Tools & Checklists · Free kit
DM triage and response script kit
DM response templates for clinics and hospitals: 11 intent categories, routing rules, approved scripts, escalation and DPDP consent notes.
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Why it exists
The problem it solves
When a doctor’s Instagram or a clinic’s WhatsApp starts working, the inbox fills with everything at once: appointment requests, price questions, someone describing chest pain, a complaint, a report query, spam. Too often one junior person answers all of it from their own judgement, sometimes with medical advice, sometimes not at all.
This kit gives you DM response templates for a clinic or hospital, organised by intent. It sets out eleven categories with routing rules, approved scripts for each (including emergencies and medical questions that must not be answered in DM), a handover note, an escalation matrix, consent notes under India’s data protection law, and WhatsApp and Instagram specifics.
Inside
What you get
- Eleven intent categories with signals, priority and routing for each
- Sixteen approved response scripts, including emergency signposting and medical questions that must not be answered in DM
- Routing rules and a handover note so patients never have to repeat themselves
- An escalation matrix for harm allegations, threats, impersonation and data exposure
- Consent and privacy notes aligned to the DPDP Act, 2023 and DPDP Rules, 2025
- WhatsApp and Instagram specifics, plus a weekly quality check
Audience
Who it’s for
Clinic owners, doctors in private practice, hospital social media, contact centre and patient relations teams in India who handle DMs on Instagram, WhatsApp and Facebook.
Method
How to use it
- Adapt every script with your hospital’s names, numbers, links and languages, and have legal and a clinician approve them.
- Load the approved scripts as saved replies and quick replies on each platform.
- Set response times per category and train everyone who handles the inbox on the routing rules.
- Use the handover note for every transfer to the booking, estimates or patient relations desk.
- Run the weekly quality check and update scripts that confuse patients or staff.
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Questions about this kit
Enter your email in the form on this page and confirm it from the email I send you. Your welcome email then includes the download link for this kit and for every other tool on the Tools & Checklists page. It is free.
They are pre-approved replies for the messages a clinic receives on Instagram, WhatsApp and Facebook, organised by what the person wants. Templates keep answers accurate, consistent and safe, whoever is on shift. This kit pairs each template with a routing rule, so the message also reaches the right desk and the patient gets a clear next step.
This kit recommends not, even for the doctor. A DM gives no full history, no examination and no secure record, and advice can be screenshotted and shared out of context. Offer a consultation instead, and always signpost emergencies. Follow NMC professional conduct rules on patient communication and check your hospital’s policy.
Set your own standards per category: emergency signposting immediately, appointment and cost enquiries fast, and lower-priority categories within the working day. Measure against those standards weekly. The biggest win is usually not speed alone but making sure every conversation ends with a clear next step and a recorded outcome.
Collect only what you need, record that the person asked to be contacted, explain in your privacy notice how enquiries are used, honour requests to stop, and keep health details off social channels. The DPDP Act, 2023 and DPDP Rules, 2025 set the framework. Confirm the specifics with your legal team; this kit is not legal advice.
Automate what is safe and repetitive: greeting and away messages, emergency signposting, logistics, and routing questions. Keep a clear path to a human, which WhatsApp’s business policy requires where automation is used. Never let a bot interpret symptoms or reports. Review automated conversations weekly for messages it misread.