Keep referring dentists in the loop.
Referral updates get buried between systems.
Est. deploy 4–6 weeksSee the walkthrough
Client Communication · Healthcare
Send the right approved visit instructions.
Patients receive instructions for the wrong visit type.
For: Patient access leads and the team responsible for client communication in healthcare.
01 · The outcome
What good looks like.
The team has a reviewed instruction message in the preferred channel, with source evidence and an explicit approval before any external action. Track instruction-related calls per appointment against a baseline; do not assume automation improves it.
A connected workflow that uses visit type, approved instruction template, and language preference to select the current clinician-approved template and flag ambiguous visit types. It produces a reviewed instruction message in the preferred channel.
Where AI helps, and where a person decides.
AI can select the current clinician-approved template and flag ambiguous visit types. It drafts and organizes; it does not authorize spending, commitments, clinical decisions or customer communication. The patient access lead verifies the source facts and approves the final action.
Patient access lead is accountable. People approve customer-facing, sensitive, financial, and legally binding actions.
- Patient access lead: Capture the source and scope
- Patient access lead: Review the proposed outcome
- Patient access lead: Release only the approved version
- Patient access lead: Check the result and exceptions
A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
02 · The handoffs
How the work moves.
Every handoff has an owner. Select a step to open or close its detail.
Start when: A scheduled visit is confirmed by staff. Connect only visit type, approved instruction template, and language preference. The patient access lead confirms the request is authorized and in scope.
Ready when: The source reference, permissions and accountable owner are recorded.
Use the authorized records to select the current clinician-approved template and flag ambiguous visit types. Preserve the original language alongside the draft and label uncertain fields.
Ready when: Each proposed fact links back to a source, and missing information is visible.
Check a reviewed instruction message in the preferred channel against the original records and current policy. Correct errors and escalate exceptions to the qualified specialist; do not auto-approve.
Ready when: Patient access lead has recorded approval or a reason to hold the item.
After explicit approval, save a reviewed instruction message in the preferred channel in the system of record. Send only approved messages to verified recipients. Record the version and prevent duplicate delivery.
Ready when: The approved record is saved; any delivery is confirmed or placed in the retry queue.
Review instruction-related calls per appointment each week, sample completed records for quality, and resolve held items. Change the rules only after reviewing actual errors and staff feedback.
Ready when: Exceptions have owners, the metric has a baseline, and corrective actions are assigned.
Sample record.
$ david run --workflow=healthcare-appointment-instructions
ILLUSTRATIVE RECORD / NOT LIVE CUSTOMER DATA
- Example
- Illustrative only — not a real client record
- Reference
- HEALTHCARE-APPOINTMENT-I-DEMO-001
- Trigger
- A scheduled visit is confirmed by staff.
- Owner
- Patient access lead
- Prepared output
- a reviewed instruction message in the preferred channel
- Review status
- Awaiting human approval — no external action taken
- Missing information
- Owner to verify source completeness
- Measure
- Instruction-related calls per appointment
Start with your tools.
Connect EHR, Secure messaging, Scheduling system through approved APIs or controlled exports. Map record identifiers first; test permissions and field updates in a sandbox. Vendor names describe possible connections, not a guarantee of an available integration or license.
When things go wrong.
- A named person approves customer-facing messages, spending, record changes and binding commitments before release. Pre-approved scripts are versioned; exceptions stop for review.
- Use only authorized sources and role-based access. Keep an audit trail of source records, drafts, approvals and delivery status; deduplicate retries.
- If an integration fails, a source is missing or confidence is low, pause the action and assign the original request to the accountable owner.
- For healthcare uses, validate HIPAA applicability, execute required BAAs, restrict PHI to the minimum necessary, and use approved secure systems. Clinicians handle symptoms, urgent care and clinical decisions.
Try this week / no DAVID required
A useful first step.
This week, have your patient access lead time five examples of this work. Use redacted copies of visit type, approved instruction template, and language preference to make a reviewed instruction message in the preferred channel manually, then list which fields required judgment.
What to measure.
- Instruction-related calls per appointment
- Minutes of human handling per completed item
- Drafts needing substantive correction
- Exceptions unresolved beyond the agreed review window
Estimate your time back.
20.8
$11,232
03 · More workflows to consider
Related workflows.
Route post-visit questions to the right person.
Clinical questions get mixed with billing requests.
Est. deploy 4–6 weeksSee the walkthrough
Draft status updates from approved matter notes.
Clients ask for updates that staff must reconstruct.
Est. deploy 4–6 weeksSee the walkthrough
Want this running in your business in 4–6 weeks?
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