Today at Harbourside Opticians
Around thirty agents across six departments, each doing one job, working inside the practice software and email you already use. This is what one ordinary day looks like.
Good evening. 14 overdue eye tests booked from this morning's recalls, one urgent referral seen the same afternoon, and eight NHS claims ready to check.
- 14 patients booked their overdue eye test from this morning's recalls, including Mr Evans on Saturday.
- Mrs Begum asked whether her NHS voucher can go towards varifocals. Your approved answer went to her and your dispenser has the conversation.
- The 14:00 sight test cancellation was offered to the waiting list and filled in 14 minutes.
- Eight NHS sight test claims are prepared, ready to check and submit. All agents healthy.
Today so far
Every action the agents took, in order.
- 08:15Recall and revenue
Patients overdue an eye test
Overnight the agent read the practice software for patients whose eye test or contact lens check-up fell due and was never booked. Each gets a short, friendly reminder in your wording, with appointment times that are actually free.
46 patients reminded; 14 booked by the end of the day. - 09:30Recall and revenue
Contact lens wearers
Wearers whose aftercare is overdue are reminded, and those not on your direct debit plan are told what it includes.
9 check-ups booked; 3 moved onto the monthly plan. - 10:40Dispensing and supply
Glasses ready to collect
Orders that arrived from the lab yesterday are matched to patients, who are told they can collect.
11 patients told; 2 orders waiting three weeks are flagged. - 12:05Patient access and eye safety
A cancelled sight test
A 14:00 sight test is cancelled. The agent offers the slot to patients on the waiting list, in order.
Slot filled 14 minutes later. - 13:20Patient access and eye safety
A patient with sudden flashes and floaters
The agent follows the urgent-referral rules your optometrist signed off. It gives no clinical advice.
Passed straight to the optometrist on duty, who sees her the same afternoon.
Six departments
Each one a team of agents with one job each.
Connected to
Nothing you use is replaced.
The 08:15 reminder, and the reply
Sent by the agent in your practice's name and your wording. Example data.
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
The whole day
From the first follow-ups at quarter past eight to the maintenance sweep in the evening.
Activity
- 08:15Recall and revenue
Patients overdue an eye test
Overnight the agent read the practice software for patients whose eye test or contact lens check-up fell due and was never booked. Each gets a short, friendly reminder in your wording, with appointment times that are actually free.
46 patients reminded; 14 booked by the end of the day. - 09:30Recall and revenue
Contact lens wearers
Wearers whose aftercare is overdue are reminded, and those not on your direct debit plan are told what it includes.
9 check-ups booked; 3 moved onto the monthly plan. - 10:40Dispensing and supply
Glasses ready to collect
Orders that arrived from the lab yesterday are matched to patients, who are told they can collect.
11 patients told; 2 orders waiting three weeks are flagged. - 12:05Patient access and eye safety
A cancelled sight test
A 14:00 sight test is cancelled. The agent offers the slot to patients on the waiting list, in order.
Slot filled 14 minutes later. - 13:20Patient access and eye safety
A patient with sudden flashes and floaters
The agent follows the urgent-referral rules your optometrist signed off. It gives no clinical advice.
Passed straight to the optometrist on duty, who sees her the same afternoon. - 14:30Patient access and eye safety
An enquiry while the front desk is busy
A new patient asks about children's eye tests while the team is with a patient. The agent explains the NHS entitlement from your approved answers and books a test.
Test booked for Saturday 10:00, confirmation sent. - 16:00Practice operations and finance
NHS sight test claims
Today's eligible NHS sight tests are prepared as claims from the records, ready to check and submit.
Eight claims ready; nothing left to key in by hand. - 17:00Practice operations and finance
Reviews and the owner report
Patients seen yesterday get your review request, and the dashboard is brought up to date.
Two new five-star reviews; the day's figures are on the owner dashboard. - 18:30Maintenance
The daily sweep
Every agent and every connection is checked, and every action taken today is in the audit log.
All agents healthy. Report sent to the practice owner.
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
The 08:15 reminder, and the reply
The agents write in your practice's name and your own wording, and every message is in the log.
Thread
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
Recall and revenue
Sight test and contact lens recalls at the intervals your optometrists set, patients who tested and did not order, and your eye care plan.
Today in this department
- 08:15Recall and revenue
Patients overdue an eye test
Overnight the agent read the practice software for patients whose eye test or contact lens check-up fell due and was never booked. Each gets a short, friendly reminder in your wording, with appointment times that are actually free.
46 patients reminded; 14 booked by the end of the day. - 09:30Recall and revenue
Contact lens wearers
Wearers whose aftercare is overdue are reminded, and those not on your direct debit plan are told what it includes.
9 check-ups booked; 3 moved onto the monthly plan.
Agents
5 in this department.
- Sight test recallRunning
- Contact lens recallRunning
- Test-but-no-order follow-upRunning
- Eye care planRunning
- Revenue trackingRunning
What it never does on its own
Anything outside its rules goes to a named person with the whole conversation attached.
- Give clinical advice or diagnose anything
- Quote a price that is not on your list
- Change a prescription
- Take card details
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
Patient access and eye safety
Books into your diary, fills cancelled tests, answers enquiries (including calls if you want it to), and follows your optometrist's red-flag rules on every channel.
Today in this department
- 12:05Patient access and eye safety
A cancelled sight test
A 14:00 sight test is cancelled. The agent offers the slot to patients on the waiting list, in order.
Slot filled 14 minutes later. - 13:20Patient access and eye safety
A patient with sudden flashes and floaters
The agent follows the urgent-referral rules your optometrist signed off. It gives no clinical advice.
Passed straight to the optometrist on duty, who sees her the same afternoon. - 14:30Patient access and eye safety
An enquiry while the front desk is busy
A new patient asks about children's eye tests while the team is with a patient. The agent explains the NHS entitlement from your approved answers and books a test.
Test booked for Saturday 10:00, confirmation sent.
Agents
5 in this department.
- Appointment bookingRunning
- Cancellation fillRunning
- Eye emergency routingRunning
- Enquiry and call answeringRunning
- RemindersRunning
What it never does on its own
Anything outside its rules goes to a named person with the whole conversation attached.
- Give clinical advice or diagnose anything
- Quote a price that is not on your list
- Change a prescription
- Take card details
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
Dispensing and supply
Drafts lab orders from the dispenser's record, tracks orders and contact lens supply, and tells patients when orders are ready.
Today in this department
- 10:40Dispensing and supply
Glasses ready to collect
Orders that arrived from the lab yesterday are matched to patients, who are told they can collect.
11 patients told; 2 orders waiting three weeks are flagged.
Agents
4 in this department.
- Lab order entryRunning
- Order trackingRunning
- Contact lens supplyRunning
- Collection noticesRunning
What it never does on its own
Anything outside its rules goes to a named person with the whole conversation attached.
- Give clinical advice or diagnose anything
- Quote a price that is not on your list
- Change a prescription
- Take card details
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
Practice operations and finance
Prepares NHS sight test claims, routes messages and produces your reports.
Today in this department
- 16:00Practice operations and finance
NHS sight test claims
Today's eligible NHS sight tests are prepared as claims from the records, ready to check and submit.
Eight claims ready; nothing left to key in by hand. - 17:00Practice operations and finance
Reviews and the owner report
Patients seen yesterday get your review request, and the dashboard is brought up to date.
Two new five-star reviews; the day's figures are on the owner dashboard.
Agents
4 in this department.
- NHS claims preparationRunning
- Enquiry routingRunning
- ReportingRunning
- Owner dashboardRunning
What it never does on its own
Anything outside its rules goes to a named person with the whole conversation attached.
- Give clinical advice or diagnose anything
- Quote a price that is not on your list
- Change a prescription
- Take card details
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
Maintenance
Checks every agent and every connection every day, and tells us before you notice anything.
Today in this department
- 18:30Maintenance
The daily sweep
Every agent and every connection is checked, and every action taken today is in the audit log.
All agents healthy. Report sent to the practice owner.
Agents
4 in this department.
- Integration healthRunning
- Workflow checkRunning
- Dashboard accuracyRunning
- Daily status reportRunning
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
Security
Limits each agent to the data it needs, rotates credentials and logs every action it takes.
Today in this department
Nothing needed this department's attention today. It keeps running in the background, and every action it takes is logged.
Agents
4 in this department.
- Access controlRunning
- Credential rotationRunning
- Audit logRunning
- Unusual activity alertRunning
See it built around your practice
On the consultation we go through your own records and work out your figures. To book a time, just reply to my email.
One overdue eye test, from reminder to booked
Press play to watch one overdue eye test go from forgotten to booked, the way the system does it every morning: what it reads, what it sends, where it books, and what you see. Example data.
Practice software
| Patient | Mr Evans |
| Last eye test | Two years ago |
| Recall interval | Two years, set by your optometrist |
| Reminders so far | None |
| Booked since | Nothing |
Messages
Nothing sent yet.
Diary · Saturday · Testing room 1
Your dashboard
- 02:00 · The agent reads your practice software for patients past the recall interval your optometrist set. Mr Evans had his last test two years ago and has not been reminded.
- 08:15 · It writes to him in your practice's name and your wording, with two times that are actually free.
- 10:12 · Mr Evans replies: Saturday at 9:40.
- 10:12 · It checks the diary. Saturday 09:40 in testing room 1 is still free.
- 10:13 · It books him in, in the practice software, and marks the recall as booked.
- 10:13 · It confirms with him, and sets a reminder for the day before.
- 10:13 · Your dashboard updates: one more overdue eye test booked, logged against his record so you can check it.
Every recall, one board
Each card is a patient whose eye test or contact lens check-up fell due. Click any card to see exactly what was sent, what came back, and where it was booked.
This morning's recalls
Reminded, waiting 31 · £91+
Handed to your team 1
Booked 14 · £91+
Saturday's diary
Straight from your practice software. The green appointments were booked by the agents; click one to see how it got there.
Saturday
Runs itself, under your rules
Every automation agreed with you on the consultation, written as what starts it and what it does. Each one can be paused with a click, and every run is in the log.
Switched on
- WHENAn eye test falls due, at the interval your optometrist set→ITRemind the patient with free times→THENBook the one they pick182 runs this month · every one in the log
- WHENContact lens aftercare is overdue→ITRemind them, and mention your plan→THENBook the check-up42 runs this month · every one in the log
- WHENA patient tested and did not order→ITFollow up with your dispensing options36 runs this month · every one in the log
- WHENA lab order arrives→ITMatch it to the patient→THENTell them it is ready to collect58 runs this month · every one in the log
- WHENA patient mentions flashes, floaters or sudden loss of vision→ITFollow your optometrist's red-flag rules→THENPass it straight to the optometrist on duty4 runs this month · every one in the log
- WHENA sight test is cancelled→ITOffer it to the waiting list, in order→THENBook the first to say yes13 runs this month · every one in the log
- WHENAn NHS sight test is done→ITPrepare the claim from the records→THENQueue it for you to check and submit88 runs this month · every one in the log
- WHENEvery evening→ITCheck every agent and every connection→THENSend the owner the daily report30 runs this month · every one in the log
Mr Evans
Eye test, two years since the last · £28
Every step the agents took, in order. Example data.
- Found in the practice software FoundLast eye test two years ago, at the two-year interval your optometrist set. No recall sent, nothing booked.
- Reminder sent by email, in your wording SentHi Mr Evans, It's been two years since your last eye test with us, so I wanted to let you know you're now due another. It only takes about half an hour. We have appointments free on Thursday at 11:20 or Saturday at 9:40, if either suits. Kind regards, Harbourside Opticians
- Mr Evans replied ReplyThanks for the reminder. Saturday at 9:40 please.
- Checked the diary CheckedSaturday 09:40 in testing room 1 is still free (40 minutes, eye test).
- Booked into the practice software BookedSaturday 09:40, testing room 1, eye test. Recall marked as booked.
- Confirmation sent SentLovely, you're booked in for Saturday at 9:40. Please bring your current glasses with you. Kind regards, Harbourside Opticians
- Dashboard updated UpdatedCounted against Mr Evans's record. A reminder is set for the day before.
Miss Clarke
Contact lens check-up, overdue · £35
Every step the agents took, in order. Example data.
- Found in the practice software FoundContact lens aftercare four months overdue. Not on your direct debit plan.
- Reminder sent by text, with your plan in one line SentHi, it's Harbourside Opticians. Your contact lens check-up is due. We have Thursday 11:20 or Friday 16:00 free. Our monthly plan covers your lenses and check-ups, if you'd like to hear about it.
- Miss Clarke replied ReplyThursday please, and yes tell me about the plan
- Booked, and the plan details sent BookedThursday 11:20, contact lens clinic. Your plan leaflet sent as written.
Mr Hall
Eye test, overdue · £28
Every step the agents took, in order. Example data.
- Found in the practice software FoundEye test due in July. Not booked.
- Reminder sent by email SentA short reminder with two free times.
- Mr Hall replied ReplyFriday afternoon if you have it
- Found Friday 15:00, offered and booked BookedFriday 15:00, testing room 2. Confirmation sent.
Mrs Begum
Eye test due
Every step the agents took, in order. Example data.
- Found in the practice software FoundEye test due in September. Eligible for an NHS sight test.
- Reminder sent by email SentA short reminder with two free times.
- Mrs Begum replied ReplyCan I use my voucher towards varifocals this time?
- Your approved answer sent SentHow NHS optical vouchers work towards glasses, exactly as you wrote it.
- Handed to your dispenser Your teamShe has the conversation and a note to help Mrs Begum choose, after her test.
Mr Green
Eye test, overdue · £28
Every step the agents took, in order. Example data.
- Found in the practice software FoundEye test due in August.
- Reminder sent by email SentNo reply yet. If none comes, one gentle reminder goes in a week, then it stops.
Ms Lewis
Contact lens check-up · £35
Every step the agents took, in order. Example data.
- Found in the practice software FoundAftercare due in September.
- Reminder sent by text SentNo reply yet.
Mr Shaw
Eye test, overdue · £28
Every step the agents took, in order. Example data.
- Found in the practice software FoundEye test due in June.
- Reminder sent by email SentNo reply yet.
A demonstration by Meridian AI Systems, the trading name of Blake Fining. Example data throughout.