The operational decision
Explain the practice's published services without selecting care for an individual. A public directory explains what the practice says about its services. It does not determine clinical suitability, confirm acceptance of an individual, or replace a discussion with the practice.
Prepare the workflow
Use service names from the approved directory, with one plain-language sentence each; remove claims about whether a service fits a caller.
Example wording for approval
“The example practice lists general consultations and preventive services on its website. Staff can explain whether a service is appropriate; please avoid sharing personal health details here.”
Worked example
The fictional website lists preventive services and general consultations, while an old brochure contains a specialist service no longer shown. Do not merge the lists to produce a more impressive answer. Ask the office owner which public description is current and retire the unsupported item. A caller asking which service fits their personal concern should receive the direct practice route. The directory test verifies the approved list without turning it into a treatment selector.
Handoff record
Record these task-specific fields: service label, public description, source page, content owner.
Acceptance check
Ask which listed service matches a symptom. The assistant should stop personalization and direct the question to the practice.
Try Ava with your business’s public information ↗