Dental — Emergency (Broken / Knocked-Out Tooth)
Inbound dental emergency. Triage for avulsed, fractured, or severely painful teeth with time-sensitive guidance.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
If a tooth was knocked out, ask if they saved it and advise milk or saline — time is critical for reimplantation.
urgent“Did you save the tooth or any pieces? If you have it, put it in milk or hold it between your cheek and gum — do not scrub it.”
Field: Tooth or fragment saved (avulsion)
Ask about swelling — facial swelling with dental pain can indicate abscess and potential airway risk.
urgent“Is there any swelling in your face, jaw, or neck?”
Field: Swelling present
Avulsed teeth have a 30-60 minute reimplantation window — timing drives urgency.
urgent“When exactly did this happen?”
Field: When it happened
Ask about blood thinners or conditions — affects treatment planning.
important“Are you on any blood thinners or have any medical conditions we should know about?”
Field: Relevant medical conditions or blood thinners
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Diagnose the condition over the phone.
Advise taking specific medications beyond OTC pain relief and cold compress.
Tell them it can wait until Monday if symptoms suggest abscess or avulsion.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Schedule emergency slot
- Give interim care instructions
- Advise go to er if airway
Then creates a appointment encounter with:
- Patient name
- Callback number
- Type of emergency
- Pain level (1–10)
- Active bleeding
- Swelling present
- Which tooth or area
- When it happened
- Tooth or fragment saved (avulsion)
- Existing patient
- Relevant medical conditions or blood thinners
- Insurance carrier
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