Healthcare
ZenTraq for Healthcare enables clinics, hospitals, and wellness centers to manage patient acquisition, appointment scheduling, and communication — streamlining the journey from initial inquiry through ongoing patient engagement and retention.
Prerequisites
- Organization registered with Industry Profile set to "Healthcare"
- Services and treatment types configured
- Practitioners or doctors created as users
- Appointment types defined
Modules Available
| Module | Purpose |
|---|---|
| Leads (Patient Inquiries) | Capture new patient inquiries |
| Contacts (Patients) | Maintain patient records and history |
| Appointments | Schedule and manage consultations |
| Tasks | Follow-up reminders and care coordination |
| Appointment reminders and report sharing | |
| Formal communications and health tips |
Terminology
In Healthcare mode, ZenTraq uses patient-centric terminology:
| Standard Term | Healthcare Term |
|---|---|
| Leads | Patient Inquiries |
| Contacts | Patients |
| Deals | Treatments / Procedures |
| Meetings | Appointments |
Default Pipeline
| Stage | Probability | Description |
|---|---|---|
| New Inquiry | 5% | Patient reached out for information |
| Contacted | 15% | Initial response provided |
| Appointment Scheduled | 35% | Consultation date confirmed |
| Consultation Done | 55% | Visit completed |
| Treatment Ongoing | 75% | Multi-visit treatment in progress |
| Completed | 100% | Treatment concluded (Won) |
| Follow-up | 80% | Post-treatment monitoring |
| Inactive | 0% | No activity for 6+ months (Lost) |
Getting Started
1. Configure Services
Define your medical offerings:
- Navigate to Products/Services and create entries for each service.
- Include: Service name (e.g., "General Consultation"), duration, fee, department, and assigned specialist.
- Set status as Active or Inactive.
2. Define Appointment Types
| Type | Typical Duration | Description |
|---|---|---|
| First Consultation | 30–45 min | Initial assessment |
| Follow-up Visit | 15–20 min | Progress check |
| Procedure / Treatment | Variable | Specific medical procedure |
| Lab / Diagnostic | 30 min | Testing and imaging |
| Teleconsultation | 20–30 min | Remote video consultation |
3. Configure Communication
Set up WhatsApp Business API for appointment reminders, report delivery, and patient engagement. Configure SMTP for formal communications.
Day-to-Day Workflow
Patient Inquiries
When a patient reaches out:
- Capture inquiry details (phone, website form, walk-in, or referral).
- Record key information:
| Field | Description |
|---|---|
| Patient Name | Full name |
| Age / Gender | Demographics for medical context |
| Phone / Email | Contact information |
| Concern / Symptom | Reason for inquiry |
| Preferred Doctor | Specialist preference (if any) |
| Insurance Details | Coverage information (optional) |
| Preferred Time | Appointment preference |
Scheduling Appointments
- Open a patient record and click Schedule Appointment.
- Select: Doctor, date and time, appointment type, and duration.
- Patient receives confirmation via WhatsApp or email (if automation configured).
- System sends automatic reminder 24 hours before the appointment (via workflow).
Appointment Notifications
Configure workflow automation to send:
- Immediate confirmation upon booking
- 24-hour advance reminder
- Post-visit feedback request
Post-Appointment
After a consultation:
- Update patient notes with observations and diagnosis.
- Schedule follow-up appointment if required.
- Share prescription or lab report via WhatsApp.
- Create callback tasks for the care team.
Patient Communication
| Communication Type | Channel | Purpose |
|---|---|---|
| Appointment confirmation | Immediate booking acknowledgment | |
| Appointment reminder | Day-before notification | |
| Lab reports | WhatsApp (attachment) | Secure report delivery |
| Health tips | Periodic patient engagement | |
| Review request | Post-treatment satisfaction feedback |
Key Features
Appointment Calendar
- Day, week, and month views for scheduling
- Doctor-wise schedule management
- Color-coded by appointment type
- Gap detection for optimal scheduling
- No-show tracking and pattern identification
Patient 360-Degree View
Each patient record consolidates:
- Complete interaction history
- Past appointments and outcomes
- Communication log (calls, WhatsApp, email)
- Shared documents and reports
- Treatment timeline and progress
WhatsApp Integration
Particularly valuable for healthcare:
- Appointment confirmations and reminders
- Lab report delivery as document attachments
- Pre-visit instruction sharing
- Post-visit follow-up communications
- Patient feedback collection
Compliance Considerations
Data Security
- Patient data is stored with tenant-level isolation
- Access is controlled via role-based permissions (receptionist vs. doctor vs. administrator)
- Sensitive fields can be hidden from certain roles using field-level security
- Data export operations require appropriate administrative permissions
Best Practices
Recommendations
- Automate reminders — Workflow-driven WhatsApp reminders reduce no-show rates by up to 40%.
- Track no-shows — Identify patterns (time of day, day of week) and adjust scheduling accordingly.
- Use tags for categorization — Tag patients by condition, department, or treatment plan for segmented communication.
- Configure recurring tasks — Set up periodic follow-up reminders for patients with chronic conditions.
- Share reports digitally — WhatsApp delivery of lab reports reduces administrative burden and improves patient satisfaction.
- Maintain role-based access — Ensure reception staff cannot access clinical notes, and clinical staff cannot modify billing records.
Related: Meetings & Calls | WhatsApp Integration | Tasks & Activities | Workflows