Privacy Policy for SMS/Text Messaging Communications

We may collect and maintain the following categories of information when you communicate with us or consent to receive text messages:

• Full name and mobile phone number
• Email address
• Appointment and scheduling information
• Communication preferences
• Insurance-related administrative information
• Device and wireless carrier information
• Message interaction data (e.g., delivery status, opt-out records)
• Any information voluntarily provided through text messaging or communication platforms
• Limited protected health information (PHI) necessary for appointment coordination, treatment reminders, billing communications, or other healthcare operations as permitted under HIPAA

We do not intentionally collect sensitive information beyond what is reasonably necessary for healthcare communications and practice operations.

Aiea Pearl City Dental Care LLP currently utilizes CareStack and VoiceStack communication systems for patient communications and operational messaging. Certain communications may involve automated workflows, two-way texting functionality, AI-assisted communication technologies, or future AI-enabled communication tools integrated into practice operations.

Current SMS communications may include:

• Appointment reminders and confirmations
• Recall and continuing care reminders
• Antibiotic premedication reminders
• Post-operative follow-up messages
• Day-of scheduling changes
• Billing or administrative communications
• Two-way patient communications initiated by either the patient or the office

At this time, Aiea Pearl City Dental Care LLP does not use SMS text messaging for promotional marketing campaigns, newsletters, or mass advertising communications.

We may use your information for the following purposes:

• Appointment confirmations and reminders
• Recall and continuing care reminders
• Billing notifications and payment reminders
• Insurance-related administrative communications
• Customer service and patient support
• Practice operational communications
• Two-way patient communication
• Security and fraud prevention
• Compliance with legal and regulatory obligations
• Internal recordkeeping and quality improvement

Text messaging communications are intended primarily for healthcare-related operational purposes and not for unsolicited marketing.

By voluntarily providing your mobile phone number and opting into SMS communications, you expressly consent to receive text messages from Aiea Pearl City Dental Care LLP for the purposes described in this Privacy Policy.

Consent may be obtained through any of the following methods:

• Patient registration forms (paper or electronic)
• Online scheduling or intake forms
• Verbal consent documented by authorized staff
• Website opt-in forms
• SMS keyword enrollment
• Other legally permissible consent methods

Message frequency may vary depending on your relationship with our office, appointment activity, treatment status, billing matters, and communication preferences. You may receive recurring messages related to upcoming appointments, continuing care reminders, billing matters, administrative notifications, and customer service communications.

Message and data rates may apply depending on your wireless carrier plan. Patients are solely responsible for any charges imposed by their wireless carrier in connection with SMS communications from this office.

You may opt out of SMS communications at any time by:

• Replying STOP to any text message you receive from us
• Contacting our office directly by phone or in person
• Submitting a written request to opt out

Following your opt-out request, you may receive a single final confirmation message. Opting out of SMS communications will not affect your right to receive dental care or services from this practice. For assistance, reply HELP to any text message or contact our office directly.

As a HIPAA-covered healthcare provider, we maintain administrative, technical, and physical safeguards designed to protect protected health information (PHI) in accordance with HIPAA, HITECH, and applicable state law.

• Message previews visible on lock screens or shared/family devices
• Interception through wireless carrier systems or third-party applications
• Unauthorized access resulting from loss, theft, or compromise of your mobile device
• Device settings or notification configurations outside the control of this office

You further acknowledge that when you initiate two-way communications with our office via SMS, you may voluntarily transmit PHI, including appointment reasons, treatment discussions, cost estimates, medications, or other health-related information.

We will make reasonable efforts to minimize the transmission of sensitive health information via SMS. For a complete description of our healthcare privacy practices, you may request a copy of our HIPAA Notice of Privacy Practices from our office at any time.

We may disclose information to the following categories of recipients:

• Authorized employees and workforce members
• Dentists and healthcare providers involved in your care
• Business associates and vendors performing services on our behalf
• SMS platform providers and communication technology vendors
• Insurance companies and healthcare payors
• Government agencies or regulators, as required by law
• Law enforcement authorities, as required or permitted by law
• Professional advisors, including attorneys, auditors, and insurers
• Successors or assigns in connection with a merger, acquisition, restructuring, or sale of practice assets

We retain communication records and related information for as long as reasonably necessary to: provide healthcare services; comply with HIPAA and applicable Hawaii record retention requirements; resolve disputes; enforce agreements; and maintain required business and legal records. Retention periods may vary based on applicable legal requirements and the nature of the records.

We implement reasonable administrative, technical, and physical safeguards designed to protect personal information and PHI, including:

• Access controls and authentication procedures
• Workforce training and awareness programs
• Secure vendor management and contractual obligations
• Administrative safeguards consistent with HIPAA requirements
• Technical safeguards for electronic PHI systems
• Physical security measures for office systems and devices

Despite the implementation of reasonable safeguards, no communication system or electronic transmission method can be guaranteed to be completely secure. We are not responsible for security breaches that result from the inherent limitations of the SMS medium or from factors outside our reasonable control.

We do not knowingly collect information directly from children under the age of 13 without appropriate parental or legal guardian involvement and consent. Parents or legal guardians may provide consent for and manage communications on behalf of minor patients.

Residents of Hawaii may have additional rights and protections under applicable Hawaii law, including but not limited to provisions related to consumer protection, unfair or deceptive trade practices, healthcare information confidentiality (including Hawaii Revised Statutes Chapter 323C), and electronic communications. Nothing in this Privacy Policy is intended to limit any rights provided to you under applicable Hawaii or federal law.

We may utilize third-party service providers in connection with SMS communications and practice operations. Current known providers may include:

• CareStack / Good Methods Global, Inc. (practice management and communication platform)
• VoiceStack (communication platform)
• Cloud-based SMS delivery and communication management systems
• Cloud storage, billing, payment processing, and information technology support vendors

Such providers may have access to limited information necessary to perform services on our behalf and may be contractually required to protect such information in accordance with applicable law and our agreements with them.

SMS delivery depends on effective transmission by your mobile carrier and applicable third-party service providers. We are not responsible for delayed or undelivered messages resulting from wireless carrier systems, network conditions, or other factors outside our reasonable control.

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, AIEA PEARL CITY DENTAL CARE LLP AND ITS PARTNERS, DENTISTS, EMPLOYEES, CONTRACTORS, AGENTS, AFFILIATES, SUCCESSORS, ASSIGNS, AND VENDORS SHALL NOT BE LIABLE FOR:

• Delayed or undelivered messages
• Unauthorized access to SMS communications
• Wireless carrier transmission failures or network outages
• Technical malfunctions or service interruptions
• Data loss arising from the use of SMS communications
• Any indirect, incidental, consequential, special, exemplary, punitive, or other damages arising from or related to SMS communications, whether based on contract, tort, statute, or any other legal theory

Some jurisdictions do not allow the exclusion of certain damages; accordingly, some of the above limitations may not apply to you.

We reserve the right to modify this Privacy Policy at any time, including modifications related to evolving AI-assisted communication technologies, automated workflows, or future communication systems adopted by the practice. Material changes will be communicated through our website or other appropriate means. Continued use of our SMS communication services after any modifications become effective constitutes your acceptance of the revised Privacy Policy.

If you have any questions about this Privacy Policy or our SMS communication practices, please contact us: