Guide
Website chat for clinics: what to automate and what not to
Where an assistant helps a clinic front desk, and where a human must always answer.
Good to automate
OPD timings, location and parking, how to request an appointment, what to bring, accepted payment methods.
Never automate
Symptoms, medicines, doses, test results, treatment choices or anything urgent. These must go to qualified staff.
Emergencies
Your chat should tell people with emergency signs to call 112 or go to the nearest emergency department, and alert your staff.
Collect less data
Ask only for name, phone and preferred time. Do not collect detailed health information in a website chat.
Get advice
Check your obligations under your local data protection and medical regulations with a qualified professional before going live.