Patient Feedback (CSAT) WhatsApp Template for Hospitals & Clinics

Personalise it so it reads like your front desk, not a robot

Three variables do the heavy lifting. Use the patient's first name in {{1}} so the message feels addressed, not blasted. Put your exact clinic or hospital branch name in {{2}} — patients who visit multiple facilities need to know which one is asking. Add the visit date in {{3}} to anchor the memory to the right appointment. Keep the tone warm and plain; avoid clinical jargon and never reference a diagnosis, test result or treatment in the message body, both for privacy and because Meta scrutinises health content closely. Where you serve a regional patient base, create a Hindi, Tamil, Marathi or Bengali version of the same template — response rates rise sharply when the question arrives in the language the patient speaks at home.

• {{1}} first name — addressed, not blasted
• {{2}} exact branch or clinic name — disambiguates multi-location practices
• {{3}} visit date — anchors the right appointment
• Regional-language variants for higher completion

Route low scores to a human, high scores to a review

The template earns its keep in what happens after the tap. Wire the three buttons to an automation: a Poor or Okay rating should open a short apology flow and create a callback task for your front desk or patient-relations team, ideally within the hour. A Very good rating can trigger a warm thank-you and — only for patients who rated highly — an optional link to leave a Google or Practo review. This closed-loop design turns a passive survey into an early-warning system for service quality and a steady stream of genuine, positive reviews, without ever pressuring an unhappy patient to rate you in public. Track your CSAT trend by branch, doctor or department to spot where experience is slipping before it shows up in your monthly numbers.

Get it approved on the first submission

Submit the template as Utility, since it is transactional and tied to a completed visit. Keep the body strictly about the experience — the moment you add a discount, a package promotion or 'book your next visit at 20% off', Meta will reclassify it as marketing and likely reject the utility submission. Fill in realistic sample values for all three variables (a real-sounding name, your actual clinic name, a date) so the reviewer can see the message makes sense. Avoid words that trip health-content filters, don't reference specific medical conditions, and keep buttons to plain quick replies. Note that consent still applies: send only to patients who have opted in to WhatsApp communication from your practice, typically captured at registration or first booking.

• Category: Utility — transactional, tied to a real visit
• No offers, discounts or upsells in the body (that makes it marketing)
• Provide realistic sample values for {{1}}, {{2}}, {{3}}
• No medical conditions, results or diagnoses in the text

What it costs to send

Since 1 July 2025, WhatsApp bills per delivered message by category rather than per 24-hour conversation. This CSAT template is Utility, so each delivered message is charged at the utility rate on Meta's live India rate card, plus InfiQ's transparent ₹ platform pricing (ex-GST). The free 24-hour service window still matters operationally: when a patient taps a button, their reply opens a service window in which you can respond and handle a complaint at no extra messaging cost. Use the cost calculator to slide your monthly appointment volume and see the utility spend and typical return — for most clinics, one recovered patient or one avoided bad review pays for a month of feedback messages many times over.