Mental Health Pilot: terms and crisis protocol

02

Who the pilot serves

The current pilot offers individual, 60-minute online psychological support for adults and older adults in English or Spanish, ordinarily one session every two weeks. Maria Alejandra Abril Nova is the psychologist identified on the programme page. Clinical suitability, professional authorization and the participant’s actual location must be checked before an appointment is confirmed. The pilot does not currently admit children or adolescents.

Access from a country does not mean clinical care is authorized there. microscopIA and the clinician must confirm the applicable jurisdiction, credentials, institutional permissions, coverage and an effective local emergency route. Planned registration or future expansion is not proof of present authorization. If safe and lawful remote care cannot be arranged, the team must explain the limitation and facilitate an appropriate local referral.

03

Clinical scope, limits and continuity

Support may address emotional regulation, anxiety, depression and concerns within the psychologist’s competence. It does not replace emergency, inpatient, psychiatric or other specialist care when needed, and does not include medication prescribing. Results are individual and are not guaranteed. Referral is based on assessed needs, not a label or diagnosis alone.

The clinician explains the proposed approach, reasonable alternatives, telehealth limitations and foreseeable risks, answers questions, assesses capacity and obtains informed consent. You may pause or withdraw consent, subject to lawful safety duties and required record retention. Ending the pilot or transferring care requires a proportionate continuity plan, communication and referral; these terms do not authorize abandonment.

04

Before the first session: your safety plan

The care team must securely record and verify your identity, current physical address and country, callback number, at least two emergency contacts and their relationship to you, local police and fire/rescue numbers, and the name and telephone number of your usual health facility. Confirm a reachable local emergency department or emergency medical service, including an internationally callable number where necessary. Discuss contact permissions, preferred order and any person whose involvement would create danger.

At every session, confirm your physical location, callback number, privacy, who is present and any changes to contacts. Do not attend while driving. If two suitable contacts or a workable local response cannot be established, the clinician must review a safe alternative before routine remote care starts; in an active emergency, obtaining a form must never delay emergency action. Do not place these details in Global’s general forms or AI chat.

05

Suicide, self-harm and danger to others

The clinician assesses suicidal thoughts, self-harm, intent, plans, access to means, recent behavior, protective factors and available support as clinically appropriate. Thoughts alone do not automatically trigger police involvement. A credible threat to another person, severe agitation, intoxication, psychosis, mania or inability to remain safe also requires a proportionate clinical assessment and, when indicated, urgent in-person care. The website assistant does not make these assessments.

For risk without immediate danger, agree a collaborative safety plan: personal warning signs, coping steps, safe people and places, professional resources, safer access to potentially harmful means and a specific follow-up or referral. A promise not to self-harm is not a substitute for assessment or care. Plans must be understandable, culturally appropriate and practical in the participant’s location.

06

Imminent danger: clinician-led escalation

When assessment indicates immediate serious danger, the clinician seeks to maintain contact, confirms the location and calls appropriate patient-local emergency or crisis services. A safe support person may be asked to stay nearby and help reduce immediate hazards without putting themselves at risk. Medical response is prioritized where appropriate; police, fire/rescue, other authorities or a potential victim are contacted only when clinically and legally justified. Do not confront an armed or violent person.

Disclose only information necessary for a lawful protective response, document the reason and recipient, and explain the disclosure when safe and lawful. The clinician seeks a confirmed handoff to responders or a responsible receiving service, records unsuccessful attempts and escalates through an alternative verified route. Remote staff cannot guarantee response times or physically control the environment. This limitation does not remove their professional duties.

07

Disconnection and the Zoom phone channel

Agree before the session who calls whom if video fails. The clinician attempts the verified callback number. If contact is lost during a serious safety concern, the clinician acts on the last verified location and available information, contacts appropriate emergency resources and safe contacts, and does not treat silence as evidence that the risk has ended.

A Zoom-based telephone route may support callbacks and escalation only after its number, coverage, international dialing capability and availability are confirmed by the team. It is not inherently a local emergency dispatcher or a continuously monitored crisis line. Outside an active session or confirmed coverage, use local emergency services rather than waiting for microscopIA.

08

Safeguarding, support people and follow-up

Suspected abuse, coercion, neglect or exploitation is assessed under applicable safeguarding duties, including risks affecting dependent adults. A support person is not automatically authorized to receive all clinical information and must not replace a participant who can decide for themselves. The team must consider whether contacting someone could increase danger. Any future service for minors requires separate age-appropriate consent, assent, guardian and safeguarding arrangements before launch.

After an incident, the clinician documents assessment, decisions, contacts, disclosures, handoff and follow-up. microscopIA reviews operational failures and corrective actions through appropriate confidentiality safeguards. Follow-up timing is set by clinical need and receiving-service arrangements; routine pilot scheduling does not replace urgent care.

09

Confidentiality, records and separate permissions

Clinical confidentiality is protected, with lawful exceptions for serious safety concerns, safeguarding and other applicable legal duties. The clinician must explain the limits before care. Access to records is limited to authorized persons for a defined purpose; emergency disclosure uses the minimum necessary information. Clinical records must be kept outside public marketing, donor, association and ordinary research-participation databases.

The care-specific privacy notice must identify the responsible legal entity, secure rights-request channel, purposes, recipients, international processing, retention and applicable access/correction rights. Required clinical records cannot always be erased on request. Sessions are not recorded without a separate, informed and optional authorization specifying access, storage and retention. Do not record others without their permission. Research, publication, marketing and AI training are not authorized by accepting these service terms; each requires its own lawful basis and, where applicable, separate consent and ethics review.

10

Fees, booking and future changes

The programme currently advertises free sessions during the pilot. From December 1, 2026, it announces USD 5 per psychology session and free sessions for residents of low-income countries. Future children, adolescent and couples services remain subject to separate eligibility, safeguarding and authorization; an announced price does not open those services. Confirm the current offer, eligible country classification, residency evidence, availability and any taxes before booking. No price change applies retroactively to a confirmed booking.

Use the platform’s secure booking-management link for available changes, or request scheduling assistance. The booking must disclose cancellation and rescheduling rules before confirmation. There is no fee for cancelling a free pilot session. For any paid service, provider cancellation or non-delivery permits a replacement or refund for the undelivered service, subject to mandatory rights. Clinical risk is never managed by a cancellation charge.

11

Responsibilities, complaints and rights

microscopIA is responsible for its institutional permissions, platform arrangements, governance, secure operational processes and emergency infrastructure. The clinician is responsible for competent professional assessment, consent, records, risk decisions, referral and crisis activation. Contracts between them cannot remove duties owed to participants. Participants should provide accurate location and safety information and tell the team when circumstances change.

For a non-urgent concern, contact contact@microscopiatech.com; for a payment issue, finance@microscopiatech.com. Send only basic contact details initially and request a secure channel for clinical information. You retain rights to complain to relevant professional, health, data-protection and consumer authorities. These terms contain no waiver of negligent care, no guarantee against harm and no restriction on remedies that law protects. A general website acceptance is not clinical informed consent or confirmation of eligibility.

Before you continue

Clinical consent and the emergency plan are completed with the team through a secure clinical channel. Do not send health details or emergency contacts to Global’s general form.