From first contact to the right desk
VitalAI handles a GP clinic's admin, from registering new patients and recording consent to sorting every email, call and voicemail.
The front desk does all of it
At a GP clinic, reception registers new patients, collects consent forms, books appointments and answers every email, call and voicemail.
Each request has to be read, checked against the patient's file and passed to the right person while the waiting room fills up. When one lands in the wrong pile, a booking is missed or a script runs out, and nobody can see who had it last.
One path for every request
VitalAI follows the order a front desk already works in, as a practising doctor walked us through it.
Register
New patients fill in a short form from a link, so nobody retypes details from an email.
Consent
Consent is given on the same form and confirmed when staff check ID.
Look up
Staff with records access ask a question and see which document answers it.
Sort
Every email, call and voicemail gets one of ten request types.
Route
Each job goes to the team that owns it. Anything risky waits for a person.
New patients register from their phone
When someone new emails to book, VitalAI replies with a registration link. They fill in their details and consent once, and the front desk checks ID when they come in.
- Only what a booking needs
- Name, date of birth, phone and a preferred day. There are no Medicare or medical questions.
- Consent in the same place
- Two statements to register, then the clinic's own consent form and a signature, which they can leave for the desk.
- Staff confirm it
- The patient stays provisional until staff check photo ID and confirm them. If nobody does within 90 days, their details are anonymised.
Walk-ins are registered at the desk with a five-step form, and their consent is captured there.
Find what's in a patient's file
Doctors, and admin staff the practice manager gives access to, can ask a question in plain English. The answer names the document it came from, and if the file doesn't say, VitalAI says so.
Letters and results are uploaded as PDFs and can be searched as soon as they're in.
Every email, call and voicemail, sorted
Emails and calls land in one inbox, and voicemails are transcribed. These are the messages in the demo. Pick one to see where it went and why.
Each job lands with the team that owns it
Every request type has one owner, so it's always clear whose job it is. Anything unclear, urgent or sensitive waits in the Review Queue with a due time until someone deals with it.
Front desk
- Appointment requests
- New patient registration
- Billing and insurance
- General admin
Operations
- Referral requests
- Medical records requests
- Complaints
- Urgent and emergency, straight away
Doctors
- Prescription renewals
- Results enquiries
| Subject | Priority | Queue | Due |
|---|
One calendar for every GP
The front desk books, moves, completes and cancels appointments for all the clinic's doctors in one place. It only offers times the clinic is open, so weekends, after-hours slots and NSW public holidays can't be booked by mistake.
Where it's up to
- 96.2%
- of 53 test emails were given the right request type.
- 10
- request types, from bookings to emergencies, and each one belongs to a single team.
The 53 emails are a small set, mostly written by our team while testing, so treat 96.2% as an early result. Both urgent emails in the set went straight to a person.
How it stays safe
Every action is written to an audit log that the database protects. Each entry stores a hash of the one before it, so if anyone changes a row the chain stops matching.
| Event | Action | Actor | Hash |
|---|---|---|---|
| 1041 | consent.captured | Front desk | 4f2a…c91d |
| 1042 | task.routed | System | e7b3…1f60 |
| 1043 | reply.approved | Doctor | b51c…9e02 |
| 1044 | audit.read | Admin | 02dd…a8e4 |
Clinical replies wait for staff
Replies about prescriptions, results and referrals never go out without a staff member approving them. A routine admin reply can send itself only when it's answered from the clinic's own information and nothing held the message for review. The practice manager can turn that off.
Urgent messages go to a person
If a message reads as an emergency, mentions red-flag symptoms or is a complaint, the score is ignored and staff see it straight away.
Staff see what their role needs
Front desk, operations, doctors and the practice manager each have their own view, and doctors see the patients assigned to them. Automated tests check every endpoint against every role.
Admin only
VitalAI is for the admin team. It shows records as they were written and doesn't suggest a diagnosis or treatment.
Questions people ask us
Does it replace Best Practice or HotDoc?
No. Best Practice holds the clinical record, notes, prescribing and billing. VitalAI handles the admin around it: registration, consent, messages and routing. For now VitalAI keeps its own patient list and calendar, so the two run side by side. Connecting them is the next step, and isn't built yet.
Will it reply to patients by itself?
Only routine admin replies answered from the clinic's own information, and only while the clinic leaves auto-send on. Replies about prescriptions, results and referrals always need a staff member to approve them.
Does VitalAI diagnose patients?
No. It handles admin: registration, consent, sorting and routing requests. It shows records as they were written and doesn't give medical advice.
What can I do in the demo?
Anything. It's a separate copy of the app with made-up patients, and you're signed in as the practice manager, so you can approve replies, book appointments, change settings or add staff. Other visitors may see your changes until the hourly reset. It can't send real emails or make calls.
Try it yourself
It's a full copy of the app with made-up patients. You're signed in as the practice manager, nothing to install, and it resets every hour.
Open the demo