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Solution · Customer serviceThe patient arrives prepared, and the doctor knows her history before opening the treatment-room door
Pre-treatment questionnaire and preparation
Two days before the visit the patient receives a questionnaire in your format and the preparation instructions your doctors wrote for that specific treatment. A robot organises the answers, highlights whatever the doctor has marked as needing attention, and places a summary with the appointment. Eligibility stays entirely with the doctor; only the clipboard, the retyping and the surprises in the chair disappear.
Executive summary
Today the patient fills in her pre-treatment history at reception, by pen, five minutes before going in, and preparation instructions are passed on by phone from memory; some treatments are rescheduled on the day because something was missing.
Two days before the visit a robot sends a questionnaire in your format and the instructions for that treatment, makes sure they come back completed, and places a summary with the appointment, highlighted according to your doctors’ rules.
Fewer rescheduled treatments and empty slots, reception without retyping, a doctor who starts the visit with a conversation rather than reading; the eligibility decision stays with the doctor alone.
the questionnaire and instructions in Microsoft Forms with per-treatment logic; the summary with the appointment in the clinic system or SharePoint; SMS reminders; a list of gaps for reception in Microsoft Teams
Business problem
The clinic’s most expensive minutes go on reading a sheet that could have been read yesterday
In an aesthetic clinic every treatment starts with a history: medication, conditions, allergies, previous treatments, plans for the coming weeks. Today the patient fills it in at reception, on a clipboard, five minutes before going in. She writes in a hurry, sometimes illegibly, and the doctor reads the sheet on the run, between one patient and the next. The clinic’s most expensive minutes are spent reading a document that could have been ready the day before.
The other half of the problem is preparation. Every treatment has its instructions, which the doctors know by heart and the patient hears once, by phone, when booking a week ahead. Or not at all, because a new person answered the reception phone. The consequence arrives on the day: the doctor decides the treatment cannot go ahead today, the slot is lost, and the patient leaves disappointed although nobody did anything wrong.
Every such postponement costs twice. The slot in the schedule, often booked together with an expensive device, stays empty, because nobody can fill it within the hour. And the patient who came for nothing remembers the clinic as the place where she was not told something. There is no complaint, only a quiet reason to have the next treatment elsewhere.
Yet neither the questionnaire nor the instructions need a person at the moment they are sent. They need a person twice: when the doctors write down, once, what to ask and what to advise before each treatment, and when a doctor reads a specific patient’s answers. Everything else, sending, chasing, reminding and organising, a robot can do.
How it works today
Below is what the work looks like before anything is automated.
- PersonAppointment booked by phone; instructions passed on verbally, if someone remembered
- WaitingThe patient arrives and gets a clipboard with the history form at reception
- Risk of errorReception retypes part of the answers into the clinic system
- Risk of errorThe doctor reads the paper history on the run, just before the treatment
- WaitingOn the day it turns out the patient did not know the preparation instructions
- Risk of errorTreatment postponed; the slot and the device stand empty
Why the current process costs more than it appears
The bill that never shows up in a budget.
- How many treatments a month are rescheduled on the day for reasons that could have been known earlier?
- How many reception minutes per visit go on handing out, collecting and retyping the history form?
- How many doctor minutes go on reading a sheet instead of talking to the patient?
- Who makes sure today that each patient gets the instructions for her treatment, not generic ones?
Cost of inaction
The model assumes a clinic with three treatment rooms, about 600 treatment visits a month and an average slot value of around 250 €. Some rescheduled treatments come back on another date, but nobody recovers the slot itself. You will know your own number after a month of noting the reasons for postponements.
The estimate puts no price on the patient who came for nothing. In an industry where clients recommend each other, that can be the most expensive line of all.
A model organisation with realistic proportions – the numbers exist so you can run the same maths on your own data; they are not a client result.
An aesthetic clinic: 3 treatment rooms, 5 doctors and cosmetologists, about 600 treatment visits a month, bookings in the clinic system, Microsoft 365. History on paper, instructions by phone.
Monday: a patient books a laser treatment for Wednesday morning. The appointment appears in the system with the treatment type.
The robot immediately sends her the preparation instructions the clinic’s doctors wrote for exactly this treatment, and on Tuesday morning the clinic’s questionnaire, with questions chosen for the treatment type.
The patient completes the questionnaire in the evening on her phone. One answer belongs to those the doctor marked as needing a conversation; the robot highlights it in the summary and attaches it to the appointment.
On Tuesday afternoon the doctor reviews the summaries for Wednesday in five minutes, calls that one patient, and together they agree the treatment will go ahead as planned. The decision is his, made in advance, not in the chair.
On Wednesday morning every questionnaire is in the record, reception hands out not a single clipboard, and no slot is lost for a reason that could have been foreseen. These are model figures, not the clinic’s records.
Proposed solution
We start with your doctors. Together we write down the eligibility questionnaire and the preparation instructions for each type of treatment you perform: laser, peels, fillers, toxin, device-based treatments. The doctors decide what we ask and which answers should be highlighted as needing attention. It is the only moment we need their time, and we do it once.
From then on the robot works by itself. A new appointment in the clinic system triggers the instructions for that treatment, and before the visit a questionnaire matched to the treatment type. The robot watches for the return, reminds by text, and if the questionnaire has not come back the day before, adds a call to reception’s list in Teams. Completed answers go into the appointment record as a readable summary, highlighted as the doctors agreed.
The boundary is clear and deliberate. The robot assesses nothing and makes no eligibility decisions: it does not tell the patient whether the treatment suits her and does not answer health questions. It highlights what the doctor told it to highlight and makes sure the doctor sees it in advance. The decision, the conversation and the responsibility stay with the doctor; they simply move from the chair to the day before.
UiPath Orchestrator: treatment-dependent dispatches, reminders, return tracking and an audit trail of every questionnaire; UiPath Integration Service connectors to Outlook 365, SharePoint and Teams; Microsoft Forms with question logic
Questionnaires and preparation instructions written with your doctors for each treatment, automatic dispatch after booking, a highlighted summary with the appointment and a gap list for reception
The clinic system with bookings and records via export or API; an SMS gateway for reminders on your own provider contract
How the automated process works
- AutomationBooking a treatment triggers the instructions for that treatment
- AutomationTwo days before the visit the patient receives a questionnaire matched to the treatment
- SystemNo answer triggers an SMS reminder, then a call on reception’s list
- AutomationAnswers reach the appointment as a summary with the doctors’ highlights
- PersonThe doctor reads the summary in advance and alone decides on eligibility
- PersonIf needed, the doctor calls the patient the day before, not in the chair
Human-in-the-loop model
Automation handles
- Sending treatment-specific instructions and questionnaires and tracking their return
- A summary of the answers with highlights agreed by the doctors
- A list of gaps and calls to make for reception in Teams
People decide
- The content of questionnaires and instructions and which answers need attention: set by the doctors
- Eligibility for treatment and every conversation about the patient’s health: the doctor alone
- Contacting a patient who does not respond or has questions: reception and the doctor
Before and after
Systems and integrations
The stack is short on purpose: one engine, one execution layer, one place where a person decides.
Inputs
- bookings from the clinic system with treatment type
- questionnaires and instructions written by the doctors
- patients’ answers from the online form
- confirmations and gaps from SMS reminders
Automation layer
- UiPath Orchestrator
- UiPath Robots
- UiPath Integration Service
- UiPath Action Center
Target systems
- a history summary with the appointment in the record
- preparation instructions delivered to the patient
- a list of gaps and calls for reception in Teams
Human touchpoints: the doctor reviews summaries the day before; reception calls non-responding patients; doctors update instructions when a protocol changes
Technologies used
treatment-dependent dispatches, reminders, an audit trail of every questionnaire
Aa questionnaire matched to the treatment type, completed on a phone
Asummaries, the reception list and email dispatches
Abookings and records via export or API, depending on the vendor
Bquestionnaire and instruction reminders; on your own provider contract
BIllustrative economic model
Numbers you can check against your own data.
The model assumes 600 treatment visits a month and a cautious assumption: only half of the foreseeable postponements disappear. Doctors’ time is left unpriced, although it is the most expensive in the clinic. Put your own figures into the calculator beside.
Run the maths on your data
An illustrative estimate based on your inputs. It models freed capacity, not promised savings.
Business benefits
- Fewer treatments rescheduled on the day for reasons that could have been foreseen
- The doctor knows the history a day ahead and starts the visit with a conversation
- Every patient gets the instructions for her treatment, not generic ones
- Reception hands out no clipboards and retypes no sheets
- Questionnaires sit in the record complete, legible and dated
The management view
- The clinic’s schedule and expensive devices work in planned slots instead of standing idle after postponements
- The history stops depending on handwriting and haste; the record is complete from the first visit
- The patient feels guided from the first contact, which is currency in a referral business
Board-level KPIs
treatments rescheduled on the day · questionnaires returned before the visit · reception time per visit · visits with a summary reviewed by the doctor in advance · empty slots on device schedules
Security and governance
The automation has exactly the permissions it needs. Not one more.
- The questionnaire contains health data, so it collects only what the doctors agreed and goes straight into the record, in line with GDPR
- The robot does not assess answers or decide eligibility; it highlights only what the doctors specified
- The patient receives no medical advice from the automation; health questions go to the doctor
- Every dispatch, reminder and returned questionnaire has an audit trail: what, when, to whom
- Data stays in your Microsoft 365 tenant; the robots run in the EU region of UiPath Automation Cloud
Why now
Patients book and fill in forms on their phones; the paper clipboard is today the most archaic part of the visit.
Every empty slot at an expensive device is a loss that cannot be made up later; preparing the patient is the cheapest way to protect it.
A quick-win deployment takes weeks, and the biggest piece of work, writing down the questionnaires and instructions, stays with the clinic for years.
Relevant executive roles
A schedule without surprises and records complete from the first visit
Knows the history a day ahead, talks instead of reading, decides without the pressure of the chair
Knows how to prepare, fills in the questionnaire at home and arrives calm
Common questions and objections
No, and it never will. The robot sends, tracks and organises. It highlights answers the doctor has marked, but assessment, eligibility and any conversation about health belong solely to the doctor.
That is exactly what this solution does. Each treatment type has its own questionnaire and instructions, and the robot picks them automatically from the booking. Changing a protocol means changing one form.
She gets a reminder, and if nothing comes back, reception sees her name on the call list the day before. As a last resort she fills it in on site, on a tablet. The exception, not the rule.
When this is not the right solution
- A clinic without agreed pre-treatment protocols: the doctors must write them first, then we can send them
- Expecting the automation to replace a medical consultation: this solution prepares it, it does not replace it
- A handful of visits a week: a reception phone call still suffices
A question for the next management meeting
How many treatments did we postpone last month for a reason we could have known the day before?
Implementation approach
Scope without ambiguity, before anything is signed.
We deliver
- Eligibility questionnaires and preparation instructions written with the doctors for each treatment
- Automatic dispatch after booking and SMS reminders
- A highlighted summary of answers with the appointment in the record
- A list of gaps and calls for reception in Teams
- A handbook for reception and doctors and two weeks of assistance after go-live
We need from you
- Two hours with the doctors to write down questionnaires and instructions per treatment
- Access to bookings in the clinic system via export or API
- A decision where the summary should land: the clinic system or SharePoint
Stages
Discovery
The treatment list, today’s history form and reasons for postponements; half a day at the clinic
Protocols
Questionnaires, instructions and highlights written with the doctors
Build
Forms, per-treatment dispatches, reminders, summaries, the reception list
Parallel run
Two weeks: online beside paper while doctors judge how readable the summaries are
Go-live
The clipboard retires; a postponement review after the first month
A quick win. Most of the work is a one-off write-up of questionnaires and instructions with the doctors; after that every new booking prepares the patient by itself.
Wednesday, 8 am: the first patient of the day walks in prepared, and the doctor has known her history since Tuesday. No clipboard, no surprise in the chair.
Count last month’s rescheduled treatments and note the reason for each. Send us that list with your current history form; we will send back a per-treatment questionnaire design and the arithmetic of the slots there are to rescue.
Count your rescheduled treatmentsThe neighbouring process usually has the same problem
The patient is in the chair, the procedure minutes away, and one signed page is missing from the file. Again.
See the solution Sales & marketingAppointments confirmed, empty slots refilledThe patient did not show, the room stood idle for an hour, and three people on the waiting list would have taken that slot at once.
See the solution Customer serviceAftercare and the follow-up visitThe aftercare sheet vanishes into a handbag, and the patient remembers the check-up only when something worries her.
See the solutionIndustries where we deploy this most oftenAesthetic medicineSmall business & services