Understanding the Difference Between Critical Drivers and KPIs in Your Strategic Plan

When it comes to running a successful healthcare clinic, having a clear strategic plan is essential. But one common challenge many clinic owners face is confusing KPIs (Key Performance Indicators)—the outcomes they want to achieve—with the critical drivers, the daily or weekly actions that actually move the needle toward those outcomes.

In this post, we’ll break down the difference between these two concepts and why understanding it can help you build a better, more focused plan that drives real results.

What Are KPIs and Critical Drivers?

• KPIs are the goals or outcomes you want to achieve. For example, “increase referrals by 10 per week” is a KPI.

• Critical Drivers are the specific activities or behaviours you consistently do that directly influence your KPIs. These are the things you control and can measure regularly.

Why Do People Get Them Mixed Up?

Often, clinic owners look at their KPIs as if they’re the tasks they need to do every day, week, or month. But KPIs are the destination, not the journey. The real power lies in identifying and committing to your critical drivers—those consistent, often repetitive actions that build momentum and compound over time.

For example, if your KPI is to increase referrals by 10 per week, you need to figure out what you need to do daily or weekly to get there. It might be:

• Increasing meetings with current referral partners,

• Reaching out to new support coordinators,

• Improving your online presence to attract referrals.

Example 1: Working on a Weakness

Say your clinic struggles to get online referrals. Your KPI is still “increase referrals by 10 per week,” but your critical driver becomes focused on online channels. Maybe Google is your main focus, with Facebook ads and organic Google traffic as secondary drivers. Your daily and weekly actions will build around optimising and expanding these areas.

Example 2: Doubling Down on a Strength

Alternatively, maybe 80% of your referrals come from support coordinators. Your KPI remains the same, but your critical drivers shift toward:

• Increasing meetings with current support coordinators (primary driver),

• Reaching out to new support coordinators (secondary driver),

• Scheduling follow-ups with new contacts (another secondary driver).

The Key Takeaway: One Primary Critical Driver Per Outcome

To stay focused and avoid overwhelm, it’s crucial to have one main critical driver per KPI, supported by a couple of secondary drivers. Your plan should look fairly repetitive and straightforward—because consistency is what builds results.

Changing focus every week or month by starting new initiatives without mastering one approach is a recipe for burnout and frustration. It’s why many clinic owners feel stuck or exhausted.

How to Apply This to Your Clinic

• Identify your KPIs clearly (the outcomes you want).

• Break those KPIs down into one primary critical driver (the main activity that will move the needle).

• Add a few secondary drivers to support your main one.

• Build your weekly and daily tasks around those drivers.

• Track progress consistently and avoid the temptation to chase shiny new things before mastering your core activities.

Final Thoughts

I’ve been there myself—juggling too many tasks, starting new things, finishing none, and not hitting my goals. Recognising the difference between KPIs and critical drivers changed how I planned and helped me focus on what truly matters.

If you’re feeling overwhelmed or stuck in your strategic planning, take a step back, identify your critical drivers, and commit to consistency. Your clinic’s growth depends on it.