Lead-to-procedure flow
The end-to-end patient flow from ad form to post-op check-up, and which MedicalGrow module to use at each step.
3 min read
In medical tourism, a patient goes through dozens of messages, several files, a quote, a payment and a travel plan between the first ad click and operation day. If these steps are spread across different people and screens, patients get lost. This guide brings the end-to-end flow, and the module to use at each step, onto one page.
The flow, step by step
- Ad form. The patient fills in a Facebook/Instagram lead form or a website form. It lands in the CRM automatically: Facebook lead forms.
- Contact and opportunity created. The contact is created in Contacts and an opportunity opens at "New Lead" in Opportunities, assigned to a coordinator. The source is recorded automatically.
- WhatsApp first reply. Within 5 minutes, the coordinator writes from Conversations using an approved WhatsApp template in the patient's language: Speed to lead.
- Photos and X-rays. The patient sends images on WhatsApp. The coordinator saves the files to the patient record and Media Storage, and ticks "Photos Received": Uploading and organising files.
- Treatment plan and price. The doctor reviews; the sales consultant sends the plan and price. The opportunity moves to "Plan Sent", and Opportunity Value and "Quoted Price" are filled in.
- Deposit. The patient pays the deposit. The opportunity moves to "Deposit Paid" and "Deposit Amount" is entered. Operation day is booked in Calendars.
- Travel. Flight, hotel and transfer details go into the Travel folder on the contact record; the opportunity moves to "Travel Confirmed".
- Treatment day. The patient arrives; the appointment is marked "Showed" in Calendars. When treatment ends, the opportunity moves to "Treatment Done" and is marked Won once the balance is paid.
- Follow-up and review. Check-up dates go in the calendar, the patient is followed up on WhatsApp after flying home, and a review is requested ("Review Requested" ticked).
Step – module – owner summary
| Step | Module | Owner | Target time |
|---|---|---|---|
| 1–2 Form, contact, opportunity | Integrations → Contacts, Opportunities | Automatic | Instant |
| 3 First reply | Conversations | Coordinator | < 5 minutes |
| 4 Photos | Conversations, Media Storage | Coordinator | 24–48 hours |
| 5 Plan + price | Opportunities | Doctor + sales | 24 hours after photos |
| 6 Deposit | Opportunities, Calendars | Sales / finance | 3–14 days after plan |
| 7 Travel | Contacts (Travel fields) | Coordinator | 7 days before arrival |
| 8 Treatment | Calendars, Opportunities | Doctor, finance | Operation day |
| 9 Follow-up | Calendars, Conversations | Coordinator | Week 1, month 1, month 6 |
Tip
Updating the opportunity stage at the end of each step makes the whole flow reportable. For stage definitions, see Patient journey pipeline.
Hand-off points
Patients are most often lost when they change hands. Three critical hand-offs:
- Coordinator → doctor (steps 4–5): when photos arrive, assign the doctor a task with a due date: Tasks and notes.
- Doctor → sales (step 5): the doctor writes their note in "Treatment Details"; the sales consultant builds the plan from it.
- Sales → coordinator (steps 6–7): once the deposit is in, the opportunity is reassigned to the coordinator and travel arrangements begin.
Note
If reminders, automatic assignment and workflow automations are not included in your package, manage these hand-offs manually with tasks and assignment. For automation needs, message our support team on WhatsApp.
Example
Lucas Martin from France fills in a veneers form at 10:00 on Monday. At 10:03 he gets a WhatsApp message in French from Zeynep and sends photos the same day. On Tuesday the doctor reviews them; on Wednesday Can sends the plan and a €4,900 quote. On Friday Lucas pays a €400 deposit, and the operation is booked three weeks out. Zeynep records his flight and hotel in the Travel folder and arranges the transfer. After treatment, week-1, month-1 and month-6 check-ups are in the calendar; at the month-1 check-up, Lucas is asked for a Google review.
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