A nurse helping an elderly patient check an appointment on a tablet at a hospital reception

Every patient enquiry, answered and followed up.

HubSpot for hospitals, clinics and specialist groups across Southeast Asia. Patients answered faster and booked sooner, with data protection risk kept low in every market.

Talk to a specialist Data protection by country

Azend sets up HubSpot for healthcare providers so patient enquiries from every channel reach the right clinic, appointments are booked and reminded, and follow-ups happen on time.

Enquiry to appointment to follow-up.

Framework 01

The patient journey engine.

Six stages from first enquiry to return visit. Between each pair, the KPI we track in HubSpot.

  1. 01Enquiry
  2. Measured between Enquiry and Appointment: Speed to responseTime to the first reply
  3. 02Appointment
  4. Measured between Appointment and Visit: Show rateAppointments attended, not missed
  5. 03Visit
  6. Measured between Visit and Follow-up: Follow-up on timeFollow-ups sent on schedule
  7. 04Follow-up
  8. Measured between Follow-up and Feedback: Feedback ratePatients who share feedback
  9. 05Feedback
  10. Measured between Feedback and Return visit: Return ratePatients who book again
  11. 06Return visit

A model, not a result: we set your baseline for each KPI in the first weeks, then report against it.

What leaders measure

Built for your leadership team.

Patient access and risk, in the numbers each leader reports.

Connected to your patient system.

01

Appointment status, synced

Bookings and attendance flow from your patient system into HubSpot.

02

Only the fields needed

We map the minimum data each team needs, nothing more.

03

Clinical records stay put

Notes and results remain in the patient system, not the CRM.

Data protection, by design.

Configured in the CRM from day one.

Consent, recorded

Captured at every entry point and stored on the contact record.

Retention, configured

Rules that keep data only as long as it is needed.

Access, by role

Each clinic, team and agent sees only what it needs.

Local law, per market

Malaysia PDPA, Singapore PDPA, Philippines Data Privacy Act.

HIPAA, for US patient data

HubSpot supports HIPAA on Enterprise subscriptions: sensitive data storage is switched on and a Business Associate Agreement (BAA) is accepted with HubSpot. We set up the Sensitive Data properties, the access rules, and the tools that cannot use them, such as chatbots, playbooks and personalisation tokens.

Framework 02

How the channels connect.

The channels and systems shown are the ones this playbook typically connects; yours are mapped on day one.

Questions.

Is HubSpot HIPAA compliant?

HubSpot supports HIPAA-covered data on Enterprise subscriptions once sensitive data storage is switched on and the Business Associate Agreement is accepted. Some tools, such as chatbots and personalisation tokens, cannot use Sensitive Data properties.

Should patient data live in HubSpot?

HubSpot holds the contact and enquiry data that front desk and marketing teams need. Clinical records stay in your patient system, and only the agreed fields are synced.

Which patient systems can you integrate?

We integrate through the system's API or a middleware layer, and confirm the approach once we have seen your setup.

Next in the system.

HubSpot integrations

Patient, ERP and messaging systems connected.

Explore

Trust

Our data protection and AI commitments.

Explore

Data protection by country

The law in each market, plainly.

Explore
A nurse and an elderly patient reviewing a tablet in a bright hospital corridor

Patients answered. Follow-ups on time.

A strategy call maps your patient journey from first enquiry to return visit.

Talk to a specialist