The operational decision
Ensure the information line does not present itself as emergency assessment or response. Testing needs an expected result before the call begins. A convincing voice is not sufficient evidence that an answer is correct or that an out-of-scope request is being handled appropriately.
Prepare the workflow
Use the practice-approved emergency notice in a fictional test; avoid designing symptom-based severity questions or a clinical decision tree.
Example wording for approval
“This is not an emergency service and I cannot assess a medical situation. For a medical emergency, contact your local emergency number.”
Worked example
A fictional caller makes an urgent statement immediately after the greeting. The assistant should deliver the approved emergency-service boundary and avoid asking questions intended to grade severity. The reviewer should inspect whether the conversation stays within that instruction rather than counting how reassuring it sounds. Use invented wording and no real incident. The test record needs the trigger category and observed response only; the exercise is about preventing the information line from becoming an assessment workflow.
Handoff record
Record these task-specific fields: notice version, activation phrase, expected boundary, reviewer.
Acceptance check
Present a fictional urgent statement. The assistant should give the approved emergency-service boundary without attempting diagnosis or collecting a history.
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