AtomCRM for orthopaedic clinics: book the pain call today, follow the surgery decision for weeks
Orthopaedic enquiries come in two speeds. A sports injury, a fall or sudden back pain wants an appointment today. A knee or hip replacement enquiry is a family decision that can take weeks, involves reports and second opinions, and is often made by a son or daughter calling on behalf of a parent.
AtomCRM handles both speeds from the same calling app: fast answering and escalation for the urgent calls, dated follow-ups and full history for the slow ones.
- Orthopaedic calls split into urgent pain and injury appointments, and slow surgery decisions.
- Missed-call escalation and forwarding keep urgent calls from ringing out.
- Surgery enquiries get stages with required callback dates, so weeks-long decisions stay visible.
- One lead holds the whole family conversation; calls on the lead's number are captured automatically, and other family numbers can be noted on it.
- Recall rules can bring physiotherapy and post-operative follow-up patients back into the calling list.
Why orthopaedic phones need two kinds of discipline
The urgent call is simple to win and easy to lose. A patient with a twisted ankle rings, nobody answers during the morning OPD rush, and they walk into whichever clinic picks up. What matters here is that every call is answered or returned within minutes.
The surgery enquiry is the opposite. Nobody books a joint replacement on the first call. The family asks about the procedure, the hospital stay, the cost and insurance, then goes quiet while they gather reports and talk to relatives. What matters here is that someone calls back on the day they promised, knowing everything already discussed.
The calling app, mapped to orthopaedic enquiries
Urgent appointments
Carrier forwarding moves a live call from a busy handset to the next one. If it is still missed, the call-back is offered to colleagues with a countdown.
Surgery enquiries
A surgery-enquiry stage can require a callback date, and the promise sits in Follow-ups until someone keeps it.
Family callers
Agree one main contact number with the family and keep it on the lead, so their calls are captured against it. Note the other family numbers too, so whoever answers knows whose enquiry it is.
Insurance questions
Notes record which insurer or scheme the family asked about, so the next caller does not ask again.
Physiotherapy recalls
Rule-driven recalls bring post-operative and physiotherapy patients back into the list when a session or review is due.
Campaign attribution
Consultations booked from ad leads can flow back to Meta and Google through Beacon.
An orthopaedic pipeline with both tracks
AtomCRM ships with orthopaedic stages, which we adapt to your clinic during setup. Many clinics run two tracks in one pipeline.
| Track | Stages | Rule worth setting |
|---|---|---|
| Urgent OPD | New call, appointment offered, appointment booked, visited | Same-day callback on anything not booked |
| Surgery enquiry | Enquiry, reports awaited, consultation booked, surgery discussed, date planned | Callback date required at every stage before "date planned" |
| Post-procedure | Discharged, physiotherapy, review due | Recall rule for each review |
Using recordings to handle cost questions well
Surgery cost is the question families ask most, and the one most likely to be answered inconsistently. One telecaller quotes a package, another gives a range, a third says "the doctor will tell you". Families notice.
With recordings on the lead, a manager can listen to how cost questions are really being handled and settle on one clear answer the whole team uses. Recordings come from the handset's built-in call recorder, and the calling app matches each one to the right call by time and duration.
Keeping orthopaedic calls within the rules
- No diagnosis on the phone. Whether a patient needs surgery is the surgeon's call after examination and imaging.
- No outcome guarantees. Avoid promising pain-free recovery, a fixed recovery time or a specific result.
- Accurate cost information. Share package details as the hospital defines them, including what is and is not included.
- Respect the patient's privacy. When a family member calls, share only what the patient has agreed can be shared.
What to set up in the first month
Start with the urgent track, because that is where calls are lost fastest. Draw the forwarding ladder for the OPD enquiry handsets, set the escalation ladder behind it, and check after the first week how many missed calls were rescued and how many were lost, and at which hours.
Then build the surgery track. Go through recent joint-replacement and spine enquiries in whatever system you use today, move the ones still worth calling into AtomCRM with a callback date, and agree one clear answer for the cost question so every telecaller and counsellor gives the same one.
Finally, add recall rules for post-operative reviews and physiotherapy. Those calls are easy to forget because nobody is chasing them, yet they are the ones patients remember when a relative asks where to go.
What AtomCRM costs
₹50,000/- one-time setup
+ ₹799/- per telecaller per month
Count everyone who makes or takes enquiry calls from the app, whether they are telecallers, counsellors or coordinators. Setup covers your stages, lead sources, ladders and the handset pilot. Recording storage is the only added running cost.
AtomCRM is live at 80+ healthcare centres in India, including 15+ IVF centres, 20+ aesthetic centres and 10+ eye centres.
AtomCRM for orthopaedic clinics: common questions
How do we handle several family members calling about one patient?
Keep one lead for the patient with the family's main contact number, so calls on that number are captured against it automatically. Note the other family numbers on the lead, and ask the family which number they prefer you to call.
Can AtomCRM separate urgent calls from surgery enquiries?
Yes. Stages are configured for your clinic, so urgent appointments and surgery enquiries can follow different tracks with different follow-up rules.
Does AtomCRM handle physiotherapy recalls?
Recall rules can bring post-operative and physiotherapy patients back into the calling list when a session or review is due.
What does it cost?
₹50,000/- one-time setup plus ₹799/- per telecaller per month, with the calling app included.
Keep reading
AtomCRM overview
The calling app, the CRM behind it, the Android recording constraint and pricing on one page.
AtomCRM for multi-specialty hospital OPDs
Many departments, one enquiry line, and appointment calls that must be answered on the same day.
Follow-up discipline
Overdue, today and upcoming buckets, mandatory notes and required callback dates that keep promises visible.
Missed-call escalation
How a missed patient call is offered to the next free colleague within seconds, with a countdown and a full audit.
See the AtomCRM calling app on your own handsets
We start with a two- or three-phone pilot, so you know exactly what you are buying before your whole calling team moves over.
