Patient CRM

The Patient CRM (Customer Relationship Management) module helps you build and maintain relationships with patients beyond clinical encounters. It supports...

2026-02-01 · 4 min

Manual area

People

Coverage

5 sections

Operator notes

2 implementation notes

Overview

The Patient CRM (Customer Relationship Management) module helps you build and maintain relationships with patients beyond clinical encounters. It supports follow-up campaigns, birthday wishes, health camp promotions, feedback collection, and referral tracking.

Patient Segmentation

Segment your patient base for targeted communication:

By demographics: Age group, gender, location.
By condition: Diabetes, hypertension, asthma (based on diagnosis history).
By service: OPD patients, IPD patients, surgery patients, health checkup patients.
By activity: Active (visited in last 6 months), Inactive (no visit in 6-12 months), Lost (no visit in 12+ months).
By revenue: High-value, medium-value, new patients.
Custom segments based on any combination of filters.

Campaigns

Run communication campaigns:

Automated: Birthday wishes, appointment reminders, follow-up reminders, lab result notifications.
Scheduled: Health awareness campaigns (Diabetes Day, Heart Month), seasonal flu vaccination drives, health camp invitations.
Ad-hoc: New service announcements, schedule changes, festival greetings.

Campaigns can be sent via SMS, WhatsApp, or email. Templates are customisable with patient name and other personalisation tokens.

Feedback & Reviews

Collect and manage patient feedback:

Post-visit feedback: Auto-send a short survey after OPD/IPD discharge.
NPS (Net Promoter Score) tracking.
Google Review prompts for satisfied patients.
Complaint management: Negative feedback auto-creates a ticket for follow-up.
Feedback analytics: Trends by department, doctor, and service.

Referral Tracking

Track patient referral sources:

How did you hear about us? captured during registration.
Doctor referral tracking: Which referring doctors send the most patients.
Patient referral program: Track patients who refer friends/family.
Campaign attribution: Link new registrations to specific campaigns.
ROI analysis: Revenue generated per referral source and campaign.

Notes

Tip

Start with automated birthday wishes and follow-up reminders -- these two campaigns alone significantly improve patient retention.

Clinic tip

Solo doctors should enable the Inactive Patient Alert to identify patients who haven't visited in 6+ months for chronic conditions like diabetes or hypertension.

Staff Management

The Staff Management module maintains comprehensive employee records including personal details, qualifications, credentials, attendance, leave management, and...

Staff Messaging

The Staff Messaging module provides secure internal communication between hospital staff. Unlike personal messaging apps, messages sent through Bio Ecko are...