Arbol works with your patients’ data, and its AI helps your team without replacing its judgment. This page gathers the everyday habits that protect your patients: who decides, what to check, what never to write and what to do when something goes wrong. If you haven’t yet, read AI at Arbol, in plain words first.
The person decides
No clinical decision is delegated to AI. Diagnosing, prescribing a treatment, interpreting a result or making an exception is always up to a person on your team.
- Raíz’s agents look after patients and carry out tasks, such as giving information or booking. Make sure their instructions say they don’t give medical advice, and that clinical questions are among the cases handed to your team. See Write an agent’s instructions.
- In Ámbar, Ámbar proposes and a person decides: your team confirms or rejects each cohort entry, and the treating physician authorizes or excludes each proposed care item and closes each clinical alert with a documented decision. See Decide medical authorizations.
- Arbi asks you to approve before it makes a change in Raíz, Agenda and Account (in Ámbar it saves notes, tasks and drafts without asking). Approve only what you’ve read and understand; if you’re not sure, choose Deny.
- An improvement to an agent only goes live when someone with permission reviews and approves it. See Improve an agent’s replies.
Check before you act
What AI produces is a starting point, not the last word:
- A conversation’s summary, outcome and mood are generated by Raíz when it closes. If in doubt, read the transcript or listen to the recording.
- Captured data, such as a preferred date, is extracted by AI from the conversation. If a value is wrong, correct it: the correction is saved with your name and the date. See Follow conversations.
- What an agent or Arbi says about a patient, an appointment or an authorization: check it at its source, such as the patient’s record in Agenda or your organization’s clinical record, before acting on it or telling the patient.
- The tools an agent used show in the conversation with their result. If one says Failed, don’t assume the task was done: check it in the system.
What you should never write
What you write in Arbol is kept, and some of it is read by AI or by other people. Before you write, think about who will read it:
| Where | What not to put | Why |
|---|---|---|
| An agent’s instructions, its knowledge and bulletins | A particular patient’s data: their name, ID document, phone number or diagnosis | The agent uses them in all its conversations and could repeat them to someone else. |
| Feedback with Improve response | Names, ID documents and other personal details | Describe the procedure, not the case, as the window itself asks. |
| An Arbi document or note for The whole organization | Patient data | Everyone in your organization sees it, whatever their role. |
| Notes that ask for «sin datos clínicos sensibles» (no sensitive clinical data), such as when you reject a cohort entry in Ámbar | Sensitive clinical data | Other people on the team read the note. |
| A message or screenshot for support | Patient data | Describe the case without it. See Get help. |
| Anywhere: chats, instructions, knowledge, notes, emails | Passwords, verification codes and API keys | They aren’t needed there, and they’re kept. |
An example with an agent’s instructions:
Avoid
If Ana Pérez (example) writes from 555-0123, tell her her blood sugar
came back high and that she should book internal medicine.Better
If someone asks about a lab result, don't interpret it. Tell them a
professional must review it and hand the conversation to the team.Who sees what
- Your role decides what you see. In Raíz, only people whose role lets them see conversations see them. In Agenda, your role decides whether you only view the agenda and patients or also book and edit them. In Ámbar, your profile and its scope, such as your program or location, decide which people you see. The details are in Roles and permissions.
- Always use your own account. Don’t share your password or work in someone else’s session: many actions are recorded with the name of whoever did them, such as who booked an appointment or who corrected a value.
- Ask for the access you need, no more. If your role doesn’t let you see something you need, ask whoever administers Arbol at your organization. When someone leaves the organization or changes jobs, an administrator must change their role or remove their access.
- Choose carefully who receives automatic emails and notices, such as Raíz’s notices and daily report or Agenda’s daily agenda PDF: include only people who may see that information. See Get notices and the daily report.
Report a wrong or unsafe answer
If it was a Raíz agent
Take over the conversation
So the AI stops replying.Correct it with the patient
In the conversation or the usual way.Leave feedback
With Improve response, without personal data.Tell whoever tunes the agent
So they review its instructions and knowledge.
- Take over the conversation if it’s still open on WhatsApp, so the AI stops replying. See Handle a WhatsApp conversation.
- Correct whatever’s needed with the patient. If it was a call, contact them the usual way at your organization.
- Leave feedback with Improve response, below the reply, for messaging agents. See Improve an agent’s replies.
- Tell whoever tunes agents, with the Agent design or Administration role in Raíz, giving the conversation’s date and time.
If the answer could have put a patient at risk, for example because it gave clinical directions or shared data with the wrong person, also write to Arbol’s team from Support, without the patient’s data, and follow your organization’s procedure for reporting incidents.
If it was Arbi
Don’t approve a change you don’t understand: choose Deny. If Arbi answered something wrong or unsafe, write to Arbol’s team with the date and time of the conversation, which stays in Arbi’s History.
If it was Ámbar
Ámbar doesn’t decide: it proposes. If a proposal doesn’t fit, reject it with your reason, such as Rechazar (reject) for a cohort entry or Excluir (exclude) for a proposed care item. If Ámbar shows a value that isn’t right, or keeps proposing something that makes no sense, tell whoever administers Ámbar at your organization and Arbol’s team. See Decide who enters a cohort.
Share exports and PDFs carefully
These files contain patient data:
- In Raíz, a conversation’s PDF report, marked Confidential document, with the transcript and the captured data.
- In Agenda, the agenda PDF, which can include each patient’s ID document, phone number and notes; the appointment slip, with the patient’s details; and the list you download with Exportar citas (export appointments) in the reports.
When you use them:
- Download only what you need. In the agenda PDF, under Qué incluir (what to include), leave out the columns you don’t need, such as Documento or Teléfono. See Print the appointment slip and the agenda.
- Share them only with people who may see that data in Arbol, through the channels your organization approves. Don’t forward them to chat groups or personal email.
- Give the appointment slip only to its patient, and collect what you print right away.
- Delete the downloads from a shared computer when you’re done.
On a shared computer
- Sign out at the end of your shift, from your user menu, with Sign out (in Agenda, Cerrar sesión; in Ámbar, Salir). Closing the tab doesn’t sign you out. If you used several applications, sign out of each one. See Sign in to Arbol.
- Don’t let the browser save your password.
- Lock the screen when you step away, even for a moment.
If something doesn’t work as you expect, see When something goes wrong.