Cadabam's Hospitals

Growth Pilot

Product · Patient experience

CareCircle

Every patient family carries a living health score built from attendance, ticket sentiment, event participation, payments and renewal proximity — surfaced to community managers as a daily action list, not a spreadsheet.

Patient companies

1,860

Across 6 flagship centres

Healthy (score 70+)

72%

▲ 4%

QoQ

At risk

118

Renewal within 90 days

Community NPS

61

▲ 9%

QoQ

Avg health score

74

Up from 64

Average patient health score

Weighted blend of six signals, refreshed nightly

W1W2W3W4W5W6W7W8

Health-band distribution

1,860 patient companies

412
Champion
926
Healthy
404
Watch
118
At

Renewal outcome mix

Last quarter, all renewals due

100%

Outcomes

Auto-renewed61%61%
Renewed with plan change22%22%
Downgraded9%9%
Churned8%8%

Health-score heat by centre × week

4-week trailing view

W1W2W3W4
Gachibowli72747176
Indiranagar68667073
Sarjapura58555260
Mysuru80828483
Whitefield65676669

At-risk accounts

Flagged by the retention agent this week — ranked by urgency

FamilyCentreBedsScoreRenewalDriverPlay
Fabrik Design StudioCadabam's @ GBB Kanakapura223812 Sep 2024Meeting room contentionCM call + priority room quota
Lumen Health DiagnosticsCadabam's Mangaluru Kadri (pipeline)454428 Sep 20243 unresolved AC ticketsFacilities escalation, SLA credit
Vahan LogisticsCadabam's Chennai Anna Nagar (pipeline)605203 Oct 2024Headcount down 30%Right-size renewal, downsell before churn
Kite StudioCadabam's Bannerghatta (pipeline)185519 Oct 2024Zero event attendanceInvite to demo day + intro coffee
Northlane GCCCadabam's Jayanagar3005907 Nov 2024Price benchmarking against PrestigeQBR with regional GM, multi-year offer
Trailhead LabsCadabam's Jayanagar Bengaluru306122 Nov 2024New office champion, no relationshipOnboarding refresh, CM introduction

Churn drivers cited

Exit interviews and downgrade conversations, trailing 90 days

Meeting room availability34%
Price vs. competitor27%
Team shrunk / WFH shift18%
Commute distance13%
Amenities / F&B8%

Health-score factors

Model weights, portfolio average by factor

Attendance74

Ticket sentiment61

Event RSVP48

Renewal proximity82

Payment timeliness91

Bed utilisation68

Renewal calendar

Next six renewals with live risk status

  1. Fabrik Design Studio

    12 Sep

    22 beds · Cadabam's @ GBB Kanakapura · score 38, high churn risk

  2. Lumen Health Diagnostics

    28 Sep

    45 beds · Cadabam's Mangaluru Kadri (pipeline) · facilities escalation open

  3. Vahan Logistics

    03 Oct

    60 beds · Cadabam's Sarjapura (pipeline) · downsell conversation scheduled

  4. Kite Studio

    19 Oct

    18 beds · Cadabam's Bannerghatta (pipeline) · re-engagement invite sent

  5. Northlane GCC

    07 Nov

    300 beds · Cadabam's Jayanagar · QBR with regional GM booked

  6. Orbit Payments

    30 Nov

    80 beds · Cadabam's @ GBB Kanakapura · expansion, not at risk

Today's community manager actions

Auto-generated by the retention agent each morning

Escalate

Call Fabrik Design Studio before 5pm

Score dropped 12pts in a week; renewal inside 45 days.

Ticket

Close out Lumen Health AC complaints

Third report in 48 hours — facilities SLA breached twice.

Expand

Send Orbit Payments a 30-bed upsell

Headcount +22 this month, current floor at 96% utilisation.

Engage

Invite Trailhead Labs to demo day

Zero event attendance in 90 days despite active badge use.

Watch

Flag Northlane GCC for QBR prep

Price objection raised twice in support chat this month.

Reward

Send Champion badge to Zeta Fintech

Score 94, referred two new leads this quarter.

How scoring works

From raw signal to a CM task

01

Signal capture

Badge taps, Wi-Fi presence, ticket sentiment, event RSVP and payment data pulled nightly per patient family.

02

Weighted scoring

Six factors weighted (utilisation 25%, sentiment 20%, renewal proximity 20%, attendance 15%, events 10%, payments 10%) into a 0-100 score.

03

Band + trigger

Score crossing a band boundary or dropping 10pts week-on-week auto-creates a CM task with suggested play.

04

Human close-out

Community manager logs outcome; model recalibrates driver weights against saved vs. churned accounts quarterly.

Save-rate performance

Outcomes once an account is flagged

At-risk accounts saved this quarter73%

8 of 11 flagged accounts renewed after intervention

CM task completion within SLA88%

Daily three-action list closed within 24 hours

Escalations resolved before renewal date66%

Facilities-linked churn risk needs faster turnaround

Retention agent insights

Patterns worth escalating this cycle

  • Sarjapura health score trending down

    Urgent

    Average score fell from 61 to 55 over four weeks, driven by attendance drop after a therapist transition.

  • Family referral cohort retains best

    Evidence

    Patients referred by an existing family retain at 91% vs 76% portfolio average.

  • Payment friction now top churn driver

    Escalate

    Insurance/TPA claim delays overtook 'clinical fit' as the #1 cited churn reason this quarter.

Why this matters

Positioning for the pilot review

Health scores refresh nightly across all 6 flagship centres, not just quarterly NPS surveys.

Saves an estimated 8 at-risk accounts per quarter worth ~₹2.1 Cr in retained ARR.

Community managers get 3 ranked actions a day instead of scanning a 1,860-row spreadsheet.