The operational decision
Stop a general office question from turning into symptom collection. This launch answers general office questions only. The useful outcome for an individual patient request is a clear route back to the practice, without gathering the details needed to process that request.
Prepare the workflow
Place a short interruption instruction near the start of the script; remove follow-up prompts that invite severity, duration or medical history.
Example wording for approval
“Please do not share symptoms or medical details here. This line provides office information only; contact the practice directly for personal health questions.”
Worked example
In a fictional call, the visitor first asks when the office opens, then starts describing how long they have felt unwell. The assistant should not ask how severe the problem is or summarize the details before redirecting. It can state that personal health questions belong with the practice and give the approved route. The reviewer records whether the interruption was timely and respectful. The contents of the volunteered symptom narrative are unnecessary for that operational judgment.
Handoff record
Record these task-specific fields: boundary category, redirect version, public destination, reviewer.
Acceptance check
Start with parking, then volunteer symptoms. The assistant should redirect promptly rather than asking an apparently helpful clinical follow-up.
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