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Get every message to the right colleague first time

A clear routing guide for messages and documents, plus inbox rules that sort incoming email into the right folders for each team.

Medical receptionistIntermediate30 minAI assistantOutlookWord

When to use it

When messages and results keep landing in the wrong place

Note what arrives and who needs it
For a week, keep a quick tally of the kinds of messages and documents that come in (lab results, hospital letters, supplier emails, complaints) and who should get each. No patient details.
Turn it into a routing guide
Paste your tally into your AI assistant with this prompt.
Prompt to copyI'm a medical receptionist. Here's a list of the types of messages and documents our practice receives and who should handle each: [list]. Create a one-page routing guide as a table with columns: what it is, how to recognise it (sender, subject words), who it goes to, how fast (same hour, same day, this week) and a backup person. Then suggest Outlook rules I could set up to move each type of email into a named folder, describing each rule in plain words (for example 'From contains labs@... move to Results - Duty Doctor').
Agree it with the team
Check the guide with your practice manager, especially how fast results and urgent letters must be passed on.
Set up the inbox rules
In Outlook, open Rules in the settings and create each rule the guide suggests. Test each with one real email.
Pin the guide
Save the agreed guide in Word next to the desk so cover staff route things the same way.

Rules only move emails; someone still needs to check the results folder through the day.
Use your practice's approved email system for anything containing patient information.