their own
convenient time. (ONGOING)
Do a Follow up via Call and
text to all the lost sheep
that have confirmed coming
to remind them of their
appointments most
especially those ones that
said they were out of town.
(ON GOING)
18. Executive Summary
Highlight of the Performance
Objectives
This reports shows the weekly performance for Dr
Victor from October 09th to 15th 2022. It has
been prepared to help management track and
Monitor key performance areas in clinical
outcome, service delivery and revenue
generation.
• To track and review the weekly outcome
of clients receiving treatments in terms
of compliance and non-compliance to
their prescribed corrector plans.
19. Strategic Aim Strategic Objectives KPIs Target Weight
Sustainable
Business Growth
Clinical Outcome
Client’s Health Goal Outcome Report (30 days)
Monthly 100% 2.5%
Clinical outcome Clients review labs done and reported daily 100% 20%
Clinical outcome
Physical Examination report on New Clients weekly 25 25%
Clinical outcome Consultations completed weekly 15 5%
Clinical outcome
Clients’ seen folders reviewed and signed off daily 100%
5%
Increased revenue New Clients complete Comprehensive labs 100% 2.5%
Increased revenue Comprehensive Lab Upgrade Monthly 1 2.5%
Increased revenue
Deliberate Clients referrals to other units (physio,
colonics, eye, dental, massage) weekly 15 2.5%
Service delivery
Clients placed on corrector plans daily (New & old) 100% 20%
Customer satisfaction
Referrals obtained from clients daily 100% 2.5%
Service delivery
Clinical or medical meetings coordinated with
report weekly 1
2.5%
Service delivery
Document follow up calls to clients weekly 9
2.5%
Service delivery
Medical article written weekly 1
2.5%
WEEKLY KPI FOR DR VICTOR BASELINE
20. Strategic
Objectives
KPIs Target Weight Actual
Performance
Clinical Outcome Client’s Health Goal Outcome Report (30 days) Monthly 100% 2.5%
Clinical outcome Clients review labs done and reported daily 100% 20% 100%
Clinical outcome Physical Examination report on New Clients weekly 25 25% 24
Clinical outcome Consultations completed weekly 25 5% 24
Clinical outcome Clients’ seen folders reviewed and signed off daily 100% 20% 100%
Increased revenue New Clients complete Comprehensive labs 100% 2.5% 100%
Increased revenue Comprehensive Lab Upgrade Monthly 1 2.5% 2
Increased revenue
Deliberate Clients referrals to other units (physio, colonics,
eye, dental, massage) daily 15 2.5% 11
Service delivery
Clients placed on corrector plans daily 100% 20% 100%
Customer
satisfaction Referrals obtained from clients daily 100% 2.5% 100%
Service delivery
Clinical or medical meetings coordinated with report
weekly 2 2.5% 1
Service delivery Document follow up calls to clients weekly 9 2.5% 9
Service delivery Medical article written weekly 1 2.5% 1
PERFORMANCE MEASURMENT
21. KPIs Target Weight Actual
Performance
Achieved/Not
achieved
Client’s Health Goal Outcome Report (30 days) Monthly 100% 2.5% 100% Achieved
Clients review labs done and reported daily 100% 20% 100% Achieved
Physical Examination report on New Clients weekly 25 25% 23 Not Achieved
Consultations completed weekly 25 5% 23 Not Achieved
Clients’ seen folders reviewed and signed off daily 100% 5% 100% Achieved
New Clients complete Comprehensive labs 100% 2.5% 100% Achieved
Comprehensive Lab Upgrade Monthly 1 2.5% 3 Achieved
Deliberate Clients referrals to other units (physio, colonics,
eye, dental, massage) daily 15 2.5% 15 Achieved
Clients have care plans daily 100% 2.5% 100% Achieved
Referrals obtained from clients daily 100% 2.5% 100% Achieved
Clinical or medical meetings coordinated with report
weekly 2 2.5% 2 Achieved
Document follow up calls to clients weekly 9 2.5% 9 Achieved
Medical article written weekly 1 2.5% 1 Achieved
HOW DID WE DO…
22. KPIs Target Weight Actual
Performance
Achieved/Not
achieved
Variance explanation
Clie-nt’s Health Goal Outcome Report (30 days)
Monthly 100% 2.5% 100% Achieved
Clients review labs done and reported daily 100% 20% 100% Achieved
Physical Examination report on New Clients
weekly 25 25% 21 Not Achieved
Consultations completed weekly 25 5% 21 Not Achieved
Low Client turn out and official
absence for sone dss
Clients’ seen folders reviewed and signed off daily 100% 5% 100% Achieved
New Clients complete Comprehensive labs 100% 2.5% 100% Achieved
Comprehensive Lab Upgrade Monthly 1 2.5% 1 Achieved
Deliberate Clients referrals to other units (physio,
colonics, eye, dental, massage) daily 15 2.5% 15 Achieved
Clients have care plans daily 100% 2.5% 100% Achieved
Referrals obtained from clients daily 100% 2.5% 100% Achieved
Clinical or medical meetings coordinated with
report weekly 2 2.5% 2 Achieved
Document follow up calls to clients weekly 9 2.5% 9 Achieved
Medical article written weekly 1 2.5% 1 Achieved
VARIANCE EXPLANATION
23. Goal Strategy Implementation Plan
To ensure a minimum consultation of
30clients during the week (17th October -
22nd october 2022)
To give short appointment (3days interval ) to
enable clients present more frequently to the
facility in order to achieve the stated goal
between the time limit of 17th - 22nd October
To look at the appointment schedule and
identify the clients booked for consultations
and reviews at the close of each work day
• Review folders and identify clients that
need new investigations /new treatments at
the beginning of work day
To identify clients from 1st September
-30th September who are due for
review and call them for follow up so
as to achieved the stated goal during
the period specified
Work with the front desk to follow up on
clients that don't show up within the time
frame of 17th - 22nd October ,on a diaiy.
24.
25. CLINICAL DEPARTMENT - NURSING
UNIT
WEEKLY PERFORMANCE REPORT FROM 11th OCTOBER TO 17th
OCTOBER 2022
PRESENTED BY NURSE PAULINE
26. Executive Summary
• OBJECTIVES: TO ENSURE 100% COMPLAIN FROM CLIENTS
TRACKED AND SOLUTION PROVIDED
Highlight of the Performance
This reports shows the weekly performance of the
Nursing Unit from 11th OCTOBER TO 17TH
OCTOBER 2022 . It has been prepared to guide
management in monitoring the Unit’s
performance and identify trends to inform
actions that will guide the business towards
profitability, viability and sustainability.
OBJECTIVE
To report the progress of Nursing Unit and to
identify areas of improvement.
27. KPI Target Actual Performance Achieved/not
achieved
Variance explanation
WHAT WENT WRONG ?
New client adherence report daily
85% Achieved People in charge of filling the forms are
proactive and are working as a team to ensure
all forms were filled daily.
Old client adherence report daily 80% 80% Achieved
new clients complaint GTA at bedside daily
100% 100% Achieved
Report of ALL ADR’S & SIDE EFFECTS daily
100% 100% Achieved
Clients reached goal tracked
What is Remaining feedback from all units
collated (daily) and report submitted by
8:00am
10% +ve
90% -ve
10%
90%
Achieved
Client adherence and clinical outcome
tracked and daily report by 8:00pm as well
as weekly summary submitted on Mondays
by 8:00am.
100% 100% Achieved
28. Clinical Outcome stages 1-4 report
submitted weekly
Care Calls Daily 5 5 Achieved
Total Clients Seen by Nurses
=(Total Booked /Total Seen ) 360 58/61 Not achieved
3 clients did not show up for their
appointment.
Client request for a change of Nurse 0 100%
Achieved
Extra Services by your effort:
- Cell Regenerator 1
-Super G
2
2
1
5
Not achieved
Achieved
Some clients promised to take when
they are financially ready.
31. Executive Summary
Highlight of the Performance
Objectives
This report shows the performance of
the Pharmacy Unit from 10/10/22 to
16/10/22.
To report progress of the Pharmacy
Unit and identify areas of
improvement.
34. Strategic Aim Strategic
Objectives
KPIs Target weight Actual
Performance
Achieved/
Not
achieved
Variance explanation
Sustainable
Business
Growth
Increased
revenue
Sales 6m 10% 2.00 Not achieved Low client base
Increased
revenue
Barley
Virginvyte
Aminovyte
Extemporaneous products
15
25
15
25
2.5%
2.5%
2.5%
2.5%
13
7
12
69
Not achieved
Not achieved
Not achieved
Achieved
Low client base
Reduced number of refill.
Clinical outcome
& Client
retention Care calls 60 2.5% 62 Achieved Daily care calls of at least 10.
Others
Pharmacy article written 1 2.5% 1 Achieved
Delegation and consistency in
writing
Pharmacy innovation 1 20%
Incremental financial growth 25% 50% 52%
Achieved
Relatively high number of
client
Overall unit growth 100% 2.5%
WHAT WENT WRONG
35. Goal, Strategies and Plan for the new week (17/10/22 – 23/10/22)
Prepared by Pharmacy Unit Monthly Performance Report
Goal Strategies Implementation Plan
To make a minimum of six (6) million naira
in a week.
To stock up the pharmacy to ensure product
availability for wellness package for clients to
make a ₦6m weekly sales.
• To make a wellness/out-of-stock list of
drugs on 17/10/22, raise a memo for
approval and purchase on 18/10/22,
prepare the wellness pack and market them
alongside other drugs to clients.
To increase the number of refill by regularly
following-up on clients through calls and SMS to
meet up with the target weekly sale of ₦6m.
(Ongoing)
• To ensure that every client’s detail is
captured in the Drug Information
Management System (DIMS), including their
next refill dates on daily basis.
• To call at least 10 clients daily to encourage
them to take their drugs and to remind
them of their next refill date.
To sell at least 5 sets of meal replacer (Barley,
Virginvyte and Aminovyte) daily through
marketing them to every clients (both
registered and external) to achieve the target
number of sales of 15, 25, and 15 respectively.
(Ongoing)
• To introduce meal replacer to every client
that walks into the pharmacy, detailing their
benefits and sharing positive feedbacks
obtained from product usage on daily basis.
36.
37. CLINICAL DEPARTMENT – MATRON’S
KPI
WEEKLY PERFORMANCE REPORT FROM 11TH TO 17TH OCTOBER 2022
PRESENTED BY MATRON ESTHER
38. KPI TARGET WEIGHT
1 Documents in new client’s folders completed daily
100% 5%
2
Nursing Unit meets with MD/CEO with Reports weekly
1 10%
3 Mandatory GTA at bedside daily
100% 10%
4 Report of ALL ADR’S & SIDE EFFECTS daily 100% 10%
5 What is Remaining feedback from all units collated (daily)
and report submitted by 8:00am
10% +ve
90% -ve
10%
6
Clients whose care plans are exhausted reviewed and
placed on monthly or annual care plan daily
100% 10%
7
Clients whose care plans are exhausted reviewed and
placed on monthly or annual care plan daily
100% 10%
8
Referrals obtained from clients tracked daily. 100% 10%
WEEKLY KPI 11TH TO 17TH OCTOBER 2022
39. S/NO KPI TARGET WEIGHT ACHIEVED/
NOT ACHIEVED
VARIANCE
EXPLANATION
1 Documents in new client’s folders completed daily 100% 5% Achieved
2 Nursing Unit meets with MD/CEO with Reports weekly 1 10% Not Achieved
3 Mandatory GTA at bedside daily 100% 10% Achieved
4 Report of ALL ADR’S & SIDE EFFECTS daily 100% 10% Achieved
5 What is Remaining feedback from all units collated (daily)
and report submitted by 8:00am
100% ve=+10%
Ve- = 90% Achieved
6
Care plans of new clients prepared after consultation, old
clients care plans after lab review daily
100% 10% Achieved
7
Old Clients whose care plans are exhausted reviewed and
placed on monthly or annual care plan daily
100% Achieved
8
Referrals obtained from clients tracked daily.
100% 10% Achieved
40. GOAL FOR THE WEEK
Goal Strategies Implementation
To meet with MD and discuss how
to ensure quality nursing case
leading to meeting clients goals.
To hold meeting ones in a week. •Meeting will hold within 8th to
16th October 2022 (Retreat week)
43. Executive Summary
Highlight of the Performance Objectives
This reports shows the weekly performance of the
Clients Acquisition Unit from 11th October to 16th
October, 2022. It is prepared to guide
management in decision making and perfections
of the unit which will in turn impact on how our
clients perceive the organization leading to the
sustainability of the business.
To report progress of the Client
Acquisition Unit and identify
areas of improvement
44. Strategic Aim KPIs Target
Sustainable
Business
Growth
New clients 35
Leads and follow up calls 600
Client acquisition innovations monthly 1
Submission of proposals 30
Booked Seminars 3
Themed specific event (Monthly) 1
Outreach organized (Monthly) 1
Follow up visit on proposals 30
WEEKLY KPI FOR CLIENT SERVICES OUR BASELINE
45. Strategic Aim KPIs Target Actual
Performance
Sustainable
Business
Growth
New clients 35 15
Leads and follow up calls 600 412
Client acquisition innovations monthly 1 1
Submission of proposals 30 32
Booked Seminars 2 2
Themed specific event (Monthly) 1 1
Outreach organized (Monthly) 1 0
Follow up visit on proposals 30 36
PERFORMANCE MEASURMENT
46. Strategic Aim KPIs Target Actual
Performance
Achieved/not
achieved
Sustainable
Business
Growth
New clients 35 15 Not achieved
Leads and follow up calls 600 412 Not achieved
Client acquisition innovations
monthly 1
1
Achieved
Submission of proposals 30 32 Achieved
Booked Seminars 2 2 Achieved
Themed specific event (Monthly) 1 1 Achieved
Outreach organized (Monthly) 1 0 Not achieved
Follow up visit on proposals 30 36 Achieved
HOW DID WE DO…
47. Strategic
Aim
KPIs Target Actual
Performance
Achieved/Not
achieved
Variance explanation
Sustainable
Business
Growth
New clients 35
15
Not achieved
Time and financial constraints but we are
creating more awareness of our services
and testimonial to prospective client.
Leads and follow up
calls 600
412
Not achieved
We are intensifying more efforts on the
prospective leads while persuading others.
Client acquisition
innovations monthly 1
1
Achieved
Submission of
proposals 30 32 Achieved
Booked Seminars 2 2 Achieved
Themed specific event
(Monthly) 1 1 Achieved
Outreach organized
(Monthly) 1 0 Not achieved Non of the proposals have been approved.
Follow up visit on
proposals 30 36 Achieved
WHAT WENT WRONG ?
48. Goal and Strategies for the new week (17/10/22 – 21/10/22)
Prepared by Pharmacy Unit Monthly Performance Report
Goal Strategy Implementation Plan
Convert 35 leads to clients weekly.
Make 600 Lead Calls weekly
Meeting with at least 10 Honorable
Members in the National Assembly.
Follow up on seminar proposals.
Submission of at least 30 proposals to
identified organizations.
Market Dental Unit more.
To convert at least 6 leads to clients daily. To intensify efforts to persuade leads who
had not visited the centre/ or had visited but not
registered to get registered and also push more
on referrals.
To follow up on the prospective leads from both
seminars, online, referrals and our personal contacts.
To ensure that each of the three marketing
team members do at least 34 prospective
leads follow up daily.
Write officially to them through their offices. • To meet with them for one on one seminar
presentation.
Would do a follow up from the 68 proposal letters
submitted.
To identify at least thirty organisational heads or
senior managers in both private and public
organisations, located in the city centre.
To meet with the dental unit on the services that
could attract clients to the centre easily .
Ensure that we select at least 30 prospective
ones and follow up on them.
Ensure that we summits at least 15 personal
proposal letters and 15 organisational seminar
proposal letters .
Write to HMOs and/ or see the possibility of
registering our Dental with the Dental Council of
Nigeria.
51. Highlight of the report
This report is prepared to illustrate the
weekly performance of Sales, Expenses
and Profit from 10th October to 16th
October 2022.
The report is presented in percentage to
help the management evaluate the trend
of sales and the operating activities that
will guide the business.
OBJECTIVES OF THE REPORT
To compare performance of sales
and target that was set for the
period.
To see how costs can be reduced
to the barest minimum.
To measure the organization’s
income relatively to its expenses.
