Private clinics, laboratories, dental practices
A clinic reception with room to breathe,doctors focused.
WEB-AZ builds digital and AI solutions for the administrative side of private clinics, laboratories and dental practices: appointments, required paperwork, incoming documents and internal procedures. Everything medical stays exclusively with the medical staff.
Where a clinic’s reception can save time
The call peak in the first hours of the day
In the morning, sample collection, patients at the desk and appointment calls all overlap. Routine calls handled automatically leave reception free for the patients in front of them.
The same administrative questions, dozens of times a day
“What documents should I bring?”, “Do I need a referral?”, “What time do you close?”. The answers already exist; they can be given consistently, from texts approved by the practice.
Documents arriving in mixed formats
Photographed referrals, medical letters as PDFs, insurance forms scanned at an angle. Sorting them by type and suggesting the identification details saves staff from renaming and retyping.
Freed-up slots, filled again
Cancellations do not always reach reception in time. When they are picked up immediately, the freed-up slot can be offered to patients waiting for an earlier appointment.
Internal procedures within reach of new staff
The steps for reimbursement, the document flow or each insurer’s rules often sit in folders, old emails and the memory of experienced colleagues. Gathered in one place, they become easy to find.
Digital and AI solutions for clinics, with clear limits
All the solutions below work only with administrative information approved by the practice. They do not interpret symptoms, results or treatments, and they hand the conversation to a person whenever the subject becomes medical.
- Voice receptionist for routine callsAnswers questions about opening hours, the address and required documents, takes messages and transfers the call to reception. At any mention of symptoms or an emergency, it plays the message set by the clinic and hands the call over immediately.
- Phone appointments and reschedulingLooks for free slots in the doctor’s or laboratory’s calendar, following the rules set by the practice, and sends the patient a confirmation.
- Receiving and organising incoming documentsDocuments uploaded by patients are classified by type, and identification details are suggested for completion. Staff check every document; the medical content is not interpreted.
- Internal guide for staffAn assistant that searches the practice’s administrative procedures and answers with a reference to the source document, so new staff can quickly find the correct steps.
- Fall alerts in corridors and roomsCameras notice when a person falls and does not get up, and the alert quickly reaches the staff on shift, who go and check. The system makes no diagnosis and does not replace supervision.
- Integration with existing systemsControlled links between the phone system, the appointment calendar and the management software, with an access log and minimum permissions for each component.
Use cases · Healthcare
Conceptual examples illustrating possible uses; they are not delivered projects.
A laboratory with a morning call peak
Questions about collection point opening hours and required documents are answered from texts approved by the laboratory. Preparation instructions for tests are read out only in the form validated by the coordinating doctor, without adaptation.
Conceptual exampleA dental practice with frequent rescheduling
A patient who cancels receives new appointment options, and the freed-up slot is offered to those on the waiting list. The treatment plan and dental emergencies stay with the dentist and the dental nurse.
Conceptual exampleA multi-specialty clinic
New receptionists ask the internal assistant how to handle a particular private insurer and receive the steps from the internal procedure, with a link to the original document.
Conceptual example
Integration with clinic and laboratory software
Healthcare providers work with practice management, laboratory or surgery software that has strict access rules. Any connection is assessed together with the software vendor and the data protection officer; compatibility is confirmed for each project.
- Clinic management software (appointments and patient records)
- LIS – laboratory information system
- Dental practice management software
- VoIP phone systems
- Google Workspace or Microsoft 365
- SharePoint or Google Drive for internal procedures
- SMS and WhatsApp Business for confirmations
- SmartBill and e-Factura
Integration challenges
- Many medical software products have no public API or offer one only by agreement with the vendor, which directly affects what can be automated.
- Separating administrative data from medical data has to be designed in from the start, not added later.
- Internal procedures are often unwritten or out of date and need to be reviewed by the team before they become a source for an assistant.
- Providers with several locations sometimes have different calendars and rules for each site.
GDPR, medical data and human oversight
Health data, a special category
GDPR requires enhanced protection for health data. We propose data minimisation, role-based access, logging and, where appropriate, an impact assessment carried out together with the practice’s data protection officer.
No diagnosis and no medical advice
The solutions do not diagnose, triage patients, interpret results or recommend treatments. Keeping strictly to this administrative role helps keep them outside the scope of medical device software regulated by Regulation (EU) 2017/745; the final classification is confirmed by a legal review in each case.
Transparency towards the patient
The patient is told that they are speaking with an automated assistant and that the call may be recorded, always has the option of reaching a person, and the transparency obligations of the AI Act are taken into account.
Confidentiality and professional secrecy
The configurations respect patients’ rights and the confidentiality of medical information. Cloud and AI service providers are chosen with appropriate data processing agreements, without this replacing the practice’s own legal review.
Useful guides
Before you decide, read
- ComplianceThe AI Act explained for businesses: what the EU regulation on artificial intelligence requiresThe AI Act sorts AI systems into risk levels and sets different obligations for providers and users. What it means in practice for a business that uses chatbots or AI agents.Read the guide
- ComplianceUsing ChatGPT at work without the risks: an AI use policy for employeesHow to use ChatGPT and other AI tools in your business without exposing confidential data: what you never enter, which plan to choose, what the GDPR requires and what a simple internal policy looks like.Read the guide
Frequently asked questions
Which AI solutions suit a clinic or a laboratory?
Those that stay strictly administrative: a voice receptionist for routine calls, phone appointments and rescheduling, organising documents received from patients and an internal guide that searches the practice’s procedures. All of them work only with information approved by the clinic and hand the conversation to a person when the subject becomes medical.
Can the assistant answer questions about symptoms or results?
No. It is configured not to answer anything medical. When a patient describes symptoms or asks about results or treatment, the assistant gives the fixed message approved by the practice and hands the conversation to staff.
Where is patient data stored?
We agree the architecture together: what data enters the system, where it is hosted, who has access and how long it is kept. For the AI components we prefer configurations in which data is not used to train models and is processed in EU regions, where the provider allows it.
Do you work directly with our medical software?
Only if the software vendor allows an official integration and the practice approves the access. Otherwise we start with solutions that do not touch the medical record, such as appointments or the internal guide.
Who checks what the assistant says?
The source texts are approved by the practice, and conversations can be reviewed periodically by a designated person. Any change to the content goes through your approval again.
What would be a good place to start?
A strictly administrative, high-volume process, such as phone questions about opening hours and documents. We first analyse the workflow and the risks, then run a pilot with clear limits.
Can’t find the answer? Write to us and we’ll reply directly.
Want a reception with more time for patients?
Tell us what takes up your administrative team’s time. Together we will look at what can be automated safely and what stays with people.