Notice of Privacy Practices

PeakWell ("PeakWell," "we," "our," or "us") is committed to protecting the privacy and security of your health information. This Notice of Privacy Practices ("Notice") describes how we may use and disclose your Protected Health Information ("PHI"), the rights you have regarding your health information, and our legal responsibilities. It applies to healthcare services delivered by PeakWell and by the licensed providers who treat you through health.livepeakwell.com, to the extent those services and providers are subject to applicable healthcare privacy law.

Your Rights

Get a copy of your medical record

You may request an electronic or paper copy of your medical record and other health information we maintain about you. We'll generally provide it within the timeframe required by law, and may charge a reasonable, cost-based fee where permitted.

Ask us to correct your medical record

If you believe information we maintain about you is incorrect or incomplete, you may ask us to correct it. We may deny the request in certain circumstances permitted by law, and will explain our reasoning in writing.

Request confidential communications

You may ask us to contact you in a specific way — for example, only at a particular phone number or email address. We will accommodate reasonable requests as required by law.

Ask us to limit what we use or share

You may ask us not to use or disclose certain health information for treatment, payment, or healthcare operations. We're generally not required to agree, except that if you pay in full out-of-pocket for a service, you may ask us not to share information about it with your insurer — and we will honor that request unless disclosure is otherwise required by law.

Get a list of certain disclosures

You may request an accounting of certain disclosures made during the six years before your request. This generally excludes disclosures for treatment, payment, or healthcare operations. We provide one such accounting per 12-month period at no charge.

Get a copy of this Notice

You may request a paper copy of this Notice at any time, even if you've agreed to receive it electronically.

Choose someone to act for you

If someone has medical power of attorney or is your legal guardian, they may exercise your privacy rights on your behalf. We may verify their authority before acting.

File a complaint

If you believe your privacy rights have been violated, you may file a complaint with PeakWell using the contact information below, or with the U.S. Department of Health and Human Services Office for Civil Rights. We will not retaliate against you for filing a complaint.

Your Choices

You may tell us your preferences about sharing information with family or others involved in your care, disaster-relief disclosures, and marketing contact. If you're unable to communicate a preference — for example, during a medical emergency — we may disclose information we reasonably believe is in your best interest and permitted by law.

We obtain your written authorization before using PHI for marketing where required by law. PeakWell does not sell PHI.

How We May Use and Disclose Your Health Information

HIPAA and other applicable law allow us to use and disclose health information for certain purposes without a separate authorization for every disclosure, including:

Treatment

We use and disclose health information to provide and coordinate your care — for example, a PeakWell provider may review your history, medications, or lab results, and may share relevant information with a pharmacy or lab involved in your treatment.

Payment

We may disclose information to a payment processor or other responsible party as necessary to process payment for services.

Healthcare Operations

Quality assessment, staff training, provider review, compliance, credentialing, business planning, and similar internal activities.

Business Associates

We share information with vendors who perform services on our behalf and require PHI access — such as our electronic health record platform, telehealth technology, and billing services. These organizations are contractually required to safeguard PHI.

Appointment Reminders and Care-Related Outreach

We may contact you about appointments, follow-up care, or treatment alternatives relevant to your care.

Public Health, Legal, and Safety Disclosures

We may disclose information as authorized or required by law for public health reporting, legal proceedings, health oversight activities, law enforcement requests, workers' compensation programs, coroners and medical examiners, and certain research activities — each subject to the requirements of applicable law.

Sensitive Health Information

Certain categories of information — including mental health treatment, substance use disorder treatment, genetic information, reproductive healthcare, and communicable disease status — may carry additional protection under federal or state law. Where a law is more protective than HIPAA, we follow the more protective standard, and obtain authorization or consent before use or disclosure when required.

Electronic Communications and Telehealth

Care is coordinated through our secure portal at health.livepeakwell.com, and information exchanged there, or with labs, pharmacies, and other systems supporting your care, is handled consistent with applicable privacy and security requirements. Standard email and SMS text messaging are not always fully secure — please avoid sending highly sensitive medical information this way unless instructed to.

Our Responsibilities

To the extent required by law, we are required to maintain the privacy and security of your PHI, follow the practices described in the Notice currently in effect, notify affected individuals of a breach of unsecured PHI when required, and provide a copy of this Notice on request. Any written authorization you give us can generally be revoked in writing at any time, subject to legal limitations.

Protecting Your Information

We use reasonable administrative, physical, and technical safeguards designed to protect health information, including access controls based on job responsibilities, secure systems, staff privacy and security training, vendor agreements governing PHI handling, and procedures for responding to suspected privacy or security incidents.

Substance Use Disorder Records

If PeakWell creates, receives, or maintains substance use disorder treatment records subject to additional confidentiality protections under 42 CFR Part 2, we handle those records consistent with applicable federal law, including obtaining any required patient consent.

Website and Advertising Technology

We take reasonable measures designed to avoid disclosing PHI collected through intake forms, the health.livepeakwell.com portal, or similar systems for advertising purposes. See our Privacy Policy for more on how our public website uses cookies and analytics.

Changes to This Notice

We may revise this Notice as permitted by law. When materially revised, the current version will be posted at livepeakwell.com.

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Questions or Complaints

You may also file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights. PeakWell will not retaliate against you for filing a complaint.