Hospitals · CRM
The enquiry record is not the case sheet, and must never become one.
A CRM for a hospital records enquiries and referrals: who called, for which department, where they came from, which doctor sent them, and whether they reached an appointment. Clinical notes stay in the hospital information system. GullySales sets up that record and keeps the two firmly apart.
Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.
What CRM means
A CRM is the record where every enquiry, call and quote is kept against a customer, replacing separate notebooks, spreadsheets and memory. GullySales sets up or cleans an existing CRM and reports from it by enquiry outcome rather than by activity logged.
Last updated 5 Oct 2026. Rules for this trade differ by state and professional body, and they change. We describe restrictions in general terms, so check the current position with your own council or adviser before you publish anything.
For hospitals
Where it usually goes wrong, and what we would do.
“Keep it to the enquiry and keep the case sheet out”
Name, number, department, source and whether the patient attended is enough to run marketing on. A diagnosis in a marketing system is a privacy problem with no use attached. Draw that line before you buy any software.
“Department is the field that changes decisions”
A hospital that can see orthopaedic enquiries rising while maternity falls moves its spend that week. A hospital counting total calls cannot tell which ward is filling.
“The referring doctor deserves a field of their own”
Every enquiry marked with the GP, diagnostic centre or consultant behind it, so you can see which relationships are working. This is a record of who referred, not of anything paid.
What we do
What we deliver for hospitals.
Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.
An enquiry record with department and source on every line
Channel, department, the doctor asked for, whether an appointment was booked and whether the patient attended.
Result: You can see which ward the marketing is filling.
A referral register kept separately
The GP, diagnostic centre or consultant behind each enquiry, with a contact person and the date of the last conversation.
Result: A quiet referrer is noticed while it still matters.
A privacy line written into the setup
What may be recorded, what stays in the hospital information system, who has access and how long enquiry records are kept, settled with your compliance adviser.
Result: The marketing record cannot turn into a clinical one.
Stages named after the hospital's own steps
Enquiry, appointment booked, attended, admitted, and not proceeded with a reason, agreed with the front desk before anything is configured.
Result: The pipeline matches what the desk actually does.
Insurer and TPA status where the desk can see it
The panel, the approval position and who is chasing it, held against the enquiry instead of in a separate file.
Result: A family gets a straight answer at the counter.
A read-out the management committee can use
Enquiries by department and source, reply time, appointments attended and referrals by doctor, set against the baseline recorded before the work starts.
Result: Department heads argue from the same numbers.
How the result is measured
- Enquiries logged in the CRM
- Data completeness
- Reports generated from CRM data
Recorded as a baseline before work starts, so every later report has an honest comparison.
What to record, and when
What a hospital's enquiry desk should record about every call, and whether it needs software yet.
- Department and the need, in one line
- Choose the department from a fixed list and write the need in one line, such as a second opinion on knee pain or a maternity booking. The clinical detail stays in the hospital system.
- Source and referring doctor
- Record whether the enquiry came from Google, a doctor's referral, a corporate tie-up, an insurer or a walk-in, and name the referring doctor. This register shows which doctors rely on you, and should be kept apart from patient notes.
- Insurer, TPA and cashless status
- Note whether the family has insurance, the insurer or TPA and whether pre-authorisation was requested. Families call back for this answer more than for any other, so the desk should find it without asking.
- Appointment or admission reached
- Record whether the enquiry became a booked appointment, a visit or an admission. A call that never reaches an appointment is where the hospital learns what its pages and its desk are missing.
- Who may see what
- List which staff can open the enquiry record and which cannot. Phone numbers linked to a health concern are personal data, so use the hospital's own policy and have the privacy lead approve the fields.
- Do you need software yet?
- A hospital information system is not a CRM, and should not be asked to be one. A controlled sheet can work for a nursing home. A larger hospital needs a proper shared system, agreed with the IT head and the privacy lead.
Who it is for
This is written for these hospitals.
- Multi-speciality hospitals
- Single-speciality hospitals, maternity, orthopaedic or eye
- Nursing homes
- Day-care surgery centres
- Corporate hospital chains with several branches
- Diagnostic-centre-led hospitals
- Hospitals attached to medical colleges
- Government-empanelled private hospitals
Not for
It is not the right fit if.
- You want a guaranteed Google ranking or a guaranteed number of leads. Nobody honest can promise either.
- You need enquiries by next week and have nobody to answer them.
- You want posts and reach reported, not enquiries and orders.
How it works
From your first message to the first report.
No open-ended retainer. Every step gives you something in writing.
First
Your brief
You tell us what you need in a few short steps: your business, what you want, where enquiries come from and how they are handled.
After the brief
A conversation and a written scope
We read it, then talk with whoever handles your enquiries. If you want our help, the scope, the fee and the reporting come in writing, and nothing starts before you have read them.
Before work starts
Baseline recorded
Enquiries by source, reply time, conversion and cost per order, written down so every later report has an honest comparison.
After the baseline
The first fix goes live
The fix we agreed to start with is put in place and measured against the baseline, whether that is reply time, a follow-up sequence, the page buyers land on or the handover between marketing and sales.
As agreed
Report against the baseline
What moved, what did not, and what changes next, in plain words. How often you get it is set in writing before work starts.
At renewal
Renew on the numbers
The term ends and you decide whether to continue from the results. The length is agreed in writing before anything starts.
How the crm work runs
- 1
Map the sales process
We record how a deal actually moves from enquiry to close in your business today.
- 2
Configure stages and fields
The CRM's pipeline and fields are built to match that process exactly, not a generic template.
- 3
Set up automations
Reminders, assignment rules and follow-up triggers are configured so routine steps happen without manual effort.
- 4
Test with real deals
We run the configuration against actual current deals to catch gaps before the whole team relies on it.
Proof
What happened when owners fixed this.
Real clients, the work we did, and the result as it was recorded. Where no number was recorded, none is claimed.
Chord Road Hospital
- Situation
- Patients who knew the hospital trusted it. Patients who searched for a department or a treatment in the area did not find it.
- What we did
- Website rebuilt around patient needs
- Search visibility
- Social media on a schedule
- Review management
- Result
- Organic traffic increased 60% within six months
- Online appointment bookings increased 40%
- Social following grew 45%, and engagement on it rose 70%
Nanda Arthritis and Rheumatology Center
- Situation
- There was no website, so a patient looking for a rheumatologist had no way to learn about the centre. Enquiries were few, and the ones that arrived came by word of mouth.
- What we did
- A website for patients
- Search work
- Google Business and reviews
- Lead capture and advertising
- Result
- No numbers were recorded for this engagement. The work is described in full in the case study.
Also worked with
Curtain Label · Difesa Security Services · Felicity Inn · Hands On CSR · Implevista · Kambar Group · Kalessi · Kerur Pain Clinic · LL Trust · Lucky Deals · Natural Gases · NavaShakthi Souhardha · NewCom Logistics · Proton Technical Services · SB Engineering · Shakthi Foundation · Shakthi Group · Urbanest · Insyde Studio · Venkateshwara Laser Tech · Vivara Studios
Why us
Why owners pick GullySales over an agency.
Marketing and sales, as one job
Most agencies stop at the enquiry. We also fix what happens after it: the reply, the follow-up, the quote and the CRM.
The person on the first call does the work
No account managers in between. You are never handed to someone you have not met.
A baseline before anything starts
Your numbers are written down on day one, so every later report compares against something honest.
The fee in writing, split three ways
Our time, your media spend and production on separate lines. You always see what goes to us.
No guarantees we cannot keep
The term is agreed in writing and never a default twelve months. We never promise a ranking or a lead count, because nobody controls those.
One office, and we say so
Nagarbhavi, Bengaluru. We work across India by call and WhatsApp and travel when a session needs to be in person.
#257, 3rd floor, Sri Nanjundeshwara Complex, Nagarbhavi 8th Block, Outer Ring Road. How we work.
Your brief
Tell us what you need, and we will read it before we call.
Eight short steps about your business, what you want and who decides. Most questions are a tap, and you can skip any you would rather answer on the call.
FAQ
Questions owners ask before they call.
Not here? More answers, or ask on WhatsApp.
Can we use our hospital information system as the CRM?
Who should own the enquiry record?
How do we log an enquiry without keeping clinical details in it?
Can WhatsApp chats and call recordings be filed against the enquiry?
How soon would we see more admissions?
Do we need to advertise?
How much does it cost?
How long is the contract?
Who will actually do the work?
What do you need from us?
From the blog
Further reading for hospitals.
6 min read · 6 Oct 2026What healthcare buyers check before they choose youA patient, a referring doctor and a hospital purchase team each check something different before choosing a provider. This post lists what each one looks at and where a clinic, lab or supplier loses them.
6 min read · 21 Sept 2026TV advertising vs OTT advertising: what are you actually buying?Television sells slots against ratings and prices the wastage in. OTT sells impressions to chosen people and charges for the choosing. Same film, two shops.
8 min read · 21 Sept 2026Tamil advertising creative: what actually changesTamil writes one way and speaks another, and the script cannot tell a b from a p. Both facts decide your line, your voice artist and the spelling of your own name.
More for hospitals
Everything else we would do for you.
Closest to this: leads and follow-up
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- Branding and identity for hospitals
- Buyer journey mapping for hospitals
- Buyer personas for hospitals
- Cinema advertising for hospitals
- Content marketing for hospitals
- Digital marketing for hospitals
- Direct mail for hospitals
- Event marketing for hospitals
- Marketing strategy for hospitals
- Newspaper advertising for hospitals
- Outdoor advertising for hospitals
- Public relations for hospitals
- Radio advertising for hospitals
- Sales coaching for hospitals
- Sales enablement for hospitals
- Sales management for hospitals
- Sales metrics for hospitals
- Sales process for hospitals
- Sales strategy for hospitals
- Sales training for hospitals
- SEO for hospitals
- Social media management for hospitals
- Video marketing for hospitals
- Website development for hospitals
- Review generation for hospitals
- Patient retention for hospitals
- Referral marketing for hospitals
- WhatsApp marketing for hospitals
Or start from the overview: sales and marketing for hospitals.
Your next practical step
Tell us what you are trying to grow, and we will read it before we call.
Eight short steps, mostly taps. Skip anything you would rather answer on the call.