Last Revised: January 1, 2019
- All departments and units of AdventHealth facilities, including hospitals, outpatient facilities, physician practices, skilled nursing facilities, home health agencies, hospices, urgent care centers, and emergency departments.
- All employees, staff, students, volunteers and other personnel of AdventHealth facilities.
- All departments and units of AMITA Health facilities, including hospitals, outpatient facilities, physician practices, skilled nursing facilities, home health agencies, hospices, urgent care centers, and emergency departments, that use anonymous or personally identifiable information from HelloWell™.
- All employees, staff, students, volunteers and other personnel of AMITA Health facilities that use anonymous or personally identifiable information from HelloWell™.
What Information Do We Receive and How Do We Use It?
Anonymous Information; Log Files
Anonymous information refers to information that cannot be tied to a specific individual. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp, and click stream data. Many persons who access our website do not use the personalization features that are available to them through our website, and therefore these individuals are anonymous to us and the data we collect from them does not enable us to identify them in any personal way. For example, we may know that 5,000 users visit our website every day and that 3,000 of them reside in Florida, but we may not know their names or where they live. All anonymous information we collect through our website is collected when your web browser accesses our website. When you surf the Internet, your web browser automatically transmits information about your preferences to our server every time you visit our website. Also, our server automatically collects the IP address of the devices that access our website. An IP address is a number that is assigned to your device when you access the Internet. It is not truly personally identifiable information because many different individuals can access the Internet via the same device. Please note that although such information is not personally identifiable, we can determine from an IP address a visitor's Internet Service Provider and the geographic location of his or her point of connectivity.
The anonymous information we collect through your web browser and our server is used in aggregate form to help us monitor audience size, measure traffic patterns and identify popular services and information within our website. We use this information to improve our services to you and to help develop improved services based on user interests, behavior and demographics.
Anonymous Information; Web Beacons and Cookies
In addition, we may also collect anonymous information through the use of “Web Beacons” and “Cookies”.
A "Web Beacon" is a small transparent image placed on a website that may track visits to a particular page. We use web beacons to collect information to support our reporting software.
- Session cookies – these are temporary cookies that remain in the cookie file of your browser until you close the browser. This cookie is automatically put onto your browser by the server software and is only used to verify if you are logged into Hello Well™.
- Analytical cookies – our websites use third party cookies, such as Google Analytics cookies (third party cookies) for the following purposes:
- a cookie to record the time of your first visit to website, the time of your most recent visit to the website and the time of your current visit;
- a cookie to record which page(s) you visit on the website;
- a cookie to record how long you stayed on the website; and
- a cookie to record how you located our website (i.e. Google search, keyword, link from other page etc.).
We only share the information obtained through the use of Google Analytics with Google. For more information on Google's use of your information, please see Types of Cookies Used by Google.
The cookies AdventHealth uses for these purposes do not track your Internet usage after leaving our websites and do not store your personal information.
If you wish to find out how to prevent your browser from accepting new cookies or web beacons, how to disable cookies or web beacons altogether and how to monitor when you receive a new cookie or web beacon, check the "help" feature of your web browser. Alternatively, you can adjust your browser to tell you when a website tries to put a cookie on your device. However, not accepting or disabling the cookies or web beacons from our websites may prevent you from accessing certain parts of our websites or using our online services.
Personally Identifiable Information
Personally identifiable information refers to information that tells us information that can be used to identify you, such as your name, address, age, etc. In many cases, we ask for this information to provide the personalized service you wish to use. The amount of personally identifiable information that we know about you is entirely up to you to decide. We will only know personally identifiable information about you if you choose to share this information about yourself; however, some services may not be available unless we obtain a certain amount of personally identifiable information from you.
We collect personally identifiable information when you voluntarily provide it when, for example, requesting a newsletter that we produce or indicating that you would like to receive certain targeted information on topics that interest you, or when you use our social media pages.
We are committed to protecting children’s privacy on the Internet and we do not knowingly collect personally identifiable information from children.
- Patient Care Services. Information you provide to an AdventHealth facility while being treated as a patient of that facility or using our online services available through HelloWell™ is defined as “protected health information” under the Health Insurance Portability & Accountability Act and its attendant regulations (“HIPAA”) and is subject to our AdventHealth Joint Notice of Privacy Practices [ADD LINKS FOR NPP].
When Do We Combine Anonymous and Personally Identifiable Information and How Do We Use it?
If you provide personally identifiable information on our websites, we may combine that information with our anonymous information to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.
You will receive marketing communications from AdventHealth directly or through Google’s advertisement banners if you have requested information from us or received services from us and, in each case, you have not opted out of receiving that marketing by emailing us at AHS.digital.crm@AdventHealth.com . If you have told us you do not want to receive information about AdventHealth services, it may take 3-5 days to process your request. After that time, you should not receive any more information about AdventHealth services from us or Google, but you may receive other advertisements for miscellaneous products and services from Google. For more information on Google's use of your information, please see Types of Cookies Used by Google.
When Do We Disclose or Provide Access to Information?
We may share anonymous information with affiliated third parties providing services for us. For example, we may have these third parties provide technical support for us or we may match our anonymous information, such as gender and age preferences and usage, with data of these third parties to help develop additional products and services to offer through our website.
Personally Identifiable Information
As a general rule, we will not disclose your personally identifiable information to any unaffiliated third party, except when we have your permission or under special circumstances, such as when we need to treat the information collected through this website as an asset in the event of the merger of sale of AdventHealth, or a portion of our business. Your personally identifiable information may be disclosed to or accessed by an affiliated third party providing services to us or for us.
In some circumstances we may be required by law to disclose personally identifiable information. We will do so, in good faith, only to the extent we believe to be required by law. We may also disclose personally identifiable information in special cases when we have reason to believe that disclosing this information is necessary to identify, contact or bring legal action against a third party who may be violating our terms and conditions governing the use of our website, or who may be (intentionally or unintentionally) causing injury to or interference with your or our rights or property or those of a third party.
What Security Measures Do We Use?
AdventHealth has taken reasonable steps and has employed industry-standard practices and technology to ensure the integrity and confidentiality of personally identifiable information; but because even the most secure devices or networks can be violated, AdventHealth cannot guarantee security. Once you print, download, or save to file any portion of your medical record or personal information from this website, AdventHealth is no longer able to protect that information from further uses and/or disclosures and is not liable for any further uses and/or disclosures of that information. You understand and agree that you are responsible for all further actions or omissions related to the security and privacy of that information. IMPORTANT: Please keep in mind that whenever you voluntarily disclose information about yourself in the public domain, for example, through bulletin boards, chat rooms, e-mails, it is likely to be collected and used by third parties. These third parties may use your information to contact you or for unauthorized purposes. Also, please remember that no one can guarantee the absolute security of information transmitted electronically.
How Can You Update, Correct or Delete Personally Identifiable Information?
We strongly believe in providing you with the ability to opt-out of providing personally identifiable to us, and to access and edit any information you may have provided to us about yourself. Accordingly, at any time, you may amend, update or delete the information about you (or your child(ren)) contained in any registration profile you have completed with us, including any and all personally identifiable information, or stop receipt of a newsletter, by mailing your request to:
900 Hope Way
Altamonte Springs, Florida 32714
Attn: Data Security
II. TERMS AND CONDITIONS OF USE
OUR WEBSITES AND OUR ONLINE SERVICES ARE NOT INTENDED TO BE USED TO ADDRESS MEDICAL EMERGENCIES. IF YOU ARE EXPERIENCING AN EMERGENCY OR URGENT MEDICAL PROBLEM, GO TO THE NEAREST EMERGENCY ROOM OR CALL 9-1-1 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY.
What Services are Available On-line?
- Access to test results, medication lists and your medical record summaries through our patient portals
- Online bill pay
- eCare, our online urgent care clinic
- Appointment scheduling with medical professionals or testing locations
What is HelloWell™?
HelloWell™ is a personalized, online service offered by AdventHealth and AMITA Health that gives you easy access to doctors, extended medical services and your personal medical records. You have the ability to schedule medical appointments, search for specialists in your network, pay bills online and view selected portions of your medical record. HelloWell™ also provides a method to (i) participate in a virtual physician office visit, and (ii) view a timeline of care from participating locations and physicians in the hospital networks.
You agree that HelloWell™ is a communication service offered only as a convenience tool to AdventHealth and AMITA Health patients. You understand that messages will be routed to the appropriate department as necessary for handling and therefore AdventHealth and AMITA Health employees, agents and contractors, other than your healthcare provider, may be involved in addressing your request. You understand that you may receive messages, test results, and other communications delivered via HelloWell™.
You understand that information accessible through this portal is not your complete medical record. If you want a copy of your complete medical record, please contact an AdventHealth or AMITA Health facility Health Information Management Department.
How Do You Create an Online Account?
Our online services will prompt you to create an online account when necessary to use the online service. You simply follow each prompt and provide the requested information to set up your account.
Your browser must meet the minimum requirements (variant limitations may apply): (i) IE 11+; (ii) Edge 14+; (iii) Firefox 50+; (iv) Chrome 55+; (v) Safari 10+; (vi) iOS Safari 10.1+; (vii) Android Browser 53+; (viii) Chrome for Android 54+.
How Do You Access Your Child’s Medical Record Online?
If you have a child between the ages of newborn and 17 years of age, you may access your child’s medical record online by doing one of the following:
- Complete the Child Proxy Access Form and provide a copy of your legal representative documentation (if applicable) to AdventHealth registration personnel at an AdventHealth facility.
- Set up an account online through Hello Well™.
If the parent or legal representative has their own personal HelloWell™ account(s), the child will be added to it. If the parent or legal representative does not have a personal portal account(s), one will be created for the child and the log in information will be sent to the parent’s or legal representative’s email address. Except as explained below, parental or legal representative access to the child's portal will automatically terminate when the child turns 18 years of age.
Under state and federal law, a minor patient 12-17 years of age may give consent for treatment of certain protected health conditions and restrict parental or legal representative access to such medical records. Because of these legal rights, minor patients between the ages of 12-17, who present with these protected health conditions, may choose to terminate a parent’s or legal representative’s access to the minor patient’s HelloWell™ account upon request to AdventHealth. However, a parent or legal representative may obtain a copy of their child’s health information that is not protected by such laws by contacting the AdventHealth or AMITA Health facility Health Information Management Department.
Can a Guardian or Legal Representative of an Adult Set Up Online Accounts for Another Adult?
At this time, AdventHealth does not offer proxy access to guardians or legal representatives of adults.
What Do We Expect of You?
Except for limited circumstances when minors have protected health conditions, you must be 18 years of age or older to use our online services.
You may only provide information that you own or have the right to use when you create, transmit, or display health or any other information for our online services. You represent and warrant that all information you give AdventHealth online, including without limitation, information contained in your personal account, is accurate and complete.
You are responsible for maintaining the confidentiality of all user identification, password and other confidential information relating to the use of your online accounts and are fully responsible for all activities that occur under your accounts.
You are responsible for taking all reasonable steps to ensure that no unauthorized person accesses your account. You must promptly notify AdventHealth of any unauthorized use of or access to your accounts. AdventHealth assumes no responsibility or liability for any information that you transmit or submit to AdventHealth, or for any use or misuse by you or third parties who you authorize.
As a condition to your use of our websites and our online services, you agree to follow our Code of Conduct and agree not to:
- Use our websites and services in a manner that could disable, overburden, or impair our websites and services or interfere with any other party's use and enjoyment of our websites and online services.
- Seek to obtain access to any materials or information through “hacking” or through other means we have not intentionally made available to you through our websites and online services.
- Submit material that is intentionally false, defamatory, unlawfully threatening, or unlawfully harassing.
- Transmit materials through our websites and online services that you know or should know contain viruses, Trojan horses, worms, time bombs, cancelbots, or other computer programming routines that are intended to damage, detrimentally interfere with, surreptitiously intercept, or expropriate any system, data, or personally identifiable information.
Also, if you live in a state or country that has laws that would either (1) void or alter these terms and conditions or (2) make illegal the access or use of our websites or online services, then your use of our websites or online services is unauthorized; it cannot be sanctioned by AdventHealth, and you use our websites or online services at your own risk.
Can We Revoke or Suspend Your Use?
Who Owns the Content?
All information including, but not limited to, software, artwork, text, video, audio, pictures, logos, and other material contained on or embedded in our websites or online services (the “Content”), including all associated intellectual property rights, are the proprietary property of AdventHealth and its licensors, and are protected by copyright and other intellectual property laws. AdventHealth retains all rights with respect to AdventHealth websites and our services such as but not limited to HelloWell™ except those expressly granted to you herein.
Do You Have a Right to Use this Website and Content?
Subject to these Terms and Conditions, AdventHealth grants to you a personal, revocable, nonassignable, non-sublicensable, and non-exclusive limited right to (i) use our websites and online services and (ii) view all Content (as defined herein) provided, made available or otherwise accessible via our websites and online services. Except as expressly authorized by AdventHealth, you agree not to modify, rent, lease, loan, sell, distribute or create derivative works based on our websites and online services, in whole or in part. You may download, save and print a reasonable number of copies of the materials from our websites and online services for your own personal, noncommercial use only, provided you include the following copyright notice: “Copyright © 2019, AdventHealth. All rights reserved”, and other copyright and proprietary notices that are contained therein, including HelloWell™. You agree not to modify our websites and online services in any manner or form, or use modified versions of our websites and online services. You shall not, in whole or in part, adapt, translate, modify, decompile, reverse engineer, or disassemble our websites and online services, merge our websites and online services into other program material, nor shall you otherwise create or attempt to obtain the source code of our websites and online services.
Does This Website Contain Links?
Our websites and online services may contain links to other sites. These links are for your convenience only, and AdventHealth makes no representations or endorsements whatsoever regarding such other sites. You should review the privacy policies of other sites carefully before providing any information to such website. AdventHealth is not responsible for the privacy policies or procedures or the content of any other website.
What are AdventHealth’s Limited Warranties and Disclaimers of Liability? And What are Your Indemnification Obligations?
AdventHealth DOES NOT MAKE ANY EXPRESS OR IMPLIED WARRANTIES, REPRESENTATIONS OR ENDORSEMENTS WHATSOEVER (INCLUDING, WITHOUT LIMITATION, WARRANTIES OF TITLE OR NONINFRINGEMENT, OR THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE) REGARDING INFORMATION, CONTENT OR ITEMS APPEARING ON OUR WEBSITES. AdventHealth DOES NOT WARRANT THAT DOWNLOADS FROM OUR WEBSITES WILL BE FREE OF ANY VIRUS, WORM, TROJAN HORSE OR OTHER DATA ALTERING OR CONTAMINATING COMPONENTS. YOU ARE RESPONSIBLE FOR ENSURING THAT YOU HAVE IMPLEMENTED PROCEDURES TO PREVENT SUCH CONTAMINATING COMPONENTS FROM INFECTING YOUR COMPUTER OR DEVICE AND ITS DATA.
WHILE AdventHealth TRIES TO KEEP THE INFORMATION ON OUR WEBSITES BOTH ACCURATE AND UP-TO-DATE, AdventHealth DOES NOT WARRANT THE ACCURACY, COMPLETENESS, CORRECTNESS, USEFULNESS, OR APPLICABILITY OF ANY INFORMATION, OR OTHER DATA OR ITEMS APPEARING ON OUR WEBSITES. AdventHealth WILL NOT BE LIABLE IN ANY EVENT TO ANY USER FOR ANY DECISION MADE OR ACTION TAKEN IN RELIANCE UPON THE INFORMATION, OR CONTENT ON THIS WEBSITE.
AdventHealth DOES NOT GUARANTEE CONTINUOUS OR UNINTERRUPTED ACCESS TO OUR WEBSITES, AND OPERATION OF OUR WEBSITES MAY BE INTERFERED WITH BY FACTORS BEYOND AdventHealth’S CONTROL.
THE WRITTEN CONTENT OF THIS WEBSITE IS FOR INFORMATIONAL PURPOSES ONLY. NEVER DELAY IN SEEKING MEDICAL ADVICE OR ATTENTION BECAUSE OF SOMETHING YOU HAVE READ ON THIS WEBSITE. PLEASE SEEK THE OPINION OF A PHYSICIAN OR HEALTH CARE PROVIDER FOR TREATMENT OR DIAGNOSES OF ANY MEDICAL PROBLEM. YOU MAY USE OUR VIRTUAL URGENT CARE CENTER THROUGH HELLO WELL™ OR GO TO AN ADVENTHEALTH OR AMITA HEALTH FACILITY. YOU EXPRESSLY UNDERSTAND AND AGREE THAT AdventHealth AND AMITA HEALTH SHALL NOT BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR INJURY, ILLNESS, DISABILITY, LOSS OF PROFITS, GOODWILL, USE, INFORMATION YOU PROVIDE, DATA OR OTHER INTANGIBLE LOSSES (EVEN IF AdventHealth AND AMITA HEALTH HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES), RESULTING FROM: (i) YOUR USE OR YOUR INABILITY TO USE OUR WEBSITES OR ONLINE SERVICES; (ii) THE COST OF PROCUREMENT OF SERVICES RESULTING FROM ANY GOODS, DATA, INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH OR FROM THE SERVICES; (iii) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA; (iv) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON THIS WEBSITE OR IN YOUR ONLINE ACCOUNT; (v) YOUR USE OF THE INTERNET OR YOUR INTERNET SERVICE PROVIDER; (vi) DEFECTS OR INACCURACIES IN YOUR ANY DEVICE OR SOFTWARE USED TO ACCESS THIS WEBSITE OR THE SERVICES ; OR (vii) ANY OTHER MATTER RELATING TO YOUR USE OF THIS WEBSITE. IN NO EVENT SHALL THE AGGREGATE LIABILITY OF AdventHealth AND AMITA HEALTH EXCEED THE TOTAL AMOUNT OF FEES PREVIOUSLY PAID BY YOU (IF ANY) TO AdventHealth AND AMITA HEALTH RELATING TO YOUR USE OF THIS WEBSITE. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES OR THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. ACCORDINGLY, SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. PLEASE ALSO BE ADVISED THAT AdventHealth AND AMITA HEALTH WILL NOT USE THESE TERMS TO DISCLAIM ITS LIABILITY FOR PROFESSIONAL MALPRACTICE LIABILITY THAT MAY ARISE FROM ITS PROVISION OF VIRTUAL URGENT CARE VISITS. YOU AGREE TO INDEMNIFY, DEFEND, AND HOLD AdventHealth AND AMITA HEALTH HARMLESS, AS WELL AS AdventHealth'S OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, INFORMATION PROVIDERS AND SUPPLIERS FROM AND AGAINST ALL LOSSES, EXPENSES, DAMAGES AND COSTS, INCLUDING REASONABLE ATTORNEY'S FEES, RESULTING FROM YOUR VIOLATION OF THESE TERMS AND CONDITIONS OF USE OR THE USE OF OUR ONLINE SERVICES. Your indemnification obligations do not apply to professional malpractice liability that may arise from your virtual URGENT CARE visits.
What is the Governing Law and Venue?
900 Hope Way
Altamonte Springs, FL 32714