Between visits

Dental practices, physiotherapists, veterinary clinics, care homes, home care teams and family doctors: 2.4 million firms in Europe. What they all have in common is that the work happens in a room with a person in it, and everything else exists to protect that.

The everything else is considerable. Rotas, recalls, referrals, insurers, consent, notes written up at the end of a day that already ended. Every hour spent on it is an hour not spent in the room, and it is the part of the job that nobody trained for and nobody chose. Agents belong here, in the administration around the care and never in the care itself. For example, noticing that someone who was meant to come back in six months has not been booked, and saying so while there is still time. Putting everything already known about a person in one place before their appointment starts, so the first five minutes are not spent reading. Following up the referral that was sent three weeks ago and never acknowledged by anybody.

These businesses also have one other thing in common: they are regulated, and they are trusted. Those are not the same constraint. Regulation says what you must be able to show afterwards. Trust says what a person is willing to tell you in the room, which is a great deal more than they would tell a form.

We've found that clients in this space are the most careful we have, and they are right to be. An agent that is careless with a patient record is not a bad product, it is a serious matter. To that end, our embedding process here is the slowest we run. For example, your agent is given access to one thing at a time and nothing by default. It never touches clinical judgement, which stays with the people who are answerable for it. And everything it does is written down with a name and a time against it, so the question of who did what has an answer before anybody has to ask.

The best version of this is not a practice that runs faster. It is a clinician who gets to the end of the day without an hour of notes waiting for them. If you're interested in the advantages an agent can give your practice, click here to let us know more about your business.