Electronic Communications Consent Policy | Complete Health Wellness Group

Your Communication Preferences Matter to Us

We respect your time and your choices about how we contact you. This policy explains our communication practices and your rights.

Effective Date: November 29, 2024 | Last Updated: November 29, 2024

Introduction and Purpose
Types of Communications
How We Obtain Consent
Your Opt-Out Rights
Client-Specific Communications
Third-Party Platforms
Communication Frequency
Message and Data Rates
Communications About Minors
Recording and Monitoring
Changes to This Policy
Questions and Contact
Summary of Your Rights

1. Introduction and Purpose

Complete Health Wellness Group LLC is committed to communicating with you in respectful, secure, and compliant ways. This Electronic Communications Consent Policy explains how we communicate with website visitors, prospective clients, and current clients through phone calls, text messages (SMS), and email.

We believe that consent is important. You should know what types of communications you may receive from us, and you should have control over how we contact you.

This Policy Applies To

Website visitors who submit contact forms or inquiries
Prospective clients who contact us about services
Current therapy clients
Newsletter subscribers
Anyone who provides contact information to our practice

Legal Framework

Our communication practices comply with:

Telephone Consumer Protection Act (TCPA) - Regulations for phone and text communications
CAN-SPAM Act - Regulations for commercial email
HIPAA - Protection of health information in communications with clients
FCC Regulations - Federal Communications Commission requirements
Applicable state laws - Including Maryland communication regulations

2. Types of Communications

A. Telephone Calls

Types of calls we may make:

Returning calls to prospective clients who have contacted us
Appointment scheduling and confirmation
Appointment reminders
Follow-up on intake paperwork
Billing and payment-related calls
Calls related to your care coordination (for clients)
Responses to your inquiries

What we do NOT do with phone calls:

We do NOT use automated dialing systems for marketing
We do NOT make unsolicited telemarketing calls
We do NOT sell your phone number to third parties
We do NOT make pre-recorded marketing calls without consent

B. Text Messages (SMS/MMS)

Types of texts we may send (with your consent):

Appointment reminders
Appointment confirmations
Scheduling communications
Intake and paperwork reminders
Practice updates (office closures, etc.)
Responses to text inquiries you initiate

Important Limitations for Text Messages:

Text messages are NOT secure and should NOT be used for clinical or therapeutic communication
Do NOT text sensitive health information to us
Do NOT use text for emergencies - call 911 or 988 (crisis line) instead
Standard message and data rates from your carrier may apply

What we do NOT do with text messages:

We do NOT send marketing or promotional texts without explicit consent
We do NOT send automated texts without proper consent
We do NOT share your phone number for third-party marketing

C. Email Communications

Transactional/Relationship Emails (do not require separate marketing consent):

Responses to your inquiries
Appointment confirmations
Intake paperwork and instructions
Billing statements and payment confirmations
Practice notifications (closures, policy changes)
Information you specifically requested

Marketing/Newsletter Emails (require opt-in consent):

Practice newsletters
Mental health educational content
Announcements about new services
Blog post notifications

Email Security Notice: Standard email is NOT a fully secure communication method. Emails may be intercepted by third parties. Do NOT send sensitive health information via standard email. Current clients should use our secure patient portal for confidential communications when available.

A. Phone Calls (Returning Your Call)

When you provide your phone number and request we contact you, you consent to receive calls at that number
By calling us, you consent to our returning your call
By submitting a contact form with your phone number, you consent to receive a call in response

B. Text Messages

Explicit opt-in consent is required for text messages. We obtain consent through:

Checking a consent box on intake forms
Responding affirmatively to a consent request
Explicitly requesting text communication

When you consent, you will be informed of:

What types of texts you will receive
Approximate frequency of messages
How to opt out
That standard message and data rates may apply

"By providing your mobile phone number and checking this box, you consent to receive text messages from Complete Health Wellness Group LLC regarding appointment reminders, scheduling, and practice updates. Message frequency varies. Standard message and data rates may apply. Reply STOP to opt out at any time."

C. Marketing Emails

Explicit opt-in consent is required for marketing and newsletter emails. We obtain consent through:

Subscribing to our newsletter
Checking a consent box indicating desire to receive updates
Explicitly requesting to be added to our mailing list

Note: We do NOT use pre-checked boxes for marketing consent. Your consent for marketing emails is separate from other agreements.

D. Transactional Emails

Transactional emails related to services you request do not require separate marketing consent. By requesting services or information, you consent to receive related transactional communications.

4. Your Opt-Out Rights (Consent Choices)

You Have the Right To:

Decline to provide consent for any communication type
Withdraw consent at any time
Opt out of specific channels while staying opted in to others
Request changes to how we contact you

Opting Out Will NOT:

Affect the quality of services you receive
Result in discrimination or different treatment
Prevent you from receiving essential communications about your care

A. How to Opt Out of Text Messages

Reply STOP to any text message from us - processed immediately

Call us at (443) 367-1333 and request removal from text list

Email us at contact@chwellnessgroup.com with subject line "Text Opt-Out"

Tell us in person - Notify your therapist or our office staff

Processing Time: STOP requests are processed immediately. You may receive one confirmation message acknowledging your opt-out. Allow up to 10 business days for all systems to be updated.

Re-Subscribing: If you change your mind, reply START to a previous message from us, or contact our office to re-enroll in text communications.

B. How to Opt Out of Marketing Emails

Click "Unsubscribe" link at the bottom of any marketing email

Email us at contact@chwellnessgroup.com with subject line "Unsubscribe"

Call us at (443) 367-1333 and request removal from email list

Processing Time: Unsubscribe requests are processed within 10 business days as required by the CAN-SPAM Act. You may receive emails already in queue during the processing period.

Note: Opting out of marketing emails does NOT opt you out of transactional emails related to services. You will still receive appointment confirmations, billing information, and important practice notices.

C. How to Opt Out of Phone Calls

Contact us to request your preferred communication method. We will honor reasonable requests to limit phone contact. Note that some communications may be necessary for providing services (such as appointment reminders or billing matters).

5. Client-Specific Communications

If you are a current therapy client, additional considerations apply to our communications with you.

HIPAA and Confidentiality

Communications with current clients may contain Protected Health Information (PHI)
PHI is governed by HIPAA and our Notice of Privacy Practices
We take precautions to protect your privacy in all communications

Confidential Communications Request

You have the right to request that we communicate with you in specific ways:

You may request we contact you only at certain phone numbers or addresses
You may request we use specific communication methods
Discuss your communication preferences with your therapist or our intake staff

Limitations of Electronic Communication

Standard email and text are NOT fully secure methods of communication
We recommend using secure communication methods for sensitive information
Your therapist will discuss communication preferences and boundaries with you

Emergency Communications: Our electronic communications are NOT for emergencies. Do not text, email, or leave voicemail for urgent matters. In an emergency, call 911 or the 988 Suicide & Crisis Lifeline.

6. Third-Party Communication Platforms

We may use third-party platforms to facilitate communications:

Practice Management System

Our HIPAA-compliant practice management system may send automated appointment reminders and notifications. You can adjust your preferences within the patient portal or by contacting our office.

Email Service Providers

We may use email marketing platforms for newsletter distribution. These platforms have their own privacy policies, which are available upon request.

Our Commitments Regarding Third Parties

We only use platforms that meet our privacy and security standards
For platforms handling PHI, we have Business Associate Agreements in place
We do NOT sell your contact information to third parties

7. Communication Frequency

Text Messages

Message frequency varies based on your appointment schedule and needs. Typically:

1-3 messages per appointment (confirmation, reminder, follow-up if needed)
Occasional practice updates (office closures, policy changes)

Marketing Emails

Newsletters are sent periodically (typically monthly or less)
We do not send excessive marketing emails
You control your subscription

Phone Calls

Only as needed for scheduling, care coordination, or responding to your inquiries
We respect your time and do not make unnecessary calls

8. Message and Data Rates

Cost Notice: Standard message and data rates from your mobile carrier may apply to text messages. We do not charge you for sending text messages, but your carrier may. Contact your mobile provider for information about your plan. If cost is a concern, you may opt out of text messages and choose alternative communication methods.

9. Communications Regarding Minor Clients

Communications about minor clients are generally directed to the parent or legal guardian
Parent or guardian provides consent for communications
Teens age 16 and older may have additional communication preferences per Maryland law
Communication preferences are discussed during the intake process

10. Recording and Monitoring

We do not routinely record phone calls. If calls are recorded for quality assurance or training purposes in the future, you will be notified at the start of the call and given the opportunity to decline recording.

11. Changes to This Policy

We may update this policy as our practices or regulations change. Material changes will be communicated via email or website notice. The current version is always available on our website with the "Last Updated" date shown at the top of this page.

12. Questions and Contact Information

For Questions About This Policy

Email: contact@chwellnessgroup.com
Phone: (443) 367-1333
Mail:
Complete Health Wellness Group LLC
815 Ritchie Highway, Suite 205
Severna Park, MD 21146

For Communication Preference Changes

Current clients: Contact your therapist or our office staff
Prospective clients: Contact us using the information above
Newsletter subscribers: Use the unsubscribe link or contact us

For Complaints

If you believe you have received communications in violation of this policy or applicable laws, please contact us immediately. You may also file complaints with:

Federal Communications Commission (FCC): www.fcc.gov/consumers/guides/filing-informal-complaint
Federal Trade Commission (FTC): www.ftc.gov/complaint

13. Summary of Your Rights

Quick Reference - Opt-Out Methods

Communication Type	How to Opt Out	Processing Time
Text Messages	Reply STOP, call, or email us	Immediate
Marketing Emails	Click Unsubscribe link or contact us	Up to 10 days
Phone Calls	Request preferred contact method	Honored promptly