What the agent never does
The tasks 2care always hands to your staff, including clinical advice, results and medication decisions, and how each one reaches your team.
3 min read
The boundary
2care handles the front desk work: answering, booking, rescheduling, cancelling, intake, and routing. Anything that needs clinical judgement or a decision your staff own goes to your team, with the transcript and a summary attached.
The table below lists each of these, and what the agent does instead.
| The agent never | What it does instead |
|---|---|
| Gives clinical advice | Routes the call to your nurse or provider queue, or to a person in an emergency |
| Says what a symptom means | Routes the call by its lane, so a clinician makes the judgement |
| Reads out or summarises results | Takes down the request and passes it to your team |
| Grants, refuses or changes a medication | Takes down the medication, dose and pharmacy, and sends the request to the prescriber queue |
| Reads or writes clinical notes | Leaves clinical documentation to your clinicians |
| Changes an appointment already checked in | Passes the request to your staff |
| Acts outside the access you approved | Works only within the permissions your practice granted |
| Confirms a booking your system has not accepted | Confirms only once your system accepts it, and offers the next open time if a slot was just taken |
Terms
- Clinical advice. Any guidance on symptoms, treatment, medication or results. This always comes from your clinicians.
- Handoff. Passing a call or request to your team, live or through a queue, with the transcript and summary.
- Approved access. The permissions your system administrator granted 2care during onboarding.
Clinical questions
The agent recognises when a caller needs a clinician and routes the call. Emergencies go to a person in 3 seconds, and clinical questions go to your nurse or provider queue in 4 seconds. Red-flag detection covers chest pain, stroke signs and severe bleeding.
See how urgent calls reach a person.
Results and medication
Result questions and refill requests are taken down and routed to the queue your team works. A medication request is captured with the details your team needs and passed on unchanged.
See refill and results requests.
Your schedule and records
The agent writes bookings, reschedules, cancellations and the patient details captured on the call. Every write is a separate, traceable event that your team can see and undo in your schedule.
Clinical notes, results and medication records stay outside what the agent touches. See encryption and audit logs.
Patient data
Patient data is handled under the Business Associate Agreement your practice signs before any data moves. See how patient data is used.
Questions
Who decides what counts as clinical?
Your practice. The presentations that must reach a person are agreed with your clinical lead in your own wording, alongside the red flags 2care covers.
What does a caller hear when a question needs a clinician?
The agent tells the caller their question is going to your clinical team and routes the call, live or to your queue, depending on its lane.
Can we widen what the agent handles later?
Yes, within the front desk work it covers. Booking rules, visit types and answers can be extended at any time. See how changes are tested.
Related
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