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Glossary

Patient CRM

Definition

A patient CRM is software in which a clinic or health-tourism agency manages enquiries, patients, quotes, appointments and follow-ups in one place. It handles the relationship, not the medical record.

What is a patient CRM for?

In many clinics, enquiries are scattered across WhatsApp, e-mail, a spreadsheet and the coordinator's memory. A patient CRM brings order to that: every enquiry becomes a contact and a case, and who is handling it, when the patient was last contacted and what happens next are visible to the whole team.

A CRM manages the relationship and the operations around it. It is not a hospital information system or an electronic health record holding diagnoses, examination notes or prescriptions. The two sit side by side: clinical records stay in your clinical system, while the CRM follows the patient from enquiry to quote and from appointment to aftercare.

What does a patient CRM usually include?

  • Contact records, contact details and consents
  • Cases, a pipeline and tasks
  • Response-time targets and reminders
  • Quotes, payment schedules and appointments
  • Reports by source, conversion and team member
Case board (International patients): cases in the new enquiry, contacted, assessment and quote sent stages; each card shows the patient, the case reference, the expected value and the coordinator.
The case board: each enquiry is a card in its stage, with its value, owner and an approaching response target on top.Real product screen · fictional sample data

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