AI automation for healthcare & dental practices
A single message can ask to move an appointment and raise a question for a clinician. We can help reception separate the administrative work from the clinical handover while keeping the original message intact.
A cancellation with a follow-up question
Illustrative example using fictional details.
Message to reception
“Please move my Tuesday appointment. I also have a question for the dentist about my last visit.”
What the team can check
- Reception task
- Verify the booking using the practice’s existing identity checks
- Clinical handover
- Send the original question to the designated member of the practice team
Reception draft
“We can help rearrange your appointment and pass your question to the dentist. Please use our usual booking contact to confirm which appointment you would like to change.”
How the workflow runs
- Identify the administrative request. Group messages using categories approved by reception, such as booking changes and billing questions. Unclear, mixed or potentially urgent messages follow the practice’s staff-review procedure.
- Prepare the handover. Keep the original message available to authorised staff and expose only the information each queue needs. The practice determines who assesses clinical content.
- Confirm the action. Reception checks identity, booking details and available times before changing a slot or sending a reply. Clinical assessment stays with qualified staff.
What we need from you
Start with fictional messages and a diagram of reception queues. Agree access, retention, permitted systems and escalation ownership with the practice before any decision about live data.
Pilot with fictional cases
Include a routine cancellation, an ambiguous request and a booking message containing a clinical question. Check every handover with the practice lead and keep existing urgent contact routes in operation.
Frequently asked questions
What if a booking email also mentions symptoms?
A mixed or unclear message should go to a staff review queue. Your practice sets the handover procedure and a qualified professional handles the clinical content.
What should we share for an initial discussion?
Describe the categories of reception work and use fictional messages to illustrate them. We assess access and data handling with your practice before considering real records.
Could this select treatment or decide how urgent symptoms are?
This example covers administrative routing. Clinical decisions and assessments of urgency belong to the practice’s qualified team under its own procedures.
What if the calendar connection is unavailable?
Keep the request in the reception queue. Staff can check the booking system directly before offering a time or confirming a change.
Which reception queue would you start with?
Describe the message types and staff roles using fictional examples, without sharing patient information.