CAREWELL FAMILY SERVICES
NOTICE OF PRIVACY PRACTICES
Last Updated: May 20, 2026
Applies To: Carewell Family Services, LLC (“Carewell Family Services” or “Carewell Care Services”)
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.
I. WHO WE ARE
Carewell Family Services, LLC (“Carewell,” “we,” “us,” or “our”) provides care coordination and care support services designed to assist individuals and their caregivers in navigating healthcare services, benefits, and resources.
Carewell Care Services is a separate service offering from Carewell’s direct-to-consumer eCommerce platform. This Notice applies only to Carewell Care Services and not to Carewell’s retail or eCommerce activities.
Carewell Family Services provides administrative care coordination, navigation, and support services. Clinical services are furnished by independently licensed healthcare providers and provider organizations. Carewell Family Services does not independently provide medical diagnosis, treatment, or clinical decision-making services.
Carewell Family Services may support coordination activities related to healthcare services furnished by third-party providers, including appointment coordination, communications support, benefit navigation, and related operational activities.
Separate privacy policies and practices may apply to Carewell’s retail, eCommerce, or other non-healthcare consumer activities. Information collected outside of Carewell Family Services may not be subject to HIPAA protections.
II. OUR DUTIES REGARDING YOUR INFORMATION
We are required by law to:
- Maintain the privacy and security of your protected health information (“PHI”)
- Provide you with this Notice describing our legal duties and privacy practices
- Follow the terms of this Notice currently in effect
- Notify affected individuals following a breach of unsecured protected health information as required by applicable law
- Comply with applicable federal and state privacy and security laws, including laws that may provide greater protections than HIPAA
- Protected health information includes information that identifies you and relates to your health, healthcare, or payment for healthcare services.
III. HOW WE MAY USE AND DISCLOSE YOUR INFORMATION
We may use and disclose your PHI for the following purposes without additional authorization, as permitted by law
A. Care Coordination and Care Support
We may use and share your information to:
- Coordinate healthcare services
- Assist with scheduling appointments
- Support care transitions
- Help navigate benefits or services
- Communicate with you or your authorized caregiver
- Coordinate with healthcare providers, provider organizations, pharmacies, health plans, caregivers, and service providers involved in your care or support services
- Send appointment reminders, service communications, care coordination updates, or other operational communications by phone, text message, email, or other electronic means
B. Service Providers (Business Associates)
- We may share your information with third-party service providers who perform services on our behalf (such as care coordination staff or technology vendors). These service providers are required by law and contract to protect your information and use it only for permitted purposes. Examples may include technology vendors, communication platforms, cloud service providers, healthcare providers, operational support vendors, analytics vendors, and other organizations supporting our healthcare operations.
C. Healthcare Operations
- We may use your information to operate and improve our services, including quality assurance, training, and administrative activities. We may use de-identified or aggregated information, where permitted by law, to improve operations, workflows, service quality, and care coordination processes.
D. As Required by Law
- We may disclose your information when required to do so by federal or state law.
- We may also disclose information for public health activities, health oversight activities, law enforcement requests, judicial proceedings, abuse or neglect reporting, workers’ compensation matters, or other purposes permitted or required by law.
IV. USES AND DISCLOSURES THAT REQUIRE YOUR AUTHORIZATION
- Any use or disclosure of your PHI not described in this Notice will be made only with your written authorization. You may revoke your authorization at any time by notifying us in writing, except to the extent action has already been taken based on your authorization.
- We will obtain your written authorization where required by law for uses or disclosures involving:
- Marketing activities requiring HIPAA authorization
- Sale of protected health information
- Certain uses or disclosures involving psychotherapy notes
- Other uses and disclosures requiring authorization under applicable law
V. YOUR RIGHTS REGARDING YOUR INFORMATION
You have the right to:
- Access your health information
- Request corrections to your information
- Request restrictions on certain uses or disclosures
- Request confidential communications
- Receive a copy of this Notice
- File a complaint if you believe your privacy rights have been violated
- Request an accounting of certain disclosures of your information
- Request communications through alternative means or alternative locations
- Designate an authorized personal representative to act on your behalf where permitted by law
- Request a paper copy of this Notice, even if you agreed to receive it electronically
- In certain circumstances, you may request that we restrict disclosures of information to a health plan if you paid for services out-of-pocket in full. To exercise any of these rights, contact us using the information below.
VI. ELECTRONIC COMMUNICATIONS
- Carewell Family Services may communicate with you electronically, including through email, text message, phone calls, patient portals, or other electronic means. Electronic communications may involve some risk of unauthorized access or transmission.
- By providing your contact information and choosing to communicate electronically, you acknowledge these risks to the extent permitted by law. Message and data rates may apply for text communications. You may opt out of certain communications by following applicable opt-out instructions.
VII. COMPLAINTS
If you believe your privacy rights have been violated, you may file a complaint with Carewell Family Services’ Privacy Contact:
VP, Compliance Officer
compliance@services.carewell.com
You may also file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights:
U.S. Department of Health and Human Services
Office for Civil Rights
200 Independence Avenue, S.W.
Washington, D.C. 20201
1-877-696-6775
www.hhs.gov/ocr/privacy/hipaa/complaints/
We will not retaliate against you for filing a complaint.
VIII. CHANGES TO THIS NOTICE
We reserve the right to modify this Notice and make the revised Notice effective for information we already have, as well as any information we receive in the future.
Updated versions of this Notice will be made available on our website and upon request.
IX. CONTACT INFORMATION
For questions about this Notice or our privacy practices, contact:
Carewell Family Services, LLC
104 Crandon Blvd, Suite 406, Key Biscayne, FL 33149
compliance@services.carewell.com
X. ACKNOWLEDGEMENT OF RECEIPT
You may be asked to acknowledge that you have received this Notice of Privacy Practices. Acknowledgement is not required to receive services.
