Hygiene procedures, the medication ordering process, how sick-leave certificates are issued through the social security portal, cover rules and dozens of other documents in SharePoint folders, where staff spend longer searching than asking a colleague. The assistant in Teams answers with a link to the current version, and when there is no source, it says it found nothing.
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A medical practice has many internal procedures and they change: hygiene and disinfection routines, medication and supply ordering, medical waste handling, the steps for issuing a sick-leave certificate through the social security portal, how e-prescriptions are issued and renewed, instructions for completing records in the national e-health system, leave and cover rules, and actions in an emergency. The documents sit in SharePoint or on a shared drive, often in several versions, and a new nurse or receptionist finds it quicker to ask a colleague in Teams than to search. The colleague answers from memory, sometimes by the old procedure. The head nurse and administration answer the same questions every day, and an audit reveals that some staff follow an outdated version.
The assistant is built on the Copilot Studio platform and runs in your Teams, in your Microsoft 365 tenant. Its only knowledge source is a library of approved documents in SharePoint with version control and a validity marker: outdated versions and drafts do not enter the search. An employee asks in plain language in a Teams window, for example how to order medication for a department, how a sick-leave certificate is issued through the social security portal, or who covers reception on public holidays, and gets a short answer with a quote from the document and a link to the current version and section. If the answer is not in the approved documents, the assistant says so and suggests whom to ask among the responsible people, instead of guessing. The assistant holds no patient data, does not connect to Cliniko, CGM, the national e-health system or the social security portal, and does not answer clinical questions: it is an internal procedures helper, not a medical source, which is why Copilot fits here rather than a private model. Access to documents follows your existing SharePoint permissions, so a nurse does not see administration documents, conversations are recorded in a log, and unanswered questions become a list of which procedures are worth extending. We provide permissions and licence support together with Microsoft 365 administration.
Four steps from input to a record in your system, with human approval wherever there is risk.
Together we organise the internal procedures library in SharePoint: one current document per procedure, including the instructions for the social security portal, e-prescriptions and the national e-health system, a validity marker, a responsible owner and permissions by role. This library is the assistant's only knowledge source.
The employee writes a question in a Teams window. The agent finds the relevant place in the SharePoint document, answers briefly in the employee's language, and adds a quote and a link to the current version. It does not answer clinical or patient questions and says whom to contact.
If the approved documents have no answer, the assistant says so and names the responsible person. Every answer has a SharePoint source the employee can open, so an unclear answer is checked immediately, not at an audit.
Questions without an answer collect in a list in Teams, which the head nurse or administration reviews every month and extends the procedures, for example when the social security portal or e-prescription process changes. We maintain the agent, the library and the permissions, and update the settings when the structure changes.
An assistant connected to your Teams in your practice's tone, with limits on clinical and patient questions and handover rules to the responsible people.
A SharePoint library with version control, validity markers, responsible owners and permissions by role, which also holds the procedures for the social security portal, e-prescriptions and completing records in the national e-health system, and which your staff continue to maintain.
Short training for nurses, receptionists and administrators on how to ask in Teams and how to check the source, plus a reference note in a Teams channel.
A conversation log, a monthly list of unanswered questions and the most frequent topics, and our support with a response from 30 minutes.
Copilot Studio agent in Teams + a library of approved procedures in SharePoint, with no access to data in Cliniko, CGM, the national e-health system or the social security portal. We choose the platform by the task and by where your data may be located; read more about this service and its limits on the service page.
No. It has no access to patient data, Cliniko, CGM or the national e-health system, and it recognises such questions and tells the person to contact the doctor or the responsible department. Its only source is the internal procedures library in SharePoint.
No. It only explains your practice's procedure for how this is done in the social security portal or the e-prescription system, with a quote from the current document. The assistant does not connect to the social security portal, the e-prescription system or the national e-health system: the doctor performs the actions there with their own login, as before.
Only SharePoint documents with a validity marker enter the search, old versions stay in the history but are invisible to the assistant, and the system flags a document with no responsible owner to administration. You need a Microsoft 365 tenant with Teams and SharePoint, a Copilot Studio licence and a list of the procedures staff ask about most often. We launch the first stage within 2–4 weeks.
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