Patient Portal Information on Privacy and General Usage

Family Care Network is committed to preserving your privacy and developing technology that gives you the most powerful and safe online experience. This Statement of Privacy applies to the Family Care Network patient portal website and governs data collection and usage. By using the Family Care Network patient portal, you consent to the data practices described in this statement.
 
What are the benefits of signing up for the Family Care Network patient portal?
 
Family Care Network's patient portal offers secure, online access to portions of your health information record to help manage and receive information about your health.  
 
You can:
  • View your medication and allergy list
  • View your prescriptions
  • View billing and payment information
  • Pay your bill online
  • Request medical appointments
  • Communicate electronically and securely with your health care provider regarding routine non-urgent medical concerns. If you have an urgent or new concern, call your provider’s office directly to schedule an appointment.
Will Family Care Network share my information with anyone? 
 
Family Care Network will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to:
  • Conform to the edicts of the law or comply with legal process served on Family Care Network or the portal site. Under certain circumstances, state and federal laws require disclosure of protected health information.
  • Protect and defend the rights or property of Family Care Network's patient portal. 
  • Act under urgent circumstances to protect the personal safety of users of Family Care Network's patient portal, or the public.
Who has access to view my account? 
 
Only employees and providers of Family Care Network have access to view your account. You control who has access to your portal password and log in information. It is important to keep this information secure. The guarantor on your account will be able to view the visit diagnosis and procedure information in your account. Call the FCN Patient Accounts Department if you have questions about your guarantor, (360) 318-8800 or (866) 494-4414.
 
How does the Family Care Network patient portal Bill Pay work? : 
 
The process to make a payment or view your balance is user friendly and meets the request of our patients for an efficient online method for paying their bills. Simply follow the directions to make a payment through the portal.  
 
Keep in mind that patient billing information automatically links through the guarantor ID. Anything that can be viewed by a patient on their statement is available to be viewed electronically by the guarantor. This is important to be aware of, and may be a determining factor for you prior to setting up an online account. If you have questions about the guarantor listed on your account, call the FCN Patient Accounts Department at (360) 318-8800 or (866) 494-4414.
 
How are accounts set up? 
 
Patient and family accounts are controlled and set up by Family Care Network staff. We allow our staff to set up family accounts for children under 13 years of age.   
 
What is the difference between a family account and an individual patient portal account?
 
A family account allows multiple accounts to be linked together so they can be more easily managed together, by the patient(s).
  • A person can be a part of a family account without being a patient. For example, a mother, who is not a patient at Family Care Network, can have a family account created for her children who are patients (if the children are younger than 13).
  • All members in a family account may view the information of each other.  
  • Due to HIPAA rules and regulations we are not able to offer the family account option for patients between the ages of 13-17. 
An individual account allows the patient to view and manage their own information. An individual account also allows the patient to manage the billing and payment information for other accounts where they are listed as the guarantor. 
 
Who may access my portal account?
 
Each patient portal account is unique, with a unique log in (user id) and a unique password that the patient or guarantor selects. It is your responsibility to ensure that your password is not shared or inadvertently disclosed. Using a complex password is also essential to minimize the risk of hacking by an outside party.  
 
Why does Family Care Network not allow minors age 13 to 17 to have a patient portal account? 
 
In Washington State, a minor has the right to consent to release certain information that is in their record. However, it is not possible to block sensitive information in the patient portal record, so no medical record access will be granted to parents with a child 13 years and older. The parent may request paper copies for a child age 13 to17 through a release of information request. These records will be sent to the parent(s), excluding any sensitive information. Sensitive information may include (per the minor’s request): 
  • Substance abuse
  • Mental health care (age 14 and above)
  • Pregnancy (no age limit)
  • Sexually transmitted diseases (STDs)
  • HIV/AIDs
Sensitive information may only be released to the parent(s) of minors between the ages of 13 and 17 if the minor signs a release, and with the approval of the primary care provider.
 
What is your privacy policy?
 
Our medical record system is fully compliant with federal and state laws pertaining to your privacy. As new features are added we will update information in our Notice of Privacy Policy on our website. 
 
Collection of your personal information: 
  • Family Care Network's patient portal collects personally identifiable information, such as your e-mail address, name, home or work address, and telephone number.  
  • There is also information about your computer hardware and software that is automatically collected when you use the portal. This information can include: your IP address, browser type, domain names, access times, and referring website addresses. This information is used by Family Care Network for the operation of the portal service, to maintain quality of the service, and to provide general statistics regarding use of the Family Care Network's patient portal website.  
  • Family Care Network encourages you to review our privacy statements. Family Care Network is not responsible for the privacy statements of, or other content on web sites outside the Family Care Network patient portal and Family Care Network website.
Changes to Notice of Privacy Statement and the patient portal process:
  • Family Care Network’s patient portal will occasionally update this Statement of Privacy to reflect changes in company policy and procedure as well as customer feedback. We reserve the right to make the revised or changed notice effective for medical information we already have as well as any information we receive in the future. Family Care Network encourages you to periodically review this Statement to be informed of how Family Care Network is protecting your information
Is my online medical record secure?
 
Yes. We take great care to ensure your health information is kept private and secure. Family Care Network secures your personal information from unauthorized access, use or disclosure on computer servers in a controlled, secure environment. When personal information (such as a credit card number) is transmitted to other websites, it is protected through the use of encryption, such as the Secure Socket Layer (SSL) protocol.
 
How does Family Care Network use my personal information? 
 
Family Care Network collects and uses your personal information to operate the Family Care Network patient portal, to validate and track communication and access of your personal health information, for future health information exchanges which we will notify our patients regarding, for access to certain health care data, as well as providing access regarding billing and payment information. We may also use this information and the portal to contact you with appointment reminders, health care preventive screening recommendations, surveys, or a new service that may be offered. 
 
If I send a message to my provider’s office, how long will it take to get a response?
 
Secure messaging to a provider may take 1-3 business days for a response, depending on the day you send the message and the provider’s work schedule. We request that only routine, non-urgent questions be sent through the portal. If you have new or worsening symptoms that require medical intervention or treatment in a timely manner, please call the office directly and as soon as possible.   
 
If you are having an emergency, call 911.
 
What are my rights regarding my health information?
 
Although your health information is part of our business record, you have certain rights to your information under Washington State law and federal privacy laws. Please see our Notice of Privacy Practices.
 
You have a right to:
  • Inspect and obtain a copy of your health record. You may fill out a medical record release form at your provider’s office.
  • Amend your health record if we created it and agree that it is either wrong or incomplete, or you may add a statement of disagreement to your health record if we do not agree to make the amendment;
  • Obtain a report of certain disclosures of your health information;
  • Request a restriction of uses and disclosures we would otherwise be legally permitted to make (although we may determine it is too burdensome to comply);
  • Revoke any written authorization to use or disclose health information, except to the extent that we have already acted; unless allowed or required to do so by law;
  • Request us to contact you by alternative means or at alternative locations.
We are required to:
  • Maintain the privacy of your health information;
  • Provide you with a notice that informs you of our legal duties and privacy practices with respect to the information we collect and maintain about you;
  • Abide by the terms of the notice currently in effect;
  • Notify you in writing if we are unable to permit you to access a part or all of your record, or if we are unable to agree to an amendment you request;
  • Allow you to appeal certain access restrictions;
  • Accommodate reasonable requests you may have to communicate health information by alternative means or at alternative locations.
What should I do if I notice that something is not correct or if I need to make a change to the information I see in the portal? 
 
Any information posted in the portal is directly from your Family Care Network medical record at your provider’s office. You may send a secure web message to your provider, however if the change is something that may impact their treatment or evaluation of your health status it must go through a review process.