U guys are totally spot on.

To summarise

Kpi is clear crowd
If got benefit, ur own teamlet patient counsel more.
Documentation is key.
Do counsel for worse case scenario “ return advice given/go ed if condition worsen”

Ops principle is Same as hawker.
The best hawker isnt the one that use the best ingredients and serve the best dish
But some one who knows how to cook fast for the masses, use average ingredients and ensure no food poisoning, without causing long queues.

Hawker = cook fast, good enuff ingredients, avoid queue, no food poisoning
Ops = see fast, basic care, avoid queue, return advice