How a Beverly Hills Practice Governs AI in a Regulated Environment
Dr. Carlo Honrado, M.D., F.A.C.S. — ENT and Facial Plastic Surgeon, Beverly Hills / Century City, CA — deployed MIOS Health, MIOS, and CSOS to build a governed AI operations layer across front-office, patient inquiry capture, follow-up automation, and cybersecurity.
Client
Dr. Carlo Honrado, M.D., F.A.C.S.
ENT + Facial Plastic Surgery
Location
Beverly Hills / Century City, CA
Products Deployed
MIOS Health + MIOS + CSOS
The Challenge
A private surgical practice in one of the most competitive medical markets in the country. High volume of patient inquiries arriving via website, phone, and referral. Manual front-desk workflows with no AI infrastructure.
The core constraint: the practice operates in a regulated environment. Any AI layer must be HIPAA-aware, must never generate medical advice, must not hallucinate on patient-facing content, and must remain under physician and staff control at all times. General-purpose AI products were not designed for this operating model.
The practice needed a governed AI layer that could handle inquiry volume, reduce manual follow-up burden, and operate cybersecurity controls — without exposing Protected Health Information (PHI) or creating compliance liability.
The Solution
Bespoke Mentis deployed MIOS Health as the governed AI front-office layer. The website AI assistant was trained exclusively on approved practice content — it answers questions the practice has explicitly sanctioned, and routes all medical or clinical queries to licensed staff.
MIOS (Mentis Intelligence Operating System) was deployed as the practice intelligence core — giving ownership a real-time view of inquiry flow, operational metrics, and AI activity. CSOS (Cybersecurity Operations System) was deployed to protect practice endpoints, train staff, and establish a HIPAA-compliant security posture.
Every component operates under the same governance architecture: constitutional constraints on AI behavior, SHA-256 hash-chained audit trails, and explicit human approval gates on patient-facing actions.
What Was Built
Governed website AI assistant
Answers questions from approved practice content only. Common inquiries about procedures, general information, office policies, and appointment requests are handled automatically. Medical questions and clinical inquiries are routed to licensed staff.
Patient inquiry capture and CRM pipeline
Website inquiries, consultation requests, and contact form submissions flow into a structured CRM pipeline. No inquiry is lost when staff are unavailable. Follow-up queues are maintained with full context.
Follow-up automation with physician-approved templates
Post-consultation and inquiry follow-up sequences are AI-assisted and operate on physician-approved message templates. Explicit patient consent controls are enforced before any automated outreach.
Practice intelligence dashboard
Operational visibility into inquiry volume, response times, conversion rates, and AI activity. All metrics are drawn from real interaction data — not estimates.
Cybersecurity operations layer (CSOS)
Huntress Managed EDR deployed across practice endpoints. Staff security awareness training, HIPAA compliance portal, phishing simulation, and policy acknowledgment workflows.
SHA-256 audit trail on every AI action
Every AI-generated response, every automated action, and every content decision is permanently recorded with a tamper-evident hash-chained audit log. Regulator-ready by design.
Compliance Architecture
Architecture
HIPAA-aware — no PHI on public-facing surfaces
Answer controls
AI responds only from approved practice content
Medical routing
Medical and clinical questions route to licensed staff
AI disclosure
CA AB 489 compliant — AI interactions are disclosed
Outreach consent
Explicit patient consent required for all automated outreach
Audit trail
SHA-256 hash-chained log on every AI action
“This is a live, active deployment. Details are shared with permission.”
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