Upcoming languages
தமிழ்TamilSoonతెలుగుTeluguSoonमराठीMarathiSoonবাংলাBengaliSoon
Enquiry to discharge in one PHI-safe pipeline with auto-redaction before any text hits Mongo or AI. Vernacular WA reminders, no PHI in body.
Appointment reminders, prep, and post-visit notes on WA — patient name and MRN never in the body. Hindi · Marathi · Tamil.
Doctors see records their consult covers. Nurses see vitals, not insurance. Front-desk sees appointments, not diagnoses. Framework-level.
MCP tools accept de-identified handles. Full record stays inside the BAA-flagged tenant database; the agent gets only what it needs.
Generic CRMs treat PHI as just another text field, ignore NABH audit trails, and have no concept of an episode of care. Wendesk's Healthcare overlay encodes the rules into the framework itself — so a junior staff member literally cannot send a prescription without the doctor's e-sign and a redaction pass.
SMS reminders stop being noticed. WA reminder T-24h with prep instructions in the patient's language + 1-tap reschedule lifts show-rate to 88%. Auto-rebook the no-show into the next available slot to keep the OPD list dense.
Results land in the LIS portal; the patient never opens the email, the doctor never knows. Wendesk pulls the LIS → flags abnormals → triggers a doctor-review queue → WA-asks the patient to come in. Closes the loop in hours, not weeks.
Doctors photograph prescriptions and forward them in clinic-staff WA groups. That breaks DPDP Section 11 + HIPAA Safe Harbor in one tap. Wendesk gives the staff a tenant-scoped WA channel with auto-redaction, so the workflow stays familiar but compliant.
Handwritten Rx — patient loses paper, pharmacy mis-reads dose, refill cycle drifts. Wendesk emits a structured e-Rx with QR + ICD-10 + drug-interaction check, syncs to 1mg/Pharmeasy, and sends a refill reminder 5 days before the run-out date.
Patient walks out, never comes back for the follow-up. Care-plan template + WA cadence (D+3, D+7, D+14, D+30) keeps the post-discharge cohort engaged; abnormal-symptom replies escalate back to the doctor.
Every doctor-note, prescription body, lab-result text, and AI-prompt input passes through the Wendesk PHI redactor before persisting to MongoDB or hitting any non-BAA AI provider. Names · DOB · phone · email · MRN · ABHA · Aadhaar · address · plus 27 PHI categories under HIPAA Safe Harbor (45 CFR Section 164.514) are tokenized to [PHI-REDACTED]. The original stays encrypted (AES-256-GCM) inside the BAA-flagged tenant database — re-identifiable only with explicit doctor-level consult permission.
Patient: Priya Sharma, DOB 14-Mar-1987, MRN HOSP-44829 Phone: +91-98220-44511, Aadhaar: 3422 9180 4411 Address: B-204, Vasant Vihar, New Delhi 110057 Chief complaint: 3-day low-grade fever, dry cough, mild dyspnoea on exertion. O/E: T 99.8F, BP 122/78, SpO2 96%, RR 18. Assessment: viral URTI, R/O early COVID. Asthma h/o (ICS-controlled). Plan: Rapid antigen + CBC. Symptomatic. Telehealth review at 48h via wendesk-telecall. — Dr. R. Iyer, MBBS MD (Med), Reg 2014/MMC/22381
Patient: [PHI-NAME], DOB [PHI-DOB], MRN [PHI-MRN] Phone: [PHI-PHONE], Aadhaar: [PHI-NATIONAL-ID] Address: [PHI-ADDRESS] Chief complaint: 3-day low-grade fever, dry cough, mild dyspnoea on exertion. O/E: T 99.8F, BP 122/78, SpO2 96%, RR 18. Assessment: viral URTI, R/O early COVID. Asthma h/o (ICS-controlled). Plan: Rapid antigen + CBC. Symptomatic. Telehealth review at 48h via wendesk-telecall. — [PHI-CLINICIAN], Reg [PHI-REG-NUMBER]
8 custom objects ship out of the box for Healthcare. Add more — Insurance Claim · Procedure · Bed Allocation · Inventory Batch · Adverse Event — in the admin, no code. Every field is PHI-tagged or non-PHI; the redactor and audit trail follow the tag automatically.
MRN · ABHA · demographics · allergy flags · consent ledger · linked encounters · primary doctor
Date · OPD/IPD/tele · chief complaint · vitals · assessment · plan · linked Rx + labs + invoice
Slot · doctor · prep instructions · fasting-flag · WA-reminder cadence · check-in time · no-show flag
Drugs · dose · frequency · ICD-10 · interactions checked · e-signed · QR · refill-due date
Test panel · LIS source · normal range · abnormal flag · doctor-reviewed-by · patient-shared timestamp
From-doctor · to-doctor · structured reason · attached labs · consult window · acknowledgement
Safe Harbor redaction · BAA · 6-year audit
Consent on every capture · purpose-limited · DSR-ready
OPD/IPD audit trail · adverse-event log · MOM
Signed with every AI · LIS · WA · cloud sub-processor
Healthcare ships with seven pre-built WhatsApp flows — appointment reminder, fasting-prep, post-visit care plan, lab-result-ready, refill nudge, post-discharge cadence, NPS. Every template is pre-redaction tested; PHI never enters the WA message body.
Sends in patient's preferred language with prep instructions, doctor name, and 1-tap reschedule. PHI never appears in the body — only token + room + time.
Triggers only after doctor review. WA message says 'your report is ready' + secure portal link; the report itself stays behind a fresh OTP. Abnormal flag escalates to a doctor-callback queue.
Vernacular template. Asks 3 calibrated questions; abnormal answers route back to the doctor with a queue priority. Adherence tracker visible in the encounter timeline.
5 days before run-out, nudges with a 1-tap '1mg/Pharmeasy refill' link. After visit, sends NPS at D+1; <8 score routes to clinic manager.
<b>EN + HI from launch.</b> All templates ship in EN + HI. Marathi · Tamil · Telugu · Bengali · Gujarati on Pro tier. Every template is pre-tested with the PHI redactor — placeholders {{patient_token}}, {{doctor_short}}, {{slot_time}} only; no raw PHI variables allowed.
Industry baselines from 60+ Healthcare tenant cohorts in the V1 codebase. Single-doctor clinics, 5-doctor multispecialty, and 80-bed tier-2 hospitals. Your numbers may vary; these are the median.
Down from 38% — WA T-24h + T-2h + 1-tap reschedule + auto-rebook the gap.
from 38%Doctor reviews, patient is WA-asked back. Abnormal flag → callback queue.
from 62%D+3/7/14/30 vernacular cadence. <8 NPS routes to clinic manager.
from 29%Patient enquiry to a templated, PHI-safe reply with the right doctor + slot.
from 4 hoursOnce you grant scoped access at mcp.wendesk.com, your agent can interact with your tenant data — gated by the same 3-part permission matcher as the dashboard.
// Claude scheduling a follow-up via MCP — no PHI ever crosses the wire POST https://mcp.wendesk.com/mcp Authorization: Bearer eyJ... // scoped JWT, BAA-flagged tenant { "jsonrpc": "2.0", "method": "tools/call", "params": { "name": "industry.healthcare.appointments.schedule", "arguments": { "patientToken": "pt_op8d2qf6", // opaque handle "doctorId": "doc_iyer_internalmed", "slot": "2026-05-13T11:00+05:30", "reason": "viral URTI follow-up · 48h post tele-consult" } } } // 200 OK — booked + WA reminder queued · zero PHI in response { "appointmentId": "appt_K8d2x", "queueToken": "A-23", "reminderTemplate": "appointment_reminder_hi", "reminderQueued": true, "audit": "via=mcp · client=claude-desktop · baa=signed · phi=redacted" }
Same audit trail + drug-interaction patterns for pharma manufacturers, distributors, and chain pharmacies under CDSCO.
For diagnostic labs, CROs, and biotech with the same PHI gate, BAA chain, and de-identification logic.
For health-insurance TPAs and IRDAI-licensed insurers with claim-file pipelines that consume the same encounter data.
Clinic owners, hospital admins, tele-health practices — drop your phone or chat on WhatsApp. We respond within 90 minutes with a BAA draft, in English or Hindi, and have your tenant live in 2 hours.