OHC PHARMACY & DME PRIVACY POLICY
Effective Date: February 5, 2025
Introduction
OHC Pharmacy provides pharmacy services and durable medical equipment (DME) while protecting your privacy and keeping your personal and health information safe. This Privacy Policy explains how we collect, use, share, and protect your information when you use our services.
We are a HIPAA-covered entity, which means we follow strict federal laws to protect your health information.
Information We Collect
We collect information needed to provide you with quality pharmacy and healthcare services:
Personal Information:
- Name, date of birth, address, phone number, email address
Health Information (Protected Health Information – PHI):
- Medical history, prescriptions, diagnoses, lab results, insurance information, physician orders, medical necessity documentation for DME
DME-Specific Information:
- Doctor’s orders for equipment, delivery addresses, equipment serial numbers, maintenance records, patient measurements and fitting information
Payment Information:
- Billing details, insurance information, credit/debit card information (processed securely), Medicare/Medicaid information
Technical Information:
- Information from our website like IP address, browser type, and how you use our site
How We Use Your Information
We use your information to:
- Fill and deliver your prescriptions and medical equipment
- Process DME orders, including verifying medical necessity and obtaining prior authorizations
- Coordinate care with your doctors and healthcare providers
- Process insurance claims and payments (including Medicare/Medicaid billing)
- Provide DME setup, training, and ongoing support
- Send you appointment reminders, prescription updates, and equipment maintenance alerts
- Schedule deliveries and service appointments
- Provide customer service and answer your questions
- Comply with legal, regulatory, and accreditation requirements
- Improve our services and patient care
Automated Communications – Your Consent
By providing your contact information to OHC Pharmacy & DME, you agree to receive communications from us through:
Phone calls (including automated/AI-powered calls)
Emails
Text messages (SMS/MMS)
Mail
Any other communication method we use
We may contact you about:
- Prescription refills and reminders
- DME delivery scheduling and confirmations
- Equipment maintenance and supply reorders
- Appointment confirmations and reminders
- Delivery updates and tracking information
- Insurance verification and prior authorization status
- Payment and billing notices
- Equipment training and usage instructions
- Health tips and educational information
- Patient satisfaction surveys
- Marketing and promotional offers (if you opt in)
How to Opt Out:
You can stop receiving communications at any time by:
Texting STOP to any text message
Calling us at 800-674-4440
Important: If you opt out, we may still need to contact you about essential prescription, DME delivery, equipment safety, and service information.
How We Share Your Information
We only share your information when necessary and allowed by law:
Healthcare Operations:
- Doctors & Healthcare Providers – To coordinate your care and obtain DME orders
- Insurance Companies – To process claims and verify coverage
- Medicare/Medicaid – For billing and compliance reporting
- Pharmacy Benefit Managers (PBMs) – For prescription processing
- DME Accreditation Organizations – For quality and compliance audits
- Labs & Diagnostic Services – When ordered by your provider
Service Providers (Business Associates):
- Telehealth Partners – Licensed physicians who write prescriptions and DME orders
- Delivery Services – To ship medications and equipment to you
- DME Manufacturers & Suppliers – For warranty service and equipment maintenance
- Equipment Technicians – For installation, setup, and repair services
- Payment Processors – To handle billing securely
- Technology Vendors – For automated communications, appointment scheduling, and record keeping (like Retell AI, Lifefile, etc.)
- Cloud Storage Providers – To securely store your records
Legal Requirements:
We may disclose your information when required by law, such as:
- Court orders or subpoenas
- Public health reporting
- Medicare/Medicaid audits and fraud prevention
- Law enforcement investigations
- FDA medical device reporting requirements
- Preventing serious threats to health or safety
We do NOT sell your personal or health information to third parties.
Your HIPAA Rights
Under federal law, you have the right to:
- Access Your Records – Request copies of your health information and DME orders
- Request Corrections – Ask us to fix errors in your records
- Request Restrictions – Ask us to limit how we use or share your information
- Confidential Communications – Request we contact you in a specific way
- Accounting of Disclosures – Get a list of when we’ve shared your information
- Receive a Paper Copy – Get a printed copy of this Privacy Policy anytime
- File a Complaint – Report privacy concerns without retaliation
- To exercise these rights, contact us at:
800-674-4440
info@ohcpharmacy.com
DME-Specific Privacy Practices
When you receive durable medical equipment from us:
- Equipment Records – We maintain records of equipment serial numbers, delivery dates, and maintenance history
- Home Visits – Technicians may visit your home for setup, training, or service (with your consent)
- Remote Monitoring – Some equipment may transmit usage data to us for compliance and safety monitoring (you’ll be informed if your device does this)
- Equipment Returns – All patient data is securely erased from returned equipment
- Third-Party Servicing – If we arrange manufacturer service, only necessary information is shared
How We Protect Your Information
We take security seriously and use multiple safeguards:
- Encryption – Your data is encrypted during transmission and storage
- Secure Systems – Password-protected databases and restricted access
- Staff Training – All employees are trained on HIPAA compliance
- Business Associate Agreements – All vendors sign contracts to protect your data
- Regular Audits – We monitor systems for security threats
- Physical Security – Secure storage for equipment and paper records
- Secure Disposal – Shredding and data wiping when records are destroyed
Data Retention
We keep your records as required by law:
- Prescription Records: Minimum 2 years (or longer as required by state law)
- DME Orders & Documentation: Minimum 7 years (Medicare requirement)
- Medical Records: Up to 7 years after last service
- Equipment Maintenance Logs: Duration of equipment use plus 7 years
- Billing Records: Up to 7 years for tax and legal purposes
After the required period, records are securely destroyed.
Minors’ Information
If you are under 18, a parent or legal guardian must consent to our services on your behalf. We treat minors’ information with the same privacy protections as adults.
Changes to This Policy
We may update this Privacy Policy from time to time. When we do:
- We’ll post the new policy on our website at www.ohcpharmacy.com
- The “Effective Date” at the top will change
- For major changes, we’ll notify you by email or text
Contact Us
If you have questions about this Privacy Policy or how we handle your information:
OHC Pharmacy & DME
Phone: 800-674-4440
Email: info@ohcpharmacy.com
Website: www.ohcpharmacy.com
Address: [Your Physical Address]
Filing a Complaint
If you believe your privacy rights have been violated, you can file a complaint with:
OHC Pharmacy & DME:
info@ohcpharmacy.com
800-674-4440
U.S. Department of Health and Human Services:
www.hhs.gov/ocr/privacy/hipaa/complaints
1-877-696-6775
You will not be retaliated against for filing a complaint.
By using OHC Pharmacy & DME’s services, you acknowledge that you have read and understood this Privacy Policy.
