Policies

THIS NOTICE DESCRIBES HOW MEDICAL, MENTAL HEALTH, AND OTHER PERSONAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED, HOW ELECTRONIC COMMUNICATIONS AND CERTAIN TECHNOLOGIES MAY BE USED BY THIS PRACTICE, AND HOW YOU MAY ACCESS AND EXERCISE RIGHTS REGARDING YOUR INFORMATION.

PLEASE REVIEW IT CAREFULLY.

1. OUR COMMITMENT TO PRIVACY AND CONFIDENTIALITY

911 Mental Health Services, LLC recognizes that privacy and confidentiality are fundamental components of mental health care.

Information concerning a person's mental health, treatment, diagnosis, symptoms, communications with a clinician, appointments, assessments, and participation in services is sensitive and confidential.

911 Mental Health Services, LLC is committed to protecting Protected Health Information ("PHI") and other confidential information in accordance with applicable federal and Florida law.

Except as permitted or required by law, 911 Mental Health Services, LLC will not disclose a patient's confidential information without appropriate authorization.

The fact that an individual receives, received, or may have received services from 911 Mental Health Services, LLC is itself confidential information. Except when legally permitted or required, the practice will not confirm or deny to an unauthorized third party that an individual is a patient.

2. PROTECTED HEALTH INFORMATION

Protected Health Information may include, but is not limited to:

Name, address, telephone number, email address, date of birth, and identifying information;

Appointment and scheduling information;

Mental health and behavioral health history;

Psychiatric and psychological information;

Diagnoses;

Symptoms;

Treatment plans;

Clinical records;

Assessment information and assessment results;

Medication information communicated to the practice;

Insurance information;

Billing and payment information;

Consent and authorization forms;

Communications between the patient and the practice;

Information received from other health care professionals when legally permitted;

Electronic communications related to care; and

Other identifiable information related to a person's physical or mental health, health care, or payment for health care.

3. HOW WE MAY USE AND DISCLOSE YOUR INFORMATION

911 Mental Health Services, LLC may use or disclose Protected Health Information when permitted or required by applicable law.

This may include:

Treatment. Information may be used or shared as legally permitted to provide, coordinate, or manage health care and mental health treatment.

Payment. Information may be used or disclosed for billing, insurance claims, eligibility verification, prior authorization, utilization review, collections, and other payment-related activities.

Health Care Operations. Information may be used as legally permitted for administrative operations, quality improvement, compliance, credentialing, auditing, practice management, training, and other activities necessary to operate the practice.

When another applicable law provides greater confidentiality protection than HIPAA, 911 Mental Health Services, LLC will follow the more protective legal requirement when applicable.

4. MENTAL HEALTH INFORMATION

Mental health information is particularly sensitive.

Because 911 Mental Health Services, LLC provides behavioral and mental health services, certain information may be subject to additional federal or Florida confidentiality protections.

Mental health records will not be disclosed merely because another person requests them or claims to have a personal, family, financial, professional, or legal interest in the patient.

When authorization or other legal authority is required, the practice will require appropriate documentation before protected information is disclosed.

5. PSYCHOTHERAPY NOTES

Psychotherapy notes receive special protection under federal law.

When information qualifies as psychotherapy notes under HIPAA, written authorization will generally be required before those notes are used or disclosed, except in circumstances specifically permitted or required by law.

Psychotherapy notes are distinct from the general clinical record and may be subject to additional confidentiality restrictions.

6. USES AND DISCLOSURES PERMITTED OR REQUIRED BY LAW

In certain circumstances, information may be used or disclosed without written authorization when specifically permitted or required by applicable law.

Such circumstances may include, when applicable:

Public health activities;

Health oversight activities;

Reporting abuse, neglect, exploitation, or domestic violence when authorized or required by law;

Certain judicial or administrative proceedings;

Valid legal processes;

Certain law-enforcement activities;

Workers' compensation matters;

Coroners or medical examiners;

Certain research activities authorized by law;

Military, national security, or protective-service functions;

Correctional or custodial situations when legally applicable;

Prevention or reduction of a serious and imminent threat to health or safety;

Required government reporting; and

Other situations specifically authorized or required by federal or Florida law.

911 Mental Health Services, LLC will disclose only information that it is legally permitted or required to disclose.

7. MINIMUM NECESSARY INFORMATION

When the HIPAA minimum-necessary standard applies, 911 Mental Health Services, LLC will make reasonable efforts to limit the information used, disclosed, or requested to the minimum amount reasonably necessary to accomplish the intended purpose.

This standard does not apply in circumstances in which HIPAA expressly provides otherwise, including certain disclosures for treatment and certain disclosures specifically authorized by the patient.

8. COMMUNICATION WITH FAMILY MEMBERS, PARTNERS, FRIENDS, AND OTHER THIRD PARTIES

Marriage, family relationship, romantic partnership, friendship, financial support, emergency-contact status, or personal familiarity with a patient does not automatically authorize access to confidential information.

911 Mental Health Services, LLC will not disclose confidential information to a spouse, partner, parent of an adult patient, adult child, sibling, friend, employer, coworker, neighbor, or other third party simply because that person requests information.

Being listed as an emergency contact does not by itself provide unrestricted access to a patient's clinical information.

When authorization is legally required, appropriate written authorization or other legally sufficient authority must be established before information is disclosed.

The practice may verify the identity and authority of any individual requesting information before discussing a patient or acknowledging a therapeutic relationship.

9. IDENTITY AND AUTHORITY VERIFICATION

911 Mental Health Services, LLC may require reasonable verification of identity and legal authority before:

Releasing records;

Discussing protected information;

Confirming patient status;

Processing authorization requests;

Changing communication preferences;

Responding to representatives;

Responding to attorneys or legal offices; or

Providing access to protected information.

If adequate verification or authority cannot be established, the practice may decline to provide information until appropriate documentation is obtained.

10. ELECTRONIC COMMUNICATIONS

911 Mental Health Services, LLC may use electronic communications for clinical, treatment-related, and administrative purposes when permitted by law and consistent with practice policies.

Electronic communications may include:

Telephone calls;

Voicemail;

Email;

Regular SMS or text messaging;

Electronic appointment reminders;

Electronic scheduling communications;

Secure electronic systems;

WhatsApp Business;

RingCentral telephone and messaging services; and

Other authorized electronic communication technologies.

SMS Privacy:

911 Mental Health Services LLC may collect your name, mobile telephone number, and SMS consent when you submit a website form, contact us directly, or otherwise provide your information.

We use this information to send appointment confirmations, scheduling updates, service-related notifications, and responses to your inquiries.

Mobile information, including SMS consent and opt-in data, will not be sold, rented, or shared with third parties or affiliates for marketing or promotional purposes. SMS consent is used only to provide the messaging services described above.

For more information about how we collect, use, and protect personal information, please review our complete Privacy Policy.

SMS Terms & Conditions:

By opting in to receive SMS messages from 911 Mental Health Services LLC, you agree to receive conversational and informational messages concerning appointment scheduling, appointment confirmations, service-related updates, and responses to your inquiries.

Message frequency varies.

Message and data rates may apply.

Reply STOP to unsubscribe at any time.

Reply HELP for assistance or contact us at [phone number/email address].

Consent to receive SMS messages is not a condition of purchasing or receiving services.

SMS is not monitored continuously and must not be used for emergencies or urgent mental-health concerns. If you are experiencing an emergency, call 911 or contact the appropriate emergency service.

Please avoid sending confidential medical or sensitive personal information through SMS.

Please review our website and for the applicable Terms & Conditions at [https://911mentalhealth.us/our-policies] 

These methods may be used for appointment scheduling, confirmations, reminders, cancellations, administrative questions, billing communications, requested follow-up communication, practice notifications, and other appropriate communications.

11. EMAIL, SMS, WHATSAPP, VOICEMAIL, AND TELEPHONE PRIVACY

911 Mental Health Services, LLC uses reasonable measures to protect the privacy of electronic communications. However, no electronic communication method can be guaranteed to be completely private or free from risk.

Email and ordinary SMS messages may:

Travel through third-party networks;

Appear on a patient's device notifications;

Be visible on locked or unlocked devices depending on device settings;

Be accessible to another individual who has access to the patient's telephone, computer, email account, or cloud account;

Be stored by telephone carriers, email providers, technology companies, or devices;

Be forwarded, copied, photographed, or captured by screenshot;

Be inadvertently sent to an incorrect telephone number or email address; or

Remain accessible after delivery.

WhatsApp Business may provide encryption and other security protections depending on the communication method and technical configuration. Encryption does not eliminate privacy risks when another individual has physical or account access to the patient's device.

Patients should notify the practice promptly when their telephone number, email address, device access, or communication preferences change.

12. PATIENT COMMUNICATION PREFERENCES

Patients may request reasonable alternative means or locations for confidential communications.

A patient may request that the practice:

Use a specific telephone number;

Use a particular email address;

Avoid leaving detailed voicemail messages;

Avoid using certain communication methods;

Use telephone calls instead of text messaging;

Use text messaging instead of telephone calls;

Limit the information contained in appointment reminders; or

Use another reasonable communication method when available.

911 Mental Health Services, LLC will accommodate reasonable confidential communication requests when required by law and operationally feasible.

Patients should notify the practice when use of a particular communication method could create a privacy, interpersonal, or safety concern.

13. ELECTRONIC COMMUNICATIONS ARE NOT FOR EMERGENCIES

Email, SMS, WhatsApp, voicemail, portal messages, and similar electronic communications should not be used for medical or psychiatric emergencies or situations requiring immediate clinical intervention.

Electronic communication systems may not be monitored continuously, and an immediate response cannot be guaranteed.

If you are experiencing a medical or psychiatric emergency, call 911, go to the nearest emergency department, or contact an appropriate emergency or crisis service.

14. RINGCENTRAL AND VIRTUAL RECEPTIONIST SERVICES

911 Mental Health Services, LLC may use RingCentral and related communication technologies for telephone services, voicemail, messaging, call routing, and administrative reception functions.

The practice may use a RingCentral Virtual Receptionist that incorporates artificial-intelligence-assisted technology for administrative communication functions.

The Virtual Receptionist may assist with:

Answering incoming calls;

Recognizing or responding in an appropriate supported language;

Providing general information about the practice;

Routing calls;

Receiving appointment requests;

Assisting with appointment scheduling;

Receiving administrative inquiries;

Collecting information voluntarily provided by callers that is reasonably necessary to process their request; and

Forwarding messages or communications to appropriate practice personnel.

The RingCentral Virtual Receptionist is an administrative communication tool.

It is not a mental health professional.

It does not independently diagnose mental health conditions, provide psychotherapy, establish treatment plans, prescribe treatment, make independent clinical decisions, or replace the professional judgment of a licensed clinician.

Callers should avoid providing unnecessary sensitive clinical details to an automated receptionist and should provide only information reasonably necessary for the administrative purpose of the communication.

15. LIMITED USE OF ARTIFICIAL-INTELLIGENCE-ASSISTED TECHNOLOGY

911 Mental Health Services, LLC may use artificial-intelligence-assisted technology only for limited support functions described in this Notice.

A. Assessment Validation and Support

Technology may assist licensed or otherwise authorized professionals with functions related to assessment instruments, including:

Scoring support;

Validation assistance;

Consistency review;

Identification of scoring inconsistencies;

Organization of assessment results; or

Supplemental analytical support.

Such technology is supplemental and does not independently determine a patient's diagnosis, establish medical necessity, determine treatment, or substitute for professional clinical judgment.

The final interpretation of assessment information and all clinical conclusions remain the responsibility of the appropriately qualified health care professional.

B. RingCentral Virtual Receptionist

Artificial-intelligence-assisted functionality may also be used as part of the RingCentral Virtual Receptionist for the administrative functions described in Section 14.

An automated receptionist is not presented as a clinician and is not a substitute for mental health treatment or professional clinical judgment.

16. ELECTRONIC HEALTH RECORDS, TECHNOLOGY PROVIDERS, AND DATA STORAGE

911 Mental Health Services, LLC utilizes electronic health record (EHR), telecommunications, electronic communication, and other technology systems to support the secure and efficient operation of the practice.

Patient information maintained electronically may include demographic information, contact information, appointment information, clinical records, assessments, treatment-related information, billing and insurance information, electronic communications, consent forms, and other information necessary for the provision and administration of health care services.

The electronic health record system used by 911 Mental Health Services, LLC incorporates administrative, physical, and technical safeguards designed to protect electronic health information. Depending on the system and information involved, these safeguards may include encryption of information at rest and in transit, secure authentication, individual user credentials, access controls, two-factor authentication, audit capabilities, cybersecurity protections, secure backups, and other security measures.

Electronic protected health information maintained within the EHR infrastructure is stored in data centers located in the United States.

911 Mental Health Services, LLC may also utilize authorized technology, telecommunications, messaging, payment, scheduling, and other service providers when reasonably necessary for practice operations.

Access to protected health information through such services is limited according to applicable privacy and security requirements and the legitimate purpose for which the service is used.

The practice seeks to use reasonable administrative, physical, technical, and contractual safeguards appropriate to the nature and sensitivity of the information involved.

No electronic information system or method of electronic transmission can be guaranteed to be completely free from security or privacy risks. 911 Mental Health Services, LLC therefore maintains reasonable safeguards designed to reduce unauthorized access, use, disclosure, alteration, or loss of protected information.

17. SECURITY OF ELECTRONIC INFORMATION

911 Mental Health Services, LLC uses reasonable administrative, technical, and physical safeguards designed to protect the confidentiality, integrity, and availability of electronic protected health information.

Depending upon the system involved, safeguards may include:

Individual user credentials;

Password protection;

Authentication procedures;

Two-factor authentication;

Role-based or restricted access;

Encryption where appropriate;

Secure data transmission;

Secure data storage;

Audit and activity logging;

Data backups;

Cybersecurity controls;

Workforce access restrictions;

Security monitoring;

Privacy and security policies;

Risk-management procedures; and

Other reasonable protections.

Access to confidential information is limited according to legitimate professional or operational need and applicable law.

18. ATTORNEYS AND OTHER REPRESENTATIVES

The fact that an attorney, legal representative, family member, or other third party states that they represent or are acting on behalf of a patient does not, by itself, authorize 911 Mental Health Services, LLC to confirm that the individual is a patient or to disclose protected health information, mental health records, or other confidential information.

Before releasing information, 911 Mental Health Services, LLC may require a valid written authorization signed by the patient or other legally authorized person, or other legally sufficient authority as required by applicable federal and Florida law.

Subpoenas, court orders, discovery requests, and other legal demands will be reviewed individually. A subpoena does not necessarily authorize immediate disclosure of a patient's records.

911 Mental Health Services, LLC will disclose only information that it is legally permitted or required to disclose and will limit any disclosure to the information authorized or required by law.

When legally appropriate, the practice may verify the identity and authority of any person requesting information before acknowledging the existence of a therapeutic relationship or releasing protected information.

19. AUTHORIZATIONS FOR RELEASE OF INFORMATION

When written authorization is legally required, 911 Mental Health Services, LLC may require a valid authorization identifying:

The information to be disclosed;

The person or organization authorized to receive the information;

The purpose of the disclosure when required;

The patient or authorized individual's signature;

The applicable expiration date or event; and

Any other information required by law.

A patient may generally revoke an authorization in writing, subject to applicable law and actions already taken in reliance upon the authorization.

A telephone request, email, text message, statement from a family member, statement from an attorney, or representation by another individual does not automatically replace a legally required authorization.

20. YOUR RIGHTS REGARDING YOUR HEALTH INFORMATION

Subject to applicable federal and Florida law, patients may have the right to:

Inspect or obtain copies of health information.

You may request access to or copies of designated records as permitted by law.

Request an amendment.

If you believe certain information in your record is incorrect or incomplete, you may request an amendment. The practice may deny certain amendment requests when legally permitted.

Request confidential communications.

You may request that the practice communicate with you through a particular method or at a particular location.

Request restrictions.

You may request restrictions on certain uses or disclosures of information. The practice is not required to agree to every requested restriction unless applicable law requires otherwise.

Request an accounting of certain disclosures.

You may request information regarding certain disclosures of your Protected Health Information as provided by law.

Obtain a copy of this Notice.

You may obtain a paper or electronic copy of this Notice upon request.

Authorize another person to act for you.

When another individual has legally recognized authority to act on your behalf, the practice will evaluate and verify that authority in accordance with applicable law.

File a privacy complaint.

You may file a complaint if you believe your privacy rights have been violated.

911 Mental Health Services, LLC will not retaliate against a patient for exercising a protected privacy right or filing a good-faith privacy complaint.

21. RESTRICTIONS REGARDING HEALTH PLAN DISCLOSURES

When required under HIPAA, if a patient pays in full out of pocket for a specific health care item or service and requests that information regarding that item or service not be disclosed to a health plan for payment or health care operations, 911 Mental Health Services, LLC will comply with the restriction when legally required.

22. MARKETING, SALE OF PHI, AND OTHER USES REQUIRING AUTHORIZATION

911 Mental Health Services, LLC will obtain authorization before using or disclosing Protected Health Information for purposes for which authorization is required by law.

The practice will not sell Protected Health Information in a manner prohibited by applicable law.

Marketing communications involving Protected Health Information will be handled according to applicable authorization requirements and legal exceptions.

Uses and disclosures not otherwise permitted or described by law or this Notice will be made only with appropriate authorization when required.

23. BREACH AND SECURITY INCIDENT NOTIFICATION

911 Mental Health Services, LLC maintains privacy and security protections for Protected Health Information.

If a breach of unsecured Protected Health Information occurs and applicable law requires patient notification, affected individuals will be notified in accordance with applicable federal and state requirements.

The practice may also take appropriate steps to investigate, contain, mitigate, document, and respond to suspected privacy or security incidents.

24. OUR LEGAL RESPONSIBILITIES

911 Mental Health Services, LLC is required to:

Maintain the privacy and security of Protected Health Information;

Follow applicable federal and Florida confidentiality requirements;

Provide individuals with notice of applicable privacy practices and legal duties;

Follow the privacy practices described in the Notice currently in effect;

Provide notification following certain breaches when required by law; and

Respect applicable patient privacy rights.

25. CHANGES TO THIS NOTICE

911 Mental Health Services, LLC reserves the right to modify this Notice and its privacy practices as permitted by law.

A revised Notice may apply to information already maintained by the practice as well as information received after the change.

When material changes are made, an updated Notice will be made available as required by law.

The effective date listed at the beginning of this Notice identifies the current version.

26. WEBSITE, ONLINE FORMS, AND ONLINE SERVICES

911 Mental Health Services, LLC may operate websites, online scheduling systems, electronic contact forms, payment systems, or other internet-based services.

Information submitted through such systems may be processed by technology providers necessary to provide those services.

Patients should avoid submitting detailed or highly sensitive clinical information through a general website contact form unless the practice specifically identifies that method as appropriate for clinical communication.

If website analytics, cookies, or similar technologies are used, they will be managed according to applicable privacy and security requirements.

27. QUESTIONS, PRIVACY REQUESTS, AND COMPLAINTS

If you have questions regarding this Notice, wish to exercise a privacy right, request confidential communications, report a privacy concern, or file a complaint, contact:

Privacy Officer
911 Mental Health Services, LLC
Florida, United States

Telephone: 305-389-9509
Email: ruben@911mhealth.com

Patients may also file a complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, when they believe their HIPAA privacy rights have been violated.

911 Mental Health Services, LLC will not retaliate against any individual for filing a privacy complaint or exercising a legally protected privacy right.