Safety

Shiora is not an emergency service. If you think you or another person is in immediate danger or may be experiencing a medical emergency, contact local emergency services now.

Safety by design

Safety starts by defining what a service is intended to do, who it is for, and where its limits sit. Depending on the service and its stage, safeguards may include risk review, privacy and security controls, inclusive design, human oversight, testing, release checks, and monitoring proportionate to the potential impact.

New capabilities should be introduced with clear ownership and a way to identify, document, and respond to concerns.

Clinical boundaries

General information, digital tools, prompts, and automated features do not provide a diagnosis and do not replace assessment by a qualified health professional. A capability should state its intended use and important limitations where they matter to a person's decision.

Clinical services, where offered, may have separate eligibility, consent, professional, and care terms. The responsible clinician retains professional judgment within the scope of that service.

Urgent help and escalation

Do not rely on a message, notification, or digital tool for urgent help unless the specific service clearly states that a staffed urgent pathway is available. Messages and digital interactions may not be reviewed in time for an urgent need.

Where a service identifies a potentially urgent concern, its response may include clear next-step guidance or routing to an appropriate local service. The available pathway can depend on the service, location, and information provided.

Safeguarding

People may share concerns about abuse, exploitation, self-harm, violence, neglect, or the safety of a child or vulnerable adult. Product-specific safeguarding arrangements may include trained review, defined escalation, careful documentation, and limits to confidentiality where disclosure is permitted or required by applicable law and follows the service's documented safeguarding process.

The safeguarding route and response available can vary by service and jurisdiction. If there is immediate danger, contact local emergency services.

Learning and review

Safety reports, complaints, incidents, feedback, and relevant performance signals should inform review. Depending on the issue, this can include investigating what happened, assessing impact, correcting a problem, communicating with affected people or partners where appropriate, and checking whether the change was effective.

Safety practice evolves as services, evidence, risks, and legal requirements change.

Raise a concern

Send a non-urgent safety or quality concern to hello@shiora.health. Include only the information needed to explain the concern, and do not send sensitive health information by ordinary email unless you are asked to use an approved secure channel.

Do not use email for an emergency or an immediate threat to safety.