Eight capability lanes that help MDS route partner review, integration and co-delivery without confusing the client operating model.
Categories organize review and co-delivery. They are not certification, accreditation, endorsement or exclusivity.
Pipeline, segmentation and patient journey operations.
Lead and patient journey workflows, segmentation, consent-aware follow-up and reporting.
Web forms, booking, WhatsApp/SMS/email, call-center handoff and CRM reporting.
Documented data model, access controls, consent handling and reliable handover.
Each lane describes the capability, the patient-journey touchpoint and the minimum operating expectation.
Pipeline, segmentation and patient journey operations.
Scope: Lead and patient journey workflows, segmentation, consent-aware follow-up and reporting.
Touchpoints: Web forms, booking, WhatsApp/SMS/email, call-center handoff and CRM reporting.
Routing, call quality and reception infrastructure.
Scope: IVR, routing, call tracking, QA and missed-call recovery.
Touchpoints: Reception, call center, appointment confirmation, escalation and service recovery.
Communication, feedback, reviews and service recovery.
Scope: Patient messaging, reminders, feedback loops, review workflows and experience operations.
Touchpoints: Pre-visit, booking, post-visit, retention and reputation journeys.
SOPs, privacy review, quality systems and audit readiness.
Scope: Policy, SOP, privacy, audit-readiness and governance support.
Touchpoints: Internal operations, staff enablement, vendor controls and change management.
Reception, sales, service and operational coaching.
Scope: Reception training, scripts, coaching, QA programs and conversion SOPs.
Touchpoints: Front desk, call teams, messaging, follow-up and clinician handover.
Decision-grade measurement across the funnel.
Scope: Dashboards, event design, funnel measurement, experimentation and attribution support.
Touchpoints: Web, CRM, paid media, call center and operational performance data.
APIs, middleware, authentication and system reliability.
Scope: CRM, telephony, messaging, scheduling and internal system integrations.
Touchpoints: APIs, webhooks, ETL, authentication, middleware and system monitoring.
Governed content, video and localization capability.
Scope: Educational content, video production, localization and governed publishing workflows.
Touchpoints: SEO/GEO, social, patient education, campaigns and authority-building content.
Every partner lane is still expected to meet the same core healthcare delivery principles.
Select the capability that most closely matches the delivery you own.
Review security, privacy, data, claims and operating expectations.
Validate evidence, healthcare context, ownership and delivery model.
Agree the pilot or onboarding path, scope and ongoing governance.