Key takeaways
- Patients go home with instructions they half remember.
- Have your clinical lead write the questions: how are you feeling, are you taking the medicine as prescribed, is anything worrying you.
- Any answer suggesting worsening, severe pain or a medicine problem goes to a nurse or doctor immediately, with the patient's words recorded.
- The agent must not interpret symptoms or say everything is fine.
- Limit access to transcripts, keep only what you need and review who can open recordings.
The gap after discharge
Patients go home with instructions they half remember. A call a day or two later, in Telugu, shows care and catches problems early.
Fixed questions, clinically reviewed
Have your clinical lead write the questions: how are you feeling, are you taking the medicine as prescribed, is anything worrying you. The agent asks the same ones of everyone.
ListenHears the caller in their own words
UnderstandWorks out what they want
ReplyAnswers in a natural voice
ActBooks, notes or hands over
Escalate on flags
Any answer suggesting worsening, severe pain or a medicine problem goes to a nurse or doctor immediately, with the patient's words recorded.
No advice, no reassurance
The agent must not interpret symptoms or say everything is fine. It records and escalates.
Protect the data
Limit access to transcripts, keep only what you need and review who can open recordings.
