Patient CRM: what a clinic should track
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CRM means the clinic follows its relationship with the patient from one place: who wrote, what they wanted, whether they booked, whether they came. This article explains which records a clinic keeps and how long the data stays.
Four records are enough
A clinic's patient tracking runs on four records: the request waiting for an answer, the booked appointment, the attendance record and the follow-up of a patient who has gone quiet.
All four sit in the same panel. Patients from WhatsApp and Instagram are in the same list.
Request: the patient waiting for an answer
A price question or a request to talk to a person waits in the panel as a patient request. The card has the patient's question and a suggested reply ready.
The "Visit" line on the card shows which visit this will be for the patient and what they are coming for. The team answers with one click.
Appointment: examination, treatment, check-up
The calendar shows three types of appointment in separate colours: examination, treatment and check-up. The first visit is always an examination.
After the appointment the team answers one question: did the patient come. If the examination led to a treatment decision, the new appointment is opened from the same screen.
Follow-up: the patient who has gone quiet
The Follow-up Inbox answers one question: who do I need to write to right now. Cooling conversations, upcoming appointments and patients awaiting a decision are in separate tabs.
The message arrives as a ready draft. Someone on the team reads it, edits it and sends it.
Numbers: what is working
The Analytics screen shows how many conversations turned into appointments. Channel, hour, treatment and ad source are counted separately.
The numbers are totals; they carry no personal names. At the end of the month you get a single report.
How long data stays
Message content is deleted when the conversation closes. The appointment record is deleted 30 days after the appointment, and a patient request within 30 days at the latest.
In long-term records the patient's number is kept as an irreversible digest. Little data, a short time: that is the safe form of a patient CRM.