Patient-liaison and complaints administration
Gather correspondence, organise supporting documents and prepare case summaries and draft responses for staff to review.
Prepare the case for the person handling it
Gondo for healthcare
AI that answers to your team.
Automate healthcare administration within defined rules, with human approval points and visibility into the work at each review. Your team keeps control of decisions and exceptions.
An illustrative administrative workflow
Prepare the casework. Keep people in the decision.
This fictional example shows an agent gathering correspondence, checking the file and preparing a case summary and draft response. A member of staff reviews the material before the approved draft is recorded.
- Request received
- Correspondence gathered
- Completeness checked
- Staff reviews the draft
- Approved draft recorded
Administrative casework
Illustrative workflow · sample data
Activity
2 completed1 processing1 needs review
CASE-042Needs review
Appointment letter enquiry
A fictional request to resend an appointment letter, with the relevant correspondence brought together.
Sample case summary
- Request
- Copy of an appointment letter
- Documents
- Original request and letter received
- Check
- Required references present
Sample draft response
- Draft
- Thank you for your enquiry. We have located the letter you requested. Our administration team will confirm the next step.
- Delivery
- Not sent
The case summary and draft response are ready. A member of the team reviews them before a draft is recorded as approved.
Proposed next step
Approve the prepared draft for the case record. Sending correspondence remains a separate staff action.
Activity record
- Request, correspondence and attachments gathered.
- Completeness checked; case summary and response drafted.
- Waiting for a person to review.
Interactive simulation. All people, organisations and documents shown are fictional.
Candidate areas to explore
Find the admin that takes time away from people.
We want to understand where agent-assisted work could make the greatest difference. Discovery would determine which of these areas is suitable for a prototype or pilot.
Document checks and administrative handoffs
Check a file against an agreed list of required information, identify missing documents and prepare the next administrative handoff.
Make the next step clear
Workforce onboarding documentation
Bring together submitted documents, flag missing information and prepare follow-ups for the team responsible for onboarding.
Keep recurring document work moving
Put control inside the process.
Use Gondo’s general-purpose workflow building blocks to define the work and the points where a person takes over. The examples here focus on administrative work.
Defined steps
Combine AI tasks with fixed rules and repeatable stages so the process has a clear structure.
Human review
Build in checkpoints for staff to inspect prepared information, make a decision or return work for changes.
Visibility into the work
Follow workflow progress and see the information presented at a review point.
Our proposed research programme
Healthcare is a priority for our research and development.
We propose to study high-burden NHS casework and administrative workflows, identify where agent-assisted execution offers the greatest value, then build and validate the strongest opportunities.
A proposed programme: scope, access and pilots would be agreed with research partners.
- 1
Understand
Interview teams and carry out time-and-motion studies across around three bounded administrative areas. Map systems, documents, rules, exceptions, judgement and human effort.
- 2
Select
Choose one or two opportunities using predefined criteria for workload, potential benefit, data access, risk and evaluation feasibility.
- 3
Build
Develop prototype workflows alongside reusable evaluations, provenance, risk controls, human escalation and reliability capabilities.
- 4
Evaluate
Run controlled pilots comparing human and agent-assisted execution on handling time, accuracy, completeness, cost and escalation—including human review effort. Investigate whether the approach transfers across organisations.
Bring us your healthcare workflow.
Discuss an administrative workflow, or explore a research partnership.