The patient record — everything on one screen

What is a patient record in a CRM?

A patient record is one page that shows the whole relationship with a person, from the first call to the latest payment. Its job is simple: any staff member understands the situation in a minute, without asking colleagues or opening a spreadsheet.

What a 95sales CRM record includes:

• Contacts and next of kin — who the patient is, and who decides and pays for them.
• Site, bed, rate, level of care — levels I–IV, each with its own price multiplier.
• Diagnosis — stored encrypted.
• Source and referrer — where the patient came from: ads, website, a hospital or a doctor.
• Charges, payments, balance — what was billed, what was paid, what's still owed.
• Documents — contract, acceptance record, ID, consents, each marked as checked.
• Care plan — for inpatient facilities and care homes.
• Timeline — calls, inquiries, comments, changes and tasks in chronological order.

How is a patient record different from a lead record?

A lead record is about the sale: the first-call form, pipeline stage, AI call scores and next step. A patient record is about service and money after the person becomes a client. The two are linked. On admission, the lead's history moves to the patient record, and the ad source isn't lost.

For more on working with leads, see sales pipeline and AI call analysis.

Who sees what in the record?

The record is shared, but everyone sees their own part. 95sales CRM has flexible roles and access permissions, enforced on the server:

• Nursing staff — care and what they need to work with the patient, with no money.
• Doctor — only their own appointments and patients, plus a comment after each visit.
• Nurse on lab trips — only her own trips and how much to collect.
• Sales — their part, with limits on sensitive data.
• Office — documents and payments.
• Finance team — money for all locations, without medical data.
• CFO and CEO — everything, including money.

Entering isn't seeing: someone who enters payments without finance access sees only their own entries, not other people's amounts.

Restricted psychiatric records are visible only to staff with a separate permission. Every change goes into the audit log. More in data security.

A client record for service businesses

The record works outside healthcare too. For agencies and service companies, it's a client record: contacts, deals, invoices, payments, balance, files and a timeline, with no medical fields. More on CRM for agencies.

How to get started

1. Export your current patient list to Excel or CSV. Any spreadsheet will do.
2. Upload it through the importer and match the columns. Duplicates are checked on the server, and you can undo an import within 7 days. If you're moving from another CRM, our team handles it. See data import.
3. Set up rates, levels of care and sites.
4. Assign roles: who sees diagnoses, who sees money, who sees only care.
5. Attach the key documents to each record: the contract and the data processing consent.

Timeline, search and export

The timeline in each record shows everything that happened with the patient in order: calls and their AI analysis, website inquiries, stage changes, comments, tasks, charges and payments. A new hire reads the timeline and understands the history in a couple of minutes, without asking around.

A few more things around the record:

• ⌘K search — across the whole system: last name, phone, contract number. No need to remember which section to look in.
• Business (brand) — if you run several businesses in one CRM, each record belongs to its business, and lists filter with a switcher.
• Referrers — hospitals and doctors who send you patients have their own record: how many patients and how much revenue they brought.
• Export to Excel and PDF — exports the list on screen, and only within the user's permissions. The export itself is logged in the audit log.
• Trash — a deleted record isn't gone for good. You can restore it.

The CRM interface is available in English, Ukrainian and Russian. Each user picks their own language, and the data stays shared.