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Who this page is for

Practices, clinics, medical centres and other healthcare providers that want an agent to answer the phone, book appointments and answer questions about the practice. Data about health is a special category of personal data (Art. 9 GDPR). The data processing agreement with Ivorylab allows processing it only after additional safeguards have been agreed in advance. Without such an agreement the agent works like a front desk, not like a doctor: it books a slot, it does not take a medical history.

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What the agent may collect

  • name, phone number, e-mail address,
  • date of birth, where the practice needs it to find the patient,
  • the preferred doctor or specialist, the date and time,
  • the insurer, or that the visit is private,
  • a short reason for the visit, needed to pick the service and the length of the slot, e.g. “check-up”, “scale and polish”, “orthopaedic consultation”.
The agent may also answer questions about services, prices, opening hours, doctors and directions, as long as that information is in its description or its knowledge base.

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What the agent does not collect

  • symptoms, the course of an illness, diagnoses,
  • medication, allergies, test results,
  • pregnancy, disability, mental health,
  • national identification numbers (PESEL) and scans of medical records.
The agent gives no medical advice and does not judge how urgent something is: the healthcare template has this in the agent’s instructions (“always recommend consulting a doctor”). Do not add questions about the data above to the prompt, and do not add them as fields collected after the call.
A caller may say more than the agent asks (“it has hurt for a week”). That sentence ends up in the transcript. Set a short retention for transcripts and recordings (see below) so it is not kept longer than you need it.

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The confirmation in the healthcare template

The Healthcare (MedBot) template, in the agent builder and in the first-run wizard, has a checkbox:
I understand that the agent collects no health data beyond the short reason for the visit needed to book it, and I will not configure it to collect such data without an agreement with Ivorylab.
Without it the agent is not created (the panel and the API refuse the request). The agent keeps a record of who confirmed and when.

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Settings worth changing

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When you need more

If the agent is to take a history, ask about symptoms or collect other health data (e.g. triage, eligibility for a procedure), write to us at kontakt@brosbots.com before configuring it. We will agree the safeguards and put them in the data processing agreement.
This is general information, not legal advice. Which data your practice may collect, and on what legal basis, is worth confirming with a lawyer or your data protection officer.