Prepared for Dr. Pankaj Patni · VIO Orthopedic Hospital

VIO Transition & Ecosystem Support

Building systems that allow VIO to run consistently without requiring your involvement in every operational decision.

What this brings

What this means for VIO

The aim is straightforward: fewer things that only move when you push them.

Defined ownership across operations, patient communication and marketing, so routine follow-ups with the team and vendors no longer need your attention to happen.

A patient experience that holds steady across every stage, whether or not you are in the building that day.

Clear and consistent transition communication so patients know when, where and how to continue their care.

One clear operational record for each patient, from first enquiry through follow-up, with appropriate role-based visibility, and a structured way to organise records and reports, subject to assessment of the existing systems and data.

Patient journey

One path, start to finish

Enquiry→Appointment→Arrival→Registration→Consultation→Investigation→Treatment decision→Surgery or conservative care→Discharge→Physiotherapy→Follow-up→Feedback→Long-term relationship

Every stage gets a clear owner and a defined next step, so nothing depends on memory or good luck.

How this rolls out

Four phases

Launching the CRM, the report tool, and a redesigned patient journey all at once, in the middle of a hospital move, creates exactly the confusion this is meant to prevent. Phased right, the move goes out on time, and the system gets built to actually hold up.

01

Transition Support

What ships first, no matter what else is decided:

  • One approved patient message about the move, sent through the channel they already use
  • Three named owners: operations, patient communication, marketing
  • One reception and call script, so every patient hears the same answer
  • Location details updated, or the transition process initiated, across Google Business Profile, Maps, website, WhatsApp and key online listings
02

Ecosystem Diagnostic

A structured assessment of what currently exists and what needs to change before technology is implemented. This includes:

  • Review of existing Excel records and HealthPlix capabilities
  • Mapping the actual patient journey from enquiry through follow-up
  • Identification of communication and follow-up gaps
  • Review of team roles and operational ownership
  • Assessment of report types and report-organisation feasibility
  • Definition of CRM, workflow and automation requirements
  • Preparation of the implementation blueprint, timeline and final commercial scope
03

Build and Adopt

Built and introduced in stages that the VIO team can realistically operate:

  • Patient communication and journey: appointment confirmations, pre-consultation guidance, post-operative and physiotherapy reminders, missed-appointment follow-ups, feedback and review requests, with clear ownership across every stage
  • CRM: customised around VIO's actual workflow, with the proposed integration of Legible, Embeings AI's report-organisation tool currently under development, subject to data and workflow assessment
  • Staff adoption: role-based training and written SOPs so reception, records and patient communication remain consistent across the team
04

Ongoing Growth and Optimisation

  • Social media and patient education: a consistent presence built around Dr. Patni's clinical voice and VIO's positioning
  • Google Ads: reaching patients actively searching for relevant orthopaedic services
  • Meta Ads: building awareness and generating relevant enquiries among suitable patient segments
  • Digital presence management: keeping Google Business Profile, website and online listings accurate and current
  • Ongoing review: monitoring enquiry quality, communication, conversion gaps and system adoption, and improving them over time

Together, these activities can help create a more consistent flow of relevant enquiries while reducing excessive dependence on referrals alone.

Advertising budgets, third-party software subscriptions, platform charges and external vendor costs will be estimated and approved separately.

Working together

What Sits With Us, What Sits With You

The engagement is designed around your clinical time being the most valuable and limited resource.

Embeings AI will manage:

  • Coordinating execution with assigned team members and vendors, consolidating open items and bringing forward only the decisions that require your involvement
  • Developing the patient communication framework, drafting approved templates and coordinating communication through authorised channels
  • Designing, implementing and maintaining the agreed CRM, workflows and SOPs
  • Training the relevant team members, supporting adoption and identifying execution gaps
  • Managing the approved social media, advertising and digital-presence activities under the agreed engagement scope
  • Providing consolidated progress, risks and decision points instead of fragmented updates throughout the week

Dr. Patni's involvement will be required for:

  • Defining VIO's clinical voice, positioning and long-term direction
  • Approving the overall patient communication framework, clinical messaging and sensitive communication
  • Nominating accountable internal owners and enabling their participation
  • Providing access to the relevant systems, records and information
  • Taking strategic, clinical and commercial decisions that only he can make

Sequencing

Implementation Sequence

Transition support can begin immediately. The diagnostic can run alongside it. CRM development, report organisation, SOP creation and team training will proceed after the relevant data, workflows and requirements have been validated.

Next decision

Proposed Next Decision

  1. Approve immediate transition support.
  2. Approve the ecosystem diagnostic.
  3. Nominate the internal owners for operations, patient communication and marketing.
  4. Share access to the relevant records, reports and existing systems.
  5. Review and approve the final implementation and ongoing engagement proposal after diagnosis.