Healthcare

The parts that never made it into the process document.

None of this is a technology problem, which is why buying technology has not fixed it.

1. 01

   Referrals, results and letters move by fax, email and post, and the tracking of them is a spreadsheet somebody maintains.

2. 02

   Rota gaps and cover are settled by phone, and the record of who agreed to what is a message thread.

3. 03

   The same encounter is written up twice, once for care and once for billing, by the person who should be doing neither.

4. 04

   Patient data sits in tools bought by one department, and nobody has drawn the map of where it all is.

Narrow, boring, and in your environment.

Scoped against a boundary agreed in writing before anything is built, and built in increments you can evaluate one at a time.

• Agents that chase the administrative loop, the referral without an acknowledgement and the result without a follow-up, and escalate the ones that are late.
• Documentation drafted from the encounter for a clinician to correct and sign, never to accept blindly.
• A written map of where patient data is, what touches it, and what each thing is allowed to do.

What the agent is not allowed to do here.

Every piece of this work has a line the automation does not cross, and it is cheaper to agree it now than to discover it in an incident. These are ours in healthcare.

• No clinical decision, triage or advice without a clinician. This is the boundary, and it is not configurable.
• Patient data stays in the environment you control, and every access to it is logged.
• A named clinician signs anything that enters the record. An agent drafts. It does not author.

The six that apply to every engagement, whatever it is, are on the home page, and what an engagement costs is on pricing.