HMIS module
Hospital CRM on the same
database as the hospital.
Most hospitals run a CRM that knows how many enquiries came in and an HMIS that knows who was treated — and nothing that connects the two. Here they are one system, which is the only reason questions like 'did that camp make money?' have an answer.
In short
A hospital CRM manages patient acquisition and patient relationship: enquiries and leads, inbound calls and IVR routing, conversion into appointments, messaging and reminders, referring doctors, campaigns, health packages, corporate clients and camps, and post-visit feedback. In Polynexus HMIS the CRM is not a connected product — it is part of the same system as OPD, IPD and billing.
Why it is different
A connected CRM and a shared-database CRM are not the same thing
| Separate CRM, integrated | CRM inside the HMIS | |
|---|---|---|
| Enquiry to appointment | Enquiry is converted, then the appointment is booked again in the hospital system. | The enquiry converts into a booking against a real doctor slot, in one step. |
| Revenue attribution | Requires exporting bills and matching them to leads, usually by name and phone. | Revenue by source is a report, because the enquiry and the bill share a database. |
| No-show follow-up | The CRM often does not know a booking was missed unless a sync tells it. | No-show is an appointment status, so follow-up and its effectiveness are measurable. |
| Referring doctors | Referral counts come from what the marketing team logs. | Referral records attach to patients, so the league table reflects admitted patients. |
| Consent | Opt-outs live in the messaging tool and can drift from the patient record. | Opt-out is a record against the patient, applied wherever messaging happens. |
Capabilities
What the CRM covers
Enquiries & lead pipeline
Enquiries captured from web forms and lead webhooks, then moved through stages, reassigned between staff, merged when duplicated, marked lost with a reason, or bulk-imported from an existing list.
Actions: Move Stage, Reassign, Merge, Lose, Bulk Import.
Telephony & call handling
Inbound calls routed through IVR rules, click-to-call from the record, callback tasks that staff claim and complete with logged attempts, and an operator productivity view.
Records: Call, IVRRoute, CallbackTask, inbound and telephony webhooks.
Appointment conversion
Enquiries convert into appointments against real doctor slots, with waitlist confirmation when a slot frees up and no-show tracking that feeds the no-show effectiveness report.
Links the CRM pipeline directly to the OPD schedule.
Communications
Message templates, threaded conversations staff can claim and mark read, outbound sends, an AI chatbot endpoint, and consent opt-out records so a patient who opts out stops receiving messages.
Records: Template, Thread, Message, ConsentOptOut, AIChatbot.
Automation & escalation
Workflows with test runs before activation, escalation rules for cases that breach their window, and tasks staff claim and complete.
Records: Workflow, WorkflowRun, EscalationRule, Task.
Feedback, NPS & recovery
Feedback requests sent after a visit, token-based feedback submission, NPS responses broken down by department, complaints with a close action, and service recovery tasks for detractors.
Records: FeedbackRequest, NPSResponse, Complaint, ServiceRecoveryTask.
Referring doctors
Referring doctor records, referral records tied to patients, field visit logging for the marketing team, and a league table ranking referrers by volume.
Records: ReferringDoctor, ReferralRecord, FieldVisit.
Packages, camps & corporates
Health package definitions, marketing campaigns, corporate client accounts, and camp registrations for health camps run outside the hospital.
Records: HealthPackage, Campaign, CorporateClient, CampRegistration.
Workflow
An enquiry, followed all the way through
- 01
The enquiry arrives
From a web form via a lead webhook, from an inbound call routed by IVR, from a camp registration or a corporate tie-up. All of them land as an enquiry record with a source attached.
- 02
It is owned and worked
The enquiry is assigned, moved through stages, reassigned if the owner changes, and merged if the same person enquired twice. Callback tasks are claimed by staff and each attempt is logged.
- 03
It converts — or it is lost with a reason
Conversion books an appointment against a real doctor slot. If it does not convert, it is marked lost with a reason, which is what makes the enquiry funnel report meaningful.
- 04
The visit happens
The patient is seen, treated and billed in the clinical modules — the same database the enquiry is sitting in.
- 05
Feedback comes back
A feedback request goes out after the visit. NPS responses are attributed by department, complaints are tracked to closure, and detractors raise service recovery tasks.
- 06
The loop closes on revenue
Revenue by source, enquiry funnel, call performance and no-show effectiveness all read from the same records, so the marketing spend and the billed revenue are finally describing the same patients.
Automation
Work that chases itself
Workflows can be built and test-run before being switched on. Escalation rules act on cases that breach their window — an enquiry nobody has touched, a complaint past its response time — and raise tasks that staff claim and complete.
- Templates and threads so outbound messaging is consistent and replies stay attached to a conversation someone owns.
- An AI chatbot endpoint in the platform's messaging layer, alongside the template and thread system.
- Consent opt-outs applied as patient records, so a patient who opts out stops being messaged everywhere, not just in one campaign.
Where the appointments themselves are managed is covered on the OPD management page.
FAQ
Hospital CRM — common questions
- What is hospital CRM software?
- A hospital CRM manages everything that happens around the patient rather than to them: enquiries and leads, inbound calls, appointment conversion, reminders and messaging, referring-doctor relationships, health camps and corporate tie-ups, and post-visit feedback. In Polynexus HMIS it runs on the same database as the clinical and billing modules.
- Why does it matter that the CRM shares a database with the HMIS?
- Because attribution needs both halves. To know whether a campaign produced revenue you need the enquiry and the bill in the same system. A separate CRM can tell you how many enquiries you received; it cannot tell you which of them were admitted and what they were billed.
- Does it handle phone calls?
- Yes. Inbound calls arrive through telephony webhooks and are routed by IVR rules, staff can click to call from the record, callback tasks are claimed and completed with each attempt logged, and an operator productivity view shows how the desk is performing.
- How is patient consent for messaging handled?
- Consent opt-outs are held as records. When a patient opts out of communication, that is stored against them and respected, rather than depending on someone remembering to remove them from a list.
- Can we track referring doctors?
- Yes — referring doctors are records, referrals are logged against patients, field visits by the marketing team are recorded, and a league table ranks referrers by the volume they actually send.
- Does it collect patient feedback?
- Feedback requests go out after a visit and are submitted through a tokenised link. NPS responses can be broken down by department, complaints are tracked to closure, and detractors generate service recovery tasks so a bad experience becomes an action rather than a statistic.
Trace one enquiry from call to revenue
We will take an enquiry through routing, follow-up, booking, treatment and billing — and then show you the funnel and attribution reports it produced.