1. Overview

Exceptional Health Walk-In Primary Care LLC respects your privacy and is committed to protecting the personal and health information you share with us whether through our website, our patient portal, our online appointment request form, or during your care with us.

This Privacy Policy explains what information we collect, how we use and protect it, and the choices available to you. This policy applies to our website located at this domain and to related online tools such as our appointment request forms. It does not apply to our clinical medical records, which are separately governed by our HIPAA Notice of Privacy Practices, provided to all patients at their first visit.

2. Information We Collect

We collect information in the following ways:

Information you provide directly

• Name, date of birth, phone number, email address, and mailing address
• Appointment details, preferred visit type, and a brief reason for your visit
• Insurance or payment information, where applicable
• Any messages you send us through our contact forms, phone, or patient portal

Information collected automatically

• IP address, browser type, device type, and general location
• Pages visited, time spent on the site, and referring website
• Information collected through cookies and similar technologies (see Section 6)

3. How We Use Your Information

We use the information we collect to:

• Schedule, confirm, and manage appointments
• Respond to inquiries and communicate about your care
• Process appointment requests and, where applicable, payment for self-pay visits
• Improve our website, services, and patient experience
• Send appointment reminders and, with your consent, practice updates
• Comply with legal, regulatory, and recordkeeping obligations

We do not sell your personal information, and we do not use your health information for marketing purposes without your authorization.

4. HIPAA & Health Records

Any protected health information (“PHI”) created or received in connection with your care including intake forms, visit notes, lab results, and messages sent through our patient portal (CharmHealth) is handled in accordance with the Health Insurance Portability and Accountability Act (HIPAA). Our full HIPAA Notice of Privacy Practices describes in detail how your medical information may be used and disclosed, and how you can access it. A copy is available at our office or upon request.

5. Sharing of Information

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

• Service providers who support our operations, such as our patient portal platform (CharmHealth), appointment and website hosting providers, and payment processors, under confidentiality obligations
• Legal requirements, such as when required by law, court order, or to protect the rights, safety, or property of our patients, staff, or the public
• With your consent, for any other purpose you specifically approve

6. Cookies & Website Data

Our website may use cookies and similar technologies to remember your preferences, understand how visitors use our site, and improve functionality. You can disable cookies through your browser settings; some website features may not function properly if cookies are disabled. We do not use cookies to collect health information.

7. Data Security

We use reasonable administrative, technical, and physical safeguards designed to protect your information from unauthorized access, disclosure, alteration, or destruction, including secure, encrypted connections for our patient portal and telehealth visits. However, no method of transmission over the internet is completely secure, and we cannot guarantee absolute security.

8. Your Rights & Choices

Depending on applicable law, you may have the right to:

• Request access to, or a copy of, the personal information we hold about you
• Request correction of inaccurate information
• Opt out of non-essential communications, such as marketing emails or texts
• Request that we restrict certain uses of your information, subject to legal and clinical limitations

To exercise any of these rights, please contact us using the details in Section 11 below. Requests related to your medical record are handled under our HIPAA Notice of Privacy Practices.

9. Children’s Privacy

Our website and online services are intended for use by adults seeking primary care for themselves. We do not knowingly collect personal information from children through our website. If you believe a child has provided us with personal information, please contact us so we can address it.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Any changes will be posted on this page with a revised “Last Updated” date. We encourage you to review this page periodically.