The challenge
Routine patient enquiries were landing in the same inbox as everything else. Clinicians were spending a large share of each shift answering scheduling and results questions that the system already held the answer to.
The approach
We built an assistant that sits in front of the existing patient record, so every answer is drawn from data the organisation already trusts. It handles the repeatable questions, and hands anything clinical or sensitive to a person immediately rather than guessing.
- Retrieval grounded in the live patient record
- Clear handover to a clinician at any point
- Response templates reviewed by the clinical team
What changed
Enquiries that previously needed a person are now resolved before they reach one. Staff spend their time on patients who need them, and the escalation path stays short and visible.