Privacy Policy & Notice of Privacy Practices

This Privacy Policy and Notice of Privacy Practices explains how Urgent Care Concierge may collect, use, protect, and disclose information through our website, telehealth services, electronic health record system, patient portal, scheduling tools, and related services.

Urgent Care Concierge is a telehealth service of The Care Concierge, PLLC. The Care Concierge, PLLC d/b/a Urgent Care Concierge provides cash-pay telehealth visits for adults physically located in Arizona at the time of the visit.

This notice applies to information collected through our website and to protected health information created or received as part of your care.

Important Emergency Notice

Urgent Care Concierge is not an emergency service. Do not use this website, email, scheduling system, patient portal, or telehealth service for medical emergencies.

Website Information We May Collect

When you visit our website, we may collect limited, non-identifying technical information necessary for website security, performance, and basic aggregate analytics.

We may track aggregate website and funnel statistics, such as:

• Homepage visits
• Start Virtual Visit clicks
• Quick Visit Check started
• Quick Visit Check completed
• CharmHealth scheduling calendar displayed
• General aggregate answer counts

We do not use the Quick Visit Check to collect your name, date of birth, phone number, email address, address, medication list, pharmacy, medical history, free-text symptoms, or photos.

The Quick Visit Check is a brief website-based visit fit check. It is not a medical intake form, does not diagnose your condition, and does not establish a patient-provider relationship.

We do not intentionally use Meta Pixel, Google Ads remarketing tags, session replay, heatmaps, or similar third-party behavioral tracking tools on the Quick Visit Check page.

Information Collected Through CharmHealth or the Patient Portal

If you proceed to scheduling or become a patient, you may provide information through CharmHealth or another secure clinical system. This may include:

• Name
• Date of birth
• Contact information
• Patient demographics
• Medical history
• Medications
• Allergies
• Pharmacy information
• Symptoms and reason for visit
• Consent forms
• Payment information
• Telehealth visit documentation
• Prescriptions, lab orders, imaging orders, or after-visit instructions when clinically appropriate

Information collected as part of your medical care becomes part of your medical record.

Protected Health Information

Protected health information may include information about your past, present, or future physical or mental health, health care services, payment for health care, medical records, visit documentation, prescriptions, orders, messages, forms, and other information that identifies you or could reasonably be used to identify you.

Our Privacy Responsibilities

We are required to:

• Maintain the privacy and security of your protected health information
• Follow applicable federal and state privacy laws
• Give you notice of our privacy practices
• Follow the terms of this notice
• Notify you if a breach occurs that may have compromised the privacy or security of your protected health information
• Not use or share your protected health information except as allowed by law, described in this notice, or authorized by you in writing

How We May Use and Disclose Your Information

We may use or disclose your protected health information for treatment, payment, and health care operations.

Treatment

We may use and disclose your information to provide, coordinate, or manage your care. This may include reviewing your intake form, conducting a telehealth visit, documenting your visit, sending prescriptions when clinically appropriate, ordering labs or imaging when clinically appropriate, communicating with pharmacies, labs, imaging centers, consultants, or other health care providers, and providing after-visit instructions.

Payment

We may use and disclose information to process payment for services, issue receipts, manage refunds, document billing, and maintain payment records. Urgent Care Concierge is a cash-pay service and does not bill insurance for these virtual urgent care visits.

Health Care Operations

We may use and disclose information for practice operations, quality review, compliance, documentation, credentialing, legal review, accounting, administrative functions, technology support, security, and other activities necessary to operate the clinic.

Other Uses and Disclosures Allowed or Required by Law

We may use or disclose information when permitted or required by law, including but not limited to:

• Public health reporting
• Reporting abuse, neglect, or domestic violence when required or permitted by law
• Health oversight activities
• Legal proceedings, subpoenas, court orders, or administrative requests
• Law enforcement when required or permitted by law
• Preventing or reducing a serious threat to health or safety
• Workers’ compensation matters when applicable
• Coroners, medical examiners, or funeral directors when applicable
• Compliance with federal, state, or local law
• Responding to government audits or investigations
• Communicating with business associates who help us operate the practice under appropriate privacy agreements

Uses Requiring Written Authorization

We will obtain your written authorization before using or disclosing your protected health information for purposes not otherwise permitted by law, including most marketing uses, sale of protected health information, or disclosure of information for purposes not related to treatment, payment, health care operations, or other legally permitted purposes.

You may revoke a written authorization at any time in writing, except to the extent we have already relied on it.

Communication by Email, Text, Phone, or Portal

We may communicate with you through the patient portal, email, phone, text message, or other contact methods you provide.

Email and text messaging may not be as secure as the patient portal. You understand that communications sent outside the patient portal may carry privacy risks. Do not use email, text message, or portal messaging for emergencies.

We may use your contact information to send appointment reminders, scheduling messages, payment notices, portal instructions, follow-up instructions, and administrative communications.

Patient Portal

The patient portal is the preferred method for non-urgent clinical communication after you become a patient. Portal messages may become part of your medical record.

Your Rights

You have the right to request access to your medical records as allowed by law.

You may request:

• A copy of your medical record
• Correction or amendment of your medical record
• A list of certain disclosures of your protected health information
• Restrictions on certain uses or disclosures
• Confidential communication by a specific method or at a specific location
• A paper or electronic copy of this notice
• Revocation of a prior written authorization, when applicable

Requests must be submitted in writing to:

contact@TheUrgentCareConcierge.com

We may ask you to verify your identity before processing certain requests.

Some requests may be denied if permitted by law, and we will explain the reason if a denial applies.

Complaints

If you believe your privacy rights have been violated, you may contact us at:

contact@TheUrgentCareConcierge.com

You may also file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights.

We will not retaliate against you for filing a complaint.

Business Associates and Technology Vendors

We may use third-party vendors to support scheduling, electronic health records, payment processing, telehealth, communications, website hosting, security, or administrative functions. When required by law, these vendors must agree to protect your information through appropriate agreements.

Data Security

We use reasonable administrative, technical, and physical safeguards to protect information. However, no website, internet transmission, email system, or electronic platform can be guaranteed to be completely secure.

Records and Retention

Medical records and payment records are maintained according to applicable federal and Arizona law, professional standards, and practice policies.

Changes to This Notice

We may update this Privacy Policy and Notice of Privacy Practices from time to time. The updated version will apply to information we maintain and will be posted on our website with an updated effective date.

Patient Acknowledgment

By using our website, scheduling a visit, completing onboarding forms, or receiving care through Urgent Care Concierge, you acknowledge that you have had the opportunity to review this Privacy Policy and Notice of Privacy Practices.

Acknowledgment of receipt does not waive your privacy rights.

Patient/Responsible Party Name: _______________________________

Signature: _______________________________

Date: _______________________________