OHC Medical Supply & DME PRIVACY POLICY

Introduction

OHC Medical Supply provides durable medical equipment (DME) and home medical supplies 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 medical equipment and healthcare supply 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 our website collects like IP address, browser type, and how you use our site.

How We Use Your Information

We use your information to:

• 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 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 Medical Supply & DME, you agree to receive communications from us through:

• Phone calls (including automated/AI powered calls)
• Emails
• Text messages (SMS/MMS)

Any Other Communication Method We Use

We may contact you about:

• DME delivery scheduling and confirmations
• Equipment maintenance and supply orders
• 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 text messages at any time by texting STOP to any text message.

You may also contact us by:

Calling us at
800-674-4440

Emailing
info@ohcmedicalsupply.com

Clicking unsubscribe in any email.

Important: If you opt out, we may still need to contact you about essential equipment 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
• DME Accreditation Organizations – for quality and compliance audits
• Labs & Diagnostic Services – when ordered by your provider

Service Providers (Business Associates)

• Delivery Partners – Licensed providers who deliver 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 Retail AI, Lifeline, 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 shared your information
• File a Complaint – report privacy concerns without retaliation

To exercise these rights, contact us at:

800-674-4440
info@ohcmedicalsupply.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).

Equipment Returns

Returned equipment is securely cleaned and processed.

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 partners agree to HIPAA standards.

Regular Audits

We monitor systems for security threats.

Physical Security

Secure storage for equipment and paper records.

Data Disposal

Shredding and secure data wiping when records are destroyed.

Data Retention

We keep your records as required by law.

• Equipment 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 service
• Equipment Maintenance Logs: Duration of equipment use plus 7 years
• Billing Records: Up to 7 years for tax and legal purposes

After the retention 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
• 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 Medical Supply

Phone: 800-674-4440
Email: info@ohcmedicalsupply.com
Website: ohcmedicalsupply.com

Filing a Complaint

If you believe your privacy rights have been violated, you can file a complaint with:

OHC Medical Supply

Email: info@ohcmedicalsupply.com
Phone: 800-674-4440

or

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 Medical Supply & DME services, you acknowledge that you have read and understood this Privacy Policy.