Information Collection, Use, and Disclosure
As PAF provides assistance through its case management programs, MedCareLines, and/or financial support programs (collectively “PAF programs”), PAF collects from patients certain individually identifiable information, including protected health information (collectively “personal information”), such as but not limited to contact information and demographics, health insurance and other benefit information, financial status, medical information, and employment information.
It is the policy of Patient Advocate Foundation that patients’ individually identifiable information, including protected health information, collected from patients, or their authorized representatives, in the course of PAF providing assistance through its case management programs, MedCareLines, and/or financial support programs, may only be used after authorization by patients, or their representatives, as follows:
1. By PAF and its representatives to provide services and support to patients seeking assistance from and enrolled in PAF programs, including those administered by PAF as a service provider, in order to respond to applications for assistance and/or resolve issues presented by patients seeking assistance from PAF. Representatives may include PAF employees, both permanent and temporary, directors, officers, PAF legal counsel, and contracted third party service provider organizations.
2. In PAF Case Management programs as described in
a. Patient Advocate Foundation Representation Authorization linked here
b. Patient Advocate Foundation Case Management Program Disclaimer linked here
3. In PAF MedCareLine programs in the program disclaimer for each program listed and linked here
4. In the PAF Co-Pay Relief Program Disclaimer linked here
5. In the PAF Financial Aid Fund Program Disclaimer linked here and for individual financial aid funds listed and linked at the bottom of that same page
Share Your Story
Upon completion of service delivery to a patient through a PAF program the patient may be invited to Share Your Story. This is a voluntary opportunity offered to each patient and has no bearing on delivery of services to a patient through PAF programs. Personal information is collected through Satisfaction Evaluation with an option to Share Your Story specifically to be publicly shared and demonstrate program impact for patients and their families. Only stories, and personal information, of patients who have provided authorization to PAF are shared publicly. Information on Share Your Story is linked here.
Periodically, PAF conducts follow-up with patients served by PAF programs to ask them questions about the services they received both from PAF and from their medical and insurance providers. These responses help PAF understand what matters to the patients we assist, enabling us to serve as an effective voice for change in the health care system. Voluntary survey participation has no bearing on delivery of services to a patient through PAF programs. Survey responses are aggregated for the purposes of public reporting and no personal information is shared publicly. Information on Surveys is linked here.
Media Release Form
Certain patients may be contacted by PAF in reference to participation in public appearances, media interviews, and other outreach activities. These voluntary activities have no bearing on delivery of services to patients through PAF programs. Before participating in such activities, patients must complete a media release form. Only patients who have provided authorization to PAF to share their personal information publicly will be engaged in media events and opportunities.
Information Ownership and Sharing
PAF is the sole owner of the personal information collected through PAF programs, except in certain programs where PAF serves as an administrator for another organization’s program. PAF collects information that patients voluntarily provide or that is given to us by patients’ authorized representatives and providers, including but not limited to family members, caregivers, guardians, medical providers, pharmacies, health care facilities, diagnostic laboratories, medical equipment providers, health and welfare benefit plans, and employers. PAF will not sell or rent patients’ individually identifiable information, including protected health information, to anyone.
PAF will use personal information to respond to patients and their representatives to resolve issues presented by and/or for patients and to facilitate applications for assistance initiated by and/or for patients by their authorized representatives. PAF will not share personal information with any third party outside of the organization other than as necessary to resolve issues presented by the patients, to process an application for assistance, to process a claim being made against a financial award that has been provided, required by a partnering organization for certain PAF programs or as is required by law. The patient, or the authorized representative, is notified of these disclosure practices via written program disclaimer that is provided via mail, email and/or published on the PAF websites.
PAF follows appropriate security measures that meet industry standards to protect data stored on its secure network. This includes but is not limited to the use of encrypted platforms, securing connectivity to its websites, and restricting non-secure methods of data transfer. PAF actively maintains and reviews policies detailing the governance of its technology environment and access to its systems and data. All data are further protected through the use of enterprise-grade firewalls, anti-virus software, and malware protections to aid in the prevention and detection of potential non-secure or malicious intrusion.
Access to and Updates of Your Information
Patients may request a printed copy of their personal information that is electronically stored at PAF and/or provide updates to their personal information by contacting us via email firstname.lastname@example.org, by calling 757-952-0589, or by writing to Patient Advocate Foundation, Attn: Patient Privacy, 421 Butler Farm Rd, Hampton, VA 23666. PAF does not delete entire patient records that are electronically stored upon request.
Opt Out of Future Contacts
Patients may opt out of any future contacts from PAF at any time. To do so, contact us via email email@example.com, by calling 757-952-0589, or by writing to Patient Advocate Foundation, Attn: Patient Privacy, 421 Butler Farm Rd, Hampton, VA 23666.
Printed Copy of this Policy
To request a printed copy of this policy, any PAF authorization form, or any PAF program disclaimer, contact us via email firstname.lastname@example.org, by calling 757-952-0589, or by writing to Patient Advocate Foundation, Attn: Patient Privacy, 421 Butler Farm Rd, Hampton, VA 23666.
Questions or Concerns
Concerns about PAF’s use of individually identifiable information may be expressed to the PAF employee with whom the patient is communicating to and/or working with for assistance or, via email email@example.com by calling 757-952-0589, or by writing to Patient Advocate Foundation, Attn: Patient Privacy, 421 Butler Farm Rd, Hampton, VA 23666.