BALANCED SCORECARD
What Gets Measured and Why
Care-quality signals and commercial signals are intentionally linked—so leadership can track whether the chain is operating as a care unit or a commodity retailer.
Operational KPIs
80%+
Counselling Coverage
Percentage of dispensing interactions with structured counselling
90%+
SOP Compliance
Adherence to defined patient care workflow steps
High
Pharmacist Engagement
Participation in training, coaching, and monitoring activities
Customer & Patient KPIs
+15–25%
Footfall Uplift
Change in daily patient visits vs baseline
+30%
Repeat Customer Rate
Proportion of patients returning within 30 days
+35%
Chronic Revisit Rate
Chronic patients completing refill cycles on time
Positive
Patient Engagement Trend
Satisfaction and interaction quality indicators
Loyalty & Referral KPIs
+28%
Refill Adherence
Patients collecting refills within the expected window
10–15%
Referral Rate
Appropriate doctor referrals generated per 100 interactions
4.5/5
Patient Satisfaction
Post-interaction satisfaction score
+22%
OTC Attach Rate
Ethical companion product recommendations accepted
MONITORING CADENCE
Weekly Checks, Monthly Evaluations
W
Weekly Monitoring
- Service adoption across pilot locations
- Counselling coverage rates
- Workflow / SOP adherence
- Pharmacist engagement & participation
- AI risk flag counts
- Follow-up action completion
M
Monthly Evaluation
- Store footfall change analysis
- Repeat customer retention metrics
- Average bill value movement
- Patient engagement / satisfaction trends
- Gap identification & process corrections
- Plan-vs-actual review and iteration
ASSESSMENT & VALIDATION
Chains Are Buying Improved Behavior—Not Course Content
The program includes case-based written assessments, skill-style evaluations, and self-reflection reviews. Assessments provide evidence of competence and support internal quality assurance across stores.
Case-Based Assessment
Written evaluation using real pharmacy scenarios
Skill Evaluation
Observed counselling performance against SOP checklist
Impact Review
Self-reflection and KPI correlation post-training