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Osmind Trust and Safety Policies

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April 23, 2022

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Here at Osmind, our goal is to provide the resources and framework for clinics to be able to best serve their patients. We are consistently making improvements to our clinical portal and patient app to ensure we are doing as much as we can to set proper expectations among all Osmind users.

Osmind helps facilitate communication, as well as information sharing, between patients and clinicians. In facilitating that communication, it is important that both patients and clinicians have clear expectations of timelines in terms of monitoring and responsiveness for each communication channel.

We have consistent messaging in the patient app to make sure the patient is aware of potential response times from their clinic. The expectation is set with patients that their journal entries, messages, and survey responses may not be actively monitored by their clinic. If they need immediate or emergency services, they are directed to call or text a crisis hotline or contact 911.

On the clinic side, we want to make sure the clinician is aware that we are not setting unrealistic expectations with patients and also directing them to crisis resources in the event of an emergency.

Within the patient app:

On any page where the patient is submitting potentially urgent information (i.e. free-form journal responses, open text messaging, or surveys that include endorsement of suicidal ideation), patients will see a notice about visibility of their response and link to immediate resources.

Example of messaging to the patient:

Your clinician may not be actively monitoring these entries. If you are experiencing an emergency, call 911 or go to the nearest emergency room.

Resources linked:

  • call 911
  • call Suicide Prevention Hotline (800-273-8255)
  • text Crisis Line (741741)
  • advised to go to their nearest emergency room

Within the clinical portal:

On any tabs within the patient chart that reflect patient submitted information, like messages and journal entries, we include a disclaimer about what is communicated to the patient.

Example of messaging to the clinician:

Please note that patients are informed in the app that entries may not be actively monitored and are not to be used for emergency communications.

We recognize that individual clinicians and clinics have different policies and procedures around urgent and emergent patient concerns. We suggest speaking with your patients around the best ways to get help in these situations and to include in your practice policy documentation what processes are in place around this. We hope the messaging we have included in our patient app and clinical portal helps to set realistic expectations when they are interacting with the Osmind platform.

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If you, or someone you know, is in crisis or needs immediate assistance, please call 911 immediately. To talk to someone now, please call the National Suicide Prevention Lifeline at 1-800-273-8255.

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