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.
A 90-minute audit call and a written, scored report. Turnaround, reporting and term are agreed in writing after the audit.
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
Free audit call
90 minutes with whoever handles your enquiries: how they arrive, how fast they are answered, where they are lost.
After the call
Written, scored report
Six areas scored, fixes ranked by return and cost. If you want our help, the scope, the fee and the reporting come with it, in writing.
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
Usually the cheapest one on the report: reply time, a follow-up sequence or the marketing-to-sales handover.
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 work runs for hospitals
- 1
Assess
We look at your referral sources, your reply time on calls and WhatsApp, your department pages, and where last month's admissions actually came from.
- 2
Fix the response
A call centre routine with a named owner for the night line, WhatsApp for reports and appointments, and a record of every call by department.
- 3
Build the department pages
A page per speciality, with the doctor's name, qualification and the procedures patients search for, not a single combined services list.
- 4
Bring enquiries in
Local search, the Google Business Profile, a referral programme for GPs and labs, and health camps for the departments with spare capacity.
- 5
Track and retain
TPA turnaround tracking, discharge follow-up calls, and a review ask timed to a good outcome, on WhatsApp because that is where families already are.
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.
The offer
Start with a free audit of how you sell.
It is useful on its own, whether or not you hire us.
What you receive
- A 90-minute call with the person who will do the work
- A written, scored report on the six places orders leak
- Every fix ranked by what it returns and what it costs
- The one thing to do first, and why
- An honest line on whether you need outside help at all
- If you do, the scope and the fee in writing
No invoice. No obligation. No sales script.
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.
- 5 min read · 6 Oct 2026Why brokers stop showing your building to tenantsA broker shortlists the building whose availability, rent and terms are current and easy to forward. Here is what makes a commercial landlord drop off a broker's list, and how to stay on it.
- 6 min read · 6 Oct 2026How plot developers stop selling one plot twiceA plot offered to two families in the same weekend costs a developer trust and a sale. This post sets out a single plot register, a hold rule and a token routine that prevent it.
- 5 min read · 6 Oct 2026How diagnostic centres quote a corporate health campA corporate health camp is won in the quote and the chasing after it, not the first call. This post covers what to ask, what goes on the one page, and who follows up.
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Or start from the overview: sales and marketing for hospitals.
Your next practical step
Get a free audit of how you sell, and a scored report of where the work is.
90 minutes. A written, scored report. No invoice and no obligation.