Prospective patient CRM and source tracking
Every inquiry that arrives by phone, web form, message or ad is recorded with its source, assigned to a person and timed for its first response. When the prospect becomes an appointment, a treatment and a payment, the source travels with them, so you can see which channel actually brings patients instead of guessing.
An inquiry is recorded whichever channel it comes from
The prospect card holds the source, campaign, UTM tag, caller number, assignee and first response time together.
- Web
- Inquiries from website forms receive their UTM tags, campaign and page information automatically.
- Phone
- On an incoming call the caller's number is attached to the record. With a phone system connected, a missed call becomes a prospect or a task right away.
- Messages
- Requests that arrive by SMS, WhatsApp and in-app messages become prospects together with their conversation history.
- Ads
- Inquiries from ad campaigns are tagged with the campaign name, so conversion can be read per campaign.
- Referrals
- Referrals from patients or physicians are recorded under the referrer's name.
- Manual entry
- The front desk or call center adds a walk-in or verbal request by hand, and the source is still a required choice.
A prospect's path from first contact to payment
An inquiry enters the record with its source, is assigned to a person in the new status and gets a first contact. If the prospect cannot be reached, a callback task tied to the SLA is opened. After evaluation the prospect moves on to an appointment or closes with a loss reason. After the visit a treatment plan and quote are prepared, the payment is collected and it is linked back to the original source.
Attribution report
The payment is tied back to the lead's original source; conversion per source and campaign becomes visible.
- The process is complete here.
- Patient
- A. Yılmaz
- Status
- Treatment plan ready
The names, times and records on the screen are examples.
All steps
- 01 Source (Source) An enquiry arrives from web, phone, message, ads or a referral; UTM and caller number are written to the record.
- 02 New (CRM) The lead opens in the new state with its source and is assigned to an owner.
- 03 Reached (CRM) First contact is made; first-response time is measured.
- 04 Remote pre-assessment (CRM) The coordinator runs a remote pre-assessment on the documents and messages the lead sends.
- 05 Appointment (Clinic) An appointment is booked from the calendar for the lead; a confirmation message is prepared.
- 06 Visit (Clinic) The lead attends; after duplicate checking a patient record is opened and the history is kept.
- 07 Foreign-currency quote and deposit (Clinic) The quote is shown in the original currency with the rate source and time; the deposit is recorded.
- 08 Payment (Finance) A payment or deposit is taken; the amount is posted to the patient ledger.
- 09 Attribution report (CRM) The payment is tied back to the lead's original source; conversion per source and campaign becomes visible.
Alternative path from 02 New; it returns to the main flow at 03 Reached.
- 02a Unreachable (CRM) The lead does not answer; the first-response timer keeps running.
- 02b Callback task (CRM) An SLA-linked callback task is assigned to the owner; once the lead is reached the flow rejoins the main path.
Alternative path from 04 Remote pre-assessment; the process ends on this path.
- 04a Lost (CRM) The lead does not proceed; the loss reason (price, another clinic, no reply, timing) is recorded. Losses are reported by source too.
09 Attribution report
Response time is tracked and unreached prospects are called again
A prospect who is not reached while still interested is easily lost. HekimBis lets you set a target for the first response and warns the assignee when it is exceeded.
A callback task is opened for a prospect who could not be reached, assigned to a person and timed. A message left unanswered during the day or a form no one has replied to appears in someone's task list, so nobody has to remember the list.
When a prospect is lost, the reason is recorded: price, another clinic, no reply or timing. At the end of the month you know not only how many were lost but why.
Before a commercial message is sent to a prospect, the channel consent check and, where required, the İYS check are applied.
The pipeline is set up in your clinic's own words
Prospect records move through six basic statuses. Your clinic can add its own stages and name the statuses in its own words.
- New
- The inquiry is recorded and assigned to a person.
- Reached
- The first conversation has taken place, and the notes and next step are recorded.
- Evaluating
- The prospect is deciding, and a quote, information or another call may be pending.
- Appointment
- An appointment has been booked for the prospect and entered in the calendar.
- Won
- The prospect has visited, passed the duplicate check, become a patient record and approved a treatment plan.
- Lost
- The prospect closes with a loss reason, which appears in reports by source and campaign.
A prospect record does not replace the patient card. When the visit happens the prospect becomes a patient record, and the source, notes and conversation history are kept.
You can see what your marketing spend returns
Many clinics spend on ads, social media and phone traffic but measure the result only by how many appointments came in. The real question is which source led to an appointment, which appointment to a treatment and which treatment to a payment.
The prospect record is not kept in a separate sheet but in the same system as the patient record. Source and campaign details stay linked to the appointment, visit, treatment plan and payment, and if you enter the ad cost, cost and return appear side by side per campaign.
Frequently asked questions
What is the difference between a prospect and a patient?
A prospect is someone who has not visited yet and has no clinical record. When the visit happens, the prospect passes the duplicate check and becomes a patient record, keeping the source, notes and conversation history.
Can I change the pipeline statuses?
Yes. New, reached, evaluating, appointment, won and lost are the basic statuses, and your organization can add its own stages. Basic tracking is in every plan; the full pipeline, attribution and SLA management are in Pro and Clinic, and the central call center is in Clinic.
Can I measure the return on my ad spend?
Source and campaign details are kept on the prospect record and linked to the appointment, visit, treatment plan and payment, so conversion and revenue can be read per campaign. If you enter the ad cost, a cost-versus-return comparison is built as well.
Do phone calls automatically become prospects?
With a phone system connected, an incoming call is matched with the caller's number, and a missed call is recorded as a prospect or a task. The phone system connection is described in the integrations section.
How do I manage health tourism inquiries?
For an international prospect the preferred language, country, time zone and currency are on record. The quote is prepared in a foreign currency and the deposit is tracked. The details are on the health tourism page.
Who can see prospect data?
Prospect records are visible according to role and branch scope, and roles such as the call center see only the fields they need. Every read and change is written to the audit trail.
How are commercial messages sent to a prospect?
Operational messages such as appointment confirmations and replies are classified separately from commercial ones. Before a commercial message is sent, channel consent and, where required, the İYS check are applied, and without consent nothing is sent. The details are on the patient communication page.
How are prospects distributed across several branches?
The Clinic plan includes a central call center and branch distribution: a prospect is assigned to the right branch and person, with the handover and note history preserved. Role and branch scope decide who sees which prospect.
How is the first response time measured?
The time between the moment an inquiry is recorded and the first contact with the prospect is measured. Your clinic can set a target, and the assignee is warned when it is exceeded.
How does a prospect record connect to an appointment and a payment?
When an appointment is booked for a prospect, the pipeline status moves to appointment and a confirmation message is prepared. After the visit the prospect becomes a patient record, and the treatment plan and payment are linked back to the original source.
Keep reading
Related pages
Features
- Appointments and calendarPhysician, room, and device calendars with a waitlist and double-booking checks.
- Front desk and check-inArrival logging, QR or kiosk check-in, waiting room status, and delay estimates.
- TelehealthRemote visits with a waiting room, physician admission, and a linked visit record.
Specialties
Solutions and process
Software guides
Integrations