Patient Enquiry Follow-Up Automation
Bring patient enquiries from web forms, WhatsApp, ads and missed calls into one queue, reply promptly with approved information, collect reports and route each enquiry to the right counsellor.
- Capability:
- AI Sales & Marketing Automation
- Industry:
- Healthcare & Hospitals
Who it is for
- Head of Marketing
- Patient Relations and Counselling Manager
- International Patient Desk Lead
- Business Development Head
The problem
Hospitals receive enquiries about surgeries, treatments and health check-up packages through website forms, WhatsApp, social ads, listing sites and phone calls. Many are never followed up, get a generic reply or wait days for a cost estimate, and the patient chooses another hospital. Counsellors spend time on unqualified enquiries while serious ones wait.
Enquiries spread across channels
Forms, WhatsApp chats, ad leads and missed calls sit in different inboxes with no single owner.
Slow first response
Enquiries that arrive in the evening or on Sunday wait until staff are back, by which time the patient has moved on.
Estimate bottleneck
Patients want an indicative cost, but estimates depend on reports, insurance and room choice, and billing is busy.
No tracking to outcome
Marketing cannot tell which channels lead to consultations and admissions, so budgets follow guesswork.
What we build
We build an enquiry follow-up system that brings every patient enquiry into one CRM queue, whether it starts on the website, WhatsApp, a social ad, a listing site or a missed call. A WhatsApp assistant replies promptly in the patient's language with approved information about the department, doctors and consultation process, and collects what the counsellor needs: procedure of interest, city, payment mode or insurer, preferred dates and existing reports. It offers OPD or teleconsultation slots and sends reminders. Counsellors receive a summary with the uploaded reports and send indicative estimates prepared by billing. The assistant never gives medical opinions or promises outcomes.
- Lead capture from website forms, WhatsApp, Meta and Google ad forms, listing sites and missed-call numbers
- WhatsApp replies in English, Hindi and regional languages from an approved content library
- Structured intake of procedure interest, city, insurer or cash, preferred dates and report uploads
- OPD and teleconsultation booking with reminders
- Counsellor routing by department, language and domestic or international enquiry
- Channel-to-consultation and admission reporting for marketing
How it works
- 01CaptureEnquiries from every channel are de-duplicated by phone number and created as leads in the CRM.
- 02Screen for urgencyMessages that describe an emergency get immediate emergency guidance and a staff alert instead of an enquiry flow.
- 03Acknowledge and collectThe WhatsApp assistant replies with approved information and collects intake details and reports.
- 04Route to a counsellorQualified enquiries go to the right counsellor with a summary, and billing prepares any estimate.
- 05Book and remindThe assistant offers consultation slots, books them in the HIS and sends reminders.
- 06Track outcomesConsultations, admissions and drop-offs are recorded against the source channel.
Architecture
- Lead capture
- Website form and ad lead webhooks
- WhatsApp Business API
- Missed-call and IVR logs
- Listing site lead imports
- Conversation
- LLM assistant restricted to approved content
- Emergency phrase detection
- Secure report upload handling
- CRM and routing
- CRM lead records
- Counsellor routing rules
- Consent and opt-out registry
- Scheduling and analytics
- HIS appointment API
- Reminder scheduler
- Channel-to-admission reporting
Inputs and outputs
Inputs
- Website form and ad leads
- WhatsApp messages and missed-call logs
- Approved content on departments, doctors and packages
- Doctor schedules for consultations
- Consent and opt-out records
- Billing-approved package prices and estimate templates
Outputs
- Unified, de-duplicated enquiry queue in the CRM
- Intake summaries with uploaded reports for counsellors
- Booked consultations with reminders
- Emergency alerts to staff
- Channel-to-consultation and admission reports
Where people stay in control
Counsellors handle every qualified enquiry and send any cost estimate, which billing prepares. Clinicians review the medical content in the approved library, and the assistant hands over to staff on any clinical question.
Integrations
- CRM such as LeadSquared, Salesforce, Zoho or HubSpot
- WhatsApp Business API
- Meta and Google ad lead forms
- HIS appointment module
- Cloud telephony for missed-call numbers
Guardrails
- No medical opinions, diagnoses or outcome promises in any message
- Prices shared only from billing-approved packages or counsellor estimates
- Emergency phrases trigger emergency guidance and a staff alert
- Opt-in respected and opt-outs honoured across channels
- Patient-shared reports stored securely, with access limited to counsellors and doctors
Compliance notes
- Health information shared by enquirers handled with consent and purpose limitation under the DPDP Act 2023.
- SMS and calls follow TRAI commercial communication rules, and WhatsApp messages use approved templates with opt-in.
- Content avoids outcome claims, consistent with the medical ethics and advertising norms that apply to healthcare providers.
A typical pilot
Duration: 4 weeks
Enquiries for two or three elective services, such as orthopaedics, cataract surgery or health check-up packages, from website and WhatsApp channels.
Deliverables
- 01Approved content library for the pilot services
- 02WhatsApp assistant and CRM integration
- 03Counsellor routing and summaries
- 04Channel reporting dashboard
- 05Pilot report and roll-out plan
What we measure
- Time to first response
- Time from enquiry to first reply, compared with the month before the pilot.
- Intake completeness
- Enquiries reaching a counsellor with procedure, city, payment mode and reports captured.
- Consultations booked
- Consultations booked from pilot enquiries, tracked through the HIS.
- Counsellor feedback
- Counsellor rating of summary usefulness on a sample of handovers.
FAQs
01Will the assistant answer medical questions?
No. It shares approved information about services, doctors and processes, and passes any clinical question to a counsellor or doctor. It never comments on a patient's condition or reports.
02Can it give cost estimates?
It can share fixed package prices your billing team has approved. Estimates that depend on reports, insurance or room choice are prepared by billing and sent by the counsellor.
03Does it handle international patient enquiries?
Yes. International enquiries can go to your international patient desk with language, country and documents captured. Visa and medical travel paperwork stays with that team.
04How do you keep messages compliant?
Messages come from an approved library reviewed by your marketing, legal and clinical teams. Opt-ins, opt-outs and TRAI rules for SMS and calls are applied automatically.
Related use cases
- Healthcare & Hospitals
Appointment Booking and Reminder Voice Agent
A Hindi, English and regional-language voice agent that books, reschedules and cancels OPD appointments against live doctor schedules and calls patients with reminders.
- Healthcare & Hospitals
Safety and Patient-Data Leakage Testing for Healthcare Chatbots
Test patient-facing chatbots and voice bots for unsafe medical advice, missed emergency escalation, invented information and cross-patient data leakage, with clinician-reviewed evidence.
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Post-Discharge Follow-Up Calls
Scripted follow-up calls after discharge, in the patient's language, that check medicines, follow-up visits and clinician-defined warning signs and hand any concern to a nurse.
- Education & Coaching
Lead Nurture for Counselling Funnels
Score and route enquiries from ads, forms and scholarship-test registrations, send consented WhatsApp and email follow-ups to parents and adult learners, and give counsellors a briefed call list.
Founded by Akhilesh Mittal. 8 years building a security platform for a New Zealand company. IIT ISM Dhanbad and IMT Ghaziabad. Builds production agentic AI.
Start with one department and one document type
Book a discovery call. We will pick one workflow, such as discharge summaries in one department or pre-auth files for one TPA, and scope a short pilot with your team.