Orthopedics · Tuesday, 2:14 a.m.
A post-op knee patient with a fever at 2 a.m.
The receptionist recognises a post-op concern, asks the surgeon's own screening questions, and pages the on-call with the answers instead of a message.
Scripted example from the test suite the receptionist is checked with, using its real lines. The caller, the names and the numbers are invented; the practice is the sample practice.
The call.
- Receptionist
Thanks for calling Cedar Clinic. I'm the practice's AI assistant. I can book a new visit, move or confirm an appointment, take a refill or records request, answer questions about the office, or get you to a person. What would you like to do?
- Caller
I had my knee replaced on Thursday and I've got a fever tonight, 101.8. The knee feels hot.
- Receptionist
I'm sorry you're dealing with that. I'll ask a few questions your surgeon set for after a knee replacement, then get the on-call clinician involved. First, could I have your first and last name?
- Caller
Daniel Okafor.
- Receptionist
Thank you, Daniel. And your date of birth?
- Caller
March fifth, nineteen sixty-eight.
- Receptionist
Thanks. Is the area around the incision red, warm or draining anything?
- Caller
It's red around the edges and a little wet.
- Receptionist
Is the pain worse than yesterday, or is the calf swollen or tender?
- Caller
The pain's worse. The calf is fine.
- Receptionist
Any shortness of breath or chest pain?
- Caller
No, nothing like that.
- Receptionist
Thank you. Because of the fever and the incision, I'm paging Dr. Rao, who is on call tonight, with your answers right now. Expect a call back at this number within fifteen minutes. If you become short of breath or the pain becomes severe before then, call 911. Is this the best number to reach you?
- Caller
Yes, this one.
- Receptionist
Okay, Daniel. Dr. Rao has your answers and your number. Stay near the phone, and thank you for calling.
What the practice saw.
- Escalation opened: post-op joint form, fever, incision drainage, pain worse. Paged Dr. Rao by secure link at 2:16 a.m.
- Acknowledged at 2:19 a.m. from the secure page; a backup page would have gone to Dr. Lin at 2:31 a.m.
- Task for the front desk: schedule a wound check on Wednesday morning if Dr. Rao asks for one.