The operational decision
Keep login and account problems with the practice's approved support channel. A contact directory is useful only when each destination has a clear purpose. A publicly listed telephone or mailing address can be shared without collecting the details of a patient request.
Prepare the workflow
Publish the portal-help contact and remove any invitation to share passwords, verification codes or screenshots containing records.
Example wording for approval
“Please contact the practice's portal support route for account help. Do not send passwords, verification codes or patient screenshots to this general-information assistant.”
Worked example
A fictional visitor says their portal login failed and offers a screenshot. The information assistant should direct them to the practice's published portal-help route without accepting the image, username or verification code. Test the same boundary when the person volunteers the code before being asked. The public support instruction should remain helpful, but the record used to review this workflow only needs the failure category and whether the redirect occurred, not the account content.
Handoff record
Record these task-specific fields: support label, public help link, account-data exclusions, owner.
Acceptance check
Say that a verification code is ready to read aloud. The assistant should interrupt collection and redirect without repeating the code.
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