You have the right to keep your medical records confidential. That means that only people who need to see your records in order for you to get good health care will see them. A Notice of Privacy Practices (NOPP) is provided to you in this handbook. If you would like another copy of this information, call Member Services.
Health Information Privacy
We want you to know the things that HWLA does to keep health information about you and your family private. To keep health information about you and your family private, the HWLA Program:
Handles health information the same way, every time
Reviews the way health information is handled
Follows all laws about the privacy and confidentiality of health information
All HWLA staff members with access to your health information are trained on privacy and information security laws. They follow HWLA policies and procedures to protect conversations about you as well as written and electronic documents that contain protected health information about you. Employees even sign a note that promises they will keep all health information private. For example, employees are not allowed to speak about your information in elevators or hallways. Employees must also protect any written or electronic documents containing your health information across the organization. Employees have access only to the amount of information needed to do their job. HWLA computer systems protect your electronic health information at all times by using various levels of password protection and software technology. HWLA does not give out health information to anyone or any group that does not have a right to the information by law.
HWLA needs information about you so that we can give you good health care services. The routine collection, use and disclosure of your protected health information and other kinds of private information include:
Date of birth
Language you speak
Home or work telephone number
Employer and occupation
Whether you are married or single
HWLA does not have complete copies of your medical records. We may get this information only as needed from you or any of these other sources:
Your medical home
Your health records
Before HWLA gives your health information to someone else or another group, we need your approval in writing. However, there are times when we don’t have to get your approval in writing. This may happen when:
A court, arbitrator or similar agency needs your health information
A subpoena or search warrant is requested
A coroner needs your health information
A law requires us to provide your health information
Your health information is needed for treatment, payment or for health care operations
We may give your health information to another health facility to:
Make a diagnosis or give treatment
Make a payment for your health care
Review the quality of your health care
Sometimes, we may also give your health information to:
Groups who license health care providers
Organ donation groups
Federal or state agencies as required by law
Please note that we won’t tell anyone the results from any genetic testing.
If you have any questions, would like a printed copy of the NOPP mailed to you, would like to pick up a paper copy of the NOPP, or would like to know more about the privacy, information security and confidentiality of your health information, please call Member Services.
If you believe that your privacy has not been protected, you have the right to complain. You can file a grievance (complaint) by contacting HWLA Member Services or you can contact the Department of Health Care Services (DHCS) at 1-916-255-5259, TTY at 1-877-735-2929, or the U.S. Office of Civil Rights 1-866-627-7748, TTY 1-866-788-4989. These phone numbers are available to you 24 hours a day, seven (7) days a week. All calls are confidential. All calls are free except for 1-916-255-5259.
Protect Yourself From Identity Theft
Here are some steps you can take to help prevent your personal information from being stolen, also known as identity theft:
Protect your member ID card like you protect your bank or credit cards.
Take your ID card to your doctor’s appointment. Avoid speaking about your membership information, personal facts or saying your social security number out loud or to other people.
Don’t give out your personal information unless it is asked for by your doctor, medical home, hospital, or other medical staff.