Privacy Policy and Terms and Conditions of Use

Last Revised: November, 2021

Thanks for visiting our website. Orlando Health appreciates your interest in our company and health care facilities. Our Privacy Policy, including the Terms and Conditions of Use, applies to all websites and online services of Orlando Health, including OrlandoHealth.com (the “Website”), any other website on which this policy is posted or referenced by Orlando Health and/or its affiliates (any “Other Website”), and any Orlando Health mobile application (an “App”).

The Website, Other Websites, and the App will be referred to in this policy individually and collectively as the “Digital Platform.” Please remember that your use of the Digital Platform, in any capacity or in any manner, is your acceptance of this Privacy Policy and the Terms and Conditions of Use.

The Privacy Policy and Terms and Conditions of Use describe our use or disclosure of anonymous or personally identifiable information collected on or through our Digital Platform. This Privacy Policy and Terms and Conditions of Use does not apply to personally identifiable information received or created by Orlando Health from any of the following Orlando Health services:

• Employment Opportunities. Online search and application for employment opportunities at Orlando Health, other than physician career opportunities are provided by a third-party website operator and subject to a separate privacy policy. If you wish to review the privacy policy which applies to online employment search and application, please see this Orlando Health Careers webpage.
• Patient Care Services. Information you provide to an Orlando Health facility, physician practice, or online service through the Digital Platform, while being treated as a patient, is considered “protected health information” under the Health Insurance Portability and Accountability Act and its attendant regulations (“HIPAA”) and is subject to our “Orlando Health” Notice of Privacy Practices.

I. Privacy Policy

This Privacy Policy outlines how we may use, disclose, maintain, and protect anonymous and personally identifiable information you may give us through your use of our Digital Platform.

What information do we receive and how do we use it?

Anonymous Information: Log Files

Anonymous information refers to information that cannot be tied to a specific individual. This information includes internet protocol (IP) addresses, browser type, internet service provider (ISP), referring/exit pages, operating system, date/time stamp and click stream data. All anonymous information we collect through our Digital Platform is collected when your device accesses our Digital Platform. For example, when you surf the Internet, your web browser automatically transmits information about your preferences to our server every time you visit our Digital Platform, including your IP address. An IP address is a number that is assigned to your device when you access the Internet. Please note that although such information is not always personally identifiable, it is sometimes possible to determine a visitor's Internet Service Provider and the geographic location of his or her point of connectivity from an IP address. We may combine your IP address with other or advertisements or other materials to you based on your preferences, interests and attributes as described below.

The anonymous information we collect through your usage of our Digital Platform is used in aggregate form to help us monitor audience size, measure traffic patterns and identify popular services and information within our Digital Platform. We use this information to improve our services to you, and others, and to develop improved services based on user interests, behavior and demographics.

Anonymous Information: Web Beacons and Cookies

We may also collect anonymous information through the use of “web beacons” and “cookies.”

A web beacon is a small transparent image placed on a website that may track visits to a particular page. We, and some of our third-party service providers, use web beacons to collect information to support our reporting software.

A cookie is a small text file that contains a unique identification number that is sent from our server and stored on your device’s storage through your web browser when you visit our Digital Platform for the first time. We use cookies to recognize your device whenever you visit our Digital Platform through the unique identification number assigned to the cookie; this information is stored to help facilitate your use of our Digital Platform the next time you visit. We use two types of cookies:

1. First-party cookies – Orlando Health uses first-party cookies to verify users within the Digital Platform.
2. Third-party cookies – Our Digital Platform uses third-party cookies from service providers such as Google Analytics for the following purposes:
   • to anonymously record the time of your first visit to the Digital Platform, the time of your most recent visit to the Digital Platform and the time of your current visit to the Digital Platform;
   • to anonymously record which page(s) you visit on the Digital Platform;
   • to anonymously record how long you stayed on the Digital Platform; and
   • to record how you located our Digital Platform (i.e. Google search, keyword, link from other page etc.).

We only share the information obtained through the use of Google Analytics with Google. For more information on Google's use of your information, please see Types of Cookies Used by Google.

The cookies Orlando Health uses for these purposes do not track your Internet usage after leaving our Digital Platform and do not store your personal information.

If you wish to find out how to prevent your browser or device from accepting new cookies or web beacons, how to disable cookies or web beacons altogether and how to monitor when you receive a new cookie or web beacon, you may wish to check the "help" feature of your web browser or visit All About Cookies. You may adjust your browser to prompt you before it allows a website to place a cookie on your device or to exclude cookies altogether. Please note that refusing or disabling cookies from our Digital Platform may prevent you from accessing certain parts of our Digital Platform.

Personally Identifiable Information

Personally identifiable information is information that can be used to identify you, such as your name, address, age, etc. In many cases, we ask for this information to provide the personalized services you wish to use. The amount of personally identifiable information that we know about you is entirely up to you to decide. We will only know personally identifiable information about you if you choose to share this information about yourself; however, some services may not be available unless we obtain a certain amount of personally identifiable information from you.

We collect personally identifiable information when you voluntarily provide it, such as when you request a newsletter that we produce, indicate that you would like to receive certain targeted information on topics that interest you or use our social media pages.

The Digital Platform is intended for use by adults 18 years and older. We are committed to protecting children’s privacy on the Internet and we use best efforts to not knowingly collect personally identifiable information from children under 18 through the Digital Platform. Under state and federal law, a minor patient under the age 18 may give consent for treatment of certain protected health conditions and restrict parental or legal representative access to such medical records. Because of these legal rights, parents will only be provided limited access to records on-line of a minor patient 12-17 years of age. However, a parent or legal representative may obtain a copy of their child’s health information that is not protected by such laws by contacting the Health Information Management department at Orlando Health by clicking here.

II. Terms and Conditions of Use

Disclaimer

The content provided herein is intended to cover all uses of the Digital Platform. Orlando Health's Digital Platform, IS NOT INTENDED TO BE USED TO ADDRESS MEDICAL EMERGENCIES. IF YOU ARE EXPERIENCING AN EMERGENCY OR URGENT MEDICAL PROBLEM, GO TO THE NEAREST EMERGENCY ROOM OR CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY. None of the products or services offered through the Digital Platform represents or warrants that any particular service or product is safe, appropriate or effective for you. We advise users to always seek the advice of their physician or other qualified healthcare provider with any questions regarding their personal health or medical conditions.

THE USE OF THE DIGITAL PLATFORM IS SUBJECT TO THE FOLLOWING TERMS AND CONDITIONS OF USE. ORLANDO HEALTH MAY MODIFY THESE TERMS AND CONDITIONS OF USE AT ANY TIME AND SUCH MODIFICATIONS SHALL BE EFFECTIVE IMMEDIATELY UPON POSTING THE MODIFIED TERMS AND CONDITIONS TO THE DIGITAL PLATFORM. YOU AGREE TO REVIEW THE PRIVACY POLICY, INCLUDING THE TERMS AND CONDITIONS OF USE, PERIODICALLY TO BE AWARE OF SUCH MODIFICATIONS.

NOTE THAT THESE TERMS AND CONDITIONS OF USE INCLUDE AN AGREEMENT TO SUBMIT ALL DISPUTES TO INDIVIDUAL (NON-CLASS) ARBITRATION. READ CAREFULLY.

You agree that you will not:

• Upload or transmit any communications or content of any type that may infringe or violate any rights of any party
• Use the Digital Platform for any purpose in violation of local, state, national or international laws
• Use the Digital Platform as a means to distribute advertising or other unsolicited material to any third party
• Use the Digital Platform to post or transmit material that is unlawful, obscene, defamatory, threatening, harassing, abusive, slanderous, hateful or embarrassing to any other person or entity
• Attempt to disable, "hack" or otherwise interfere with the proper functioning of the Digital Platform

If you use any part of the Digital Platform requiring secure access, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

Services Available

The Digital Platform includes personalized, online services offered by Orlando Health that gives you easy access to doctors, extended medical services and your personal medical records. Through the Digital Platform, you have the ability to schedule medical appointments, search for specialists, pay bills online and view selected portions of your medical record by logging into your MyChart. The Digital Platform also provides a method to (i) participate in virtual physician office visits and (ii) view a timeline of care from participating locations and physicians in the hospital networks.

You agree that the Digital Platform is a communication service offered only as a convenience tool. You understand that messages will be routed to the appropriate department as necessary and, therefore, Orlando Health employees, agents and contractors, other than your healthcare provider, may be involved in addressing your request. You understand that you may receive messages, test results and other communications delivered via the Digital Platform.

You understand that information accessible through the Digital Platform is not your complete medical record. If you want a copy of your complete medical record, please contact the Health Information Management department at Orlando Health.

Intended for Users 18 and older

The Digital Platform is intended for use by individuals 18 years of age or older. Users under the age of 18 should have the assistance of a parent or guardian to use the Digital Platform. Parents and/or legal guardians are responsible for the actions of any user under 18. Have questions about your child’s account or medical record? Please see the FAQs.

Ownership of Content

All information including, but not limited to, software, artwork, text, video, audio, pictures, logos and other material contained on or embedded in our website (the “Content”), including all associated intellectual property rights and the Orlando Health trademark, are the proprietary property of Orlando Health and its licensors, and are protected by copyright and other intellectual property laws unless we have expressly granted you rights in or to that intellectual property.

Right to Use this Website and Content

Subject to this Privacy Policy, Orlando Health grants to you a personal, revocable, non-assignable, non-sublicensable and non-exclusive limited right to (i) use our Digital Platform and (ii) view all content provided, made available or otherwise accessible via our Digital Platform. Except as expressly authorized by Orlando Health, you agree not to modify, rent, lease, loan, sell, distribute or create derivative works based on our website, in whole or in part. You may download, save, or print a reasonable number of copies of the materials from our website for your own personal, non-commercial and/or education use only, provided you include the following copyright notice: “Copyright © 2021, Orlando Health. All rights reserved.” You agree not to modify our Digital Platform, or any contents, in any manner or form or use modified versions of the Digital Platform. You shall not, in whole or in part, adapt, translate, modify, decompile, reverse engineer or disassemble our Digital Platform, merge our Digital Platform into other program material, nor shall you otherwise create or attempt to obtain the source code of our website.

Warranties & Indemnification

ORLANDO HEALTH DOES NOT MAKE ANY EXPRESS OR IMPLIED WARRANTIES, REPRESENTATIONS OR ENDORSEMENTS WHATSOEVER (INCLUDING, WITHOUT LIMITATION, WARRANTIES OF TITLE OR NONINFRINGEMENT, OR THE IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE) REGARDING INFORMATION, CONTENT OR ITEMS APPEARING ON THE DIGITAL PLATFORM. ORLANDO HEALTH DOES NOT WARRANT THAT DOWNLOADS FROM THE DIGITAL PLATFORM WILL BE FREE OF ANY VIRUS, WORM, TROJAN HORSE OR OTHER DATA-ALTERING OR CONTAMINATING COMPONENTS. YOU ARE RESPONSIBLE FOR ENSURING THAT YOU HAVE IMPLEMENTED PROCEDURES TO PREVENT SUCH CONTAMINATING COMPONENTS FROM INFECTING YOUR COMPUTER OR DEVICE AND ITS DATA.

While Orlando Health tries to keep the information on the Digital Platform both accurate and up-to-date, Orlando Health does not warrant the accuracy, completeness, correctness, usefulness or applicability of any information, or other data or items appearing on the Digital Platform. Orlando Health will not be liable in any event to any user for any decision made or action taken in reliance upon the information, or content on the Digital Platform.

Orlando Health does not guarantee continuous or uninterrupted access to the Digital Platform and operation of the Digital Platform may be interfered with by factors beyond Orlando Health’s control.

The written content of the Digital Platform is for informational purposes only. Never delay in seeking medical advice or attention because of something you have read on the Digital Platform.

Limitation of Liability

YOU EXPRESSLY UNDERSTAND AND AGREE THAT ORLANDO HEALTH SHALL NOT BE LIABLE TO YOU FOR ANY DIRECT, INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL OR EXEMPLARY DAMAGES, INCLUDING BUT NOT LIMITED TO, DAMAGES FOR INJURY, ILLNESS, DISABILITY, LOSS OF PROFITS, GOODWILL, USE, INFORMATION YOU PROVIDE, DATA OR OTHER INTANGIBLE LOSSES (EVEN IF ORLANDO HEALTH HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES), RESULTING FROM: (i) YOUR USE OR YOUR INABILITY TO USE THE DIGITAL PLATFORM; (ii) THE COST OF PROCUREMENT OF SERVICES RESULTING FROM ANY GOODS, DATA, INFORMATION OR SERVICES PURCHASED OR OBTAINED OR MESSAGES RECEIVED OR TRANSACTIONS ENTERED INTO THROUGH OR FROM THE DIGITAL PLATFORM; (iii) UNAUTHORIZED ACCESS TO OR ALTERATION OF YOUR TRANSMISSIONS OR DATA; (iv) STATEMENTS OR CONDUCT OF ANY THIRD PARTY ON THIS WEBSITE OR IN YOUR ONLINE ACCOUNT; (v) YOUR USE OF THE INTERNET OR YOUR INTERNET SERVICE PROVIDER; (vi) DEFECTS OR INACCURACIES IN YOUR DEVICE OR SOFTWARE USED TO ACCESS THE DIGITAL PLATFORM; OR (vii) ANY OTHER MATTER RELATING TO YOUR USE OF THE DIGITAL PLATFORM.

IN NO EVENT SHALL THE AGGREGATE LIABILITY OF ORLANDO HEALTH EXCEED THE TOTAL AMOUNT OF FEES PREVIOUSLY PAID BY YOU (IF ANY) TO ORLANDO HEALTH RELATING TO YOUR USE OF THE DIGITAL PLATFORM. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN WARRANTIES OR THE LIMITATION OR EXCLUSION OF LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES. ACCORDINGLY, SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU. PLEASE ALSO BE ADVISED THAT ORLANDO HEALTH WILL NOT USE THESE TERMS TO DISCLAIM ITS LIABILITY FOR PROFESSIONAL MALPRACTICE LIABILITY THAT MAY ARISE FROM ITS PROVISION OF VIRTUAL URGENT CARE VISITS.

Indemnification

You agree to indemnify, defend, and hold harmless Orlando Health, as well as Orlando Health's affiliates, officers, directors, employees, agents, information providers and suppliers from and against any and all losses, expenses, damages and costs, including reasonable attorney's fees, resulting from your violation of, or improper use, of the Digital Platform pursuant to the Privacy Policy and Terms and Conditions of Use.

Disputes

You agree to first resolve any dispute in an informal manner for a period of at least sixty (60) days. If after sixty (60) days the dispute remains unresolved, you agree to submit the dispute on an individual basis (non-class) to binding arbitration. The arbitration shall be governed by the American Arbitration Association.

Governing Law

You expressly agree that the substantive laws of the State of Florida will apply in connection with any such dispute, including any claim involving Orlando Health or its affiliates, subsidiaries, employees, contractors, officers, directors, telecommunication providers and content providers

Jurisdiction

You agree to be subject to jurisdiction in Orange County in the State of Florida to resolve any disputes.

Termination of Use

Orlando Health may terminate your account or use of the Digital Platform at any time. You are liable for any use of the Digital Platform prior to the date of termination.

Orlando Health reserves the right to change, suspend, or discontinue any or all aspects of the Digital Platform at any time without prior notice to you.

Privacy, Terms & Conditions Frequently Asked Questions (FAQ)

Privacy Policy FAQ

How can you contact us about this privacy policy?

If you have questions about this Privacy Policy, please contact:

Orlando Health Compliance & Ethics
1414 Kuhl Ave MP#29

Orlando, FL 32806
(321) 843-3333

[email protected]

When do we combine anonymous and personally identifiable information and howdo we use it?

If you provide personally identifiable information on our website, we may combine that information with our anonymous information to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services and offers may be relevant for you.

How do I stop marketing messages?

You may receive marketing email, direct mail and/or SMS communications from Orlando Health if you have not otherwise opted out. Additionally, you may choose to opt out from marketing communications by visiting OrlandoHealth.com/Unsubscribe and complete the form. Please know it may take 5-10 business days to process your opt-out request. After that time, you should not receive any more information about Orlando Health services from us.

When do we disclose or provide information to third parties?

We may share anonymous or personally identifiable information with our third-party service providers in order for them to perform their services for us.

We will not disclose your personally identifiable information to any unaffiliated third party unless we have your permission or when we need to treat the information collected through this website as an asset in the event of the merger or sale of Orlando Health, or a portion of our business.

We may disclose any anonymous or personally identifiable information to the extent we believe the disclosure to be required by law. We may also disclose anonymous or personally identifiable information when we have reason to believe that disclosing this information is necessary to identify, contact or bring legal action against a third party who may be violating our terms and conditions governing the use of the Digital Platform, or who may be (intentionally or unintentionally) causing injury to or interference with your rights or property, or our rights or property or those of a third party.

What security measures do we use?

Orlando Health has taken reasonable steps and has employed industry-standard practices and technology to ensure the integrity and confidentiality of personally identifiable information, but because even the most secure devices or networks can be violated, Orlando Health cannot guarantee security.

Once you print, download, or save to file any portion of your medical record or personal information from our Digital Platform, Orlando Health is no longer able to protect that information from further uses and/or disclosures and is not liable for any further uses and/or disclosures of that information. You understand and agree that you are responsible for all further actions or omissions related to the security and privacy of that information.

IMPORTANT: Please keep in mind that whenever you voluntarily disclose information about yourself in the public domain, for example, through social media, bulletin boards, chat rooms or e-mails, it is likely to be collected and used by third parties. These third parties may use your information to contact you or for unauthorized purposes. Also, please remember that no one can guarantee the absolute security of information transmitted electronically.

Will the Privacy Policy ever change?

Orlando Health may modify or change the Privacy Policy at any time. Such modifications or changes become effective immediately when they are posted to the Digital Platform. You agree to review this Privacy Policy frequently so that you will be familiar with the terms. You further agree that each time you use our Digital Platform you are, by such use, consenting to the terms of this Privacy Policy that are applicable at your time of use.

Terms & Conditions FAQ

What services are available online?

• Access to test results, medication lists and your medical record summaries
• Online bill-pay
• Video visits, our online urgent care clinic
• Appointment scheduling with medical professionals or testing locations

How do you access your child’s health record online via MyChart?

There are multiple ways for you to gain proxy access to your child's Orlando Health MyChart account.

• Option 1: If your child is 12 years of age or older and they have their own Orlando Health MyChart account, they can grant you access from within "Friends and Family Access".
• Option 2: During the next visit for your child, you can sign the Proxy Authorization form and the team member will grant you proxy access.
• Option 3: You can download the Proxy Authorization form and send the completed form and photo identification to [email protected]

Can I view a family member's health record in Orlando Health MyChart?

Yes, you can. This is called proxy access and allows a patient to log in to their personal Orlando Health MyChart account and then grant access to a family member. To do this, the patient needs to log into their Orlando Health MyChart account and search for “Share My Record.” From there they will select “Friends and Family Access” to add you. A second way to get proxy access is for a patient and family member to complete a Proxy Authorization form and return it to one of our medical facilities

Can we revoke or suspend your use?

Orlando Health reserves the right at any time to terminate or suspend your access to some or all of our online services if you engage in activities that we conclude, at our discretion, breach your obligations stated in this Privacy Policy or Terms and Conditions of the patient portal.

Does this website contain links?

Some of the features available from or within the website are provided by third-party service providers at their own domains. These domains may contain some Orlando Health branding to indicate our affiliation with those third parties, but the websites are not hosted nor operated by Orlando Health and will not include a link to this Privacy Policy.

Our Digital Platform and this Privacy Policy may contain links to other sites. These links are for your convenience only and Orlando Health makes no representations or endorsements whatsoever regarding such other sites. You should review the privacy policies of other sites carefully before providing any information to such website. Orlando Health is not responsible for the privacy policies or procedures or the content of any other website.

How will we resolve our disputes (informally)?

We hope we never have a dispute, but if we do, you and we agree to try for 60 days to resolve it informally. If you have a dispute, send a Notice of Dispute by U.S. Mail to:

Orlando Health

1414 Kuhl Avenue MP29
Orlando, FL 32806

(321) 841-2335

Tell us your name, address, how to contact you, what the problem is and how you’d like it resolved. We’ll do the same if we have a dispute with you. After 60 days, you or we may initiate an arbitration if the dispute is unresolved.

How will we resolve our disputes (if not by agreement)?

You agree to arbitrate all disputes on an individual (non-class) basis. Arbitration means the case will be decided by a private arbitrator. There will be no judge and no jury. The arbitrator’s decision will be final except for a limited right of appeal.

The arbitrator will be the American Arbitration Association (“AAA”). AAA will apply its Consumer Arbitration Rules. However, should AAA be unable or unwilling to arbitrate the case, a court may appoint an arbitrator under the Federal Arbitration Act.

The arbitrator will hear the arbitration on an individual basis. There will be no class arbitrations, no class actions, no joinder of arbitrations (without our agreement), no private attorney general actions and no actions where one party represents other absent parties. The arbitrator may award the same damages to you individually as a court could. The arbitrator may award declaratory or injunctive relief only to you individually to satisfy your individual claim.