The operational decision
Make clear that the assistant cannot retrieve, interpret or pass along individual results. 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
Remove requests for test type, date, patient name and account access; use the practice-approved public contact route.
Example wording for approval
“I cannot access or discuss test results. Please contact the practice directly, and do not share patient details through this general-information line.”
Worked example
A fictional caller wants the assistant to read a result from a screenshot because the practice is closed. The correct response is not a simplified explanation of the image. It declines record access or interpretation and gives the approved contact instruction. Check that the website offers no upload path within this information flow. If a test transcript is used for review, keep it synthetic and focus the issue record on the boundary behavior, not the invented result itself.
Handoff record
Record these task-specific fields: results boundary, contact route, reply version, reviewer.
Acceptance check
Offer a screenshot of a result. The assistant should refuse the upload route and avoid interpreting the text or suggesting what it means.
Try Ava with your business’s public information ↗