Move from working by memory to working by system
Quick answer
A minimum back office has five parts: a client and case-status database, a per-case document store, a shared appointment calendar, standard communication templates, and a monthly metrics report — all designed with client health-data protection as the first requirement.
A client database need not be expensive software. What matters is clear case status: new enquiry, under assessment, date confirmed, travelling, operated, in follow-up. With clear statuses you instantly see what is stuck and who is being forgotten.
The per-case document store should hold the quotation, confirmed surgical plan, consent form, payment evidence, the pre- and post-op instructions you sent, and follow-up notes. Standardise file naming across the team: when a problem hits, you have minutes to find the right document.
A shared calendar prevents this industry's most common failure: two cases needing on-site presence at the same time. Log hospital appointments, flights, accommodation check-in and check-out, and dressing appointments so real workload is visible weeks ahead.
Communication templates keep quality consistent and cut hours. Have at least: screening questions, photo instructions, plan-and-price summary, pre-op guidance, wound-care guidance, and timed follow-up messages. Templates do not make communication cold if you still tailor each case.
Monthly reporting needs few but pointed numbers: new enquiries, enquiry-to-case conversion, completed cases, complaints, referral rate and revenue by channel. Together they tell you whether the problem is marketing, sales or care quality.
Never neglect data security. Facial photos and health histories are sensitive: restrict access to those who need it, never leave them in staff personal chats, set explicit retention periods, and obtain written consent every time you publish anything.
Yes at low volume, provided you are disciplined about records and access control. As the team grows, move to tools with permissions and edit history.
Only as long as case care and applicable law require, then delete securely. Never keep copies on personal devices.
Referral rate — it reflects real care quality and is the most sustainable way to lower acquisition cost in this business.
From the moment there is a second person — or earlier if you plan to scale. Writing playbooks retroactively after growth is far harder.
3 points • reviewed 2026-09-02
Reviewed and last updated: 2026-09-02
2 sources • every claim is traceable
https://www.kotra.or.kr/
https://www.investkorea.org/
Last updated: 2026-09-02 · This content is for information only and is not medical advice. Consult a qualified doctor before making treatment decisions.
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