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Physiotherapy clinics · CRM

Nobody in the clinic can say how many patients are halfway through a course.

A CRM for a physiotherapy clinic records the enquiry, the condition, who referred the patient, how many sessions were advised and how many have been attended. It is not the clinical file. GullySales sets up that record so the desk can see who is mid-course, who lapsed and which surgeon sent them.

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Scope, fee, reporting and term are agreed in writing after we have read your brief and spoken to you.

Realistic editorial illustration of physiotherapy clinics at work in India

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.

Also for physiotherapy clinics

Sales and marketing for physiotherapy clinics, the overview.

Last updated 8 Nov 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 physiotherapy clinics

Where it usually goes wrong, and what we would do.

  • “Sessions advised against sessions attended is the number the clinic runs on”

    A patient told to come twelve times who has come four is the whole business problem in one line. Most clinics cannot produce that list, because attendance sits in an appointment diary and the advice sits in a therapist's notes.

  • “The referring doctor's name belongs on the enquiry record”

    Without it you cannot tell whether the orthopaedic surgeon in the next building has sent you two patients this year or twenty, and you cannot tell when the referrals quietly stop. That is a field on the enquiry, not a memory in the reception.

  • “Keep the marketing record separate from the clinical file”

    A patient's diagnosis, scans and treatment notes do not belong in a system your front desk uses for reminders. Hold only what the desk needs, and take advice on handling health information, because rules on it differ and change.

What we do

What we deliver for physiotherapy clinics.

Every deliverable, what it covers for you, and the result it is there to produce. Nothing here is an extra.

  1. One enquiry record for calls, walk-ins and messages

    Every enquiry logged once with the condition area, the source and the outcome, whether it came by phone, WhatsApp or the door.

    Result: The desk can see a returning patient instead of starting again.

  2. Sessions advised and sessions attended, held together

    A field for the advised course length against attendance, so a patient who has dropped behind shows up on a list rather than disappearing.

    Result: You can see who is mid-course today.

  3. Referral source recorded on every patient

    The referring surgeon, physician, gym or patient recorded at the first contact, with a view of referrals by source.

    Result: You know which doctor is sending patients and which has stopped.

  4. A home-visit view with area and timing

    Home-visit patients held with locality, preferred slot and the family contact who arranges the appointment, so routing and reminders work.

    Result: Home visits are planned by area instead of by phone calls.

  5. A short entry routine for the front desk

    Four fields at the end of each call, agreed with your reception staff so it is quick enough to do during a busy evening.

    Result: The record stays complete on the days the clinic is full.

  6. Health information handled with care

    Guidance on what is kept in the enquiry record and what stays in the clinical file, with access limited to the people who need it.

    Result: Patient information is not spread across the clinic's phones.

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.

Read the full CRM implementation and customisation page

What to record, and when

What a physiotherapy clinic should record about every patient enquiry and course, and whether software is needed yet.

Condition area in neutral words
Use a broad area such as knee, back or post-surgery, not a diagnosis. The therapist's findings stay in the clinical file. The desk needs only enough to book the right therapist.
Therapist and usual slot
Record which therapist and which usual slot. A patient who follows one physio may stop when that physio leaves, and the record shows whom to call.
Missed sessions and the reason given
Log each missed session with the reason the patient gave, such as travel, cost or feeling better. A reason repeated across patients points to the timetable or the price, not the patient.
How the course ended
Mark completed, stopped by the patient or ended by the therapist. A completed course may need a review date. An unfinished one needs a call from the desk.
Referrer updated, with consent
When a referred patient is discharged, note the date the referring doctor was updated, if the patient agreed. A referrer who hears back is more likely to refer again.
Do you need software yet?
A sheet is enough for one therapist and a small patient list. A CRM earns its place when several therapists or branches share patients and the desk cannot see who is mid-course without opening each diary.

Who it is for

This is written for these physiotherapy clinics.

  • Sports injury and orthopaedic rehab clinics
  • Post-surgical rehabilitation centres
  • Neuro-rehabilitation clinics
  • Prenatal and postnatal physiotherapy practices
  • Geriatric and home-visit physiotherapy services
  • Paediatric physiotherapy clinics
  • Chronic pain management clinics
  • Corporate ergonomics and workplace physiotherapy consultants

Not for

It is not the right fit if.

  • The desk does not write down sessions advised and attended, and a tool would hold a blank column.
  • You want to store clinical notes or scan reports in it; those belong in the clinical record, kept apart.

How it works

How the CRM work runs

The work itself, in order. How an engagement starts, from your brief to a written scope, is set out on our method page.

  1. 1

    Map the sales process

    We sit with the people who sell and write down how a deal moves from enquiry to payment, including where it stalls.

  2. 2

    Agree stages, fields and owners

    Each stage gets a name your team already uses and a proof that the deal has left it. We agree which fields are required at which stage, and who may change what.

  3. 3

    Build on a copy

    Pipeline, fields and views are built on a trial copy where the CRM offers one, or in a separate pipeline where the plan allows. Live work stays untouched.

  4. 4

    Connect channels, then switch on automations

    Channels are connected first. Each automation is then switched on separately, so a misfiring rule is easy to find.

  5. 5

    Test with real deals

    The people who will use the CRM run open deals through it. Gaps are fixed before the whole team switches over.

  6. 6

    Switch over and trim

    Once real use shows which fields stay empty and which stages nobody uses, those are cut and the handover record is updated.

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.

All case studies

  • Kerur Pain Clinic

    Situation
    The clinic had no website setting out its services, so a patient weighing it up had nothing to read before deciding to come in.
    What we did
    • Competitors mapped
    • A website that answers the patient
    • On-page and local search work
    • Link building and technical fixes
    Result
    No numbers were recorded for this engagement. The work is described in full in the case study.
    Read the case study

Also worked with

Chord Road Hospital · Curtain Label · Difesa Security Services · Felicity Inn · Hands On CSR · Implevista · Kambar Group · Kalessi · 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

Where this fits

Three pieces of sales work, in this order.

This work sits inside sales management. A target, a review routine and someone who owns the number.

  1. Step 1

    Sales audit

    Find where deals are being lost and what to fix first.

    Start here if you cannot say where orders are lost.

  2. Step 2

    Sales process design

    One written way to sell, from first enquiry to repeat order.

    Start here if every salesperson sells differently.

  3. Step 3 · you are here

    Sales management

    A target, a review routine and someone who owns the number.

    Start here if the team has targets and no routine.

Tell us what you need Your brief is read before we call. Scope, fee and term in writing.

FAQ

Questions owners ask before they call.

Not here? More answers, or ask on WhatsApp.

Tell us what you need
We already have clinic management software. Do we need anything else?
Usually not a second system, but it has to answer two questions most appointment software does not: who referred this patient, and who has fallen behind the advised course. If your software can hold those two fields, use it.
Can we store patient details in a general-purpose CRM?
Keep the identifying clinical detail out of it. Condition area and session count are enough for reminders and follow-up. Rules on storing health information differ and change, so take your own advice before putting anything more into a marketing system.
Patients book on WhatsApp. Can those chats be the record?
Not on their own. Chats sit in one phone and disappear. Copy the name, condition area, source and booked slot into the enquiry record when the chat ends, and keep clinical detail out of it. The chat is only the back-up.
Reception does not log referrals when a surgeon's assistant walks the patient in. What helps?
Make the referrer a required field on the booking screen, with a list of nearby doctors plus self. Ask 'who suggested us?' before the patient sits down. A required field is easier to keep than a request to remember.
How much does it cost?
There is no price list, because the work differs by business. The fee is scoped after we have read your brief and spoken to you, and put in writing before anything starts, split into our time, your media spend and production.
How long is the contract?
The term is agreed in writing after we have spoken, along with the fee and the reporting. It is never a default twelve months, and renewal is decided on the numbers against the baseline recorded at the start.
How soon will we see results?
It depends on the trade, the channel and what is already in place. After we have read your brief and spoken to you, we say what we would expect to move first and how it will be measured against the baseline. Nothing here is guaranteed.
Who will actually do the work?
The person you speak to before anything starts. We work from one office in Nagarbhavi, Bengaluru, with no account managers in between.
What do you need from us?
Your brief, and a conversation. After that, access to whatever this work touches, such as your website, your accounts or your enquiry record, and time with the people who handle your enquiries.
What if we are not happy with the work?
Tell us and the plan changes. Everything is reported against the baseline, so a number that is not moving is visible to both sides. The term is in your written scope, and the refund and cancellation policy sets out the rest.

From the blog

Further reading for physiotherapy clinics.

All articles

More for physiotherapy clinics

Everything else we would do for you.

Closest to this: leads and follow-up

Also for physiotherapy clinics

Or start from the overview: sales and marketing for physiotherapy clinics.

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