Automate practice processes without sharing patient data
Appointment requests, prescription requests and call-backs tie up staff who are needed at reception.
Does this sound familiar?
The phone rings constantly, and at the same time a patient is standing at the desk. A large share of the calls are appointment requests, prescription orders and questions about opening hours — matters without medical content that still tie up a person.
- The phone is the only channel and permanently busy
- Prescription requests are taken by phone and noted on paper
- Cancelled appointments go unnoticed, gaps in the calendar stay unused
- Recall for check-ups is done by hand or not at all
- Forms are filled in in the waiting room and then typed up
What we actually do
Take the load off the phone
Appointment requests, prescription orders and standard questions get their own digital route. Whatever is handled there no longer rings at the desk.
Intake forms in advance
Medical history and intake forms are completed before the appointment and arrive in the system in structured form, instead of being filled in on paper in the waiting room.
Reminders and recall
Appointment reminders noticeably reduce no-shows. Check-up intervals are tracked without anyone keeping a list.
Refill gaps
If an appointment is cancelled, the slot is automatically offered to patients on the waiting list.
Starting point
Automation after process analysis
Appointment request without a phone call
This is how the process runs today — and this chain is exactly where automation comes in.
- Patient requests an appointment digitally
- Capture concern and urgency in a structured way
- Determine suitable appointment type and duration
- Suggest a free slot
- Practice confirms
- Reminder before the appointment
- Offer the slot to the waiting list if cancelled
Systems typically used here
This is the existing landscape an automation connects to. Listed is what is widespread in this industry — it says nothing about which system you use.
- Practice management systems such as medatixx, CGM, Dampsoft or Charly
- KIM for secure messaging
- Appointment tools such as Doctolib or samedi
- Card readers and telematics infrastructure connection
- Document archives linked to patients
What matters most here
Health data is a special category
Diagnoses and treatment data fall under Art. 9 GDPR and are additionally subject to medical confidentiality under Section 203 of the German Criminal Code. That is why a clear line is drawn here: what is automated is the organisation — appointment, reminder, form, recall. Medical content stays in the practice management system and does not pass through external services. This separation is not a precaution but the precondition for the project being permissible at all.
Frequently asked questions
May an AI process patient data?
As a rule it won’t do so here at all. The dividing line runs between organisation and treatment: an appointment request with a name and time is different from a diagnosis. Whatever is medical stays in the practice management system.
We are connected to the telematics infrastructure and can hardly connect anything.
The telematics infrastructure is not touched. What is automated is what happens before and alongside it — the patient’s route to the appointment and the tasks at the desk.
What if a patient reports an emergency through the form?
That’s why every digital route states unmistakably that it is not meant for emergencies, with the number to call instead. In addition, reports with urgency indicators are highlighted immediately instead of being put in a queue.
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Check your websiteWorking in Wiesbaden, Mainz, Frankfurt am Main, Rheingau-Taunus-Kreis.
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