{"id":"ind-hc-refill-request-portal-reply","audience":"healthcare","category":"customer-replies","technique":"constraints","title":"Answer a refill request without promising approval","free":false,"task":"A patient asked through the portal whether her refill is ready. As the medical assistant, reply in under 50 words, plain text: say the request went to the provider and the timeline from the clinic policy in the first sentence, name the pharmacy it will go to (her updated one), and don't promise approval or give any medicine advice. Write a prompt that gets you exactly that.","materialLabel":"Her message and your notes (attached to your prompt automatically)","material":"PORTAL MESSAGE - Nov 6, 8:15 AM - from Gloria Okafor\n\"Hi, I asked for a refill of my blood pressure pill yesterday. Is it ready? I only have 3 left. Can I take half a pill to make them last?\"\n\nCHART/STAFF NOTES - Fairbanks Internal Medicine (fictional)\n- Refill request received Nov 5, 4:50 PM. Sent to Dr. Huang's queue Nov 6, 8:00 AM.\n- Clinic refill policy: providers respond within 2 business days. If approved, it's sent electronically to the pharmacy on file.\n- Pharmacy on file: Corner Drug, Main St. UPDATED Nov 5 at patient's request: CityMart Pharmacy, Elm Ave.\n- Nurse line: 555-0138.\n- Dr. Huang is in clinic all week.","rules":[{"type":"maxWords","max":50},{"type":"plainText"}],"mistakes":[{"title":"Trusting the AI to count words","why":"AI is bad at counting. Ask for \"under 50 words\" and it often lands well over.","fix":"Cap each part instead: \"3 sentences, each under 16 words.\"","checks":["maxWords"]},{"title":"Opening with sympathy","why":"The AI starts with reassurance before the status.","fix":"Add: \"First sentence: it's with Dr. Huang, response within 2 business days.\"","checks":["r0"]},{"title":"Promising approval or the old pharmacy","why":"To reassure her, the AI says it'll be ready soon at Corner Drug.","fix":"Add: \"Don't promise approval. If approved, it goes to CityMart on Elm Ave.\"","checks":["r1"]},{"title":"Answering the medicine question","why":"The AI tells her whether she can split pills, which an MA can't do.","fix":"Add: \"No medicine advice; send her half-pill question to the nurse line, 555-0138.\"","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":"Gives status first","patterns":["first sentence","lead with","2 business days","status"]},{"label":"Uses the new pharmacy","patterns":["citymart","updated","elm"]},{"label":"Rules out promises","patterns":["promise","approv","don'?t (say|guarantee)"]},{"label":"Rules out medicine advice","patterns":["advice","half","nurse"]},{"label":"Sets a word limit","patterns":["\\d+\\s*words","word (limit|count)"]}],"hint":"Staff replies about medicines have hard limits. Tell the AI the status and timeline, which pharmacy is current, and where advice questions go.","rubricLabels":["The first sentence says the request is with Dr. Huang (the provider) and gives the 2-business-day response timeline","Names CityMart Pharmacy on Elm Ave as where it would go (never Corner Drug) and doesn't promise it will be approved ('it will be approved', 'it'll be ready')","Gives no medicine advice (doesn't say yes or no to taking half a pill) and directs that question to the nurse line 555-0138"]}