YOUR INFORMATION. YOUR RIGHTS. OUR RESPONSIBILITIES. This notice explains how health information about you may be used and disclosed, how you may obtain access to information maintained by ReadyRide, and how to exercise your privacy rights. Please review it carefully.

Who This Notice Applies To

This notice applies to ReadyRide Services, Inc. (ReadyRide) and its workforce when ReadyRide arranges, coordinates, authorizes, provides, documents, or pays for non-emergency medical transportation and related services. ReadyRide may receive protected health information from you, your health plan or coordinated care organization, health care providers, transportation providers, caregivers, and others involved in your care or payment for services.

ReadyRide often performs services for health plans, coordinated care organizations, and health care providers. Depending on the service and the record involved, ReadyRide may act on behalf of one of those organizations. Some requests about records or privacy rights may therefore need to be handled by your health plan or provider. ReadyRide will tell you if your request must be directed elsewhere and, when appropriate, help route it.

The Information We Maintain

We may maintain information needed to determine transportation eligibility and coverage, schedule and coordinate trips, select an appropriate mode of transportation, protect rider safety, document services, respond to complaints or appeals, meet contractual and legal requirements, and operate our organization. This may include:

• Your name, contact information, date of birth, member identification number, and eligibility information.
• Pickup and destination addresses, appointment dates and times, provider or department information, and trip history.
• Information about mobility, accessibility, safety, attendants, service animals, or other accommodations needed for transportation.
• Limited information about the purpose of an appointment when needed to verify that transportation is covered, determine whether authorization is required, or arrange an appropriate and safe ride.
• Communications, call recordings when applicable, complaints, appeals, incident reports, reimbursement records, and other service documentation.

ReadyRide seeks only the information reasonably needed to perform its services. We do not need a complete medical history to schedule a ride.

Your Rights

When it comes to health information maintained by ReadyRide, you have the rights described below. Certain exceptions and verification requirements may apply.

Inspect or obtain a copy. You may ask to see or receive a paper or electronic copy of health information maintained by ReadyRide in a designated record set, if applicable. We generally will act on your request within 30 days and may charge a reasonable, cost-based fee when permitted by law.

Request a correction. You may ask us to correct information you believe is incorrect or incomplete. We may deny the request in certain circumstances, but we will explain a denial in writing, generally within 60 days.

Request confidential communications. You may ask us to contact you in a specific way or at a different address. We will accommodate reasonable requests and will honor a request when required to avoid endangering you.

Request restrictions. You may ask us not to use or disclose certain information for treatment, payment, or health care operations. We are not always required to agree. If we agree, we will follow the restriction except when disclosure is needed for emergency treatment or otherwise permitted by law.

Receive an accounting of disclosures. You may ask for a list of certain disclosures made during the six years before your request. The list will not include disclosures for treatment, payment, or health care operations and certain other disclosures excluded by law. One accounting in a 12-month period is free; a reasonable, cost-based fee may apply to additional requests.

Receive this notice. You may request a paper copy at any time, even if you agreed to receive it electronically.

Choose a personal representative. A person legally authorized to act for you may exercise your rights. We will verify that person’s authority before acting.

File a complaint. You may complain to ReadyRide or to the U.S. Department of Health and Human Services Office for Civil Rights if you believe your privacy rights were violated. ReadyRide will not retaliate against you for filing a complaint.

Your Choices

For certain disclosures, you may tell us your preference. When you have a clear preference, tell us what you want us to do. Subject to applicable law, you may direct us to:

• Share relevant information with family, friends, caregivers, or others involved in your care or payment for your care.
• Share information in a disaster-relief situation.

If you cannot tell us your preference, we may share information when we believe it is in your best interest or when needed to lessen a serious and imminent threat to health or safety.

We will obtain your written authorization before using or disclosing your information for purposes that require authorization, including most marketing, the sale of protected health information, and most uses or disclosures of psychotherapy notes. You may revoke an authorization in writing at any time, except to the extent we already relied on it.

How We May Use and Share Your Information

Arrange and manage transportation and care. We may use and share information with your health plan, providers, transportation providers, dispatchers, drivers, facilities, caregivers, and others as needed to determine eligibility, obtain authorization, coordinate appointments, provide safe transportation, or support continuity of care.

Obtain or make payment. We may use and share information to bill, reimburse, reconcile, or support payment for covered transportation and related services.

Operate our organization. We may use information for quality assurance, training, customer service, complaint and appeal review, auditing, accreditation, compliance, fraud prevention, safety, business planning, and other health care operations. We may contact you about a trip, service issue, or other matter related to the services we provide.

Work with service providers. We may disclose information to contractors and business associates that perform services for us. They must appropriately safeguard the information as required by law and contract.

Comply with law and oversight. We may disclose information when required by federal or state law, including to health oversight agencies and the U.S. Department of Health and Human Services for compliance activities.

Protect health and safety. We may disclose information for public health activities; to report suspected abuse, neglect, or domestic violence; or to prevent or reduce a serious threat to health or safety, when permitted or required by law.

Respond to government and legal requests. We may disclose information for workers’ compensation, law enforcement, correctional, military, national security, protective-service, court, administrative, or other lawful government purposes, subject to applicable conditions and limits.

Other permitted purposes. When legally permitted, we may disclose information for research, organ and tissue donation, or to coroners, medical examiners, and funeral directors. These situations are uncommon for ReadyRide.

Specially Protected Information

Some information is subject to greater protection under federal or Oregon law, including certain records involving substance use disorder treatment, mental health treatment, HIV/AIDS, genetic testing, reproductive health, and other sensitive services. ReadyRide will follow the law that provides the greater privacy protection.

To the extent ReadyRide receives substance use disorder patient records protected by 42 CFR Part 2, those records generally may not be used or disclosed in a civil, criminal, administrative, or legislative investigation or proceeding against the patient unless authorized by the patient’s written consent or as permitted by a qualifying court order and subpoena. A recipient of Part 2 records generally may not redisclose them except as permitted by 42 CFR Part 2.

Our Responsibilities

• We are required to maintain the privacy and security of protected health information entrusted to us and to follow applicable federal and state privacy laws and our contractual obligations.
• We will notify affected individuals as required by law if a breach occurs that may have compromised the privacy or security of their information.
• We will follow the duties and privacy practices described in the notice currently in effect.
• We will not use or disclose your information for a purpose not described in this notice unless you authorize it in writing or the law otherwise permits or requires it.

Changes to This Notice

ReadyRide may change this notice and may make the revised notice effective for information we already maintain as well as information we receive in the future. The current notice will be posted at www.readyrideservice.com and will be available upon request. The effective date will appear at the top of the notice.

Questions, Requests, or Complaints

Contact ReadyRide’s Privacy Officer to ask a question, exercise a privacy right, request a paper copy, or file a complaint:

Mail	Privacy Officer, ReadyRide Services, Inc. 114 Assembly Circle, Suite A Grants Pass, OR 97526
Telephone	(800) 479-7920 or (541) 479-7920
Fax	(541) 479-2989
Website	www.readyrideservice.com

You may also file a complaint with the U.S. Department of Health and Human Services, Office for Civil Rights, by visiting www.hhs.gov/hipaa/filing-a-complaint, calling 1-877-696-6775, or writing to 200 Independence Avenue, S.W., Washington, D.C. 20201.

ReadyRide will not retaliate against you for filing a complaint.