THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE USED AND DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW IT CAREFULLY.
Provider Plexus, Inc. ("Provider Plexus", "we", "us") — Telehealth Services
Effective date: 2026-10-05
Notice version: 2026-10-05.2
Who follows this notice
Our current telehealth service serves adults aged 18 or older located in Tennessee. This notice applies to the telehealth care that Provider Plexus provides to you directly: your online intake, video visits with our clinicians, and the orders, results, prescriptions and billing that come with them. It applies to all our workforce members who work with your information.
It does not apply when your own doctor, clinic or health system uses Provider Plexus software. In that case your health care provider's notice applies, and you should contact that provider about your records.
Our duties to you
- We are required by law to maintain the privacy of your protected health information ("health information"), to give you this notice of our legal duties and privacy practices, and to notify you if a breach of your unsecured health information occurs. - We must follow the terms of the notice currently in effect. - We reserve the right to change the terms of this notice and to make the new notice effective for all health information we maintain, including information we created or received before the change. If we change this notice, we will post the new notice on our website at https://providerplexus.com/patients/notice-of-privacy-practices, show it to you at your next intake or visit, and give you a copy on request.
How we use and share your health information for treatment, payment and operations
Treatment. We use your information to provide your care, and we share it with other people who treat you. *Example:* our clinician reviews your intake answers, uploaded imaging and outside records to plan your visit, and sends a consultation note to your primary care doctor or a specialist you are referred to.
Payment. We use and share your information to bill and get paid for your care. *Example:* we check with your health plan whether your visit is covered and what your copay is, and we send your health plan a claim that lists your diagnosis and the service we provided. If you pay by card, our payment processor handles the card payment.
Health care operations. We use and share your information to run our practice, improve the quality of care, and train and oversee our staff. *Examples:* reviewing visit documentation for accuracy and correct coding; auditing who accessed records; resolving complaints; and security monitoring of our systems.
Service providers. Companies that help us host records, conduct visits, transcribe speech, prepare clinical documentation or perform other services may receive information needed for that work when the law permits. They must protect that information and may use it only for permitted purposes. These privacy requirements apply whether the information is stored or transmitted.
Health information exchange. We may obtain records through health information networks to support your treatment and coordinate care with other treating providers, subject to applicable privacy restrictions.
Appointment reminders and health-related communications. We may contact you by text message, email or phone about appointments, intake steps, results and follow-up care. We send text messages only if you agreed to receive them.
Other ways we may use or share your information without your written permission
We may use or share your information in the following situations, when the law allows or requires it and subject to the conditions the law sets:
- Family, friends and others involved in your care. We may share information with a person you name, such as a family member or caregiver, who is involved in your care or payment for it, unless you object. If you are not able to agree or object (for example in an emergency), we may share information if we believe it is in your best interest. - As required by law. When federal, state or local law requires it. - Public health and safety. To report disease, injury, vital events, adverse reactions to medications or products, and product recalls; and to prevent or lessen a serious and imminent threat to the health or safety of a person or the public. - Abuse, neglect or domestic violence. To report suspected abuse, neglect or domestic violence to government authorities, as the law allows or requires. - Health oversight. To agencies for audits, investigations, inspections and licensure. - Lawsuits and legal actions. In response to a court or administrative order, or to a subpoena or other lawful process when the law's conditions are met. - Law enforcement. For certain law enforcement purposes, such as responding to a court order or warrant, identifying a suspect or missing person, or reporting a crime when the legal conditions are met. - Coroners, medical examiners and funeral directors. When an individual dies. - Organ and tissue donation. To organizations that handle organ, eye or tissue donation. - Research. For research approved through a process that protects your privacy, such as a waiver of authorization by an institutional review board or privacy board. Otherwise we ask for your written permission. - Specialized government functions. For military, national security, intelligence and protective services, as the law allows. - Workers' compensation. As authorized by workers' compensation laws. - The U.S. Department of Health and Human Services. When it investigates our compliance with privacy law.
More stringent laws. Some federal and state laws give certain information more protection than HIPAA. Examples include substance use disorder treatment records, HIV and other sensitive test results, mental health records, genetic information, and care that minors may consent to themselves. When those laws apply, we follow the more protective law. Our current practice is limited to Tennessee adults. Any expansion requires review of additional state and minor-consent requirements before treating those patients.
Substance use disorder records. Substance use disorder treatment records that we receive from programs covered by federal law (42 CFR Part 2), or testimony relaying the content of such records, shall not be used or disclosed in civil, criminal, administrative, or legislative proceedings against you unless you give written consent, or a court orders it after you or the holder of the record is given notice and an opportunity to be heard, as provided in 42 CFR Part 2. A court order authorizing use or disclosure must be accompanied by a subpoena or other legal requirement compelling disclosure before the requested record is used or disclosed.
Information shared may be re-disclosed. When we share your information as allowed by law, the person or organization that receives it may share it again, and it may no longer be protected by federal privacy law.
Uses and disclosures that need your written permission
We will not do the following without your written permission (an "authorization"):
- Psychotherapy notes. If we hold a mental health professional’s separate psychotherapy notes, most uses and disclosures require your written authorization. Ordinary clinical notes are not necessarily psychotherapy notes. - Marketing. Using or sharing your information for marketing, except face-to-face communications and promotional gifts of nominal value. - Sale of health information. We do not sell your health information. - Any other use or sharing not described in this notice.
You may revoke an authorization at any time in writing, except to the extent we have already acted on it. Email privacy@providerplexus.com or write to Provider Plexus, Inc., Attn: HIPAA Privacy Official, 901 Broadway #24210 SMB#118374, Nashville, TN 37202. We will also accept and route a revocation received through an older published contact.
We do not fundraise. We will not contact you to raise funds.
Your rights
You have the following rights about the health information we keep about you. To use any of them, contact the Privacy Official (contact details below). We will not ask why you are making a request, except where the law allows us to ask for information we need to carry it out.
- Get a copy of your records. You can ask to see or get a copy of your medical and billing records, on paper or electronically, in the format you ask for if we can readily produce it. You can also ask us to send an electronic copy to someone else you name, in a signed written request. For our Tennessee practice, we provide your full requested medical records within 10 working days of receiving your written request. We also accept oral requests and apply the same deadline. We do not require a special request form. Electronic copies and inspection are free. If you ask for records by mail, we charge only actual postage and tell you the amount in advance. A summary does not replace your full medical records. In limited cases we may deny your request. We will tell you why in writing, and in some cases you can ask for the denial to be reviewed by a licensed health care professional who was not involved in the original decision.
- Ask us to correct your records. If you think information we have about you is wrong or incomplete, you can ask us to amend it. Our service commitment is to respond within 30 days. HIPAA allows up to 60 days and one additional 30-day extension with a timely written explanation and completion date, but this does not change our shorter commitment. If we say no, we will tell you why in writing, and you can send us a statement of disagreement to be kept with your record.
- Ask for a list of disclosures (an "accounting"). You can ask for a list of the times we shared your information in the six years before your request, with whom, and why. The list does not include sharing for treatment, payment or operations, sharing you authorized, and certain other sharing. We provide one list per 12 months free. We may charge a reasonable, cost-based fee for additional lists in the same 12 months, and we will tell you the fee first. We will respond within 60 days (one extension of up to 30 days).
- Ask us to limit what we use or share. You can ask us not to use or share certain information for treatment, payment or operations, or not to share it with people involved in your care. We are not required to agree, except in the case below, and we may say no if it would affect your care. - If you pay in full out of pocket for a service or item, you can ask us not to share information about it with your health plan for payment or our operations. We will say yes unless a law requires us to share it.
- Ask for confidential communications. You can ask us to contact you in a specific way (for example, only on your mobile phone) or at a different address. We will say yes to all reasonable requests, and we will not ask you why.
- Get 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 given someone medical power of attorney, or someone is your legal guardian or personal representative, that person can exercise your rights. We will confirm the person has this authority before we act.
Complaints
If you believe your privacy rights have been violated, you can complain to us or to the U.S. Department of Health and Human Services, Office for Civil Rights:
- To us: contact the Privacy Official using the details below. You may complain by phone, email or letter. We will record and look into every complaint. - To HHS: online at https://www.hhs.gov/hipaa/filing-a-complaint/index.html, by calling 1-800-368-1019, or by writing to the U.S. Department of Health and Human Services, 200 Independence Avenue S.W., Washington, D.C. 20201.
We will not retaliate against you for filing a complaint. We do not require you to waive your privacy rights or acknowledge receipt of this notice to receive care.
Contact
Privacy Official, Provider Plexus
- Dan Arteaga, Privacy Official - Telephone: +1 302-828-8122 - Email: privacy@providerplexus.com - Mail: Provider Plexus, Inc., Attn: HIPAA Privacy Official, 901 Broadway #24210 SMB#118374, Nashville, TN 37202
For help understanding this notice, an accessible copy or language assistance, contact the Privacy Official. You may request a paper copy at no charge, even if you have agreed to electronic delivery. We will mail a requested copy within five business days.