Incident pathway

Incident & Contact Pathway

During closed trials, privacy, security, safety, and support issues should be reported to the clinician, practice, or HxWriter trial administrator responsible for the account. Urgent clinical concerns should use normal clinical escalation pathways first.

Logged communication

Submit a report or question

Use this pathway for support questions, privacy issues, security concerns, or clinical safety feedback. Urgent clinical concerns should still follow normal clinical escalation first.

Stored in the incident register Reviewed by an administrator Status tracked to actioned or resolved

Primary Contacts

Need	Contact	When to use
Urgent privacy or security incident	HxWriter trial administrator	Suspected unauthorised access, wrong patient information, exposed data, lost device, account compromise.
Clinical safety concern	Clinician or practice first, then HxWriter trial administrator	Incorrect output that may have been relied upon, near miss, harmful or misleading draft.
General support	HxWriter trial administrator	Login, account, workflow, output, or product questions.
Privacy request or complaint	Clinician or practice first; HxWriter trial administrator for service-specific concerns	Access, correction, deletion, handling complaint, patient concern.

What To Report

Any suspected unauthorised access to an account or data.
Any suspected privacy breach, wrong-recipient issue, wrong-patient issue, or exposed data.
Any AI output that may create a patient safety risk if copied, sent, or relied on.
Any accidental recording, capture without required consent, or failure to stop after withdrawal.
Any security weakness, suspicious activity, unusual email, or login anomaly.
Any complaint from a patient, carer, clinician, practice, or IT administrator.

Information To Include

Your name, role, organisation, and contact details.
Date and time of the issue, including time zone.
Account email and session identifier if visible.
Plain-language description of what happened.
Whether any patient, carer, clinician, or third party may be affected.
Whether information was copied, sent, filed, downloaded, or shared.
Immediate steps already taken, such as stopping capture, deleting a session, correcting a record, or notifying a practice manager.

Do not include more patient information than needed to triage the issue. Use initials or internal identifiers where practical unless full details are necessary for safety or investigation.

Initial Response Process

Acknowledge the report and classify it as support, privacy, security, clinical safety, or mixed.
Preserve relevant metadata and avoid unnecessary access to clinical content.
Contain the issue where possible, including account lockout, session purge, or workflow pause.
Assess who may be affected and whether any clinical correction or patient/practice communication is needed.
Escalate to legal, privacy, security, insurer, customer practice, or regulator where required.
Document outcome, remediation, and any product or training changes.

Urgent Clinical Situations

HxWriter is not an emergency or clinical decision system. For urgent patient care or safety issues, use the clinician's normal emergency, clinical governance, and practice escalation pathways first.

Follow-Up

HxWriter will review reported issues, preserve relevant metadata where appropriate, support the clinician or practice in correcting records or workflow problems, and update product safeguards or training where needed.