1 Patient Communications AI Agent, Live in Production.

A practice inbox contains two categories of message that look alike on arrival. Most are administrative — appointment changes, repeat prescription requests, questions about a letter — and answering them is routine. A minority describe something that needs a clinician’s attention today, and they are frequently not written as urgent, because the patient does not know that what they are describing matters. Processing the inbox in arrival order means the second category waits behind the first. Triaging it by hand means a clinician or a trained administrator reads every message, which is the correct approach and the reason inboxes fall behind.

Patient Message Triage triages an inbound message against the practice’s own policy, looks up the record, and drafts either an administrative reply or a clinical escalation. Every reply waits for a human. Two constraints define what this is: it triages against the practice’s stated policy rather than exercising clinical judgement of its own, and it drafts rather than sends. The agent’s contribution is that a message needing clinical attention is identified and escalated within minutes of arrival instead of hours, and the administrative reply arrives pre-drafted for someone to check. One agent covers this process, and deploying it is a clinical governance decision, not an IT one.