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Effective Date: February 26, 2025

Privacy Policy

RAO Community Health
NOTICE OF PRIVACY PRACTICES

This notice describes how your health information may be used and disclosed and how you can get access to this information. Please review it carefully.

Responsibilities of RAO Community Health Personnel

RAO is required by state and federal law to protect the privacy of your health information that may identify you. This health information includes but is not limited to, Personally Identifiable Information (PII), medical, mental health, developmental disability and/or substance abuse services that are provided to you, payment for those care services, or other services provided on your behalf.

This agency is required by law to inform you of our legal duties and privacy practices with respect to your health information through this Notice of Privacy Practices. This Notice describes the ways we may share your past, present and future health information, ensuring that we use and/or disclose this information only as we have described in this Notice. We do, however, reserve the right to change our privacy practices and the terms of this Notice, and to make the new Notice provisions effective for all health information we maintain. Copies of any revised Notices will be available to you.

If at any time, you have questions or concerns about the information in this Notice or about our agency’s privacy policies, procedures and practices, you may contact our Administrator at 704-237-8794.

Use and Disclosure of Health Information without Your Authorization

Treatment

RAO may use your health information, as needed, in order to provide, coordinate or manage your health care and related services. This includes sharing your health information with other providers within this agency.

We may disclose your health information outside of this agency for treatment and/ or research purposes (This may include PII, but we will ensure that only necessary information will be disclosed) with your consent or when otherwise allowed under state or federal law. We may share your health information with a health care provider for emergency services.

The following is based upon State law (GS 90-109.1) and applies to substance abuse providers:

“If you request treatment and rehabilitation for drug dependence, your request will be treated as confidential. We will not refer you to another person for treatment and rehabilitation without your consent.”

Payment for Services

The treatment provided to you will be shared with our agency’s billing department so a bill can be prepared for services rendered if it is a billable service. We may also share your health information with agency staff who review services provided to you to make certain you have received appropriate care and treatment. We will not disclose your health information outside of this agency for billing purposes (i.e., bill your insurance company) without your consent except in certain situations when we need to determine if you are eligible for benefits such as Medicaid, Medicare or Social Security.

Other Circumstances

RAO may disclose your health information for those circumstances that have been determined to be so important that your authorization may not be required. Prior to disclosing your health information, we will evaluate each request to ensure that only necessary information will be disclosed. Those circumstances include disclosures that are:

  • Required by law;

  • For public health activities. For example, we may disclose health information to public health authorities if you have a communicable disease and we have reason to believe, based upon information provided to us, that there is a public health risk such as evidence of your noncompliance with your treatment plan. If you suffer from a communicable disease such as tuberculosis or HIV/AIDS, information about your disease will be treated as confidential. Other than circumstances described to you in other sections of this Notice, we will not release any information about your communicable disease except as required to protect public health or the spread of a disease, or at the request of the State or Local Health Director;

  • Regarding abuse, neglect or domestic violence; for law enforcement purposes unless otherwise prohibited by state or federal law.

  • For court proceedings such as court orders to appear in court;

  • Related to death such as disclosure to a funeral director;

  • Related to donation of organs or tissue;

  • To avert a serious threat to the health or safety of a person or the public;

  • Related to specialized government activities such as national security;

  • To correctional institutions or other law enforcement officials when you are in their custody;

  • Client is receiving services due to third party funding that may require disclosure of health information.

Disclosure of Your Health Information That Requires Your Authorization

RAO will not disclose your health information without your authorization except as allowed or required by state or federal law. For all other disclosures, we will ask you to sign a written authorization that allows us to share or request your health information. Before you sign an authorization, you will be fully informed of the exact information you are authorizing to be disclosed / requested and to/from whom the information will be disclosed/requested.

You may request that your authorization be cancelled by informing our agency Personnel that you do not want any additional health information about you exchanged with a particular person/agency.

Your Rights Regarding Your Health Information

You have the following rights regarding your health information as created and maintained by this agency.

Right to receive a copy of this Notice

You have the right to receive a copy of RAO’s Notice of Privacy Practices. At your first treatment encounter with this agency, you will be given a copy of this Notice and asked to sign an acknowledgement that you have received it. In the event of emergency services, you will be provided the Notice as soon as possible after emergency services have been provided.

In addition, copies of this Notice have been posted in several public areas throughout this agency. You have the right to request a paper copy of this Notice at any time from our agency.

Right to request different ways to communicate with you

You have the right to request to be contacted at a different location or by a different method. For example, you may request all written information from this agency be sent to your work address rather than your home address.

Communication

You have the right to choose in which form(s) RAO may communicate your health information with you. If no explicit form is requested RAO may communicate with you about your health information through all available channels including but not limited to calls, texts, emails and/or written communication.

RAO Community Health Texting & SMS Privacy Policy

At RAO we prioritize the privacy of our clients and community members. We are committed to safeguarding the information collected through our Texting and SMS services. This policy outlines the information we collect, how we use it, and your rights and choices regarding this information, ensuring compliance with communication laws and best practices.

How to Opt-In

When registering for RAO services, you will have the opportunity to opt out of text messaging.

Information Collection

When you use our Texting and SMS services, we may collect the following:

  • Your name and mobile phone number.

  • Any additional information you voluntarily share.

  • Technical information, such as your device type and phone carrier, to improve service performance.

    How We Use Your Information

    The information collected through our Texting and SMS services is used to:

  • Send timely communications, including updates about billing, management services, and company-related announcements.

  • Respond to inquiries and provide client support.

  • Occasionally send promotional messages about “Brand” initiatives unless you opt-out.

    Sharing of Information

    We may share your information with trusted third-party service providers who assist in operating our Texting and SMS services. These providers are contractually obligated to:

  • Maintain the confidentiality and security of your information.

  • Use your information solely for the purpose of supporting our services.

    Your information may also be disclosed if required by law or to comply with national security or law enforcement requests.

    Data Retention

    We retain your information for as long as necessary to provide our Texting and SMS services and fulfill our legal obligations.

    Your Rights and Choices

    You have the right to:

  • Access, update, or delete the information collected through our Texting and SMS services.

  • Opt out of receiving messages by replying “STOP” to any SMS message. After opting out, no further messages will be sent.

  • If you need assistance, reply “HELP” to any SMS message or the RAO main office at 704-237-8793.

    SMS Consent, Opt-Out, and Compliance

    By using RAO’s Texting and SMS services, you agree to:

  • Receive text messages in compliance with applicable communication laws.

  • Be aware that standard message and data rates may apply.

  • To unsubscribe, reply “STOP” at any time. For assistance, reply “HELP” or contact us at the information provided above.

Any unauthorized recording or sharing of text messages without consent may be subject to penalties under applicable laws.

Consent can be withdrawn at any time by texting STOP to our messaging service.

If you have any questions about our privacy practices or need assistance, please contact us directly.

Message Frequency

Message frequency may vary based on your preferences or activity.

Updates to This Policy

This policy may be updated periodically to reflect changes in our practices or legal requirements. The latest version will always be available on our website.

Right to request to see and copy your health information

Whether you are a minor, incompetent adult or competent adult, you have the right to request to see and receive a copy of your health information in medical, billing and other records that are used to make decisions about you. Your request must be in writing and forwarded to our agency CFO. You can expect a response to your request within 30 days. If your request is approved, you may be charged a fee to cover the cost of the copy.

Right to request amendment of your health information

You have the right to request changes in your health information in medical, billing and other records used to make decisions about you. If you believe that we have information that is either inaccurate or incomplete, you may submit a request in writing to our agency Deputy Director/ CFO and explain your reasons for the amendment. We must respond to your request within 30 days of receiving your request. If we accept your request to change your health information, we will add your amendment but will not destroy the original record. In addition, we will make reasonable efforts to inform others of the changes, including persons you name who have received your health information and who need the changes.

We may deny your request if:

  • The information was not created by this agency (unless you prove the creator of the information is no longer available to change the information);

  • The information is not part of the records used to make decisions about you;

Violations/Complaints

If you believe we have violated your privacy rights, or if you want to file a complaint regarding our privacy practices, you may contact our agency Deputy Director/ CFO. Contact information is as follows:

RAO Community Health 321 West 11th Street Charlotte, NC 28202

Main: 704-237-8793

Fax: 704-237-8797

The North Carolina Department of Health and Human Services operates an information and referral service located in the Office of Citizen Services, known as CARE-LINE, which has been designated to receive and document complaints and concerns regarding your privacy. Contact information is as follows:

CARE-LINE

2012 Mail Service Center Raleigh, NC 27699-2012

Voice Phone (English and Spanish): 1-800-662-7030 (Toll Free)

You may also send a written complaint to the United States Secretary of the Department of Health and Human Services. Contact information is as follows:

Office for Civil Rights

U.S. Department of Health and Human Services Atlanta Federal Center, Suite 3B70

61 Forsyth Street, S.W. Atlanta, GA 30303-8909

Voice Phone: (404) 562-7886

If you file a complaint, we will not take any action against you or change the quality of health care services we provide to you in any way.