1. Why a CRM is Critical for Hospitals

A robust CRM system helps hospitals:

• Capture & convert leads from call centers, websites, camps, and digital campaigns

• Manage patient relationships across the lifecycle — from inquiry to follow-up

• Improve retention & engagement through reminders, newsletters, and loyalty programs

• Centralize communication across marketing, reception, and clinical departments

• Boost revenue by improving patient experience and reactivation rates

2. Key Modules to Look For

• Lead Management: Tracks inquiries and automates follow-ups

• Appointment Scheduling: Integrated with OPD/IPD systems and call center

• Communication Suite: SMS, WhatsApp, email, and call integration

• Counseling Module: Tracks conversion post-doctor consultation with reasons for drop-offs

• Feedback Module: Collects patient reviews post-visit for continuous service improvement

• Campaign Management: Run and monitor marketing campaigns with ROI tracking

• Patient History View: Unified profile of patient interactions, appointments, and communications

3. Counseling and Feedback Integration

• Counseling Module: Capture consult outcome, conversion status, patient objections, next steps

• Scientific Tools: Use pre-designed templates, objection-handling scripts, and analytics to improve conversion

• Feedback Module: Real-time, department-wise feedback that routes issues for action and enhances service delivery

4. Integration Capabilities

Ensure CRM can:

• Integrate with EMR/HMIS for real-time appointment, billing, and clinical sync

• Connect with telephony/IVR systems for auto lead capture and missed call alerts

• Work with marketing tools like Facebook, Google Ads, and landing pages

• Push data to BI tools for analytics dashboards

5. ROI and Outcome Measurement

• Better Data Visibility: Track patient LTV (Lifetime Value), source performance, and drop-off patterns

• Conversion Tracking: From inquiry to appointment to counseling to procedure

• Increased Revenues: Higher conversion and patient loyalty via scientific engagement

• Cost Optimization: Better ROI on marketing spends through lead tracking

6. What to Ask Vendors

• Do they have hospital-specific CRM experience?

• Can they integrate with your existing HMIS or EMR?

• Do they offer support for training, customization, and upgrades?

• Is there a mobile version for counselors or outreach teams?

• What is the licensing/cost model — user-based, patient-based, or module-based?

• Do they provide dashboards and reports for management?