Healing Process policy suite

News, Evidence and Content Governance Policy

1. Purpose

To govern public and in-product health content, official-source monitoring, summaries, videos, help material and product claims so that information is current, traceable, accessible and not mistaken for personal medical advice.

2. Scope and status

This policy applies to the website news monitor, document library, FAQs, resources, notifications, help assistant, marketing, policy pages, translations, training and generated or AI-assisted text.

Core supplier and product policy

3. Policy principles

• Original authoritative sources remain primary. Healing Process summaries are signposts and must link to the complete source.
• Automation may collect, classify, de-duplicate and draft a neutral synopsis, but it must not create new clinical recommendations or silently reinterpret safety instructions.
• Publication date, first-seen time, last check, source and approval status must be retained.
• Claims about the product require evidence and regulatory approval, not merely a favourable external article.

4. Mandatory requirements

• Maintain an allowlist of authoritative domains and source types, with an owner and review date for each source.
• Use transparent relevance rules covering wound care, skin changes, dressings, infection prevention, surgery, nutrition, patient safety, accessibility, digital health and relevant regulation.
• Store canonical URL, title, source, publication/update date, retrieval time, content hash, topic, synopsis, approval and withdrawal status.
• Display no more than a curated number of foreground items while retaining the wider dated library and source-search function.
• Require clinical or regulatory review for safety-critical summaries, new explanatory content or any wording that could influence care.
• Use plain language, accessibility review and approved translation for public material. Record the source version used for every translation.
• Mark external content and make clear that inclusion is not endorsement. Do not scrape or reproduce material beyond permitted use.
• Monitor changed, redirected or removed sources and flag them for review rather than silently preserving obsolete advice as current.
• Apply a content correction and urgent withdrawal process, including identification of every page or notification containing the affected wording.

5. Procedure and escalation

• The scheduled monitor fetches approved sources, applies deterministic filtering and writes candidate records to the database.
• Low-risk metadata-only cards may auto-publish under an approved rule; safety alerts, drafted summaries and clinical commentary require the configured reviewer before public release.
• A correction preserves the earlier record, states the amendment where material and updates all channels under change control.
• Product claims are checked against the claims register before any article, FAQ, campaign or screenshot is published.

6. Roles and responsibilities

Clinical Content Editor

approves clinical wording and maintains editorial standards.

Regulatory Lead

approves product and device claims.

Technical owner

maintains collection, provenance, security and availability.

Accessibility/translation owners

ensure usable formats and controlled versions.

All publishers

cite sources, avoid advice beyond scope and report errors.

7. Records, confidentiality and retention

Keep source allowlist, database entries, raw metadata/extracts where lawful, content hashes, approvals, versions, translations, corrections, withdrawals and monitoring failures.

Records created under this policy must be accurate, attributable, access-controlled and linked to the applicable retention schedule. Where a provider is the controller or authoritative record holder, its documented instructions and legal duties apply.

8. Monitoring, assurance and review

Review source relevance and content monthly, safety feeds at the configured frequency and the policy annually. Monitor stale links, changed sources, correction time, reviewer backlog, topic diversity and unapproved claims.

Material non-compliance is reported through the relevant clinical-safety, patient-safety, data, security, safeguarding, HR, contractual or whistleblowing route. Corrective actions receive an owner, target date and effectiveness check.

9. Training and communication

The policy owner identifies which roles require awareness, operational or specialist training. Training is accessible, version-controlled, role-specific and refreshed after material change or evidence that understanding is inadequate. Providers communicate local procedures and contact routes before users are granted access.

10. Related documents

• Medical Device and Intended Purpose Policy
• Accessibility Policy
• Research and Evaluation Policy
• Patient Safety Incident Policy

11. Approval record