Tools & Checklists · Free workbook
Hospital digital maturity assessment
Score the hospital across website, CRM, contact centre, listings, content and AI search, and see where the score is lowest.
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Why it exists
The problem it solves
Digital maturity in a hospital is usually judged by whichever project is newest, a fresh website, a CRM rollout, a chatbot pilot, while older parts of the stack quietly fall behind. A hospital can have an excellent website and a contact centre that still answers on paper, and neither project owner sees the whole picture.
This scorecard rates the hospital across six areas, website, CRM, contact centre, listings and reviews, content, and AI search visibility, using the same simple scale throughout. It will not tell you which project to fund. It will tell you, honestly, which area is furthest behind the others, which is usually where the next investment should go.
Inside
What you get
- A scoring sheet across six areas: website, CRM, contact centre, listings and reviews, content, and AI search visibility
- A consistent 0 to 4 scale with a written description for each score, so scoring is not a guess
- A summary sheet that charts the six scores against each other automatically
- An instructions sheet explaining how to score honestly rather than aspirationally
- A notes column for evidence, so a score can be defended in a review
- A re-score section to track the same assessment a year later
Audience
Who it’s for
For digital, marketing and growth leaders in Indian hospitals and groups who need an honest, comparable read on where the digital stack is weakest.
Method
How to use it
- Score each of the six areas using the written descriptions, not your general impression of how the project is going.
- Write the evidence for each score in the notes column so it can be defended later.
- Look at the summary sheet and find the lowest score, not the one that feels most urgent.
- Take the lowest-scoring area into your next planning conversation before adding scope to an area that already scores well.
- Re-score on the same sheet a year later and compare, rather than starting a fresh assessment each time.
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Questions about this workbook
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Six areas: the website, CRM, contact centre, listings and reviews, content, and AI search visibility. Each is scored 0 to 4 against a written description, so two different people scoring the same hospital should land close to the same number.
It works best scored by the people who actually run each area, website by whoever owns it, contact centre by whoever runs it, rather than one person guessing across all six. The summary sheet then shows where those honest scores diverge most sharply.
Usually, but not automatically. A low score in an area with little patient impact matters less than a middling score somewhere with high volume. The sheet gives you the comparison; the decision on what to fund still needs your own judgment about where the volume and the risk actually sit.
It is newer and less familiar to score, which is exactly why it is included rather than left out. Being visible and accurately represented in AI-generated answers is now part of how patients find and judge a hospital, and most hospitals have never scored themselves on it at all.
A single hospital can use it as it is. A group can either score each unit separately and compare, or score the group’s shared systems, website, CRM, once and score contact centre and listings by unit, since those are usually run locally.