Discreet Reply Desk
Reply warmly to every public review without ever confirming who was a patient.
The job
Answers public reviews across 30 to 60 sites quickly, in the reviewer's language, without ever revealing that someone was a patient or any clinical detail. It moves reviewers to a private channel and holds each site to account for the outcome.
The moment
On screen, the AI crosses out its own first draft of a reply to a public review, which mentioned "your father's cardiac catheterisation", and shows the privacy rule it broke.
It then posts a warm reply that says nothing clinical.
The data protection officer adds a new rule, never name the department, and re-scans. Two of last month's 1,140 posted replies light up, and both are taken down and replaced before the meeting ends.
The counter reads 314 near-misses caught and zero leaks.
What it does
- Draft replies in a batch
- Run privacy check
- Approve and post
- Route to Quality
- Re-scan posted replies with a new rule
- Take down and replace a posted reply
What you see
Reply desk with red-pen privacy strike-outs, a DPO near-miss wall with plain-language rules and re-scan, and a monthly site league
What it moves
The median hours from review to reply per site, privacy leaks (target zero) and near-misses caught, the share of reviewers who move to the private line, and ratings recovered.
Built for
- Product & digital
- Analysts & data
