Clinical governance at HerDoc
How does clinical governance work at HerDoc?
HerDoc clinical governance is based on GP-led decision-making, clear telehealth suitability limits, escalation when online care is not appropriate, privacy-aware workflows, and transparent complaints pathways. Technology may help organise information, but doctors remain responsible for clinical decisions.
GP-led decision-making
Doctors remain responsible for assessment, clinical judgement, advice, prescribing decisions, referrals, certificates, and escalation guidance. Software may support information collection, preparation, documentation, or follow-up workflows, but it does not replace the GP’s decision-making role.
HerDoc describes possible pathways without promising that a request will lead to a fixed outcome.
Telehealth suitability
Telehealth may be suitable for some non-emergency GP concerns, follow-up questions, medication review consultations, pathology discussions, certificates, and women’s health questions. It is not suitable for emergencies or situations where online assessment would be unsafe.
A GP may recommend in-person care, urgent care, local testing, or another pathway if symptoms, risk factors, or available information make online care unsuitable.
Technology and AI-use boundaries
Technology can help organise patient-provided information and support administrative workflows. It does not diagnose patients, decide treatment, replace a doctor, or guarantee outcomes.
AI-supported administrative workflows remain subject to doctor review, privacy controls, auditability, and patient-safety safeguards.
Escalation and urgent care
HerDoc directs patients to 000, an emergency department, or urgent local care for severe, sudden, rapidly worsening, or dangerous symptoms. This advice is shown prominently on relevant medical-topic pages.
Complaints and concerns
Patients can raise concerns through HerDoc’s published contact pathway. HerDoc reviews concerns about clinical safety, privacy, billing or service quality and escalates them where required.
When telehealth may not be suitable
- expecting automated diagnosis
- using HerDoc for emergencies
- assuming every request can be handled online
- expecting technology to override GP judgement
When to seek urgent care
Call 000 or go to an emergency department for severe, sudden, rapidly worsening, or dangerous symptoms, including chest pain, stroke signs, severe breathing difficulty, fainting, severe bleeding, severe pain, suicidal thoughts, or immediate danger.
- expecting automated diagnosis
- using HerDoc for emergencies
- assuming every request can be handled online
- expecting technology to override GP judgement
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Related pages
FAQs
Who makes clinical decisions at HerDoc?
Clinical decisions are made by doctors. Technology may support workflow, but it does not replace GP judgement.
Does HerDoc use AI to diagnose patients?
No. HerDoc AI does not diagnose patients or make clinical decisions. Doctors remain responsible for assessment and decisions.
When is telehealth not appropriate?
Telehealth may be inappropriate for emergencies, severe or rapidly worsening symptoms, concerns needing examination, or situations needing urgent local care.
What happens if online care is not suitable?
The GP may advise in-person care, urgent care, local testing, follow-up, or another pathway.
How can I raise a complaint?
Use the published HerDoc support pathway and include enough detail for the team to identify and review the issue.
Does governance guarantee a service outcome?
No. Governance describes safety and accountability settings; individual outcomes depend on GP assessment.
How does HerDoc handle privacy in clinical workflows?
HerDoc handles health information through privacy-aware systems for care, administration, safety and other lawful operational purposes, as explained in the Privacy Policy.