Manipal Hospital Use Case

Introduction

Manipal Group of Hospital has a chain of super specialty hospital that provides world-class
treatment facilities. They are having different branches across the country.
They receive leads through social media ads, google ads, and direct enquiry

Business Process

When a lead is received, distribution is done based on the patient’s location to different teams. On
receiving the patient, the sales agent must give a phone call to the lead to set up an appointment.

Call disposition from patients are Connected, Not Connected, Follow Up, RNR. If the response is a
follow-up, the agent will note down the follow-up date and time and schedule the next follow-up. If
the status is contacted and if the patient books an appointment, set up the appointment as per the
patient’s requirement. They will send an email notification to the patient with the appointment
details. Also, send an appointment reminder to the patient 1 hour before the appointment.

If the patient requested for follow-up / if they did not answer the call, the agent can follow up with
the patient up to 5 times. Even after 5th follow up if the leads are not answering the call, the lead will
be marked as not interested.

Once the appointment schedule is reached, agent has to post the status of the appointment, if it’s
confirmed (if the patient visit the hospital it is updated as confirmed), payment needs to be
collected. If cancelled send a cancellation E-mail, if rescheduled, set up an appointment for the given
date and time and update the lead stage accordingly.

Lead stages are updated in the following scenarios:

When a new lead enters the system → New Patient

Patient books appointment → Appointment Booked

The patient asks to reschedule an appointment -→ Appointment Rescheduled

Cancels Appointment → Appointment Cancelled

When the patient visit hospital → Visited Hospital

Area: Bangalore
Branch Locations: Electronic City, Indira Nagar, HSR, Whitefield
(Dependent on area)

Create Teams for Branches

Lead Form

S.No. Field Name Data Type Section Dropdown Values

Patient
1 First Name Text details NA
Patient
2 Last Name Text details NA
Patient
3 Date of Birth details
Patient greater than 21 (auto
4 Age Number details calculate-optional)
Patient
5 Status Dropdown details Hot,Warm,Cold(optional)
Patient
6 Email Email details NA *unique id
Patient
7 MRN Number Number details
Patient Male,Female,Prefer not
8 Gender Dropdown details to say (mandatory)
Patient
9 Phone No. Phone details NA *unique id
Alternative Patient
10 Contact No. Phone details NA
Justdial, practo, Website,
Patient Google Ads,
11 Lead Source Dropdown details Facebook/Instagram
New Patient,
Appointment Booked,
Appointment
Rescheduled,
Appointment Cancelled,
Patient Visited Hospital, Not
12 Lead Stage Dropdown details interested

Patient
13 Owner Dropdown details
Patient Consultation, Regular
14 Interested In Dropdown details Check – up
 Patient
15 Patient Type Dropdown details OPD, IPD
Patient Updates based on
16 Number of Visit Number details confirmed appointment
Number of Follow Patient Updates based on follow
17 Ups Number details up done
Patient New Patient, Repeat
18 Type Dropdown details Patient
Patient
19 City Dropdown details
preferred Branch Patient
20 Location Dropdown details Dependent upon City
Patient
21 Country Dropdown details
Number of Patient
22 Dependencies Dropdown details Number of members
Latest
Appointment Patient
23 Date & Time Date Time details
Patient
24 Referred By Text details
Patient
25 Notes (Remarks) Text details
 Dropdown
Custom values
Custom Field(If Type of (comma
Activity Name Score Required) Field Seperated)
Confirmed,
Cancelled,
Appointment Appointment
Status Dropdown Rescheduled
Appointment
Date & Time DateTime
Cancelled Reason Text
Appointment 1
Notes Text
Branch Location Dropdown
Dependent Upon
Branch Dropdown branch location
Doctor Name Dropdown
Visited Date Time DateTime
Visit Status Dropdown

Connected, Not
Connected, Follow
Status Dropdown Up, RNR
Phone Call 2
Follow Up Date &
Time DateTime
Notes Text

Payment
Received Number
Payement
Sales Activity 3 Received Date DateTime
Appointment
Number Number
Notes Text

** In case if additional fields are needed in activity based on use case, you can the required fields
- Define task types based on the scenarios given (Phone Call, Follow up , Appointment)