Automation for repetitive clinic work
An event happens and, if the conditions are met, an action runs: a message goes out, a task opens, a manager is alerted. If something fails the job is retried, and what cannot be resolved lands in front of a person. Actions that call for a physician's decision do not complete without physician approval.
Six ready-made automations, tuned to your own rules
The Lite plan includes ready-made safe automations; Pro adds the rule builder, and Clinic adds rule management at branch and organization level.
Appointment confirmation and reminders
A confirmation message, form and consent reminder goes out before the appointment, and the status updates with the patient's reply.
No-show and waitlist
A patient who did not arrive is flagged and asked why; a freed slot goes to a waitlisted patient as a timed offer.
Recall and aftercare follow-up
A patient due for a check-up receives a reminder, aftercare follow-up and a request for clinic-only quality feedback.
Debt and collection
A collection task and reminder open for an overdue balance, while the patient's contact preference and quiet hours are respected.
Critical results
A result flagged critical is reported to the physician; if the physician does not approve, escalation begins. The result reaches the patient after physician approval.
Expiry dates and devices
A task and notification go to the right person for supplies nearing expiry, recalls, device faults and the maintenance calendar.
Event, condition and action: how a rule runs
When an event occurs, the conditions are checked; if they are met, the action runs and the result is written to the record. If an action fails it is retried with the same identity, so the patient never gets a double message. If retries do not succeed, the job moves to a dead-letter queue, lands as a task for a user, and is replayed once the problem is fixed.
Completed
The event, condition, action and result are kept as an auditable trail.
- The process is complete here.
All steps
- 01 Event (Event) An event occurs, such as a critical result, a no-show, an approaching expiry date or an overdue balance.
- 02 Condition (Rule engine) Branch, patient segment, communication preference, quiet hours, template and timing conditions are checked.
- 03 Action (Rule engine) A message is sent, a task is opened or an escalation is started.
- 04 Delivered / read (Channel) The channel result returns; delivery, read status or task creation is recorded.
- 05 Completed (Rule engine) The event, condition, action and result are kept as an auditable trail.
Alternative path from 03 Action; it returns to the main flow at 04 Delivered / read.
- 03a Awaiting physician approval (Human) The action produces a clinical decision; it waits until the physician approves. If approval does not come, escalation begins.
Alternative path from 03 Action; it returns to the main flow at 04 Delivered / read.
- 03a Delivery failure (Channel) The channel returned an error.
- 03b Retry (Channel) The action is retried under the same identity; no duplicate send occurs.
- 03c Failure queue (Rule engine) Retries did not work; the job moves to a failure queue and is kept without loss.
- 03d Human intervention (Human) It lands with a user as a task; the cause is visible and the problem is fixed.
- 03e Replay (Human) The job is replayed; no duplicate processing occurs and the result is recorded on the same trail.
05 Completed
A rule is tested in simulation before it is published
Before going live, a rule runs in simulation mode: which messages or tasks would go to whom on which event is shown without actually sending anything. Every published rule is versioned; which version was published, when and by whom stays in the change log. A faulty rule is stopped in one step, and an earlier version can be restored.
Conditions cover branch, patient segment, communication preference, quiet hours, template and timing. For a message that goes to a patient, preference and quiet hours are checked separately; even if the same event is processed twice, no double message is sent.
- Event
- Appointment created
- Condition
- Less than 24 hours to the appointment and the patient has not confirmed
- Action
- Send a confirmation message by SMS
Simulation result: 6 patients would be messaged, and 1 send would be postponed for quiet hours. No real message was sent.
Version 3, not yet publishedThe rule and figures on screen are examples prepared for illustration.
Clinical decisions belong to the physician, not to automation
The value of automation is that it takes repetitive, well-defined work off people. An action that produces a diagnosis, a medication or a clinical decision requires physician approval and does not complete without it. Operational work such as appointment confirmation, reminders, recall, debt and stock alerts can be bound to rules with confidence.
- Physician approval
- An action that leads to a clinical decision waits until approval arrives. For a critical result, escalation begins if approval does not come.
- A trail for every run
- The event, condition outcome, action and delivery status are recorded. Why a message did not go out, or why a task was opened, can be seen afterwards.
- Versions and change log
- Every rule is versioned; publishing, stopping and changes are kept in the audit log with who, when and which version.
- Communication consent
- Every rule that sends a message checks the patient's preference, channel consent and quiet hours; for a commercial message the consent record is verified.
Whose work does it lighten?
- Front desk
- Is spared the confirmation and reminder calls.
- Manager
- Sees overdue tasks and collections as work that comes to them.
- Physician
- Receives a warning on a critical result that cannot be forgotten.
- Stock lead
- Learns which product is nearing expiry without scanning the shelves.
A rule does not decide for the team; it reminds the team of what it needs to remember.
Where to start
You do not have to build rules from scratch. Ready-made safe automations such as confirmation, reminders, no-show follow-up and recall can be used from day one. Once the team is used to them, you can test your own rule in simulation with the Pro plan and publish it. Choosing the three most time-consuming jobs is enough to begin.
Patient communicationFrequently asked questions
Do I need a developer to write an automation rule?
Rules are defined by choosing an event, a condition and an action; no code is needed. The Lite plan uses ready-made safe rules, and with Pro you build your own.
Can a faulty rule send mass messages to patients?
Every rule is tested in simulation before it is published. Even if the same event is processed twice there is no double send, and a faulty rule is stopped at once. For commercial messages the consent record is still checked.
What happens if an action fails?
It is retried first. If retries do not succeed, the job goes to a dead-letter queue and lands as a task for a user; the reason is visible, and once the problem is fixed the job is replayed without double processing.
Can automation make a clinical decision for a patient?
An action that produces a diagnosis, a medication or a clinical decision requires physician approval, and the action waits until it arrives. For critical results, escalation begins if approval does not come.
Can I pause automation temporarily?
Yes. A rule is stopped in one step, the change is written to the audit log, and an earlier version can be restored.
Does automation respect patient communication consent?
Yes. Every rule that sends a message checks the patient's contact preference, channel consent and quiet hours. For commercial messages the consent record is also verified; if it cannot be, the message is not sent.
Can I see when a rule was changed and by whom?
Yes. Every rule is versioned; publishing, stopping and changes are kept in the audit log with who, when and which version. An earlier version can be restored.
Which plan includes which automations?
Lite includes ready-made safe automations, Pro the rule builder, and Clinic rule management at branch and organization level.
Related pages
Features
Specialties
Software guides
Integrations
Guides
- Appointment Management for Fewer No-Shows and Winning Back the Empty SlotA patient who does not show up is capacity a clinic cannot recover. Reduce no-shows with reminders, confirmation, waitlists, deposits and calendar design.
- Appointment Reminder or Commercial Message? A Guide to İYS and Patient MessagesPatient messages fall into two classes: operational service messages and commercial electronic messages. Consent, İYS, quiet hours, channel preference and message content in a practical guide.