Automating patient communication without automating the relationship

Film

Chapters

1. 0:00 The four hours after a patient replies
2. 0:10 Machine sent, and should be
3. 0:20 A named human with a clock against their name
4. 0:33 The message ladder
5. 0:53 Do not send the message at all
6. 1:06 Somebody is listening
7. 1:15 Tone is a policy decision, not a copywriting one
8. 1:28 Automation creates inbound
9. 1:39 The rota is the actual product
10. 1:48 A time window the service can actually staff

The field note

• Automating patient communication without automating the relationship