Privacy Policy

Living Care Home Services (“LCHS,” “we,” “us,” or “our”) DOES NOT share customer opt-in information, including phone numbers and consent records, with any affiliates or third parties for marketing, promotional, or any other purposes unrelated to providing our direct services. All text messaging originator opt-in data is kept strictly confidential.

This Privacy Policy explains how we collect, use, disclose, and protect your personal and health information when you use our services, visit our website, or communicate with us. It applies to all current, former, and prospective clients; family members and authorized representatives; and visitors to our digital platforms.

1. Information We Collect

We collect several categories of information in the course of providing home health and home care services:

Personal Information

• Full name, date of birth, gender, and contact details (address, phone number, email)
• Payment and billing information when you make a purchase or request services
• Emergency contact and authorized representative information
• Insurance information, including Medicare, Medicaid, and private insurance details
• Opt-in records and timestamps for all communication channels (SMS, email, etc.)

Protected Health Information (PHI)

• Medical history, diagnoses, medications, and treatment records
• Physician orders and referrals
• Care plans, assessments, and clinical documentation
• Functional and cognitive status information
• Therapy, rehabilitation, and post-operative care records

Non-Personal / Digital Information

• IP address, browser type, device information
• Website usage patterns and analytics
• Cookies and similar tracking technologies
• Records of inquiries, service requests, and appointment details

2. How We Use Your Information

We use collected information for the following purposes:

• Providing, coordinating, and improving home health and personal care services
• Developing and updating your individualized Plan of Care
• Communicating with your physician and other authorized healthcare providers
• Processing billing, claims, and payments through appropriate payer sources
• Scheduling caregiver visits and coordinating service logistics
• Sending appointment reminders, service updates, and care notifications via phone, email, or SMS
• Complying with federal and state legal and regulatory obligations
• Quality assurance, staff training, and service improvement
• Maintaining records of your communication preferences and consent
• Ensuring website security and fraud prevention
• Responding to inquiries, complaints, and requests for information

3. HIPAA Compliance

Living Care Home Services is a covered entity under the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and its implementing regulations. We maintain strict compliance with all applicable HIPAA Privacy, Security, and Breach Notification Rules.

We use and disclose your Protected Health Information (PHI) only as permitted or required by HIPAA, including for:

• Treatment: Sharing relevant health information with caregivers, physicians, therapists, and other providers involved in your care
• Payment: Submitting claims and verifying coverage with Medicare, Medicaid, and private insurers
• Healthcare Operations: Quality assessments, compliance activities, staff training, and business management

All other uses or disclosures of your PHI require your written authorization, except as otherwise permitted by law (e.g., public health reporting, court orders, or mandatory disclosures). A full Notice of Privacy Practices (NPP) is available upon request by contacting info@livingcarehomeservices.com.

You have rights regarding your PHI, including the right to access, amend, restrict use of, and receive an accounting of disclosures of your health information as described in our NPP.

4. SMS Messaging & Compliance

Text Message Program Terms & Conditions

By opting into our SMS messaging services, you agree to receive text messages related to our services, including appointment reminders, care coordination updates, customer support, and important service notifications.

Opt-In & Consent

• You will only receive messages if you have explicitly opted in
• We maintain timestamped records of all opt-in actions
• We comply with the Telephone Consumer Protection Act (TCPA) and CTIA guidelines, and all applicable laws

Opt-Out Instructions

• You can cancel SMS notifications at any time by replying “STOP” to any message we send
• You will receive a final confirmation message, and no further messages will be sent unless you re-opt in
• All opt-out requests are processed immediately
• Opting out of SMS does not affect your ability to receive home care services

Message Frequency & Content

• Message frequency varies based on your care schedule and interactions with our services
• Messages will be directly related to the home health services you have requested
• We do not send promotional content without specific consent

Help & Support

• Reply “HELP” for assistance or contact us at info@livingcarehomeservices.com or 215-348-4008
• Customer support is available during regular business hours

Carrier Information

• Standard message and data rates may apply depending on your carrier’s policies
• Carriers are not liable for delayed or undelivered messages
• Supported carriers include AT&T, Verizon, T-Mobile, Sprint, and most regional carriers
• You must be 18 years or older to participate in our SMS program

SMS Data Protection Statement

No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing with subcontractors in support of service delivery (such as scheduling or customer service platforms) is permitted where necessary. All other use cases exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.

5. Information Sharing & Disclosure

We do not sell, rent, or trade your personal information. We may share information only in the following limited circumstances:

Service Providers

• Third-party vendors who assist in our operations (e.g., billing, scheduling, electronic health records)
• SMS aggregators and providers solely for the purpose of delivering messages you have consented to receive
• All service providers are contractually obligated to maintain confidentiality and security, and where applicable, execute Business Associate Agreements (BAAs) as required by HIPAA

Healthcare Coordination

• Your treating physicians, specialists, hospitals, and other providers involved in your care
• Medicare, Medicaid, and private insurers for billing and claims
• State and federal health regulatory and accreditation agencies as required by law

Legal Compliance

• If required by law, legal process, or to protect our rights
• In response to valid law enforcement requests or court orders

Business Transfers

• In case of mergers, acquisitions, or sale of assets, your data remains protected under the terms of this policy

All of the above categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties, excluding aggregators and providers of our SMS services.

6. Data Security

We implement and maintain comprehensive administrative, physical, and technical safeguards to protect your personal and health information, including:

• Encryption of sensitive data in transit and at rest
• Role-based access controls limiting PHI access to authorized personnel only
• Regular security assessments and updates
• Workforce training on privacy, security, and HIPAA compliance
• Breach notification protocols in accordance with applicable federal and state law
• Secure backup systems and disaster recovery procedures
• Secure disposal of paper records containing personal information

Despite these measures, no method of transmission over the Internet or electronic storage is 100% secure. We strive to use commercially acceptable means to protect your information but cannot guarantee absolute security.

7. Cookies & Tracking Technologies

We use cookies and similar technologies on our website to:

• Analyze site traffic and user behavior
• Remember your preferences
• Improve website functionality and user experience
• Measure the effectiveness of our communications

You may control cookies through your browser settings. Disabling cookies may limit your ability to use certain features of our website.

8. Your Rights & Choices

You have the right to:

• Access, update, or request deletion of your personal information
• Opt out of marketing emails by clicking “unsubscribe” in any of our emails
• Opt out of SMS messages by replying “STOP”
• Request information on how we process your personal data
• Withdraw consent at any time for future communications
• Access, amend, or request restrictions on your Protected Health Information as described in our Notice of Privacy Practices
• Lodge a complaint with a supervisory authority if you believe your rights have been violated

To exercise any of these rights, contact us using the information in Section 13 below.

9. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those sites and encourage you to review their policies separately. This Privacy Policy applies only to information collected directly by Living Care Home Services.

10. Nondiscrimination Policy

Living Care Home Services is committed to providing quality home health and home care services to all individuals without discrimination. We do not exclude, deny benefits to, or otherwise discriminate against any person on the basis of race, color, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, disability, marital status, veteran status, genetic information, or any other characteristic protected by applicable federal, state, or local law.

This policy applies to all programs, services, activities, admissions, referrals, hiring, and employment practices of Living Care Home Services.

11. Equal Access to Care

We provide equal access to care and services and make reasonable accommodations for individuals with disabilities, including:

• Providing auxiliary aids and services when appropriate
• Offering language assistance services, free of charge, for individuals with limited English proficiency

To request an accommodation or language assistance, contact us at 215-348-4008 or info@livingcarehomeservices.com.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The latest version will always be available on our website with the updated effective date. For significant changes, we will notify active clients by email or through a notice on our website. Your continued use of our services following any updates constitutes acceptance of the revised policy.

13. Contact Us

If you have questions or concerns about this Privacy Policy or how your information is handled, please contact us at:

Individuals who believe their privacy rights have been violated may also file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights at www.hhs.gov/ocr, without fear of retaliation.

By using our website and services, you consent to this Privacy Policy.