CRM & patient care

In many clinics the facts about one patient live in three places: a phone number in the receptionist's Zalo, appointments on a spreadsheet, and what was discussed in the consultant's head. When that person is off shift, nobody knows what the patient was promised or whether anyone has checked in. Patients are rarely lost to poor care; they are lost because nobody remembered to follow up at the right time.

CRM manages the customer lifecycle from the first booking, through reception, to check-ins after each visit, while the Customer Care module handles the work after the patient leaves. Both share one record, so you never enter the same person twice.

The add-customer button sits on the top bar of every screen, so reception can open it while still on the call. The form has seven tabs, including general, contact, appointment, medical history, guardian and health insurance. Only the full name is mandatory for every clinic; other required fields are configured per clinic and gaps can be filled later.

Duplicate checking works at two levels. A matching phone number shows a warning so you can go back or save anyway, for example when relatives share a number. A match on both full name and phone number blocks the new record outright.

The top of the detail page is an identity block with customer code, membership tier, branch and stage, followed by a six-figure Finance block: revenue, paid, balance due, deposit, deposit refunded and service refunded. All six recalculate whenever an order or payment is added. A glance at balance and deposit before the patient reaches the counter tells you whether to raise a debt or mention remaining credit. These figures cover one customer and do not replace accounting reports.

The tab row below covers reminders, appointments, orders, payments, treatments, images, prescriptions, warranty and care. The Examination and Lab tabs appear only for dental clinics. The clinical side of each visit lives in the electronic medical record.

Notes hold what was discussed that the fields cannot capture; they can include images and pin the lines everyone must read first, such as a local anesthetic allergy. A reminder is something still to do, with a date and time, a type (call, chat, task, meeting) and the people involved; only named people are reminded, on the web through a dialog when they start work.

Tags are short keywords the clinic defines, like "Afraid of pain" or "Awaiting recall", used to filter the list and group patients for follow-up. Agree on tag naming, because if everyone types a variant the filter splits into disconnected groups.

Each care ticket is one occasion to contact a patient after they leave. According to the docs, the software generates most of them: a ticket for the next day after every treatment session; for a service flagged for follow-up, a ticket per configured milestone such as after 1 day or 1 month; and for a product purchase, a ticket once payment completes.

Each ticket records the channel (phone, Zalo, SMS, Facebook or Viber), the owner, priority and outcome such as satisfied or no response. On the day, the responsible staff member gets a bell notification from 7:30 a.m. The docs describe channels as a record of how contact is made; we do not claim tickets send messages to patients by themselves. For multi-channel messaging, see the marketing solution page.

The Unfinished Treatments screen is computed, not manual: it collects patients with an active service order whose sessions are incomplete, longest-waiting first. After the call, create a care ticket so the next shift sees the outcome.

The Birthdays screen lists patients with a birthday in the chosen range, defaulting to today, filterable by branch and exportable to Excel. Patients born on 29 February are merged into 1 March in non-leap years, so nobody is skipped.

Each patient complaint becomes a ticket linked to the branch and doctor concerned, moving through four statuses: raised, doctor accepted, resolved, closed. The status changes as you complete each step, the cause is chosen from three types, and only senior-management accounts can close or reopen a ticket.

The Customer Ratings screen is read-only: 1 to 5 stars and comments patients send themselves, each tied to a service order. Staff cannot edit or delete them, and for 1 or 2 stars the docs recommend opening a complaint ticket at once.

The CLV and behavior block has seven metrics, including order count, average spend per order, 2-year predicted CLV, visit days, lifetime and churn risk, recalculated when an order or appointment is added. Churn risk has five levels by days since the patient last returned, from active (up to 30 days) to churned (over 365 days). It is an estimate, not a firm prediction.

The AI Chat tab lets you ask an assistant about the customer currently open. The docs are explicit that the AI can misread or omit things, so amounts, dates and service names must be checked in the matching tabs before you tell the patient. The assistant must be configured first.

The Calls tab shows calls through the phone system (integration required): direction, answered or failed, duration, staff member and a replayable recording, so two people do not call the same patient. The Audio, Documents and Video tabs are where staff upload files themselves, up to 20 MB each, and the Images tab keeps before and after photos in folders for permitted staff.

This data relates to a specific person's health, so the docs remind you to ask permission before recording, never to download it to personal devices and never to post images without clear consent. Dental clinics also get an Examination tab with a tooth chart.