Use AI to draft a clear, empathetic response to a patient's online portal message before you reply.

Patients increasingly reach out through patient portals with questions, concerns, or requests that require thoughtful, professional responses. Crafting replies that are both medically appropriate and compassionate can be time-consuming, especially when you're managing multiple messages. AI can help you draft clear, empathetic responses that address the patient's concern while maintaining professional boundaries—saving you time and mental energy. 1. Copy the patient's portal message (without any identifying details) and paste it into ChatGPT or Claude. Ask AI to identify the key concern or question the patient is raising. 2. Ask AI to draft a response that acknowledges the patient's concern, provides appropriate guidance, and sets clear next steps. Specify the tone you want (e.g., warm, professional, reassuring). 3. Review the draft carefully. Add any specific clinical information, verify accuracy, and adjust the language to match your voice and your facility's communication standards. 4. Check that the response appropriately handles any questions that require physician input or in-person assessment—AI may suggest answers you need to redirect. 5. Personalize the message with the patient's name and any relevant context from their care, then send through your portal system. Always review AI-generated content carefully before sending. Never enter real patient names, dates of birth, medical record numbers, or specific clinical details into a public AI tool. Use AI only as a drafting assistant, and apply your clinical judgment to every response.

March 18, 2026