USE OF WEB-BASED PRACTICE SYSTEMS: RFC utilizes a HIPAA-compliant Client Portal for scheduling and direct client communication. This system should not be used for emergency assistance. RFC is not responsible for the security of the Client Portal platform or any technical vulnerabilities within the platform that may result in a breach of client information. As no electronic communication can ever be guaranteed 100% secure, RFC is not liable for any breach of data that occurs as a result of client communication to RFC through electronic or digital means. Clients are encouraged not to share information electronically if unintended disclosure of the information could have negative consequences for clients' lives. At this time RFC does not provide texting communication with clients, with the exception of automated portal text reminders.

TELEPHONE AND EMAIL COMMUNICATIONS: RFC utilizes an unsecured telephone service, monitored during business hours. This service does not allow for direct texting between clients and RFC staff. Clients may call RFC offices and/or staff directly and leave voicemails as appropriate. Clients are encouraged to not share clinical or other sensitive information over the phone as RFC cannot guarantee the security of transmissions via this medium. When contacting clients via phone, RFC staff will maintain consideration of client privacy if/when communicating via telephone and/or leaving voicemails. RFC staff may be unable to leave detailed messages on client voicemails if unable to verify that the client maintains sole and/or secure access to the mailbox associated with the phone number being used.

Clients are discouraged from using direct email to communicate with RFC staff about any clinical or other sensitive information due to digital security concerns. RFC encourages clients to only communicate about sensitive details via their secure client portal. RFC staff will only communicate with clients via direct email regarding logistical information (i.e., scheduling, billing, etc.) as a general rule. Sensitive information will primarily be communicated to clients via the secure portal messaging system.

To prevent automated and direct email messages from RFC going to clients’ spam or junk folders, clients are encouraged to add their provider’s email address(es) (ending with “@redfishcounseling.com”) and the email address “yourprovider@simplepractice.com” to their email contacts or “white list,” to ensure all messages are received. Any replies to these automated messages will NOT be received by RFC staff. In participating in RFC services and use of the secure client portal, you opt-in to the receipt of automated messages regarding appointment confirmations and documentation. If you wish not to receive these automated courtesy messages, you must opt-out by informing your provider and by emailing office@redfishcounseling.com. In addition, RFC utilizes a third-party billing company, Macchia Billing Services, who may attempt to contact clients regarding billing or insurance issues. Clients are advised to add the email domain “@macchiabilling.com” to their whitelists as well. Please note: automated courtesy reminders cannot be directly replied to via email.

*TELEHEALTH SERVICE PARTICIPATION (CURRENTLY OR ANTICIPATED)

OVERVIEW OF TELEHEALTH SYSTEMS AND CONSENT: Telehealth services are primarily delivered using the “Telehealth by SimplePractice” platform. In addition to this platform, Redfish Counseling utilizes GoogleMeet as a backup teleconferencing system in the event the primary platform is inaccessible or otherwise not functioning at the time of service delivery. In addition to videoconferencing systems, audio-only phone-based sessions are available, though these may not be covered by insurance.

In using any telehealth services provided by RFC, you acknowledge:

1. Telehealth platforms are NOT an Emergency Service. In the event of an emergency, you should call 911. Neither the telehealth systems utilized by RFC, nor their respective organizations offer any medical or healthcare services or advice including, but not limited to, emergency or urgent medical services.

2. Your provider has no access to any or all of the technical information regarding the telehealth platforms themselves – or that such information is current, accurate, or up-to-date. You should not rely on your provider to have any of this information.

3. To maintain confidentiality, you should not share your telehealth appointment links or other access points with anyone unauthorized to attend appointments. All existing confidentiality protections are equally applicable. Dissemination of any of your identifiable information from telehealth interactions will not occur without your consent.

4. You can withdraw consent for telehealth participation at any time without affecting the right to future care or treatment or risking the loss or withdrawal of any program benefits to which you would otherwise be entitled.

5. Client access to any medical information transmitted during a telemedicine consultation is guaranteed, and copies of this information can be provided.

6. During telehealth sessions you will not be in the same room as your provider.

7. Potential benefits of telehealth services include improved communication capabilities, convenient access to services, reduced costs, improved quality, better continuity of care, and reduction of lost work time and travel costs.

8. There are potential limits and risks to telehealth use, including interruptions, unauthorized access, and technical difficulties. Your provider will be unable to influence the relative physical privacy and security of the environment from which you participate in telehealth sessions, and their ability to make certain observations may be limited as well. Your provider or you can discontinue a telehealth session and/or move to a phone-based format if it is determined the videoconferencing connections are not adequate to facilitate the session.

9. You understand that in participating in telehealth services, certain digital security risks exist, and you are encouraged to only use devices belonging to you, private & secure internet connections, and to avoid using public Wi-Fi.

10. You are encouraged to disable all applications and/or notifications not needed for your appointment, including any voice assisted technologies and virtual personal assistants (e.g., Alexa, Hey Google, Siri, etc.) as these can create interruptions and risks to confidentiality based on having access to conversation occurring in session.

11. During telehealth sessions, you may not operate a moving vehicle or be engaged in other activities that may be potentially hazardous to yourself or others. This includes attending sessions while using and/or under the confirmed or suspected use of any substances (including tobacco or vape use) or alcohol. You understand that if it is suspected you are or may be under the influence of substances during session, the session will be cancelled and you will be asked to reschedule.

12. Telehealth sessions should be treated with the same consideration as in-person appointments. Other activities such as watching TV, cleaning, or using mobile devices for any non-therapy purposes are discouraged, and if posing significant challenges to engagement in telehealth appointments, may warrant discontinuation of telehealth services.

13. The recording of any audio or video of any session (telehealth or otherwise) by clients is strictly prohibited. This includes the use of “smart glasses” or other wearables or consumer devices that have recording capabilities of any sort.

14. You will need to provide confirmation of your physical location during each telehealth session. You are not allowed to participate in telehealth if physically located outside the permitted territories of your provider’s license(s). If your therapy provider has concerns about the setting from which you join a telehealth video session, your provider may require use of audio-only format (i.e., phone) for the remainder of the session and/or reschedule, due to immediate safety and/or treatment integrity considerations.

SOCIAL MEDIA POLICY  RFC social media policies are based on maintaining your confidentiality and preventing unhelpful boundary crossings from damaging the quality of services you receive. RFC is not responsible for RFC staff members' use of their own personal social media profiles. RFC staff are prohibited from maintaining any direct social media relationships (i.e., being “friends” or otherwise linked via direct profile-to-profile connectivity) with a client. RFC and/or RFC staff may additionally maintain professional social media profiles. These professional profiles provide a platform for RFC staff and RFC itself to communicate information related to practice news, mental-health-related statistics, tips, insights, and other general promotional content. Should clients connect with RFC staff members' professional social media profiles, RFC staff are not obligated to (and are advised not to) interact with clients within any social media platform in any way. Clients should be aware that social media platforms are neither secure nor confidential, and should refrain from sharing any sensitive information on such services, with RFC staff or otherwise. RFC staff are prohibited from communicating with clients on social media outlets due to potential data vulnerabilities and the unprofessional nature of such platforms.

NON-CLINICAL CONTACT OUTSIDE RFC  It is entirely possible that clients and RFC staff may run into each other in public coincidentally. This is a normal occurrence, and while it can seem awkward, can be easily managed. RFC staff are not permitted to approach and/or initiate contact with clients in public, to preserve confidentiality. Clients can approach RFC staff and initiate contact in public, which will allow the RFC staff member to interact with the client in the public space. However, RFC staff are not obligated to engage in conversation or introduce the client to others whom the RFC staff member may be with, and RFC staff are prohibited from discussing any clinically- or treatment-related issues in public.