Privacy Practices
Last updated: June 18, 2021
Purpose
Enable My Child LTD dba HelloHero (“HelloHero,” “we,” or “us”) values your privacy. HelloHero offers a teletherapy platform and Services (the “Services”). This Privacy Policy applies to our website (www.hellohero.com), our patient portal (https://pp-wfe-101.advancedmd.com/153540/account/logon), and our EHR (https://login.advancedmd.com/ and https://thebrain.hellohero.com/login) (collectively the “Site”), as well as the Services accessible through the Site. Healthcare professionals (“Providers”) use the Services to deliver healthcare services to clients and patients (“Patients”).
By visiting the Site or using our Services, you agree that your personal information will be handled as described in this Policy. Use of our Site and Services, and any privacy-related disputes, are subject to this Policy and our Terms of Service , including any applicable limitations on damages and resolution of disputes. The Terms of Service are incorporated by reference and can be accessed via your patient portal or by emailing privacyofficer@hellohero.com.
Policy
Patient Rights
When it comes to your health information, you have certain rights. This section explains your rights and some of our responsibilities to help you.
Access to Medical Records
– You have the right to request an electronic or paper copy of your medical record and other health information. We will respond within 30 days of your request and may extend once by another 30 days with written explanation. Reasonable, cost-based fees may apply.
- Right to Data Portability
– You may request that we transmit your health information to another individual or entity in a structured, commonly used, and machine-readable format. - Request Corrections
– You may ask us to correct health information you believe is incorrect or incomplete. Signed records cannot be altered, but we can append an addendum. We will respond within 60 days and will inform you in writing if we deny the request. - Request Confidential Communications
– You may request to be contacted in a specific way (e.g., via home phone, office phone, email, or SMS). We will accommodate all reasonable requests consistent with applicable security safeguards. - Limit Use and Disclosure
– You may request restrictions on how your information is used or shared for treatment, payment, or healthcare operations. We are not required to agree unless the request pertains to services paid out-of-pocket in full. - Disclosure Accounting
– You may request an accounting of disclosures (excluding those for treatment, payment, or operations) made within the past six years. The first request in a 12-month period is free. - Obtain a Copy of This Policy
– You may request a paper copy of this notice at any time, even if you agreed to receive it electronically. - Choose Someone to Act for You
– If you have granted medical power of attorney or someone is your legal guardian, that person can exercise your rights on your behalf. - File a Complaint
To file a complaint:
– Email our Privacy Officer: privacyofficer@hellohero.com - – Contact the U.S. Department of Health and Human Services, Office for Civil Rights: hhs.gov/ocr/privacy/hipaa/complaints/
We will not retaliate for filing a complaint.
Patient Choices
For certain health information, you can tell us your choices about what we share.
If you have a clear preference for how we share your information in the situations described below, talk to us. Tell us what you want us to do, and we will follow your instructions. In these cases, you have both the right and choice to tell us to:
– Share information with family/friends involved in your care
– Share information in disaster relief situations
– Be included in a hospital directory
If you are unable to communicate your preference, we may share information if we believe it is in your best interest or to prevent serious threats to health or safety.
HelloHero communicates with clients via email, phone, and SMS/text messaging. By providing your phone number, you agree to receive text messages from HelloHero. Message and data rates may apply. Message frequency varies. Patients who complete a new referral or registration form are given the option to OPT-OUT of receiving SMS/text messaging on the referral/registration form by choosing “NO” or changing their choice when they speak to a HelloHero representative or replying “STOP” at any time. If you need help (outside of emergency care) you can text “HELP.”
We never share your information for:
- – Marketing purposes
- – Sale of information
- – Most disclosures of psychotherapy notesFundraising Communications
– We may contact you for fundraising purposes. You may opt-out of future communications.
- HelloHero Uses and Disclosures
- How we typically use and disclose our health information
- We typically use or share your health information either by submitting a mailing, emailing via a secure portal, or the health information exchange (HIE) in the following ways.
- Treatment
- – We may use your health information to provide treatment and coordinate care with other healthcare professionals.
- Example: A doctor treating you for an injury asks another doctor about your overall health condition.
- Healthcare Operations
– We may use your information to run our organization and improve your care.
Example: We use health information about you to manage your treatment and services. - Payment
– We may use your information for billing and payment purposes.
Example: We give information about you to your health insurance plan so it will pay for your services.Other ways we may use or share your health information
We are allowed or required to share your information in other ways – usually in ways that contribute to the public good, such as public health, safety issues and research. We have to meet many conditions in the law before we can share your information for these purposes. For more information see: https://www.hhs.gov/hipaa/for-individuals/notice-privacy-practices/index.html - Public Health and Safety
We can share health information about you for certain situations such as:
– Prevent disease
– Support product recalls
– Report adverse reactions
– Report abuse or neglect
– Prevent or reduce serious threats to health or safety - Health Research
– We may use or share your information for research purposes under HIPAA-compliant safeguards. - Compliance with Laws
– We will share information as required by federal or state laws, including with HHS for compliance reviews. - Organ and Tissue Donation
– We may share information with procurement organizations. - Medical Examiner or Funeral Director
– We may share information to assist with death investigations. - Government and Law Enforcement
We may share your health information for:
– Workers’ compensation
– Law enforcement
– Health oversight
– Military or national security purposes - Legal Proceedings
– We may share information in response to court orders or subpoenas. - Right to Revoke
– You may revoke your consent in writing at any time. Revocation will not affect prior disclosures made in reliance on your original consent.
HelloHero Responsibilities
- – We are required by law to maintain the privacy and security of your protected health information.
– We will notify you without unreasonable delay and no later than 60 days following a breach of unsecured PHI.
– We WILL NOT record teletherapy sessions. Unauthorized recording may result in legal action.
– We will only share your information as described in this policy or with your written consent.For more information, see: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/noticepp.html.
Business Transfers
If HelloHero is acquired, merged, or undergoes bankruptcy, your information may be transferred to the acquiring entity.
Third Party Links
Links to third-party websites are governed by their respective privacy policies. HelloHero is not responsible for third-party practices.
Marketing Emails
You may opt-out of promotional emails by following the instructions in the email. You will still receive essential account or service-related communications.
Changes to the Terms of this Notice
This Policy is current as of the last revision date. Updates will be posted to our website and communicated through appropriate channels. Material changes affecting previous practices will be highlighted.
Revision History
Policy created 30JUNE2021
Created By: Compliance Officer
Last Revised: 24JUNE2025
Responsible Office
Department: Compliance
E-Mail: privacy@hellohero.comyoy