Privacy Policy

Information We Collect

Information You Provide Directly

We collect information you provide when you contact us, complete our intake forms, schedule a free assessment, apply for caregiver positions, or communicate with our team. This may include:

• Full name, address, phone number, and email address
• Date of birth and emergency contact information
• Information about care needs for yourself or a loved one
• Insurance and payment information (for service coordination purposes)
• Employment history and caregiver credentials (for applicants)
• Background check authorization and results (for employees)

Information Collected Automatically

When you visit our website at caringhandshomehealthtx.com, we may automatically collect:

• IP address, browser type, and device information
• Pages visited, time spent on site, and referring website
• Geographic location (city/region level only)
• Cookies and similar tracking technologies

Information from Phone Calls and AI Interactions

When you call our main line at (512) 436-0774 or (512) 642-8628, calls may be recorded for quality assurance and training purposes. Our AI care coordinator, Ava, may collect information about your care needs, scheduling preferences, and contact details during the call. You will be informed if your call is being recorded.

How We Use Your Information

We use the information we collect to:

• Provide, coordinate, and improve our home care services
• Schedule and confirm free in-home assessments and care visits
• Communicate with you about your care plan and service updates
• Process caregiver applications, background checks, and onboarding
• Send appointment reminders, follow-up messages, and care updates via SMS and email
• Comply with Texas Health and Human Services Commission (HHSC) licensing and reporting requirements
• Improve our website, services, and operational processes
• Respond to inquiries and provide customer support
• Prevent fraud and maintain the security of our systems

We will not use your information for purposes that are incompatible with those described in this policy without your prior consent.

HIPAA Compliance and Health Information

As a non-medical Personal Assistance Services (PAS) agency licensed by HHSC under HHSC License #023937, we take the privacy of health-related information seriously. Health and care-related information you share with us is:

• Used only to coordinate and provide appropriate care services
• Shared only with authorized caregivers, nursing staff, and family members you designate
• Stored securely in our HIPAA-aware systems
• Never sold or shared with third parties for marketing purposes

All agency-related communications involving client information must be conducted through agency-issued email accounts in compliance with our internal data protection policies.

Information Sharing and Disclosure

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

Service Providers

We work with trusted third-party service providers who assist us in operating our business, including CRM platforms (GoHighLevel), scheduling software, background check providers, electronic signature platforms (SignNow), and cloud storage services. These providers are contractually obligated to protect your information.

Legal Requirements

We may disclose your information when required by law, including to comply with HHSC licensing requirements, respond to lawful government requests, comply with court orders or subpoenas, or protect the rights, safety, and security of our clients and staff.

Emergency Situations

In the event of a medical emergency involving a client, we may share relevant information with emergency services, healthcare providers, or authorized family members to protect the health and safety of the individual.

Business Transfers

In the event of a merger, acquisition, or sale of assets, client and employee information may be transferred as part of that transaction, subject to the same privacy protections described in this policy.

Data Security

We implement industry-standard administrative, technical, and physical safeguards to protect your personal information from unauthorized access, use, disclosure, alteration, or destruction. Our security measures include:

• Encrypted data transmission and storage
• Access controls limiting employee access to client data on a need-to-know basis
• Regular security reviews and staff training
• Secure cloud-based platforms with SOC 2 compliance where applicable

While we take all reasonable precautions, no method of electronic transmission or storage is 100% secure. If you have reason to believe your information has been compromised, please contact us immediately at [email protected].

Cookies and Website Tracking

Our website uses cookies and similar tracking technologies to enhance your browsing experience, analyze site traffic, and understand how visitors use our site. Types of cookies we use include:

• Essential cookies: Required for the website to function properly
• Analytics cookies: Help us understand how visitors interact with our website
• Marketing cookies: Used to deliver relevant content and track the effectiveness of our marketing efforts

You can control cookie settings through your browser preferences. Disabling cookies may affect some functionality of our website. We do not respond to "Do Not Track" signals at this time.

SMS and Electronic Communications

By providing your phone number and requesting our services, you consent to receive SMS text messages from Caring Hands Home Health TX at the number you provide. These messages may include:

• Appointment confirmations and reminders
• Care coordination updates
• Follow-up messages after inquiry or call
• Informational messages about our services

Message and data rates may apply. Message frequency varies. You may opt out at any time by replying STOP to any message. For help, reply HELP or contact us at (512) 436-0774.

We comply with all applicable TCPA (Telephone Consumer Protection Act) requirements and will not send marketing messages without your prior consent.

Your Rights and Choices

Depending on your location and applicable law, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you
• Correction: Request correction of inaccurate or incomplete information
• Deletion: Request deletion of your personal information, subject to legal retention requirements
• Opt-out: Opt out of SMS communications, marketing emails, or data sharing at any time
• Portability: Request a copy of your data in a portable format

To exercise any of these rights, please contact us at [email protected] or (512) 436-0774. We will respond to your request within 30 days. Please note that some requests may be limited by our legal obligations, including HHSC record retention requirements.

Children's Privacy

Caring Hands Home Health TX LLC provides non-medical Personal Assistance Services exclusively to adult clients. We do not knowingly collect personal information from individuals under the age of 18. Our services are not directed at minors. If you believe we have inadvertently collected information from a minor, please contact us immediately and we will take prompt action to delete that information.

Data Retention

We retain personal information for as long as necessary to fulfill the purposes described in this policy and to comply with our legal obligations. Specifically:

• Client records are retained for a minimum of 5 years in accordance with HHSC requirements
• Employee and caregiver records are retained for the duration of employment plus applicable legal retention periods
• Website analytics data is retained for up to 24 months
• SMS and communication records are retained as required by our licensing obligations

Upon expiration of the required retention period, records are securely destroyed in accordance with our data management policies.

Third-Party Services

Our website and operations utilize the following third-party platforms, each with their own privacy policies:

• GoHighLevel (CRM): Customer relationship management and communication platform
• Cloudinary: Secure file and image storage
• SignNow: Electronic document signing
• Google Analytics: Website analytics and performance tracking
• Cloudflare: Website security, performance, and DNS management

We encourage you to review the privacy policies of these providers for more information about how they handle your data. We are not responsible for the privacy practices of third-party websites linked from our site.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. When we make material changes, we will update the "Last Updated" date at the top of this page and, where appropriate, notify clients and staff directly.

Your continued use of our services after any changes to this policy constitutes your acceptance of the updated terms. We encourage you to review this policy periodically.

Contact Us

If you have questions, concerns, or requests related to this Privacy Policy or our data practices, please contact us through any of the following channels: