From the first enquiry to the follow-up and the referral, on one platform
Office24by7 runs the whole patient-acquisition and engagement lifecycle on a single record — campaign spend, every conversation, the appointment, the estimate, the bill, the complaint, the recall and the referral. Nothing is lost between marketing, the front desk and the clinic — and it stays alongside your HIS, never inside the clinical record.
Multi-specialty hospitals · single-specialty & elective chains · diagnostics & labs · clinics & polyclinics · dental, eye, IVF, derma and dialysis
DPDP compliant, with India-only data residency · health information handled as sensitive personal data · works alongside your existing HIS / EMR / LIS
One record per patient, moving through the funnel — the same journey the fourteen steps below describe. Illustrative data.
One platform, tuned to your kind of provider
The lifecycle is the same; what changes is the specialty, the payment route and the language. Here is what shifts for each.
Multi-specialty hospitals & groups
Many departments and locations at scale, role-based access per unit, and one funnel and one report across every specialty.
Single-specialty & elective chains
IVF, ortho, cardiac, eye, dental and cosmetic: estimate-led counselling, procedure packages, and a validity clock on every quote.
Diagnostics & pathology labs
High-velocity enquiries, home-collection scheduling, report delivery on consent, and health-package renewals that compound.
Clinics & polyclinics
Fast OPD booking, no-show recovery, and recall for follow-ups and annual checks — without a spreadsheet at the front desk.
Three places every hospital loses patients and money
Spend you cannot trace to a patient
The hoarding, the newspaper insert, the health camp and the aggregator listing all produced enquiries. Nobody can say which produced treated patients, so the same budget gets repeated next quarter on faith.
A front desk buried in calls nobody logged
Missed calls at lunch, after-hours enquiries lost, no-shows nobody rebooked — while a serious patient waits two days for a call back and books at the hospital down the road.
Everything after the appointment run on memory
Reports chased over WhatsApp. Follow-ups that depend on someone remembering. Annual health checks assumed rather than recalled. The happiest patient in the building never asked for a referral.
One connected flow: Marketing → Pre-sales → Sales → Post-sales
Four phases on one record, with two layers woven through every one of them — Communication and Support — and a loop that feeds the next Marketing cycle.
Marketing
Get enquiries in — tracked, and clean · Steps 1–3
Your field, camp and BD team gathers prospective-patient data from outside the hospital — health-check camps, corporate & CSR tie-ups, screening drives and the referring-doctor network. Every record is de-duplicated and validated, then assigned to the call centre for outbound calling — an appointment invite or a health-check reminder. The camp, the corporate and the referring doctor are stamped on each record, so outreach productivity and cost per acquired patient are measured per camp, per corporate and per referring doctor. It coordinates — it never gives clinical advice.
Pre-sales
Qualify and route into a real appointment · Steps 4–6
Sales
Convert the enquiry into a treated patient · Steps 7–11
Post-sales
Keep them, recall them, and be referred · Steps 12–14
Tap any step to see how it works. The handover is the completed visit — the record changes role, not hands.
What each step actually does
Fourteen steps across the four phases. Click any step to expand it — or open one straight from the flow above.
Marketing
Get enquiries in — tracked, and clean · Steps 1–3
1Attract and track
Every campaign, every camp and every referring doctor gets its own way in — a tracking number, a QR code, a coded link or a vanity keyword. A hoarding near the catchment gets its own number so the location can be judged. A health camp gets its own QR so the venue can be judged. Digital spend arrives by API; print, outdoor and camp spend is entered against the order. And Marketing runs two ways: inbound enquiries that come to you, and outbound outreach where your field, camp and BD team gathers data from outside — health-check camps, corporate & CSR tie-ups, screening drives and the referring-doctor network. Inbound or outbound, every source is tracked before a rupee is spent.
- ✓Campaign, placement and creative structure, so reporting goes deeper than ‘Google is working’
- ✓Tracking-number pools, dynamic QR codes you can repoint without reprinting, coded short links
- ✓Outreach tracked per camp, per corporate and per referring doctor — field effort is measured, not guessed
- ✓Spend against results per placement — cost per enquiry the same week the campaign runs
2Capture everything, in one place
Web forms, missed calls, IVR, WhatsApp, QR scans, walk-in register, camp mobile capture, bulk uploads, aggregator handoffs and referring-doctor submissions all land in one inbox with the source stamped on arrival. This is where the two flows meet: inbound enquiries arrive on their own, and the outbound lists your outreach team collects at camps and corporates are uploaded in bulk, de-duplicated against existing records, validated, and assigned to the call centre for outbound calling — an appointment invite or a health-check reminder — through the same inbox and the same gate.
- ✓Missed calls become enquiries with a callback task and an acknowledgement message
- ✓Camp and field capture works on mobile, including where the network does not
- ✓Outreach-collected data uploaded, de-duped and assigned to the call centre for outbound calls
- ✓Source is locked at creation, so a later click can never erase the campaign that started it
3Validate before anyone spends time
A gate at entry checks completeness, number format and duplicates. What fails goes to a correction queue owned by the person who supplied it, not to the desk that has to work it. Repeat visits and family members are linked rather than duplicated.
- ✓Junk and incomplete rows never enter the funnel
- ✓Duplicate merge and family linking, so one patient is one record across visits
- ✓Data quality by source becomes visible, which changes vendor and camp conversations
Pre-sales
Qualify and route into a real appointment · Steps 4–6
4Qualify at the front desk
A verification call captures what routing needs before a coordinator or doctor is involved: the reason for the visit as the patient describes it, the specialty and location needed, urgency, the payment or insurance route, and the preferred doctor and language. This is care coordination, not clinical assessment — the doctor makes every clinical call.
- ✓The essentials captured once — qualified is a checklist, not an opinion
- ✓A fixed disposition list, a reachability ladder across calling windows, and recordings on every call
- ✓Every ‘not now’ exits to a named resting state with a recall date — treated elsewhere, deferred, cost concern, out of network
5Assign the right coordinator
Routing on specialty, doctor, location, language and current load, so the patient speaks to someone who can actually help them, in the language they prefer.
- ✓Coordinator 360 view opens with the reason, the recording and the payment route already on it
- ✓No patient is asked the same questions twice
- ✓Load balancing that holds up in an OPD rush
6Counsel and schedule
The coordinator explains options, shares an indicative estimate for an elective, and sets out the preparation. For procedures, counselling and cost sit here. Objections and concerns are logged against a fixed list so patterns become visible instead of anecdotal.
- ✓In-person, phone or video, with reminders to everyone who needs them
- ✓Objection intelligence: which concerns — cost, timing, second opinion — cost you the most patients
- ✓A dated next step before the record can be left alone
Sales
Convert the enquiry into a treated patient · Steps 7–11
7Run the appointment as an event
Booked, reminded, hosted, attended, followed up. The measure is appointments that happened, not appointments booked — because a booked slot nobody chased is how the funnel flatters itself.
- ✓Slot booking with doctor allocation and arrival marking
- ✓Same-day call and rebook on a no-show
- ✓Post-visit feedback captured while it is still fresh
8Investigations and pre-authorisation without the chasing
Tests, documents and insurance pre-authorisation run as a workflow that holds the estimate until the file is complete. The chasing is done by cadence, not by a person remembering.
- ✓Pending-document and pre-auth reminders with an upload link, on the channel the patient uses
- ✓Status per document and per approval, with remarks and re-upload requests
- ✓Payment or insurance route captured as a field, because cash, TPA and corporate routes behave differently
9Consult and treatment plan
The doctor consults and, for a procedure, sets a treatment plan and an estimate. The platform carries the plan, the estimate and the consent form — it never proposes a diagnosis or a treatment. A clinician decides, and the trail shows who.
- ✓Estimate built from your package and tariff, with the evidence attached
- ✓Consent forms captured and versioned against the plan
- ✓No automated clinical decision of any kind — the AI drafts paperwork, a doctor decides care
10Approval, concession and payment
The estimate carries a validity clock. Concessions route through an approval matrix with a full audit trail. Payment and advance links go on every touch. When validity expires, the slot releases and a follow-up opens instead of the record sitting blocked.
- ✓Concession approval with amount, reason, approver and decision recorded
- ✓Estimate-chase cadence to the patient and attender before expiry
- ✓Slot capacity and waitlist, so a full list redirects demand instead of wasting it
11Treated — the same record, converted
The completed visit or admission is the handover. The enquiry becomes a patient episode in place: contacts, consents, documents and the entire conversation history carry forward, and the episode is written back to your HIS so nobody types it twice.
- ✓Zero re-keying between the front desk and the clinical system
- ✓Source ROI closed out — cost per acquired patient by campaign, camp, portal or referring doctor
Post-sales
Keep them, recall them, and be referred · Steps 12–14
12Onboard, bill and serve
Admission and discharge checklists with owners and due dates. Estimates reconciled against final bills. Payment schedules with reminders and a human escalation ladder. A service desk with categories, an SLA clock and escalation to the duty manager and department head.
- ✓Pre-due reminder, due-day message, then coordinator, duty manager, department head, management — each with an owner and a window
- ✓Receipts on every payment, part payments supported, refunds against a published rule
- ✓Patient complaints stop dying in WhatsApp groups and start carrying a clock
13See the drop-off coming
No-show trend, missed follow-ups, unpaid bills and open complaints combine into one risk band that always shows its reasons. This is an engagement signal, not a clinical prediction. A recall cadence attaches to it: coordinator call, reminder, re-booking, a check-in from the desk.
- ✓Risk with reasons, never a bare number — and never a clinical forecast
- ✓The intervention and its outcome recorded, so you learn what actually brings a patient back
- ✓Management sees how many patients are lapsing and what is being done about each one
14Recall, then be referred
The next health check is recalled, not assumed — a recall pipeline with owners and stages opens before it is due. Family members arrive through the family link with data pre-filled. Corporate and insurance panels stay worked. Every referral carries attribution back to the doctor or family that sent it.
- ✓Missed-recall reasons captured, so the pattern is fixable
- ✓Family, corporate and referring-doctor pipelines worked deliberately rather than by luck
- ✓Referral cost per acquired patient — almost always the lowest number on your marketing report
Even the health camp can be measured
… provided the tracking asset — a code, a number, a QR — is on the creative before it goes out.
| Group | Sources | How each is tracked |
|---|---|---|
| Paid digital and social | Meta, Google, YouTube, regional platforms, influencers | Lead payloads with campaign, ad set and creative IDs; coded links; click-to-WhatsApp reference codes |
| Organic and owned | Search, website, Google Business Profile per location, WhatsApp, email, SMS, RCS, push | Tracking numbers on each profile, coded links per send, form-to-campaign mapping |
| Health portals and aggregators | Appointment and listing portals, insurance and corporate networks | One lead endpoint and one tracking number per portal, contract or commission recorded as spend |
| Print and broadcast | Newspaper display and insert, magazine, TV, radio, cinema | A tracking number and QR unique to the publication, edition, channel or slot; a spoken keyword for radio |
| Outdoor and local | Hoardings, bus and auto branding, clinic-front signage, pamphlets in the catchment | One number and one QR per site or distribution zone — so the location itself is the campaign |
| Camps and events | Health-check camps, corporate and CSR tie-ups, society activations, screening drives | Camp or venue as the placement; footfall, tests and conversions measured per camp |
| Referrals | Referring doctors, patient referral, corporate empanelment, staff referral | Referral codes and links with attribution to the referring doctor or family; a doctor portal that recognises treated patients only |
Three rules the page states plainly
- One tracking asset per creative per placement. A number reused across two camps measures nothing.
- Source is locked when the enquiry is created. Later touches are recorded as assisting, never as replacements — otherwise awareness media gets written off for work it did.
- What cannot be tracked directly is reported as modelled contribution, in a separate column, clearly labelled as an estimate.
The trap this catches: a camp or referring doctor with the lowest cost per enquiry and the highest cost per treated patient is the most expensive source you have — and usually the one being scaled.
Built on Lead Tracker, Visitor Tracker and Digital Marketing.
One layer, every channel your patients use
The Communication layer runs across Marketing, Pre-sales, Sales and Post-sales — both ways. It sends (campaigns, reminders, the appointment-and-estimate chase, receipts and reports on consent) and it answers (the conversational bots below), all on the same channels, opt-in and DLT-compliant by default.
The conversational front line
Voice bot for the calls you miss
After-hours and missed calls are answered, and appointment and health-camp reminder sweeps run at scale — in the patient’s language. It always says it is automated, and it never gives clinical advice.
- ✓Missed-call and after-hours enquiries answered and logged, source stamped on arrival
- ✓Appointment, report-ready and health-check reminders dialled at scale
- ✓Speaks Hindi, Telugu, Tamil, Kannada, Marathi and more — the patient chooses
- ✓Every call recorded, transcribed and summarised onto the record
Hands to the front desk the instant anything clinical, urgent or an emergency comes up.
Explore the Voice bot →WhatsApp bot that follows the rulebook
The channel patients actually read. Opt-in enforced, approved templates and session windows honoured — with appointment buttons, document uploads, payment links and reports on consent in the thread, and a coordinator able to take over mid-conversation.
- ✓Click-to-WhatsApp campaign references captured for attribution
- ✓Appointment booking, prep instructions and reminders with confirm buttons
- ✓Document upload, pre-auth and payment completed inside the chat
- ✓Reports and receipts delivered on request, with consent
Your coordinator takes over the same thread without losing a word of history.
Explore the WhatsApp bot →Chat bot grounded in your own content
On your website, answering from your approved services, doctors and prices — not invented, and never clinical. It captures the enquiry inside the conversation and passes a full transcript to the front desk when it should.
- ✓Answers grounded in your approved services, doctors and prices, with the source shown
- ✓Captures name, department and contact without a separate form
- ✓Knows live doctor availability and slots from the record
- ✓Books the appointment and takes the document upload in the chat
Escalates to the front desk with the whole transcript attached — the patient never repeats themselves.
Explore the Chat bot →Used at every phase — capture and campaigns in Marketing, reminders and calls in Pre-sales, the appointment-and-estimate chase in Sales, and the service bot in Post-sales. Cloud telephony with tracking-number pools, click-to-call, missed-call capture and voice broadcasting sit behind it. See Omnichannel Communication.
A service desk that carries a clock
A question at enquiry, a report query during a visit, a bill or insurance issue after — every request from any phase becomes a ticket with a category, an owner and an SLA, and a clear escalation ladder when it needs to move. Complaints stop dying in WhatsApp groups.
- ✓Categories, priorities and owners on every request — nothing stays a loose message
- ✓An SLA clock on each ticket, with breach alerts before it is too late
- ✓A patient-visible status portal, so ‘where is my report / refund / approval?’ answers itself
- ✓The WhatsApp service bot deflects reports, bills and routine requests first
- ✓CSAT and feedback captured on resolution, so service quality is measured, not assumed
- ✓A knowledge base the bot and the desk answer from — one source of truth
Escalation runs help desk → care coordinator → duty manager → department head → management — each with an owner and a window. Runs on Ticketing with a Patient Portal.
AI that proposes. Your clinicians and staff who decide.
AI is one of the three layers woven through the flow — it assists at ten of the fourteen steps, flagged with the AI marker above. Communication and Support are the other two, each with its own section. It reads and writes the busywork and tells you what is coming — and it never diagnoses, advises or triages clinically.
Comprehension — the busywork, read and written for you
The reading, typing and matching that used to eat a coordinator’s day.
Document intelligence
Insurance cards, IDs and prior reports are read the moment they are uploaded — fields extracted, name and date of birth checked against the enquiry, expiry and blur flagged. The file completes faster and the coordinator verifies instead of typing. It reads paperwork; it never reads a scan for a diagnosis.
Call summaries and disposition
Every coordination call is transcribed, summarised and its disposition drafted — concerns tagged against your fixed list and the next step proposed. After-call typing drops, and call quality is scored against your own scorecard rather than sampled by hand.
A copilot for the coordinator
A coordinator asks in plain language — the package price for a procedure, a doctor’s next slot, the prep for a scan — and gets an answer grounded in your approved content and the live record, with the source shown. It drafts the reply; the coordinator sends it. It never answers a clinical question.
Duplicate and family resolution
Fuzzy matching links repeat visits, family members and re-submissions into one record instead of four rows — so spend is never double-counted and one family is never worked by three desks at once.
Foresight — analytics that say why
Never a bare number, and never a clinical forecast. Every score and forecast shows the factors behind it.
Campaign suggestions and ROI
Cost per acquired patient is computed for every placement — campaign, camp, portal or referring doctor — not estimated. From it the system proposes next quarter’s moves: scale the camps that convert, cut the source with the lowest cost per enquiry but the highest cost per treated patient. It recommends the budget shift with the numbers behind it; your marketing head signs off.
Enquiry scoring, with reasons
Each enquiry carries a score and the factors behind it — source quality, urgency as described, engagement, payment route — so the desk works the right rows first and can see why. The score is a signal for a person, never an automatic accept, reject or triage.
Footfall and collection forecasts
Where the month’s footfall will land, and how much of what you have billed — cash and TPA — will actually arrive, each with a confidence band, so a shortfall is visible in week two, not discovered at month-end.
No-show and drop-off risk, with its factors
No-show trend, missed follow-ups, unpaid bills and open complaints combine into one engagement risk band that always shows its reasons, and a recall cadence attaches before the patient lapses. It flags disengagement, never a health outcome.
Complaint and feedback themes
Service tickets and feedback are clustered on their own, so a systemic problem — a long wait at one location, a billing dispute, a recurring concern that costs patients — surfaces instead of hiding in a thousand threads.
What the AI layer never does
The AI layer never diagnose, advise on treatment, triage a patient clinically, decide a medication or an eligibility, present itself as a clinician or a human, treat an internal score as anything more than an engagement signal, or make a medical claim your hospital cannot evidence. Every automated output records the model that produced it and the data it was grounded on. For a healthcare buyer, stated limits build more confidence than stated capability. See the AI Intelligence Layer and AI Studio.
It works with what you already run
Your HIS / EMR / LIS
Appointment, order and outcome signals in; enquiry, coordination and billing-adjacent data out. Your clinical records, orders and prescriptions stay exactly where they are.
Advertising platforms
Meta and Google lead capture and spend in; qualified and treated events pushed back so the platforms optimise for patients instead of form fills.
Communication
Cloud telephony and tracking-number pools, WhatsApp Business, DLT-registered SMS, RCS, email and push.
Response capture
Website forms and landing pages, dynamic QR and short links, chat, camp self-registration, field mobile app, referring-doctor portal.
Money and insurance
Payment gateway for advance and bill links; TPA and insurance pre-auth handover; accounting handover for media invoices and collections.
Anything else
Open API and webhooks, so a source or system with no native connector still lands in the same funnel.
See all integrations, browse the marketplace, or build your own on the open API.
More than a CRM that stops at the appointment
| What matters | Office24by7 for Healthcare | A generic clinic CRM |
|---|---|---|
| Continues after the visit | Billing-adjacent workflow, service, recall, renewal and referral on the same record | Stops at the appointment — a separate system runs the rest |
| Marketing spend | Attached to the record — cost per acquired patient is computed | No attribution — ROI stays a guess |
| Built for health data | DPDP alignment, consent and frequency caps by default | Generic consent, compliance bolted on |
| AI | Proposes; your clinicians and staff decide — it never diagnoses, and every output is evidenced | Black-box scores with no audit trail |
| Your data | Stays with the hospital when a coordinator leaves | Often tied to the vendor or the individual |
Priced to start small and grow with you
Priced per location and by the modules you switch on. Begin with a single-location pilot, then expand location by location.
One location, one specialty
- Core funnel & capture
- AI qualification at the front desk
- Your five numbers baselined
Multi-location, full lifecycle
- Everything in Pilot
- AI layer, campaign ROI & forecasts
- Integrations & service desk
Hospital group or chain
- Everything in Growth
- SSO & advanced security
- Custom apps & dedicated success
Indicative packaging — final pricing is shared after a short scoping call. See plans, estimate your ROI, or talk to sales.
Built for hospitals, and for sensitive health data
Data residency
Your data stays in India, with retention and erasure handling aligned to the DPDP Act 2023.
Health data as sensitive personal data
Patient health information is handled as sensitive personal data. Consent for marketing is recorded as evidence — purpose, channel, timestamp and withdrawal — and reports are shared only on the patient’s verified consent.
Channel compliance
DLT-registered SMS templates, WhatsApp opt-in and template approval, unsubscribe honoured, and a single suppression list respected across every channel.
Frequency discipline
Caps applied across call, WhatsApp, SMS and email together, so one patient is never hit by four systems in a day.
Access control
Scoped by location, department and role. A department head sees their department. Agencies see their own placements and never your patient data.
Records stay yours
The hospital’s data stays with the hospital when a coordinator or field representative leaves.
Governed on the Security & Access layer — India residency, DPDP alignment and role-based control by default.
What you will measure from week one
Appointments attended, not just booked
Bills and advances collected on time
Cost per acquired patient by source, camp and referring doctor
Health-check recalls secured before they lapse
Ask us for a reference call with a hospital like yours — and we baseline your own five numbers on one location in week one, so every figure here is measured, not asserted.
Four questions every hospital should be able to answer in ten seconds
What did each acquired patient cost us, by source, campaign, camp and referring doctor?
How much of what we billed have we actually collected, cash and TPA together?
How many patients are we about to lose to no-shows and missed follow-ups, and what is being done?
How much of next quarter is already secured — health-check recalls, packages and referrals?
If answering any of these takes a week of reconciliation, the problem is not reporting. It is that the four answers live in four places.
The questions that decide a healthcare deal
No. Your HIS and EMR keep clinical records, orders, prescriptions and outcomes. Office24by7 owns the enquiries, conversations, appointments, billing-adjacent workflow, service and lifecycle around them, and integrates both ways so nothing is entered twice.
Two things. The record continues after the visit — billing-adjacent workflow, service, recall, renewal and referral run on the same record rather than a separate system. And marketing spend is attached to it, so cost per acquired patient by placement is computed rather than estimated.
Health information is handled as sensitive personal data under the DPDP Act 2023. Consent for marketing is recorded as evidence, access is scoped by role and department, and reports are shared only on the patient’s verified consent.
No. The bots and the AI layer never diagnose, advise on treatment or triage clinically. They coordinate — booking, reminders, reports on consent, payments — and hand any clinical question to your staff immediately.
Yes, when the tracking asset is on the creative — a unique code, number or QR per camp, portal or referring doctor. Cost per acquired patient is then computed per source, and what cannot be tracked directly is reported separately as modelled contribution.
A focused pilot on one location and one specialty, with your five key numbers baselined in the first week so the result is measured rather than asserted.
Download the 14-step Healthcare playbook
The full patient-acquisition & engagement lifecycle — the two Marketing flows, the outreach engine, footfall & collection forecasts, and the AI, Communication & Support layers. Tell us where to send it, or book a walkthrough.
Priced per location and by the modules you switch on — see plans or talk to sales.
Start with one location and one specialty
We baseline your five numbers in week one, run the flow end to end at a single location, and show you the difference against your own starting point — not against a case study.