Our Crisis Response Protocol

What Eva is

Eva is a computer program, not a person. She helps you follow the recovery plan your care team set up, and she can answer questions about it. No doctor, nurse, or other person is reading your conversation live. Your care team can review parts of your journey, but nobody is watching the chat in real time, day or night.

What Eva does if you mention wanting to hurt yourself

Eva's safety check reads what you write to her. When something you say touches on suicide or hurting yourself, here is what happens — and we want you to know the limits too.

If what you said reads clearly as being about suicide or hurting yourself and matches the patterns our clinicians have listed — whether you say it directly or indirectly — Eva stops the ordinary conversation. She does not ask her usual recovery questions and she does not improvise. She gives one fixed, pre-written response:

"Based on what you've described, please call 911 or go to the nearest emergency room now."

That response is written in advance, word for word, and it is the same every time — because a moment of crisis is the wrong time for a computer to improvise.

If what you said could be about hurting yourself but is genuinely unclear — a dark turn of phrase that might be despair, or might be the ordinary frustration of a hard recovery — Eva does not guess in either direction. She asks what you meant, in one plain question, and the conversation continues from your answer. If your answer makes clear you are thinking about hurting yourself, the fixed response above follows. If it was frustration, the ordinary conversation goes on. If it is still unclear, she may ask again. We chose this on purpose: when it is truly not clear what someone means, asking and listening — rather than answering something they did not say with an emergency script — is how we try to get it right.

Four limits, stated plainly:

• Which path your words take — and whether they are flagged at all — is a computer's judgment. A computer can miss things, and it can read the same words differently on different days. Eva does not understand you the way a person would.
• A flagged message that does not match the listed patterns still gets follow-up safety questions — about fever, your incision, or leg pain — rather than the fixed response. Those questions are about your surgery recovery, not about what you said.
• While Eva is asking what you meant, nothing else has happened. No emergency response has been given and no person has been called. It is still just you and a computer program.
• That is why this page starts with the numbers it starts with. If you are in crisis, do not wait to see which path Eva takes — use them now.

How we prevent Eva from producing harmful content

• Eva only carries what her clinical content says. Her answers about recovery come from content written and approved by people — she is built not to make up medical advice, and when she has no approved answer, she says so instead of guessing.
• There is no content about suicide or self-harm for her to draw from. No approved content discusses those subjects. When the safety check reads a message as clearly about them and it matches the listed patterns, the fixed emergency response above replaces her ordinary answering entirely; when it is genuinely unclear, she asks what you meant rather than answering around it.
• Eva is not a substitute for crisis care. She is a recovery assistant for people healing from surgery. If you are in crisis, use the numbers at the top of this page.

If you are worried about someone using this service

Family members and caregivers can always use the crisis numbers at the top of this page on a loved one's behalf. If you have concerns about how Eva responded to someone in your family, contact us at hello@pop.clinic.

Who operates this service

The Healing Journey and Eva are operated by StrongPrompt, Inc. This page is published under California Business and Professions Code section 22602(b)(2).