1. Why WhatsApp Communication is Important for Hospitals

WhatsApp is widely used by patients across age groups, making it a powerful channel to:

• Send appointment confirmations and reminders

• Share reports or secure health links

• Answer patient queries and share instructions

• Promote health checkups or service announcements

• Build trust through personalized, timely messages

Compared to SMS or email, WhatsApp offers better visibility, multimedia options, and two-way communication.

2. Use Cases for WhatsApp in Hospitals

• Automated Appointment Reminders

• Doctor Availability Updates

• Report Delivery (PDF/Link-based)

• Health Campaign Invitations (Camps, Webinars)

• Discharge Follow-up Instructions

• Feedback Collection After Visit

• Patient Education Videos or Infographics

• 24x7 Chatbot or Live Agent Support

3. How to Choose a WhatsApp Communication Vendor

• Vendor must be a WhatsApp Business API Partner (not just app-based)

• Should offer automation, chatbots, and CRM integration

• Look for features like template approval, language support, and image/video sharing

• Ensure platform allows bulk messaging, broadcast, and response tracking

• Ask for healthcare experience and sample use cases

• Verify data security, HIPAA/NABH/NDHM compliance

4. What to Include in the Agreement

• Total monthly messaging quota (number of conversations or messages)

• Type of messages allowed (appointment, promotions, reports, chatbot)

• API integration scope (EMR, CRM, call center)

• Response time and support availability

• Pricing: Per conversation, template, and additional charges

• Access to dashboard, reports, and message history

• Template approval support with WhatsApp/Meta

• Patient data privacy and consent agreement

5. Budget Planning for WhatsApp Messaging

• Official WhatsApp Business API Charges (India):
  ₹0.30–₹0.80 per conversation (varies by category: utility, marketing, etc.)

• Monthly Platform Fee: ₹2,000–₹10,000 for dashboard, automation, and support

• Add-ons:

  • Chatbot setup: ₹5,000–₹25,000 one-time

  • CRM or EMR integration: ₹10,000–₹50,000 based on complexity

Hospitals with large patient bases often benefit from customized plans and automation bundles.

6. Best Practices for WhatsApp Patient Communication

• Use approved message templates for promotional content

• Always collect patient consent before initiating WhatsApp contact

• Maintain a friendly, human tone with clear language

• Use hospital branding in profile and messages

• Schedule messages at appropriate hours (avoid late-night spam)

• Monitor open rates, replies, and service feedback regularly

• Train your front office or call center staff to use the platform responsibly