Medical/MI Handoff
Safe routing for out-of-scope clinical questions with structured escalation.
Out-of-scope categories
These must be routed to Medical Information.
Diagnosis requestsTreatment recommendationsDosing decisionsClinical decision support
Create MI Ticket
Escalate safely with complete context
Routing Playbook
Standardized response and escalation steps
Refuse disallowed content politely and clearly.
Capture inquiry category, HCP context, and related product.
Escalate to MI queue and communicate expected response time.
Confirm closure and audit log completion.
Template: "I can’t provide diagnosis, treatment, dosing, or clinical decision support. I can route this now to Medical Information for a qualified response."