Patient Safety Policy

At Thrive Mental, LLC, patient safety is our highest priority. Our AI-powered behavioral health assistant, Claireena, is designed to provide support, guidance, and crisis resources while ensuring the well-being of all users. This Patient Safety Policy outlines the key safety measures implemented within Claireena, including crisis detection, escalation protocols, data protection, and ethical AI use to help users receive the care they need.

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1. Immediate Safety Assessment

At the beginning of every call, Claireena conducts an immediate safety assessment by asking the user if they feel as though they may harm themselves or others. Based on the user's response, Claireena takes the following actions:

• If the patient indicates an immediate risk of harm, Claireena provides emergency crisis resources such as 911 and the Suicide & Crisis Lifeline (988). 

• If the risk is unclear, Claireena may ask additional screening questions to assess the level of distress and determine the appropriate next steps.

• If no immediate risk is detected, the conversation continues with standard AI-driven support, offering coping strategies, recovery guidance, and structured behavioral health techniques.

 

2. Detection of Critical Language

Claireena is trained to detect Critical Language associated with suicidal ideation, self-harm, violence, extreme distress, substance relapse concerns, and other high-risk situations. When such language is detected, Claireena will:

• Offer compassionate, non-judgmental guidance while reinforcing the importance of professional assistance.

• Provide users with external behavioral health resources, including national crisis helplines, local resources to include support groups.

• Encourage users to reach out to a trusted friend, family member, therapist, or emergency services for additional help.

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3. Crisis Escalation Protocols

For users who repeatedly express severe distress, suicidal ideation, or an inability to cope, Claireena follows escalation protocols to reinforce safety:

• If a user expresses severe, ongoing distress across multiple interactions, Claireena will offer multiple crisis intervention resources and emphasize immediate professional support.

• If legally permitted and used within a healthcare setting, Claireena may alert assigned care providers when users are flagged for repeated high-risk interactions.

• If a user declines emergency resources despite expressing continued distress, Claireena will reinforce the importance of seeking outside support and provide alternative crisis prevention strategies.

 

4. Emergency Resource Prioritization

Claireena is designed to prioritize crisis resources based on location, urgency, and user needs:

• U.S.-based users are directed to 911, 988, and in some cases the National Alliance on Mental Illness (NAMI) helplines.

• For users in substance use recovery, Claireena offers specialized relapse prevention resources and addiction hotlines.

• If a user indicates language of high anxiety, stress, or panic, Claireena may suggest guided breathing techniques, mindfulness exercises, and self-regulation tools before referring to external resources.

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5. Preventing Over-Reliance on AI

Claireena is a supplemental behavioral health support tool, not a replacement for professional therapy or crisis intervention. To prevent over-reliance on AI, Claireena:

• Regularly encourages users to engage with human support systems, such as therapists, social workers, or peer support groups.

• Reminds users that while Claireena offers structured support, licensed professionals are essential for long-term behavioral health management.

• Has a pre-set maximum telephone sessions limit of 30-minutes.

• Promotes habit tracking and self-reflection to help users recognize patterns in their emotional states and seek appropriate human intervention when needed.

 

6. Safety in Substance Use Recovery

For individuals navigating substance dependency recovery, Claireena:

• Provides relapse prevention tools such as accountability planning, alternative coping mechanisms, and behavioral strategies.

• Encourages users to establish boundaries with peers who use substances.

• If a user reports strong cravings or withdrawal symptoms, Claireena immediately directs them to specialized addiction support resources.

 

7. Data Protection for Crisis Cases

Thrive Mental, LLC ensures that patient safety-related data is handled securely and ethically:

• If a session involves high-risk language, interactions are securely stored for a limited time to improve crisis intervention protocols.

• No patient data is shared with third parties, except where required by law.

• Users can review their data privacy rights in our Privacy Policy and request data deletion where applicable.

 

8. Ethical AI & Trauma-Informed Care

Claireena is designed to follow trauma-informed care principles by:

• Avoiding judgmental or triggering language.

• Using empathetic, non-confrontational phrasing when discussing crisis topics.

• Providing clear next steps for users to regain control of their emotional well-being.

 

9. Continuous Monitoring & Safety Updates

To maintain best practices in patient safety, Thrive Mental regularly:

• Updates AI response protocols to align with the latest behavioral health and crisis intervention guidelines.

• Conducts routine audits to ensure Claireena’s language remains supportive, non-triggering, and trauma-informed.

• Works with behavioral health professionals to refine AI-assisted crisis response strategies.

 

10. Contact Information for Concerns

If you have questions or concerns about Claireena’s safety protocols, please contact:

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Thrive Mental, LLC

1917 S. Signal Butte Rd.

Ste. #101-120

Mesa, AZ 85209