Finance
•
7 min read
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Apr 6, 2024
Quarterly Clinic Reflections: Real Insights from a Real Clinic
Quarterly Clinic Reflections: Real Insights from a Real Clinic
Today, I want to share with you a deep dive into how we assess a clinic’s progress during our quarterly reflections. This is an honest look at a real clinic we’ve been working with — examining their goals, the actions taken, critical drivers for success, and how we plan to tweak things for the next quarter.
Why Quarterly Reflections Matter
Right now, it’s April 6th — the end of Q3 fiscal year here in Australia. Quarterly reviews are a vital way for clinic owners to pause, reflect, and assess how the business is tracking against its goals. Without this step, it’s easy to lose focus or miss important opportunities for improvement.
Before we dive into the numbers, a quick favour: if you find value in these insights, please like and subscribe. It helps us reach more clinic owners like you and make a bigger impact. Our goal isn’t to play the social media game — we want to provide real, actionable value to help you grow your clinic and lead inspired teams.
The Clinic’s Quarterly Goals
For this particular clinic, we set several important goals:
Reduce revenue decrease during school holidays to less than 12% compared to school term averages. Previously, this drop had been as high as 50-60%.
Increase the team by one full-time equivalent (FTE) therapist.
Achieve a team Net Promoter Score (NPS) above 8.5, which measures how likely team members are to recommend working at the clinic.
Keep outstanding invoices below 8% of total monthly revenue.
What Did We Achieve?
Revenue drop during school holidays was 14%, just shy of the 12% target. It was a huge improvement from past years, but we missed the mark by 2%.
The clinic added two therapists but lost one, so a net gain of one FTE.
The team NPS scored a strong 9, indicating healthy team morale and satisfaction.
Outstanding invoices stood at 10.3% of revenue — better than previous quarters (which were 12-13%), but still above the goal.
Lessons Learned and Next Steps
1. Tackling the Revenue Dip
The team identified that their focus on group sessions during school holidays wasn’t as financially sustainable or effective. They’re shifting towards more “intensive” programs, which have shown better financial results and higher family engagement. This change also requires less effort in program creation but yields better returns — a win-win!
2. Retaining Your Best People
Losing a team member is costly — not just financially, but also in lost expertise and team culture. The therapist who left cited the lack of a reward system and opportunity to earn more as a key reason. Currently, everyone is on a base salary, which is simple but doesn’t incentivise performance or loyalty.
The clinic’s key project for next quarter? Designing a simple, transparent, and sustainable reward system that aligns with the clinic’s strategy and motivates the team to stay longer and grow with the business.
A quick tip: If you already have a reward or commission system, ask your team to explain it back to you. If they struggle, it might be too complex — and complexity kills motivation. Daniel Pink’s book Drive is a great resource for understanding how effective rewards should work.
3. Reducing Outstanding Invoices
While the outstanding invoice percentage improved, it’s still above the target. The clinic is refining their invoicing and onboarding processes to make payment expectations clearer for clients.
They’re also dedicating extra admin hours weekly to proactively follow up on invoices before they become overdue. Interestingly, invoices overdue by 60+ days have almost disappeared, which is a huge win.
Why Reflection Drives Sustainable Growth
You might not hit every target every quarter, but each improvement builds stronger foundations for your clinic. The key is to consistently measure, reflect, and act on what the data and feedback tell you.
Quarterly Clinic Reflections: Real Insights from a Real Clinic
Today, I want to share with you a deep dive into how we assess a clinic’s progress during our quarterly reflections. This is an honest look at a real clinic we’ve been working with — examining their goals, the actions taken, critical drivers for success, and how we plan to tweak things for the next quarter.
Why Quarterly Reflections Matter
Right now, it’s April 6th — the end of Q3 fiscal year here in Australia. Quarterly reviews are a vital way for clinic owners to pause, reflect, and assess how the business is tracking against its goals. Without this step, it’s easy to lose focus or miss important opportunities for improvement.
Before we dive into the numbers, a quick favour: if you find value in these insights, please like and subscribe. It helps us reach more clinic owners like you and make a bigger impact. Our goal isn’t to play the social media game — we want to provide real, actionable value to help you grow your clinic and lead inspired teams.
The Clinic’s Quarterly Goals
For this particular clinic, we set several important goals:
Reduce revenue decrease during school holidays to less than 12% compared to school term averages. Previously, this drop had been as high as 50-60%.
Increase the team by one full-time equivalent (FTE) therapist.
Achieve a team Net Promoter Score (NPS) above 8.5, which measures how likely team members are to recommend working at the clinic.
Keep outstanding invoices below 8% of total monthly revenue.
What Did We Achieve?
Revenue drop during school holidays was 14%, just shy of the 12% target. It was a huge improvement from past years, but we missed the mark by 2%.
The clinic added two therapists but lost one, so a net gain of one FTE.
The team NPS scored a strong 9, indicating healthy team morale and satisfaction.
Outstanding invoices stood at 10.3% of revenue — better than previous quarters (which were 12-13%), but still above the goal.
Lessons Learned and Next Steps
1. Tackling the Revenue Dip
The team identified that their focus on group sessions during school holidays wasn’t as financially sustainable or effective. They’re shifting towards more “intensive” programs, which have shown better financial results and higher family engagement. This change also requires less effort in program creation but yields better returns — a win-win!
2. Retaining Your Best People
Losing a team member is costly — not just financially, but also in lost expertise and team culture. The therapist who left cited the lack of a reward system and opportunity to earn more as a key reason. Currently, everyone is on a base salary, which is simple but doesn’t incentivise performance or loyalty.
The clinic’s key project for next quarter? Designing a simple, transparent, and sustainable reward system that aligns with the clinic’s strategy and motivates the team to stay longer and grow with the business.
A quick tip: If you already have a reward or commission system, ask your team to explain it back to you. If they struggle, it might be too complex — and complexity kills motivation. Daniel Pink’s book Drive is a great resource for understanding how effective rewards should work.
3. Reducing Outstanding Invoices
While the outstanding invoice percentage improved, it’s still above the target. The clinic is refining their invoicing and onboarding processes to make payment expectations clearer for clients.
They’re also dedicating extra admin hours weekly to proactively follow up on invoices before they become overdue. Interestingly, invoices overdue by 60+ days have almost disappeared, which is a huge win.
Why Reflection Drives Sustainable Growth
You might not hit every target every quarter, but each improvement builds stronger foundations for your clinic. The key is to consistently measure, reflect, and act on what the data and feedback tell you.
Quarterly Clinic Reflections: Real Insights from a Real Clinic
Today, I want to share with you a deep dive into how we assess a clinic’s progress during our quarterly reflections. This is an honest look at a real clinic we’ve been working with — examining their goals, the actions taken, critical drivers for success, and how we plan to tweak things for the next quarter.
Why Quarterly Reflections Matter
Right now, it’s April 6th — the end of Q3 fiscal year here in Australia. Quarterly reviews are a vital way for clinic owners to pause, reflect, and assess how the business is tracking against its goals. Without this step, it’s easy to lose focus or miss important opportunities for improvement.
Before we dive into the numbers, a quick favour: if you find value in these insights, please like and subscribe. It helps us reach more clinic owners like you and make a bigger impact. Our goal isn’t to play the social media game — we want to provide real, actionable value to help you grow your clinic and lead inspired teams.
The Clinic’s Quarterly Goals
For this particular clinic, we set several important goals:
Reduce revenue decrease during school holidays to less than 12% compared to school term averages. Previously, this drop had been as high as 50-60%.
Increase the team by one full-time equivalent (FTE) therapist.
Achieve a team Net Promoter Score (NPS) above 8.5, which measures how likely team members are to recommend working at the clinic.
Keep outstanding invoices below 8% of total monthly revenue.
What Did We Achieve?
Revenue drop during school holidays was 14%, just shy of the 12% target. It was a huge improvement from past years, but we missed the mark by 2%.
The clinic added two therapists but lost one, so a net gain of one FTE.
The team NPS scored a strong 9, indicating healthy team morale and satisfaction.
Outstanding invoices stood at 10.3% of revenue — better than previous quarters (which were 12-13%), but still above the goal.
Lessons Learned and Next Steps
1. Tackling the Revenue Dip
The team identified that their focus on group sessions during school holidays wasn’t as financially sustainable or effective. They’re shifting towards more “intensive” programs, which have shown better financial results and higher family engagement. This change also requires less effort in program creation but yields better returns — a win-win!
2. Retaining Your Best People
Losing a team member is costly — not just financially, but also in lost expertise and team culture. The therapist who left cited the lack of a reward system and opportunity to earn more as a key reason. Currently, everyone is on a base salary, which is simple but doesn’t incentivise performance or loyalty.
The clinic’s key project for next quarter? Designing a simple, transparent, and sustainable reward system that aligns with the clinic’s strategy and motivates the team to stay longer and grow with the business.
A quick tip: If you already have a reward or commission system, ask your team to explain it back to you. If they struggle, it might be too complex — and complexity kills motivation. Daniel Pink’s book Drive is a great resource for understanding how effective rewards should work.
3. Reducing Outstanding Invoices
While the outstanding invoice percentage improved, it’s still above the target. The clinic is refining their invoicing and onboarding processes to make payment expectations clearer for clients.
They’re also dedicating extra admin hours weekly to proactively follow up on invoices before they become overdue. Interestingly, invoices overdue by 60+ days have almost disappeared, which is a huge win.
Why Reflection Drives Sustainable Growth
You might not hit every target every quarter, but each improvement builds stronger foundations for your clinic. The key is to consistently measure, reflect, and act on what the data and feedback tell you.
Quarterly Clinic Reflections: Real Insights from a Real Clinic
Today, I want to share with you a deep dive into how we assess a clinic’s progress during our quarterly reflections. This is an honest look at a real clinic we’ve been working with — examining their goals, the actions taken, critical drivers for success, and how we plan to tweak things for the next quarter.
Why Quarterly Reflections Matter
Right now, it’s April 6th — the end of Q3 fiscal year here in Australia. Quarterly reviews are a vital way for clinic owners to pause, reflect, and assess how the business is tracking against its goals. Without this step, it’s easy to lose focus or miss important opportunities for improvement.
Before we dive into the numbers, a quick favour: if you find value in these insights, please like and subscribe. It helps us reach more clinic owners like you and make a bigger impact. Our goal isn’t to play the social media game — we want to provide real, actionable value to help you grow your clinic and lead inspired teams.
The Clinic’s Quarterly Goals
For this particular clinic, we set several important goals:
Reduce revenue decrease during school holidays to less than 12% compared to school term averages. Previously, this drop had been as high as 50-60%.
Increase the team by one full-time equivalent (FTE) therapist.
Achieve a team Net Promoter Score (NPS) above 8.5, which measures how likely team members are to recommend working at the clinic.
Keep outstanding invoices below 8% of total monthly revenue.
What Did We Achieve?
Revenue drop during school holidays was 14%, just shy of the 12% target. It was a huge improvement from past years, but we missed the mark by 2%.
The clinic added two therapists but lost one, so a net gain of one FTE.
The team NPS scored a strong 9, indicating healthy team morale and satisfaction.
Outstanding invoices stood at 10.3% of revenue — better than previous quarters (which were 12-13%), but still above the goal.
Lessons Learned and Next Steps
1. Tackling the Revenue Dip
The team identified that their focus on group sessions during school holidays wasn’t as financially sustainable or effective. They’re shifting towards more “intensive” programs, which have shown better financial results and higher family engagement. This change also requires less effort in program creation but yields better returns — a win-win!
2. Retaining Your Best People
Losing a team member is costly — not just financially, but also in lost expertise and team culture. The therapist who left cited the lack of a reward system and opportunity to earn more as a key reason. Currently, everyone is on a base salary, which is simple but doesn’t incentivise performance or loyalty.
The clinic’s key project for next quarter? Designing a simple, transparent, and sustainable reward system that aligns with the clinic’s strategy and motivates the team to stay longer and grow with the business.
A quick tip: If you already have a reward or commission system, ask your team to explain it back to you. If they struggle, it might be too complex — and complexity kills motivation. Daniel Pink’s book Drive is a great resource for understanding how effective rewards should work.
3. Reducing Outstanding Invoices
While the outstanding invoice percentage improved, it’s still above the target. The clinic is refining their invoicing and onboarding processes to make payment expectations clearer for clients.
They’re also dedicating extra admin hours weekly to proactively follow up on invoices before they become overdue. Interestingly, invoices overdue by 60+ days have almost disappeared, which is a huge win.
Why Reflection Drives Sustainable Growth
You might not hit every target every quarter, but each improvement builds stronger foundations for your clinic. The key is to consistently measure, reflect, and act on what the data and feedback tell you.
Article by
Peter Flynn
Pete Flynn is a physio by trade and a business consultant at heart. He founded his first Adelaide clinic to help people overcome pain and reclaim their lives. Within five years, that clinic grew to a 23-member team across two locations that no longer required him. He successfully sold both clinics in 2022 and now guides other clinic owners in scaling, leadership, marketing, and people management. Known for his practical wisdom and generosity, Peter’s approach is always anchored in the principle: give more than you take. He’s here to share how to create real value, both for your clients and your teams, without losing sight of what truly matters.
How Does Your Clinic Score?
Discover your Clinic Score & Amplify your Impact with Clinics Mastery’s Assess Your Clinic™ Scorecard. Get a rating for the 7 Degrees of Business that you need to master.
Assess Your Clinic
How Does Your Clinic Score?
Discover your Clinic Score & Amplify your Impact with Clinics Mastery’s Assess Your Clinic™ Scorecard. Get a rating for the 7 Degrees of Business that you need to master.
Assess Your Clinic
How Does Your Clinic Score?
Discover your Clinic Score & Amplify your Impact with Clinics Mastery’s Assess Your Clinic™ Scorecard. Get a rating for the 7 Degrees of Business that you need to master.
Assess Your Clinic
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© 2025 Clinic Mastery Pty Ltd. All rights reserved.