CRM for Clinics and Dental Practices: Booking and Reminders

In a clinic, the client is a patient, and a lost appointment means an empty chair and lost revenue. The patient forgot about the visit, the treatment plan went home on a piece of paper and never came back, nobody invited the patient back for a check-up. That's why emyCRM has two apps, “Clinic” and “Dentistry”: the schedule, medical records, reminders and money in one system with telephony and messengers.

Schedule: doctors, rooms, chairs

Each doctor has a weekly schedule and exceptions for specific dates; the clinic has branches and rooms or chairs. The schedule opens as a day view with doctors as columns, or as a week view for one doctor, with a branch filter. You can't book an appointment on top of another one with the same doctor or in the same room; the system doesn't block bookings outside working hours, but it warns you. To move an appointment, drag it.

An appointment has seven statuses: “Booked,” “Confirmed,” “Arrived,” “In the chair,” “Done,” “No-show” and “Cancelled.” You can also see where the booking came from: a phone call, a walk-in, online booking, the waitlist, the clinic's Telegram bot or Emy AI.

Online booking and the waitlist

The clinic gets a link to a booking page — add it as a button on your website, on Instagram or in a messenger. The patient sees branches with addresses, doctors with their specialties and free times, and enters a name and phone number. Patients can book no more than 14 days ahead and no later than 2 hours before the visit (both limits are configurable), and one phone number can hold no more than two upcoming online bookings. Times are shown in the clinic's time zone, and the front desk gets a task to confirm the booking.

If there's no suitable time, the patient joins the waitlist. When someone cancels a visit, the freed slot is offered to the first matching patient in the queue: the front desk gets a task, and the patient can get a message in a messenger — replying “yes” books them. The offer is valid for 24 hours.

Reminders: fewer empty chairs

A visit reminder goes out 2, 3, 6, 12, 24 or 48 hours ahead — whatever the clinic sets. The channels are WhatsApp, Telegram and Instagram through the messenger app from the marketplace, plus the clinic's own Telegram bot. Reminder texts contain no diagnoses.

The patient replies right in the messenger. On “yes,” the appointment switches to “Confirmed” by itself, and the patient gets a “See you” message. On “reschedule” or “I won't come,” the front desk gets a task: a person decides whether to move or cancel the appointment. Patients at high risk of not showing up — those who have missed visits before, booked themselves for the first time, or booked long ago — get a second reminder 3 hours before the visit. The risk is calculated by rules, not by a neural network.

Medical records and visit notes

• Patient card: number, date of birth, sex, payer or representative, a note for the front desk; medical history — allergies, chronic conditions, medications, blood type.
• Visit note: complaints, history, objective findings, diagnosis with ICD-10 codes, treatment and recommendations. A signed visit note can't be edited — only supplemented with dated entries. Visit note templates are available.
• Documents: consent to treatment, an agreement, consent to personal data processing and a treatment plan — from templates; the patient signs them with a finger on a tablet.
• Imaging: X-rays, photos and scans up to 30 MB, linked to a tooth or a visit note, with a “before and after” comparison.
• Access log: every time a medical record is opened, it's logged — you can see who viewed it and when.

You can dictate a visit note by voice — up to three minutes — or paste it as text: AI sorts it into sections and suggests tooth markings, and the doctor reviews and confirms. An administrator turns this feature on, and it uses Emy AI credits. The “Explain to the patient” button retells the treatment plan or the outcome of the visit in plain words.

Dentistry: dental chart, periodontal chart, treatment plan

The dental chart uses FDI numbering for permanent and primary teeth: six surfaces and the “Present,” “Planned” and “Done” layers; you can open the chart as of any past date. The patient card has a 3D jaw and a full-screen “Show the patient” mode: a treatment plan is easier to agree on when the patient can see it.

The periodontal chart records six sites per tooth: pocket depth, recession, bleeding and plaque, plus mobility and furcation. A treatment plan comes in three options — “Economy,” “Optimal” and “Premium”; once the patient picks one, the others are closed. Dental lab orders are tracked by tooth, with shade, due date and cost, and overdue ones are highlighted.

Money: cash desk, installments, doctor payroll

• Payment in cash, by card or by bank transfer; a patient balance for prepayments, debt from unpaid invoices, refunds from the balance, and “Daily cash.”
• Installment plans of up to 36 payments, with a payment reminder.
• Packages — several visits for one price — and gift certificates with a code that can be redeemed in parts.
• Payroll for doctors and assistants — as a percentage of revenue or of the amount minus materials and lab costs. The CRM calculates and exports it; you make the payments.
• Materials are written off from stock according to material cards when a visit is completed — if stock tracking is connected.

Bring patients back and see the numbers

The patient recall section collects three lists: “Check-up due” (by default, six months after the visit), “Unfinished plan” and “No-show, not rebooked.” AI prepares the message text, and a person sends it. After the visit, you can send the patient an NPS survey from 0 to 10 in a messenger.

Reports show revenue, average check, no-shows, new and returning patients, doctor utilization, the share of accepted treatment plans, cash and NPS — by doctor and by branch. Reports are visible to employees with the “Clinic settings” permission.

Who sees what

When you connect the app, the “Doctor” and “Front desk” roles appear. A doctor sees patients and the schedule and works with medical records, but books and moves only their own appointments. The front desk books with any doctor and handles invoices and payments, but doesn't open medical records. Other roles are configured as anywhere else in emyCRM — more in our article on CRM roles and permissions.

Telegram bot and AI administrator in messengers

The clinic creates its own bot through @BotFather and connects it to the CRM. The patient signs in by sharing their phone number and sees their appointments: they can confirm, reschedule or cancel a visit, book again or join the waitlist. Reminders arrive there too — with buttons. The “Treatment and payments” section appears only if the clinic has turned it on and the patient has given consent.

The text-based AI administrator answers patients in messengers — around the clock or only after hours. It gives no medical advice and hands the conversation over to a person if it can't cope. It needs the messenger app and Emy AI credits.

How to get started

1. Sign up from the page for medical practices and choose “Clinic” or “Dentistry” — the app turns on right away.
2. Add branches, rooms or chairs, and doctors with their weekly schedules.
3. Check the starter price list — 37 services in “Dentistry,” 12 in “Clinic” — and set your own prices.
4. Connect the messenger app or the clinic's Telegram bot and turn on reminders.
5. Publish the online booking link on your website and social media.