The three decisions that make or break CRM in a multi-hospital group: who owns a lead when a patient touches two units, how the call centre routes enquiries, and how a treated patient is credited back to its source.
The DPDP Act lands on hospital marketing teams on 14 May 2027. This is the operating manual: a consent matrix by channel, retargeting rules, WhatsApp opt-ins and the exact consent fields your CRM needs.
A CRM changes what happens to a patient today. A data platform changes what you can see. Most hospital groups have the first problem and buy the second.
What happens after the consultation decides whether the doctor’s advice turns into a return visit, a test or a procedure. Here is how to design follow-up journeys that respect that.
A rollout sequence for hospital marketing automation: the audit, the smallest defensible pilot, ownership, and when to spend the budget.
Who owns the site, the listings, the CRM and the contact centre in a multi-unit hospital group, the service levels each way, the budget split, and how both extremes fail.
Reviews as a demand asset, the digital touchpoints that shape experience before and after the visit, recall and retention economics, and the case for experience spend in money.
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