AI drafts and smart visuals

AI can prepare card wording and smart visuals for your practice. It doesn’t approve anything. Cards changed by AI go to Pending, and you check them in the same way as any other card, using What to check on every card.

What AI customisation changes

During setup, or when your practice runs it again, AI customisation rewrites cards using your practice’s questionnaire answers: appointment names, team roles, booking rules and escalation routes. Your practice admin chooses which cards to include and confirms the run. See Customise your cards.

For each card it rewrites:

• the brief instruction and full instructions
• appointment wording in the Important notice, where it has one. The emergency meaning is meant to stay the same, so check that it has.

It keeps, without rewriting, the card’s other content, such as age-group variants and related links. Check these for local appointment names and consistency with the new wording.

When your practice hasn’t configured a suitable appointment for a route, the draft is meant to keep the original urgency and use general escalation wording. A same-day route should not have become routine or 48-hour care. Check this.

Cards that were approved, had changes requested or had reviewer notes are left out of a run unless your practice admin chose to include them. Cards left out keep their wording and review status.

Why AI drafts are Pending

Each card AI rewrites is marked Pending clinical review, for every age group of that card. An earlier approval doesn’t carry over to the new wording.

Pending doesn’t hide a card. If it is switched on, staff see the new wording with the pending warning until you approve it. A card that was switched off stays switched off. See Review status and what staff see.

The note on AI drafts

AI drafts have an AI draft tag in the list, and the top of the card says AI draft: AI rewrote this card for your practice. Check it before approving. Anything AI flagged for you is listed under To check, such as:

• appointment names, where the draft may still use the template’s colour names (such as “red slot”) instead of yours
• automatic checks for things that often go wrong, such as missing same-day or 999 wording, changed timings, changed patient links, unfinished placeholders or appointment colours in other panels

These checks are advisory. They catch some common problems but don’t compare the clinical meaning, so a card with nothing to check still needs a full check. Approving the card clears the tag and the checks.

Bulk approve pending leaves AI drafts out, so each one is approved on its own. See Bulk approval.

Earlier reviews are kept

When AI rewrites a card that had been reviewed, the earlier decisions are kept. Select Preview on the card and expand Reviews preserved before AI customisation. It shows:

• who ran AI customisation and when
• each earlier decision (Approved, Changes requested or Pending), with the age group, reviewer, date and note

As the panel says, these decisions relate to earlier wording: check the current card before approving it. The record stays after you approve the new wording. Earlier wording is also kept in the card’s history; to go back to it, edit the card.

Change requests carried over

If your practice admin included a card that had changes requested, the card becomes Pending, but the original request stays on it: the list says “Edited by [name] after changes were requested” and repeats the request. AI doesn’t mark the request as resolved and may not have made the change. Check the new draft against the request before you approve.

Comparing with the shared wording

For a card AI has rewritten, use Local wording and Base wording in the preview to compare the draft with the shared card it came from. At the end of the preview, Sources for the shared wording lists the sources the shared wording was checked against. They don’t cover your practice’s version, so the line says “checked against the shared wording, not yours”.

Improved-wording suggestions

On a card’s full page, the round AI button (Suggest improved wording (AI)) drafts clearer wording for the brief instruction and instructions. A practice admin can edit the draft and then choose Apply Brief, Apply Full or Apply Both.

Applying a suggestion, whether edited or not, sends the card back to Pending. The card’s history records that AI produced the draft.

When you review it, check that:

• the meaning, escalation routes and urgency wording are unchanged
• no new red flags, options or routing steps have been added
• any icons added match their meaning

Smart visuals

A smart visual is an AI-reorganised view of a card’s instructions, built for reading mid-call: red flags in their own block, “if this, book that” routing rows with urgency labels, and key facts as tiles. It doesn’t change the written instructions, but AI decides what counts as a red flag, what is a routing option and what order things appear in. That is why it is reviewed.

• Saving a smart visual sends the card back to Pending.
• Until you approve the card, staff see only the standard instructions. Practice admins see the visual with a note: “This smart visual is awaiting clinical approval, so staff still see the standard instructions.”
• Approving the card releases the visual. From then on, the card opens on the Smart visual view for staff, with the Standard view one click away.
• Removing a visual only takes a view away, so it doesn’t send the card back for review.
• If someone later edits the instructions, the visual is hidden from everyone until an admin regenerates it.

The preview in Clinical Review doesn’t show smart visuals. Select the card name to open the full page, then select Smart visual.

Visuals are saved separately for each age-group variant. If the card has variant chips, select each one and check its visual.

What to check on a smart visual

• Red flags: every red flag in the instructions is in the red-flag block, nothing has been added, and the action to take is right.
• Routing rows: each condition leads to the right appointment or service, and the urgency label (Emergency, Same day, Urgent or Routine) matches the instructions.
• Important notice: it appears first and says the same as the card.
• Numbers and names: 999, 111, local phone numbers and appointment names are copied exactly.
• Order and emphasis: the order doesn’t make an urgent route look optional or a routine route look urgent.
• Nothing missing: the visual doesn’t leave out a step staff need.

If the written instructions are right but the visual isn’t, don’t approve the card: approving would show the visual to staff. Ask your practice admin to regenerate or remove the visual, then approve.

AI suggested questions are not reviewed

Staff can select Get Questions to Ask on a card to generate questions to ask the patient. The questions are generated from the card’s wording each time, shown only to the person who asked, and not saved.

They are not clinically reviewed, and approving a card doesn’t approve them. The panel reminds staff that they are suggested questions only, and to follow the written instructions. If staff report a question that conflicts with a card, check the card’s wording is clear.

Practice Handbook smart visuals are not part of clinical review either: they cover operational content, and the Handbook keeps its own record of who saved them.

Related

Using AI safely covers the safety principles behind the AI tools. AI tools explains how admins use them.