Clinics and dental care · Sample scenario
Routing patient requests to the right department
The topic of the request is identified, confidential data is limited and the request reaches the responsible person in the right department; for urgent phrases, only the approved referral text is sent.
Problem
Administrative questions (receipts, insurance, documents, collecting results) reach the right person late; messages left in the shared inbox go unanswered for days.
How it works today
All messages arrive at one shared email address or WhatsApp number. The front desk reads them and forwards them to departments by hand, sometimes sending medical details to a wide group unnecessarily.
What this scenario changes
The request is first checked against the clinic's approved list of urgent phrases. If it is not urgent, AI identifies the topic, unnecessary medical details are removed from the forwarded text, the department is chosen from the routing table, a helpdesk ticket is opened and the responsible person is notified.
The process step by step
- Patient request: Website form or WhatsApp
- Urgent phrases checked: Against the clinic's approved list
- No urgent phrase?: Match against phrases on the list
- Topic identified: Administrative topic and short summary
- Confidential data limited: Only needed fields go to the department
- Department chosen: Based on the routing table
- Ticket logged: In the helpdesk, owner assigned
- Responsible person notified: Receipt confirmation to the patient
Exception path
- Staff member on duty notified: Approved urgent text only
- Incident logged: Not placed in the general queue
The role of AI
Identifies the administrative topic of the message (payment document, insurance, collecting results, appointment) and writes a short summary for the department with only the necessary data. It does not diagnose or assess medically.
Human approval and exceptions
If an urgent phrase is detected, the system gives no medical comment: only the urgent referral text the clinic approved in advance is sent and the staff member on duty is notified immediately. Department staff answer all other requests.
Frequently asked questions
Does the system give advice based on symptoms?
No. If an urgent phrase is detected, only the referral text the clinic approved in advance is sent; no diagnosis or advice is given.
Who decides the list of urgent phrases?
The clinic's medical leadership. The list and the text are updated with their approval.
Can department staff see all of a patient's medical data?
No. Only the topic, summary and patient ID are passed with the ticket; access to medical records is controlled by permissions in the clinic system.