The objectives were to develop an LLM that could accurately process user queries related to plastic surgery and deliver consistent, medically accurate responses. For this purpose, an automated backend capable of analyzing relevant articles from trusted sources to build a domain-specific knowledge base was required.

Solution implementation

Our team began with a comprehensive investigation into available LLMs (GPTs, LLaMAs, Falcon, Dolly, Guanaco) to identify the model best suited for accurately responding  to plastic surgery-related questions. The first stage involved compiling and curating a dataset with 50 common questions and answers based on public and client-provided data. Rigorous testing across several models allowed us to select the one with the best accuracy. We also deployed manual jailbreaking and response quality tests to ensure the LLM would remain focused on plastic surgery topics, refusing off-topic queries and passing various tests for security and reliability​.

To further support the knowledge base, we designed a command-line tool that allowed the model to process data from PDFs by creating a structured index and filtering out irrelevant sections like references. This approach improved the quality of extracted information, ensuring that only relevant content contributed to the responses provided to the users. Additional data processing techniques, including chunking and context sliding, were used to maintain high-quality, concise information flow between the LLM and the backend system​.

The API was built using Python with Flask, wrapped in Docker for scalability, and deployed on Google Cloud Platform (GCP) to enable seamless integration with the company’s existing UI. 

We sat down with our client to further discuss the project goals, scope and success

What inspired therealpatients.org to create this virtual assistant for plastic surgery consultations? 

The idea of this virtual assistant was inspired by the need to help patients and potential patients answer the most important questions that arise when considering plastic surgery or have questions after plastic surgery and other related questions. We hope that this assistant will provide reliable and science-based information that will enable informed decision-making or get other relevant information. Our team has sought to train the AI based on medical literature and scientific articles to ensure accuracy and professionalism in providing answers. AI model will continue to be trained to provide users with the most accurate answers and up-to-date information.

What specific problems in handling plastic surgery inquiries does this project aim to solve?

Nowadays, plastic surgery is very popular all over the world and the number of plastic surgeries is growing every year, and, I would say, significantly. Younger and younger people are having plastic surgery. So, with the demand for plastic surgery up, the number of providers is also increasing in various fields. However, the reality is that not all specialists make it a priority to provide quality, safe and in some cases even legal services. In other words, sometimes, keeping the Hippocratic Oath is not a priority. 

In times of booming medical tourism, some plastic surgeons prioritize material benefits. Some patients do not even receive proper post-operative care after their surgery: incision sites are not properly inspected, sutures are removed for less visible scar formation, infection is not controlled, or necrosis occurs, leading to tissue death. These are procedures which, if not carried out properly, can damage body tissues in such a way that subsequent operations become extremely difficult or even impossible due to missing tissue.

There are cases where patients do not even receive any documentation about the surgery after the operation, which makes it impossible for them to prove that a certain clinic and a certain surgeon carried out the operation and to defend their violated rights.

Some specialists, in order to gain material benefits, successfully promote themselves as top professionals by using marketing tools and techniques, but in reality they do not even have the relevant qualifications and experience. In addition, some surgeons use false advertising, fake ratings, hire influencers to promote false information; put up photos that do not correspond to reality, remove negative testimonials, and offer promotional packages of procedures, often without even having the necessary expertise. 

This is a serious problem. There is neither proper legal regulation on the dissemination of such advertising nor control over the doctors in terms of the provision of truthful information about the services they provide, the quality of the services they provide and the competence of the doctors they offer. Meanwhile, the patient access to objective information about the competence of doctors and the actual results of the operations performed is extremely limited or even impossible, and it is difficult to select and assess which information is correct from the publicly disseminated marketing information. 

Thus, due to the lack of basic information about doctors and the services they offer, patients often choose a well-advertised specialist whose actual competence, services, and quality do not match expectations, a decision that leads to negative consequences later. What is more, inadequate provision of services that are normally associated with the appearance that we all see can and does irreversibly change the lives of the patient and his or her relatives, with loss of social life and various psychological and mental problems that may even lead to suicide. 

I have heard that the British Medical Association is fighting these problems. The NHS reports that the cost of treating complications reaches around GBP 94 million each year, and the number of people who have needed treatment after operations abroad has increased by 94% in three years.

In the last two years, I myself had to deal with a very large number of people  who were affected by botched operations, which shows that the problem is extremely serious and that there is a lack of help. Surveys were carried out on various portals and groups on the need for such a website, the results of which have confirmed that there is a real need for such a website.

Therefore, our aim is to draw attention to these problems on a global scale and to help patients who are facing complications or psychological difficulties. We also want to help people to find trustworthy and responsible professionals who care about the patient's well-being and not only about material gain, thus avoiding as much as possible the choice of the wrong doctor based on other people's experiences, and not on advertisements about the doctors. Our aim is to help distinguish between true professionals and those who take advantage of patients' fears and reluctance to talk publicly about their traumas and difficulties, and thus exploit them.  

What goals did therealpatients.org set for this project in terms of user experience and support?

Our aim is to help distinguish between true professionals and those who take advantage of patients' fears and reluctance to talk publicly about their trauma or difficulties for their own material gain. To help patients make informed decisions, we are developing a platform that will provide patient assessments, a discussion forum and science-based information. We understand that some patients may experience physical or psychological difficulties after their procedures, and we will endeavor to provide them with the support they need to recover.

Our aim is to create a safe and supportive community where patients feel understood and supported. Often, affected patients do not have the right support in their circle of relatives, which makes it easier for them to interact with people who are going through similar experiences and who can share their experience and understanding. The platform is currently still in the development phase, but we are doing our best to ensure that it meets the needs of patients and ensures their wellbeing.

What are the main benefits for clients using this virtual assistant compared to traditional ways of handling inquiries?

The main advantage of this virtual assistant is that it will be able to provide sufficiently accurate answers to specific questions posed by consumers, based on a thorough review of the scientific literature. If the virtual assistant works as we plan, customers will no longer have to search or read complex scientific articles that are often difficult to understand. The tool will simplify the whole process by providing clear, concise and sufficiently accurate information, allowing customers to make informed and educated decisions as well as to obtain relevant information on plastic surgery without additional effort.

How do you expect this assistant to change the way Vera Aegis interacts with its clients?

This is a brand new project and the platform is still under development, so it is too early to say exactly how this assistant will affect customer interactions. However, we are optimistic that it will provide significant value by improving communication, providing sufficiently accurate and detailed answers, and improving the overall customer experience. Time and customer feedback will help shape the development and integration of this tool into our services.

What improvements in efficiency or service quality do you hope to see with this new technology and how will it shape the future of virtual consultations and customer support in healthcare?

We expect this technology to significantly improve both efficiency and service quality. The virtual assistant will enable users to get answers to their questions quickly and purposefully, as well as creating a more user-friendly experience. This tool will reduce the time needed to find reliable information, eliminate the need to delve into complex scientific literature and simplify access to science-based information. Ultimately, we hope that this tool will help users make informed decisions, or encourage them to seek further help from specific professionals and advice on the decision-making.

We believe that this type of technology could revolutionize virtual consultations and customer service in healthcare by making information more accessible, personalized and efficient. AI-based virtual assistants can answer general questions that do not require specific tests or examinations to provide answers quickly and with sufficient accuracy and, if trained to do so, would reduce the workload for healthcare professionals who are often called upon to provide general information. This is particularly useful when professionals are overworked from numerous consultations that are not always related to serious health complaints. It would allow medics to focus more on patients who need urgent care or detailed tests and improve the overall patient experience in any location with internet access.

These technologies may facilitate and fill gaps in access to healthcare, especially for those living in remote areas or with limited resources, by giving them quick and convenient access to relevant and interesting information.

What would success look like for this project a year from the solution’s implementation?

The success of this project would be measured through several key achievements. Firstly, the engagement and activity of users in using the virtual assistant will be an indicator of success, demonstrating its usefulness and relevance to their needs. Secondly, positive customer feedback on the accuracy and clarity of the information provided should confirm the value of the platform.

We also expect to see a year-on-year reduction in the number of dissatisfied patients with the results of aesthetic procedures, as they will be able to make more informed decisions about future choices, either before or after surgery based on clear and reliable information. Our priority is patient safety and transparency in aesthetic treatments, ensuring that people feel more confident in their choices.

Ultimately, the greatest success would be for AI to help people get all the information they need, relevant to them, to answer their questions correctly and completely,and to enable them to make decisions or choices that are solely in their own interest, health, and well-being. Also, to guide them in the right direction to make the best choices, to prevent them from making rash decisions, and to provide them with the knowledge to avoid going to the wrong professional and avoid negative consequences.