Last Modified: October 2019
Not Intended for Minors
Personal Information We Collect
The Personal Information we collect or maintain includes information you submit through the liv Health Solution, such as your name, age, email address, phone number, and residence address (“Personal Information”).
Personal Information includes:
- Information you provide when you register, including your name, email address, phone number, physical address, demographic information, profile photo, account authentication credentials.
- Information you provide relating to your health and health history through health or condition-specific questionnaires.
- Other information you submit through the liv Health Solution as well as information generated through your use of the liv Health Solution, such as your diagnosis, and care plan.
- Third-party website, network, platform, server, or application information (e.g., Facebook, Google).
- Usage activity concerning your interactions with the liv Health Solution or other third-party websites, networks, platforms, servers, or applications accessed through the liv Health Solution (e.g., number of clicks on a page, identity of third-party websites, networks, platforms, servers and applications being accessed through the liv Health Solution.
- Usage activity concerning products and services provided to or accessed by you on or through the liv Health Solution (e.g., viewing preferences or viewing history).
- Statements or content (e.g., comments, videos, photographs or images), and information about such statements or content, which you submit or publish on or through the liv Health Solution.
Online Tracking and Information We Collect Automatically
As you use the liv Health Solution, we may use technologies that automatically collect and analyze information, such as your device’s IP address, the type of device you are using, browser type and version, time and date of visit, time spent on those pages and additional usage statistics. We may also collect device and advertising identifiers, pages that you visit before and after using the liv Health Solution, the date and time of your visit, information about the links you click and pages you view within the liv Health Solution, and other standard server log information.
We may also use other analytic tools and services, which are offered by third parties, to track, measure and/or generate information about a website’s or program’s traffic, sales, audience and similar information, and which may be used for various reasons, such as, for example, statistical research, marketing research, and content ratings research, and conversion tracking.
To opt out of interest-based advertising across browsers and devices from companies that participate in the Digital Advertising Alliance or Network Advertising Initiative opt-out programs, please visit their respective websites. You may also be able to opt out of interest-based advertising through the settings within your browser settings, but your opt-out choice may apply only to the browser you are using when you opt out, so you should opt out on each of your browsers and devices if you want to disable all cross-device linking for interest-based advertising. Please consult your browser’s settings for further technical information. If you do not accept cookies, you may not be able to use all portions or functionality of the liv Health Solution.
Use of Flash Cookies We may, or our third parties may, use Flash Cookies, to store website preferences for volume control. Cookie management tools provided by your browser may not remove Flash Cookies.
How We Protect Personal Information
Liv Health has implemented reasonable and appropriate physical, technical and administrative measures to protect information under our control. However, no method of transmission or electronic storage is fully secure, and we cannot guarantee absolute security.
Use of Personal Information
Subject to applicable legal restrictions, we may use your Personal Information to:
- Provide you with the liv Health Solution;
- Send you follow-up communications (including marketing-related communications) related to the liv Health Solution;
- Improve the quality of the liv Health Solution;
- Create De-Identified Information (information that cannot be used to identify you);
- Fulfill any purpose for which you give us authorization;
- Improve the products, services, marketing or promotional efforts of liv Health; and
- Create new products, services, marketing and/or promotions for liv Health.
This includes sending you emails, mail, SMS messages to communicate about the liv Health Solution you receive and give you updates, such as alerts about messages in your account, status of care plans or prescriptions or to request your feedback on your experience. You can opt out of receiving email marketing by unsubscribing using the unsubscribe link provided in all of our email communications. You can unsubscribe from text messages by following instructions for unsubscribing.
Disclosure of Personal Information
Subject to applicable legal restrictions, we may share Personal Information that you provide or that we collect:
- With subsidiaries, affiliates and business associates;
- With various contractors, service providers and other third parties we use to support our business who are contractually obligated to keep Personal Information confidential and use it only for the purposes for which we disclose it to them (such third parties include, but are not limited to, websites hosting providers, data hosting providers, customer support providers, communications vendors and various other IT service providers);
- As required by law, including in response to a court order;
- When we reasonably believe that such disclosure is necessary to protect your safety or the safety of others, to protect our rights, to investigate fraud or to respond to a government request;
- With a buyer or other successor in the event of a merger, divestiture, restructuring, reorganization, dissolution or other sale or transfer of some or all of liv Health’s assets, whether as a going concern or as part of a bankruptcy, liquidation or similar proceeding, in which Personal Information maintained by the liv Health Solution is among the assets transferred; and
- For any other purpose that we disclose to you when you provide the information.
Requesting Access and Changes to Your Personal Information
You can contact us by submitting an inquiry via email to [email protected] to request access to, correct, modify or delete Personal Information that you have provided to us. Note that we may be required, by law or otherwise, to keep certain information, in which case we will comply with your deletion request only after we have fulfilled such legal requirements. When we delete Personal Information, it may remain in our archived data.
Patients may file a complaint by visiting the state medical board in the state in which they received care.
Patients in Kentucky
If you wish to file a grievance with the Kentucky Board of Medical Licensure, please download a “Grievance Form” here. If you are unable to download a Grievance Form, please contact the Board’s office. This form must be signed, providing the dates, location and the full names and address of all physicians involved, as well as contact information for the grievant (the person filing the grievance). It is also helpful to include the particular section of the Kentucky Statute that you feel the physician has violated, along with a description of the conduct. When submitting your completed original Grievance Form, please include any supporting documentation with it. The Board’s address is 310 Whittington Parkway, Suite 1B, Louisville, KY 40222, and the telephone number is (502) 429‐7150.
Notice of Privacy Practices
Last Modified: October 2019
This Notice of Privacy Practices (Notice) is being provided to you on behalf of liv Health and its affiliated Telemedicine Service Providers (collectively referred to herein as “we” or “our”) and describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.
We are required by law to maintain the privacy of your Protected Health Information, including PHI in electronic format. We are also required to notify you of our legal duties and privacy practices regarding your PHI and abide by the practices of this Notice, unless more stringent laws or regulations apply. This Notice applies to the liv Health Solution and providers that provide healthcare to you.
We keep a record of the healthcare services provided to you. You may ask us to see and copy that record. You may also ask us to correct that record. We will not disclose your record to others unless you direct us to do so or unless the law authorizes or compels us to do so. You may see your record or get more information about it by contacting us at [email protected] Your records may be destroyed after the applicable retention period per applicable state and federal law.
Effective Date and Changes to this Notice
This current Notice takes effect as of the Last Modified Date listed above and will remain in effect until it is replaced. We may change this notice at any time. If the Notice changes, the new terms will apply to all of the information that we maintain, including information created or received before the change was made. Updated versions of this notice will be posted on the liv Health website with the updated effective date and significant updates will be presented to you the next time you use the liv Health Solution.
Inspection and Copies
You can ask to see or get an electronic or paper copy of your medical record and other health information that we have about you by submitting a Patient Authorization to Release Medical Record form. You can request this by contacting us at [email protected] We will provide a copy or a summary of your health information. A reasonable, cost-based fee may be charged to do this. We will notify you of the cost involved and you will have the chance to change or withdraw your request at that time before any charges.
If you think health information we have about you is incorrect or incomplete, you may ask liv Health to correct the information. To request an amendment, contact us at [email protected] and we will provide instructions to you about how to make an amendment request. If liv Health corrects the information as you requested, we will inform you. If we deny your request, we provide a written explanation to you. You have the right to add a statement to your record if this happens.
You can ask liv Health to contact you in a specific way (for example, send email to a different address). We will accommodate all reasonable requests.
You can ask liv Health not to use or share certain health information for treatment, payment or our operations. Liv Health is not required to agree to your request, and may not be able to accommodate if it would affect your care or if we are required to share your information pursuant to applicable law.
Accounting of Disclosures
You can ask for a list “accounting” of the times liv Health has shared your health information, who it has been shared with, and for what purpose. Liv Health will include all the disclosures except for those about treatment, payment and health care operations, and certain other disclosures (such as any you asked us to make). Liv Health will provide one accounting per 12-month period for free but will charge a reasonable, cost-based fee for additional requests within a rolling 12-month period.
You can ask for a paper copy of this notice at any time, even if you have agreed to receive it electronically. You may also find a copy of this Notice on our website. To obtain a paper copy, contact liv Health by emailing [email protected]
You have the right to be notified in the event that liv Health (or a liv Health business associate) discovers a reportable breach of unsecured PHI.
You can complain if you feel liv Health has violated your rights under this Notice by contacting us at [email protected] You also can file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by sending a letter to:
200 Independence Avenue, S.W.
Washington, D.C. 20201
liv Health will not retaliate against you for filing a complaint.
Uses and Disclosure of Health Information
Liv Health will use and disclose health information in the following ways:
Liv Health and its affiliated Telemedicine Service Providers may use self-reported health information about you to provide you with medical treatment or services. To the extent permitted by HIPAA, liv Health may disclose health information about you to doctors, nurses, technicians, staff or other personnel who are involved in taking care of you and your health. In addition, liv Health may share information about you and disclose information to third parties in order to coordinate care and further your treatment, for example, sending prescriptions to your pharmacy.
In accordance with HIPAA, liv Health may use and disclose health information about you in order to run liv Health and make sure that you receive quality care. This may include liv Health sending you surveys or questionnaires to request your feedback about our software and services. You can opt out of these types of communications at any time.
Liv Health may use and disclose your health information for human subject research purposes, subject to the confidentiality provisions of state and federal law. If your identifiable information will be used as a part of one of these research projects you will be asked to authorize specific uses in a HIPAA authorization and study consent form.
Product Development and User Experience Research
Liv Health will use your health information to develop new software products and services. We may contact you for feedback about the software, your experience with liv Health or our services as part of our product development. You can always opt out of these communications. You may be asked to authorize specific uses in a HIPAA authorization form.
Liv Health may use your information, such as demographic and contact information, and information about your healthcare to identify programs, initiatives and information that are likely to interest you and contact you about those programs, initiatives or information. You may be asked to authorize specific uses in a HIPAA authorization.
Liv Health will not receive any payment for sharing your information. Liv Health will not provide your information to unrelated parties for their own marketing and will not use this information for telephone solicitations. Liv Health does not and will not sell patient lists to third parties for their own marketing activities.
Liv Health is permitted to use and disclose your health information upon your written authorization, to the extent such use or disclosure is consistent with your authorization. You may revoke an authorization at any time.
As Required by Law
Liv Health may use and disclose your health information to the extent required by law.
The following categories describe unique circumstances in which liv Health may use and disclose your health information:
Help with public health and safety issues
Liv Health may use and disclose health information about you for certain situations such as: preventing disease; helping with product recalls; reporting adverse reactions to medications; reporting suspected abuse, neglect, or domestic violence; preventing or reducing a serious threat to anyone’s health or safety.
Respond to organ and tissue donation
Liv Health may release health information to organizations that handle organ procurement.
Military, veterans, national security and intelligence
If you are or were a member of the armed forces, or part of the national security or intelligence communities, liv Health may be required by military command or other government authorities to release health information about you. Liv Health may also release information about foreign military personnel to the appropriate foreign military authority.
Address workers’ compensation, law enforcement and other government requests
Liv Health may use or share information about you in the following circumstances: for worker’s compensation claims; for law enforcement purposes or with a law enforcement official; with health oversight agencies for activities authorized by law; and for special government functions such as military, national security, and presidential protective services.
Work with coroners, medical examiners and funeral directors
Liv Health may release health information to a coroner or medical examiner. This may be necessary, for example, to identify a deceased person or determine the cause of death.
Respond to lawsuits and legal actions
Liv Health may share your health information in response to a court or administrative order, or subpoena.
Information not personally identifiable
Liv Health may use or disclose health information about you in a way that does not personally identify you.
Please find our third party policies disclosed below: