Clinics and dental care · Sample scenario
Sending appointment preparation instructions
Clinic-approved preparation instructions for the appointment type are sent in the patient's language, and receipt is recorded.
Problem
Patients do not get preparation rules in time or get the wrong version; as a result, the procedure is postponed.
How it works today
When booking, a staff member explains the instructions from memory or sends an old file. Nobody records who received them.
What this scenario changes
As soon as an appointment is booked, the instructions for that appointment type are selected from the clinic's approved knowledge base, and the approved version in the patient's language is sent through the channel they consented to. The patient's reply is classified: a receipt confirmation is recorded, while a personal medical question is routed to a doctor.
The process step by step
- Appointment booked: New appointment in the clinic system
- Approved instructions selected: From the knowledge base by appointment type
- Language and channel checked: Approved language version and consent
- Instructions sent: Unchanged, as a PDF and a short message
- Patient reply classified: Receipt confirmation or personal question
- Only a confirmation?: No personal medical question
- Receipt recorded: Record in the clinic system
Exception path
- Doctor answers: The question goes to the doctor's queue
- Patient informed: The approved text is sent
The role of AI
Only classifies the patient's reply: a "received" confirmation or a personal medical question. It does not write or change the instructions.
Human approval and exceptions
If the patient asks a personal question about their condition or medication, the system does not answer: the question goes to the doctor's queue and the patient receives an approved text saying so.
Frequently asked questions
Does AI write the instructions?
No. The text sent is the version approved by the clinic's doctors; AI does not write or change it.
What happens when the instructions are updated?
As soon as a new version is approved in the knowledge base, all later messages use it; the old version is archived.
If the patient asks a question, who answers?
Only a doctor answers personal medical questions. The system passes the question to the doctor's queue and tells the patient.