Loyalty program

When perks live in the front desk's memory and thank-you money in a notebook, once referrers multiply, questions such as "who brought this patient", "has this code been used" and "how much do we owe this month" cost time and invite disputes.

The loyalty module turns those jobs into rules backed by data: returning patients have a points ledger, referrers have a profile and a commission ledger, and each offer has its own code. In healthcare, we advise keeping perks and referral commissions modest and separate from clinical decisions, so the program never pushes services a patient does not need.

The points screen is a history ledger: each row is one occasion when a patient was credited, so you can trace why someone holds their current balance. For treatment services, points are added when the session moves to Completed, meaning the service is done, not when the patient pays. For products and exam fees, points are added once the order is paid in full.

A service's points are a fixed figure set in the service catalog, not multiplied by the amount paid, so two patients using the same service always receive the same points. If a session is later un-completed or an order's payment is cancelled, the software takes back exactly the points it had added. This screen is view-only, with no edit buttons.

A membership tier is the loyalty level the software assigns based on spending and accumulated points. The tier appears right on the patient profile next to the rating score, together with two point fields: accumulated points are what the patient earned on their own, while bonus points are extra credit the clinic grants, for example on a birthday or for referring friends. Both are calculated by the software and cannot be edited by hand at the front desk.

The two kinds of code look alike but answer different questions. A coupon belongs to one specific partner: a patient who uses that exact code gets a discount, and the partner who owns it is credited a commission. A promotion is a general code for any patient, typically used for campaigns, tied to nobody and generating no commission. A coupon tells you who brought the patient; a promotion tells you which approach draws a response.

Promotions suit flyers, trial-visit offers or inserts in an order, because each campaign has its own code. You can restrict a code by brand, branch, service group and specific services, set an expiry date, and leave the Active switch off to prepare before the launch day. Enter the first and last numbers of the code suffix and the software generates a whole batch of codes that differ only in the last digits, sharing one image and the same discount terms.

One code per patient means each flyer works only once and you can count how many came back. The Used Coupons screen records every time a code was applied to an order, with the discount percentage and commission percentage exactly as they were at that moment, so later edits or deletion of the source code do not shift old figures. The total row sums sales and discount for the filtered result.

A partner (affiliate) is someone who brings patients to the clinic: an outside doctor, a past patient referring friends, or a familiar business contact. Each has their own profile, not a staff account, can be linked to an existing patient record. You can set a default commission rate and issue a coupon when creating the profile or add one later.

Commission is fixed each time a patient makes a new payment, in three cases: an order using the partner's own percentage coupon, an order using a fixed-value coupon, and an order with no coupon, which uses the default rate at the time the partner was assigned. For patients paying in instalments, commission accrues per instalment. A patient is linked to a partner through the referrer field on the profile, or when an order applies a partner's coupon, and when the two conflict, the coupon wins.

The software keeps two ledgers so accrued money is never confused with money actually paid. Service commissions is the accrual ledger, where each row is a service the patient has paid for, filterable by payment date with a total row for the whole filtered result. Commission payments is the ledger of real payouts, which can be edited or deleted, with the partner's paid total recalculated automatically. On each partner's row, the sales, commission, total payable and remaining columns show at a glance what they are owed.

A payout starts from the partner's detail page and is enabled only when the patient has paid the service in full and the commission still has a balance. The amount entered cannot exceed three limits at once: the partner's outstanding commission, the commission from that specific patient, and the maximum commission of that specific service. The Max button fills in the highest allowed balance. This replaces a multi-row spreadsheet, where one wrong cell means an overpayment.

Partners often have to message the clinic to ask whether a patient has arrived or how much they have earned this month. Cluvix Health has a dedicated Zalo Mini App for them, opened inside Zalo with nothing extra to install. They add their own patients, book into free time slots and see appointment status change as reception acts. The list contains only patients they referred themselves.

The Commission section shows services generated and each commission calculated, while the Account section holds the referral code to copy or share through Zalo, the accumulated total, amount paid, remaining balance and their coupons. The paid amount matches what accounting records in the management software. Reception writes down fewer bookings by phone.

Keeping patients is not only about perks but also about timely contact. The care list defaults to today, most tickets are generated by the software, for example one for the next day after each treatment session, and the assigned staff member receives a notification from 7:30 a.m. The Unfinished Treatment list automatically gathers patients with an incomplete course, longest-waiting first, so staff can invite them back to finish.

The birthday list shows patients with a birthday in your chosen range and exports to Excel for whoever prepares gifts. The Patient Reviews screen lets you read the stars and comments patients send through the app or Zalo mini app, each tied to a specific service order. For a low rating, open a complaint ticket so someone follows up.