1. Scope
This Privacy Policy explains how Healthcare DME, LLC (“Healthcare DME”, “we”, “us”) collects, uses, shares and protects personal information when you:
- visit healthcaredme.com;
- place an order or rental;
- submit a form;
- contact us; or
- receive our products and services.
It forms part of our Terms and Conditions.
2. Health information and HIPAA
As a supplier that bills health plans, Healthcare DME is a covered entity under the Health Insurance Portability and Accountability Act (HIPAA). Protected health information (PHI) includes:
- prescriptions;
- diagnoses;
- insurance details; and
- the equipment you receive.
We use and disclose PHI only as permitted by HIPAA and as described in our Notice of Privacy Practices, which is available on request. Where this policy and our Notice of Privacy Practices differ for PHI, the Notice of Privacy Practices controls.
3. Information we collect
- Identity and contact details: name, billing and delivery address, email, phone number and date of birth.
- Order and rental details: items, rental dates, delivery notes, signatures, government ID copies required for rentals, and inspection photos.
- Health and insurance information: prescriptions, physician details, insurance member information and documentation of medical necessity.
- Payment information: card brand, last four digits and payment references (see Section 6).
- Acceptance records: the date and time you accepted our Terms, the version accepted, your IP address and browser information.
- Communications: emails, chat messages, form submissions, call notes and SMS preferences.
- Device and usage information: IP address, browser type, pages viewed and referring site, collected through cookies and similar tools (see Section 7).
4. How we use information
- To process, ship, deliver, rent, service and support your orders and equipment.
- To verify insurance, submit claims and coordinate with your prescriber.
- To take payment, process refunds and prevent fraud.
- To send order, delivery, appointment, refill and account notifications.
- To keep records of transactions and of your acceptance of our policies, and to respond to billing disputes and chargebacks.
- To comply with law, Medicare and payer requirements and accreditation standards.
- To operate, secure and improve our website and services.
6. Payment information
Card payments are processed by Stripe and PayPal, and financing by Affirm and CareCredit. Each operates under its own privacy policy.
We never see or store your full card number or security code. We keep only the card brand, the last four digits, the expiry date and a payment reference, so that we can:
- identify your payment;
- process refunds; and
- for rentals, charge a card you authorized to keep on file.
8. SMS communications
By providing your phone number and opting in, you consent to receive SMS messages from Healthcare DME LLC about:
- appointments;
- orders and deliveries;
- refills; and
- your account and service.
Message frequency may vary. Message and data rates may apply. You may opt out at any time by replying STOP, and reply HELP for help.
No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. SMS consent and phone numbers are not shared with third parties or affiliates. See our SMS Terms.
9. Retention
We keep personal information for as long as needed to provide our services and to meet legal, tax, Medicare, payer, accreditation and dispute-resolution requirements. Medical and billing records are generally kept for at least 7 years, or longer where the law requires. We then securely delete or de-identify the information.
10. Security
We use administrative, technical and physical safeguards to protect personal information, including:
- encrypted connections (HTTPS);
- encryption of sensitive rental and identity documents;
- access controls; and
- a HIPAA-compliant secure fax line.
No method of transmission or storage is completely secure. Please contact us immediately if you believe your information has been compromised. We will notify you of a breach as required by HIPAA and state law.
11. Your choices and rights
- You can update your account details at any time in My Account or by contacting us.
- You can opt out of marketing emails using the unsubscribe link, and out of SMS by replying STOP.
- Under HIPAA, you may request access to and a copy of your health information, request amendments, request an accounting of disclosures, and request restrictions or confidential communications, as described in our Notice of Privacy Practices.
- Depending on your state of residence, you may have additional rights to access, correct, delete or obtain a copy of your personal information, or to opt out of certain processing. Make a request by contacting us. We will verify your identity and respond within the time required by law. We will not discriminate against you for exercising your rights.
Some information cannot be deleted where we must keep it for legal, Medicare, payer or dispute purposes.
12. Children
Our website is not directed to children under 13, and we do not knowingly collect their information online. Information about minor patients is provided by, and handled with, their parent or legal guardian.
13. Changes to this policy
We may update this policy. The effective date and version at the top of this page show when it last changed. Material changes will be highlighted on this page.
14. Contact us
For privacy questions, requests or complaints, contact our Privacy Officer:
Healthcare DME, LLC — Privacy Officer4012 Clark Road, Ann Arbor, MI 48105
Phone: (734) 975-6668 · Secure fax: (734) 975-6678
Email: info@healthcaredme.com
You may also file a complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, about how your health information is handled.