{"id":"ind-hc-portal-lab-results-wait","audience":"healthcare","category":"customer-replies","technique":"constraints","title":"Answer a patient portal message about delayed lab results","free":false,"task":"A patient sent a worried portal message asking where her lab results are. As the medical assistant, reply in under 70 words, plain text: say when results are expected and how she'll be told, in the first two sentences. Don't guess or hint at what the results might show, and don't promise a call from the doctor unless the notes say so. Write a prompt that gets you exactly that.","materialLabel":"The message and chart notes (attached to your prompt automatically)","material":"PORTAL MESSAGE - Nov 6, 7:40 AM\nFrom: Janelle Price\n\"Hi, I had blood drawn last Monday (Nov 3) and still don't see results. The tech said 2-3 days. Is something wrong?? Should I be worried? Please let me know.\"\n\nCHART NOTES (staff view only) - Cedar Valley Internal Medicine (fictional)\n- Nov 3: Labs drawn: CBC, thyroid panel, vitamin D.\n- CBC and thyroid: resulted Nov 5, in provider's review queue (not released yet).\n- Vitamin D: sent to outside lab (Lakeshore Reference Lab); their turnaround is 5-7 business days. Expected by Nov 12.\n- Clinic policy: provider reviews all results before release. Results post to the portal with a provider note. Abnormal results get a phone call from the nurse.\n- Dr. Patel is out Nov 6-7; covering provider Dr. Lim reviews results.\n- Janelle's last visit: Oct 20.","rules":[{"type":"maxWords","max":70},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 70 words\" and it often lands well over.","fix":"Cap each part instead: \"4 sentences, each under 16 words.\"","checks":["maxWords"]},{"title":"Opening with sympathy","why":"The AI spends the first lines on \"I understand this is stressful\" before answering.","fix":"Add: \"First two sentences: when results come and how she'll see them.\"","checks":["r0"]},{"title":"Reassuring with a guess","why":"To calm her down, the AI says \"I'm sure everything's fine,\" which staff can't know.","fix":"Add: \"Don't guess or hint at results.\"","checks":["r1"]},{"title":"Promising a doctor's call","why":"The AI offers \"the doctor will call you\", which isn't the policy.","fix":"Add: \"A nurse calls only if something needs attention. No doctor call promise.\"","checks":["r2"]},{"title":"Ignoring where it will be pasted","why":"AI loves bold and headings, which show up as stray ** and # symbols in the patient portal.","fix":"Name the place and the format: \"For the patient portal. Plain text, no bold or headings.\"","checks":["plainText"]}],"promptHints":[{"label":"Answers when first","patterns":["first (two )?sentences?","lead with","start with","when"]},{"label":"Gives the outside lab date","patterns":["nov(ember)? 12","outside lab","vitamin d"]},{"label":"Rules out guessing","patterns":["don'?t (guess|hint|speculate)","reassur","results (show|mean)"]},{"label":"Avoids promising a call","patterns":["call","promise","nurse"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"Worried patients want an answer, and staff can't interpret results. Tell the AI what to say first and what it must never guess about.","rubricLabels":["Within the first two sentences, says the results will post to the portal after a provider reviews them, with the vitamin D test expected by Nov 12 because it goes to an outside lab","Does not guess at or hint about what the results show (no 'nothing to worry about', 'everything looks normal', 'probably fine') and doesn't say whether any results came back abnormal","Does not promise a call from the doctor; if it mentions a call, it says a nurse calls only if something needs attention, per policy"]}