SMS Privacy Policy

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Who we are
Serenity Hospice And Home Health ("Serenity," "we," or "us") is a home health and hospice agency in Arizona. Serenity Hospice And Home Health is operated by Loyal Hospice and Palliative Care LLC. Our website is https://serenityhhh.com/.
Office (Bullhead / Fort Mohave): 5059 Lakewood Road, Fort Mohave, Arizona 86426
Kingman location: 2701 Andy Devine Avenue, Kingman, Arizona 86401
Phone: 928-788-0027
Email: info@serenityhhh.com
This SMS Privacy Policy explains how we collect, use, and share mobile phone numbers and related text-messaging information for our text program. It is in addition to our HIPAA Notice of Privacy Practices, which is available as a PDF on our website at https://serenityhhh.com/. This page is about text-message contact information. It does not replace that Notice.

Our text program
We send text messages to patients and to family contacts the patient (or the patient's representative) has approved, about visit scheduling, including:
• arrival windows
• night-before reminders
• "nurse on the way" alerts
• post-visit updates
We also text physicians a secure, single-use link to review and e-sign orders. Those messages do not include the patient's name or medical details.
Texts are sent through Huddle, Serenity's electronic health record, using Amazon Web Services under a business associate agreement (BAA).
Messages contain no medical details or other protected health information (PHI). We do not send marketing or promotional texts as part of this program.

Information we collect
For this program, we may collect and keep:
• Mobile phone numbers for the patient, for approved family contacts, and for physicians who choose to receive signing links by text
• Names and relationships of approved contacts
• Which kinds of texts each person has agreed to receive
• Records of written consent, opt-out requests (including "STOP" replies), and "HELP" requests
• Standard delivery and status information from our texting service (for example, whether a message was sent or delivered)

How we use this information
We use this information only to:
• send the texts described above
• honor opt-out and help requests
• keep a record of who consented and who opted out
• operate, secure, and troubleshoot the messaging program
• meet legal and regulatory requirements
We do not use mobile numbers or texting consent for marketing or promotional purposes.

Sharing
We do not sell mobile numbers, texting consent, or other mobile information.
We use service providers who help us send texts and run our electronic health record, including Huddle and Amazon Web Services. They may process mobile numbers and related messaging data only to provide those services to us, and under a business associate agreement where required.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. Text messaging originator opt-in data and consent will not be shared with any third parties.

Consent and your choices
Consent for patient and family texts is given in writing at admission on a separate SMS consent form. That form is not checked in advance. It lists each approved contact and which texts that person may receive. Consent is not a condition of starting or continuing care.
Physicians who choose to receive order-signing links by text give that consent separately.
Message frequency varies. Message and data rates may apply.
You can opt out at any time by replying STOP to a text from us. You can also opt out by calling 928-788-0027 or emailing info@serenityhhh.com. After a STOP request, we will not send further program texts to that number, except a one-time confirmation of the opt-out if needed. You may opt back in later in writing.
Reply HELP for help, or call or email us at the contacts above. Our contact page notes that we have staff on call and available for all patient needs 24/7.

How long we keep this information
We keep consent, opt-out, and related messaging records for as long as needed to run the program and to meet healthcare recordkeeping, legal, and regulatory requirements, then dispose of them according to our record-retention policies.

Security
We use reasonable administrative, technical, and physical safeguards to protect this information. Texts are sent through our electronic health record and Amazon Web Services under a business associate agreement. Ordinary SMS is not a fully encrypted channel, which is why our texts do not include medical details or other PHI.

Changes
We may update this policy. The current version will be posted at https://serenityhhh.com/sms-privacy with a new "Last updated" date.

Contact us
Questions about this policy or our text program:
• Phone: 928-788-0027
• Email: info@serenityhhh.com
• Mail: 5059 Lakewood Road, Fort Mohave, Arizona 86426

Related pages
• SMS Terms: https://serenityhhh.com/sms-terms
• HIPAA Notice of Privacy Practices: available on https://serenityhhh.com/