Glossary

Medical tourism and CRM glossary

From leads to cost per patient, template messages to GDPR: the terms clinic owners and patient coordinators deal with every day, explained with clinic examples.

24 terms

A

AttributionWorking out which ad, campaign or channel a lead or patient came from.

C

ConsultationAn initial assessment where the patient's case is reviewed and treatment options are discussed.

Cost per lead (CPL)Ad spend divided by the number of leads it generated.

Cost per patientTotal ad spend divided by the number of patients who went ahead with treatment (or paid a deposit).

CRMSoftware that manages customer (patient) relationships, communication and the sales process in one place.

D

DepositA partial payment a patient makes in advance to secure their treatment date.

G

GCLIDThe unique click ID Google Ads assigns to every ad click.

GDPRThe European Union's General Data Protection Regulation (EU 2016/679).

K

KVKKTurkey's Personal Data Protection Law No. 6698, which governs how personal data is processed.

L

LeadA potential patient who has contacted your clinic for the first time and shown interest in a treatment.

Lead formA form that opens inside an ad platform, letting people leave their details without visiting your website.

N

No-showA patient who books an appointment and doesn't turn up without letting you know.

NPSA satisfaction score measuring, from 0 to 10, how likely patients are to recommend your clinic.

O

OmnichannelBringing every channel a patient uses into one inbox and one shared history.

P

PipelineA visual board of the stages a lead moves through, from first message to treatment.

R

RetargetingShowing ads again to people who have visited your site or engaged with you.

Round robinDistributing incoming leads to agents in turn, so each gets an equal share.

S

Speed-to-leadThe time between a new lead arriving and receiving its first meaningful reply.

T

Template messageA pre-approved WhatsApp Business API message that can be sent outside the 24-hour window.

Treatment planA personalised proposal setting out the scope, duration and price of the recommended treatment.

U

UpsellOffering a patient a suitable, complementary service alongside the treatment they came for.

UTMParameters added to a link to show which source and campaign a visitor came from.

W

WhatsApp Business APIMeta's official, multi-user WhatsApp infrastructure for businesses.

0–9

24-hour windowThe 24 hours after a patient's last WhatsApp message, during which you can send free-form messages.

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