Clinic CRM: the enquiry is recorded, the clinical record stays put
A clinic CRM keeps enquiries, contact history and follow-up scheduling in one system. ALTAI Digital does not touch the clinical record: consultation notes, diagnoses and treatment details stay in your own clinical software. The CRM holds who enquired, through which channel, who is dealing with it and where the process stands. Health data is kept out of that flow, which keeps the GDPR position simple.
A clinic's day starts on three channels: the phone, WhatsApp and the website form. The questions repeat: which clinician is free, how long a treatment takes, what the price range is. Reception answers and moves on. Who called and which enquiry went unanswered is usually written nowhere.
A clinic CRM records that enquiry process. Phone, WhatsApp and form land in one list, each enquiry is assigned to a person and its status is visible. How many enquiries each channel brings is measured. Appointment and recall reminders are tied to dates rather than to someone's memory.
The boundary is written down first. Consultation notes, diagnoses and treatment details stay in your clinical system. Health data is not written into the CRM. Under GDPR, health data is a special category with stricter conditions, so keeping it out of the enquiry flow avoids carrying that risk where it does not belong. If a form has to ask a health question, explicit consent and a clear privacy notice come with it.
Messages follow the same line. Reminders and updates are written as information rather than promotion, because advertising rules for healthcare in the UK and the Netherlands restrict claims about outcomes. Below you will find the scope, the steps and the questions we hear most.
What goes wrong today
- 01
Enquiries scattered across three channels
Phone, WhatsApp and form messages pile up separately. Nobody can see which were answered. On a busy day one message is never opened, and that patient books elsewhere.
- 02
Nobody knows who is handling it
Who is dealing with an enquiry is agreed verbally. Two people call the same patient, or nobody does. At handover the story is retold and the patient's earlier question is lost.
- 03
Recall appointments slip
The follow-up date lives in the patient's memory. Without a reminder the recall is missed, and the clinic loses both the follow-up and the slot. Nobody measures how often it happens.
- 04
No idea which channel brings patients
Ads, the map listing and word of mouth all run at once. Because nobody counts enquiries per channel, budget decisions are made on impressions.
- 05
Health details in the wrong place
What a patient writes ends up in an ordinary spreadsheet or a general tool. Special category data leaves the system meant to protect it, and nobody notices until someone asks.
- 06
Old contact lists stuck in spreadsheets
Years of patient contact details sit in a sheet with duplicate rows and missing numbers. Reminders sent from it reach nobody, and consent is impossible to prove.
Scope of the build
Enquiry records and assignment
Phone, WhatsApp and form enquiries land in one list and are assigned to a person. An enquiry waiting longer than your threshold moves to the top and its owner is notified. The record holds a name and contact details, nothing clinical.
A boundary with the clinical record
Consultation notes, diagnoses and treatment details stay in your clinical system. Health data is not written into the CRM, and which field belongs where is agreed at setup so the screens follow that line.
Privacy notice and consent records
The form shows a privacy notice and the consent is recorded. If a health question is unavoidable, explicit consent is captured separately. The consent record also governs which messages may be sent.
Appointment and recall reminders
Appointment and recall dates trigger reminders. The wording stays informational, and the clinic approves each template before it is used.
Channel measurement
Every enquiry records the channel it came from. The monthly report shows enquiries per channel and how many became appointments, so budget decisions rest on numbers.
Migration from spreadsheets
Existing contact lists are migrated. Duplicate rows are flagged, missing numbers listed and merge rules written with you. Record counts before and after are compared.
Access and visibility
Who can see and change which field is defined at setup. Reception, clinicians and management use the same record through different views, and access is logged.
How the set-up runs
- 01
Discovery (1 week)
We map enquiry channels, the reception flow and current systems, and write down which field belongs in the CRM and which in the clinical record.
- 02
Migration and wording
Contact lists are migrated and duplicates flagged. The privacy notice, consent flow and reminder templates are prepared.
- 03
Build and connections
Assignment rules, channel connections, reminders and access rules are set up, with a short walkthrough for the team.
- 04
Launch and measure
The system goes live. After the first month we report enquiries per channel and how many became appointments. The first live flow opens in four to eight weeks.
Clinic CRM implementation
- Phone, WhatsApp and form enquiries in one list
- Assignment rules and alerts for waiting enquiries
- Privacy notice, explicit consent and consent records
- Appointment and recall reminder templates
- Enquiries per channel and appointment conversion
- Migration of contact lists from spreadsheets
Pricing is given after the discovery call, once the scope is clear.
Products used in this build
CRM and customer management
The customer record gathers in one place: duplicates merge, required fields are defined, the report comes out on its own.
Online booking and scheduling
Online booking for clinics, salons and hotels; reminders and cancellation handling close the empty slot.
WhatsApp Business integration
Notifications, order tracking and customer conversations gather in the business account; the history stays with the company.
Terms used on this page
- Clinic CRM
- A system holding a clinic's enquiries, contact history and follow-up scheduling; it does not replace the clinical record.
- Special category data
- Personal data such as health information, which may only be processed under stricter conditions.
- Privacy notice
- The text shown on a form explaining why personal data is collected and who it is shared with.
- Enquiry record
- The record of when a patient enquired, through which channel and about what.
- Recall reminder
- An informational message telling a patient that a follow-up appointment is due.
clinic CRMFrequently asked questions
No. Consultation notes, diagnoses and treatment details stay in your clinical system. The CRM holds the enquiry process and contact history only, and health data is kept out of it.
Health data is a special category with stricter conditions. Keeping it out of the enquiry flow avoids carrying that risk unnecessarily. Where a health question is unavoidable, explicit consent and a privacy notice are captured and recorded.
No. Your clinical software stays. The CRM runs alongside it, and which field is held where is written down at setup.
The clinic. Wording stays informational and every template is approved before use, which also fits advertising rules for healthcare.
Yes. Each enquiry records its channel, and the monthly report shows enquiries per channel with how many became appointments.
They share one record through different views. Who can see and change which field is defined at setup, and access is logged.
Yes. Contact lists are migrated with duplicates flagged and missing numbers listed, and record counts are compared before and after.
The first live flow opens in four to eight weeks, depending on channels, the list to migrate and the access rules. Your own timeline is written in the discovery report.
Other sectors
The process first, the proposal after
In a short discovery call we map the process together and tell you plainly whether it is worth automating. If it is not, we say that too.
30 minutes · no preparation needed
