Appointment work
The aim is to carry a request through the practice’s rules and scheduling system, keeping the conversation and the resulting state aligned.
Products / First product · in development
Patient access.
A clear next step.Patient access.
We’re building AI products for patient access, connecting requests to practice knowledge, approved system actions and the right people.Appointments, practice questions and care-team handoffs—connected to the work behind the conversation.
The work behind patient access
Product concept · in developmentAppointments / patient access
A change, carried through.
A request to book, move or cancel should become a change the practice can verify.
Availability + practice rules
RequestMove a visit
System actionUpdated schedule
Approved practice knowledge
Preparing for a visitRelevant guidance
ResponseAn answer in context
The question + its context
HandoffBoth travel together
Care teamAwaiting acceptance
Completion needs
A confirmed system result.
Remaining responsibility
A visible next owner.
What makes this work
The need
Book. Move. Cancel.
What the person wants to change, and the preferences or constraints that matter.
The practice context
Availability, with its rules.
Scheduling requirements, available options and the practice’s approved policies.
The action
An approved scheduling action.
Carry the request into the connected system and check the returned result.
Completion and responsibility
The conversation and the scheduling state should agree.
Unfinished work stays with the practice team until the next step is accepted.
Some actions may be complete while other work remains. Clinical judgment stays with the care team.
Illustrative patient-access flow: appointment requests and practice questions retain context through scheduling and practice knowledge. Work can be resolved with no action pending, or pass to the practice team with a next action pending.
The work the product connects
Connected work.
Clear responsibility.
Administrative questions
Answer using the practice’s information and context. Recognize when a question needs an action or a person to take it further.
Human participation
Clinical judgment stays with the care team. A handoff should carry the question and relevant context, with unresolved work visible until someone owns the next step.
Inside the existing software
Inspect the exchange.
A scheduling request includes a medication question. This excerpt shows how the existing product records both parts, using a fictional practice.
Transcript excerpt · fictional practice
Contact
Friday please. Also, should I stop the new tablets before then?
Agent · excerpt
For your question about stopping the new tablets, that’s something the care team needs to answer. I’ll send your question to the on-call nurse, and you’ll get a call back tonight.
This capture shows the conversation. It does not verify the scheduling-system write or the care team’s acceptance of the handoff.
The work can reveal more
A useful result.
A better understanding.
The operation can also reveal unmet needs, recurring questions and friction in the service. Those signals can inform the practice and improve what the product does next.
Explore how the work informs changeWhat happened is
the starting point.
Evaluate the result and what the exchange reveals. A useful finding can inform a business decision and a change to the product.
Explore the approachPatient access
Start with the work
your practice needs.
Tell us the requests, the systems and the people
a useful product would need to connect.