No clinical advice
- No diagnosis
- No treatment or medical advice
- Guides patients to the right service
Clinical Safety in an AI Receptionist Safe on every call
Clara never gives clinical advice or a diagnosis. When a caller describes urgent symptoms, she tells them to ring 999 or 111 and stops the booking.
ClaraRiverside Physio · main line
LiveCallerI’ve had chest pain since my run this morning. Can I book in?
ClaraThis could need urgent medical attention. Please call 999 now or go to A&E immediately. I can’t assess emergencies over this line.
CallerOkay, I will.
I’ve had chest pain since my run this morning. Can I book in?
This could need urgent medical attention. Please call 999 now or go to A&E immediately. I can’t assess emergencies over this line.
Okay, I will.
Send a message...
Riverside PhysioRiverside Physio · main line
I’ve had chest pain since my run this morning. Can I book in?
This could need urgent medical attention. Please call 999 now or go to A&E immediately. I can’t assess emergencies over this line.
Okay, I will.
Booking stoppedCaller told to ring 999
Books into the practice software you already use
The rules she never breaks
Urgent symptoms
- Tells the caller to ring 999 or 111
- Stops the booking
- Samaritans for anyone in crisis
Patient privacy
- Two-factor identity check
- Never reads out details from a record
- Nothing shared until identity is confirmed
What happens when something sounds urgent
01
“I’ve had chest pain since my run this morning.”
02
“That needs looking at straight away. Please hang up and call 999 now.”
03
“Please call 999 now. We can book you in once you’ve been seen.”
04
“Red flag: caller told to ring 999.”
00:04
Red flag heard
00:09
Clara Caller told to ring 999 and the booking stopped.
On a call
ThursdayDiary
13:3014:10Red flag heardCaller told to ring 999 and the booking stopped.
InboxNew
Red flag heardCaller told to ring 999 and the booking stopped.
Call · 21:02Transcript
CallerRed flag heard
ClaraCaller told to ring 999 and the booking stopped.
Summary
Red flag heard
Caller told to ring 999 and the booking stopped.
Booking stopped
Urgent symptoms come first
Chest pain, sudden weakness, signs of a serious infection: Clara tells the caller to ring 999 or 111 and doesn’t carry on with the booking.
00:04
Should I use ice or heat on my ankle?
00:09
Clara I can’t give clinical advice, but I can book you in with one of our physios. Would that help?
On a call
ThursdayDiary
13:3014:10Should I use ice or heat on my ankle?I can’t give clinical advice, but I can book you in with one of our physios. Would that help?
InboxNew
Should I use ice or heat on my ankle?I can’t give clinical advice, but I can book you in with one of our physios. Would that help?
Call · 21:02Transcript
CallerShould I use ice or heat on my ankle?
ClaraI can’t give clinical advice, but I can book you in with one of our physios. Would that help?
Summary
Should I use ice or heat on my ankle?
I can’t give clinical advice, but I can book you in with one of our physios. Would that help?
Booking stopped
No clinical advice, ever
Clara guides patients to the right service, but she never gives a diagnosis, treatment or medical advice. Anything clinical is for your clinicians.
00:04
Can you tell me when my next appointment is?
00:09
Clara Of course. Could I take your full name and date of birth first?
On a call
ThursdayDiary
13:3014:10Can you tell me when my next appointment is?Of course. Could I take your full name and date of birth first?
InboxNew
Can you tell me when my next appointment is?Of course. Could I take your full name and date of birth first?
Call · 21:02Transcript
CallerCan you tell me when my next appointment is?
ClaraOf course. Could I take your full name and date of birth first?
Summary
Can you tell me when my next appointment is?
Of course. Could I take your full name and date of birth first?
Booking stopped
Privacy on the line
Clara runs a two-factor identity check before discussing any appointment, and never reads out a phone number or email from a record.
Every conversation, written up
Every call and chat appears in your portal with a transcript and summary, so you can see exactly what was said.
Questions about clinical safety
Does Clara give medical advice?
No. Clara guides patients to the right service, but she never gives a diagnosis, treatment or medical advice. Anything clinical is for your clinicians.
What happens if a caller describes an emergency?
Clara tells them to ring 999, or 111 if it’s urgent but not an emergency, and stops the booking.
What about someone in a mental health crisis?
Clara tells them to ring 999 or 111 and gives them the Samaritans number, 116 123.
Will Clara tell a caller about another patient?
No. She runs a two-factor identity check before discussing any appointment, and never reads out details from a record.
Can I see what Clara said?
Yes. Every conversation appears in your portal with a transcript and summary.