Client Context
A fertility clinic network with three successful locations had attracted growth capital and planned to expand to six clinics within 14 months. Clinical operations were excellent — 65%+ success rates, strong patient satisfaction — but the organization ran in founder-led mode without professional operational infrastructure.
Three clinics operated independently with inconsistent protocols, ad-hoc financial reporting, and no formal governance. Leadership couldn't articulate which clinics were profitable or why acquisition costs varied. Investor capital came with accountability: quarterly reporting, governance expectations, and financial discipline. The founders needed experienced operational leadership to build systems in parallel with growth — not a permanent COO, but a fractional executive who could build and then transition.
What We Did
— Deployed as fractional COO for 14 months with operational decision-making authority alongside the founding team
— Conducted comprehensive operational assessment across three locations; documented process inconsistencies and critical risk areas
— Developed and implemented 60+ standard operating procedures covering clinical protocols, patient intake, financial processes, and compliance
— Built PIPEDA-compliant data privacy framework, clinical governance protocols, and risk management controls
— Created clinic-level P&L accounting and KPI dashboard tracking volume, success rates, acquisition cost, profitability, and NPS by location
— Recruited 4-member advisory board; established quarterly investor reporting with operational and financial metrics
— Managed standardized launch process for three new clinic locations ensuring operational consistency
Outcomes
- Expanded from 3 to 6 clinics in 14 months with operational consistency across all locations
- 65%+ clinical success rate maintained (industry standard: 55-60%) — scaling didn't compromise outcomes
- Patient NPS of 72+ across all locations (highest quartile for specialty healthcare)
- 60+ SOPs implemented with 98% staff adherence within 60 days
- Zero material compliance violations across the engagement period
- Investor-grade financial visibility and governance supporting Series B funding discussions
"The fractional COO was transformational. Within 14 months, the company went from operationally fragmented to a professionally managed network with governance discipline and proven ability to scale without losing clinical quality. That operational maturity was the prerequisite for Series B funding." — Healthcare Investor, Growth Equity Firm