Stop 2 of 4 · Clinipulsia Atiende
Atiende : AI patient care on WhatsApp
The phone rings while consultations are running, and whoever calls at eleven at night gets no answer until the next day.
Answers at any hour and leaves the appointment booked
With Atiende no enquiry is left waiting: Sía talks 24/7, points the patient to the right specialty and practitioner, checks whether the visit is covered by insurance or private, and books into the real diary. Faced with any acute symptom, it refers straight away.
How it works
At any point: an acute symptom stops the conversation and it refers to the phone or the emergency line.
The product
What it does Atiende
Sía does not triage. Ever, and it cannot be switched off
It points the patient to the specialty and practitioner that match what they are asking for, and books the appointment. It does not assess symptoms, does not suggest what might be wrong and does not recommend treatment. Faced with any acute symptom it stops the conversation and refers to the phone or the emergency line immediately. This is the rule that governs everything else.
WhatsApp, web and voice, one thread
It talks on whichever channel the patient picks and recognises them as the same person even if they write through two different ones. The conversation does not start from scratch every time.
Books into each practitioner’s real diary
Not a list of requests somebody reviews later: the slot offered is a slot that exists, and the appointment is made, with a reminder and the option to reschedule or cancel from the same conversation.
Insurance or private, checked before the appointment
It asks about cover early and records it clearly, so nobody gets a surprise at the front desk and the conversation does not have to happen twice.
It answers with the centre’s information, not its own
Opening hours, addresses, specialties, which practitioners are in on which days and what the first consultation involves all come from the documentation the clinic uploads. If something is not there, it says so instead of making it up.
Escalates to a person when the patient asks
Or when the conversation becomes delicate. The alert reaches the team with the whole thread, not with a "you have a new message".
It always says it is an AI
It identifies itself as an AI assistant in every conversation, without exception and without small print, as Regulation (EU) 2024/1689 (the EU AI Act) requires.
In the patient’s language
It detects the language of the first message and carries on in it. Useful in any centre with patients from abroad or with a busy season.
What is said is health data
The conversation is stored on the platform with the same care as a patient record: role-based access, a log of who looked at what, and erasure on request.
How it behaves
24 h · 7 days
talks on WhatsApp, web or voice, at night and on holidays too.
Zero triage
faced with an acute symptom it stops and refers to the phone or the emergency line.
Frequently asked questions
Questions about Atiende
What does Sía do?
It answers 24/7 on WhatsApp, web and voice. It points the patient to the specialty and practitioner that fit what they ask for, asks whether the visit is insured or private, explains what the first consultation is like and books into each practitioner’s real diary. It hands over to a person when the patient asks.
Does Sía triage or give medical advice?
No. Never, and it cannot be switched off. Sía points the patient to the specialty and practitioner that fit what they ask for and books the appointment. It does not assess symptoms, suggest what the patient might have or recommend treatment. Faced with any acute symptom it ends the conversation and refers to the phone or to the 112 emergency line straight away.
How does Sía book the appointment?
Into each practitioner’s real diary: the slot offered is a slot that exists, not a request someone reviews later. The appointment is booked, with its reminder, and the patient can reschedule or cancel from the same conversation.
What about health insurers?
Sía asks at the start whether the visit is covered by insurance or private and notes it on the patient record, so nobody gets a surprise at the front desk or has to repeat the conversation. Each insurer’s terms and authorisations are still handled by the centre with that insurer.
Does Sía say it is an artificial intelligence?
Yes. It identifies itself as an AI assistant in every conversation, without exception and with no small print, as required by Regulation (EU) 2024/1689. And it hands the conversation to a person at the centre when the patient asks or when the conversation becomes delicate.
Where does Sía get the centre’s information from?
From the documentation the clinic uploads: opening hours, addresses, specialties, which practitioners are in each day and what the first consultation is like. If something is not there, it says so instead of making it up.
Next step
Atiende answers at any hour, and books the appointment in the real diary.