Privacy Policy

Pazona MD, PLLC, doing business as Pazona MD (“Pazona MD,” “we,” “us,” or “our”), respects your privacy and is committed to protecting the personal information entrusted to us.

This Privacy Policy explains how we collect, use, disclose, retain, and protect information when you:

Visit the Pazona MD website;

Submit an online form;

Request or schedule an appointment;

Call, email, or text Pazona MD;

Communicate with an automated or artificial intelligence assistant;

Use a patient portal, file-upload tool, records-request tool, or telehealth service;

Participate in a membership, payment, or patient-service program;

Interact with our advertisements or social media accounts; or

Otherwise communicate or engage with Pazona MD.

By using our website or voluntarily providing information to us, you acknowledge the practices described in this Privacy Policy.

1. Scope of This Privacy Policy

This Privacy Policy applies to personal information collected through Pazona MD’s public website, digital services, communications systems, and related administrative operations.

It applies to information collected online and to certain information collected through telephone calls, text messages, email, online scheduling, automated systems, and similar channels.

This Privacy Policy does not replace Pazona MD’s Notice of Privacy Practices.

2. Privacy Policy Versus HIPAA Notice of Privacy Practices

Certain information maintained by Pazona MD in connection with the provision of healthcare may constitute protected health information under the Health Insurance Portability and Accountability Act, commonly known as HIPAA, and applicable state law.

The use and disclosure of protected health information is governed by:

HIPAA;

Applicable federal and state healthcare privacy laws;

Pazona MD’s Notice of Privacy Practices;

Patient authorizations and consents; and

Other applicable clinical and legal requirements.

The Notice of Privacy Practices explains how Pazona MD may use and disclose protected health information, your rights concerning that information, and how to submit a HIPAA-related privacy complaint.

Not every piece of information submitted through a public website automatically constitutes protected health information under HIPAA. Whether information is protected health information depends on the circumstances under which it is collected, received, created, maintained, and used.

Where this Privacy Policy conflicts with the Notice of Privacy Practices regarding protected health information, the Notice of Privacy Practices and applicable law will control.

3. Information We Collect

The information we collect depends on how you interact with Pazona MD.

A. Contact and Identifying Information

We may collect:

First and last name;

Mailing address;

Email address;

Telephone or mobile number;

Date of birth;

Preferred contact method;

Emergency contact information;

Account or patient identifier;

Signature;

Government-issued identification when identity verification is required; and

Other information you voluntarily provide.

B. Appointment and Patient-Service Information

We may collect information associated with appointment requests and administrative services, including:

Requested provider;

Requested location;

Requested date and time;

Appointment type;

Whether you are a new or returning patient;

Whether you prefer an in-person or telehealth visit;

Your physical location for a telehealth visit;

The general reason for your appointment request;

Appointment confirmations, cancellations, and rescheduling requests;

Intake status;

Referral information;

Communication preferences; and

Other scheduling or administrative details.

C. Health and Medical Information

When appropriate for patient care or scheduling, we may collect health or medical information, including:

Symptoms or the general reason for seeking care;

Medical history;

Medications;

Allergies;

Diagnoses;

Treatment information;

Laboratory or imaging information;

Procedure information;

Provider notes;

Insurance information;

Records sent by you or another healthcare provider;

Information uploaded through a secure file-upload system;

Information submitted through patient forms; and

Other health-related information.

You should submit sensitive health information only through a method approved or specifically requested by Pazona MD.

Do not submit detailed medical information through public website fields unless the form specifically asks for it.

D. Payment and Financial Information

We or our payment service providers may collect:

Billing name and address;

Payment card information;

Bank or financing information;

Transaction amount;

Membership or recurring-payment information;

Payment status;

Refund information;

Financial responsibility information;

Insurance billing information; and

Records of fees, deposits, and charges.

Pazona MD may not directly retain complete payment card information when payments are processed by a third-party payment processor.

E. Communications Information

We may collect and retain information from communications with you, including:

Email messages;

Text messages;

Patient portal messages;

Webchat conversations;

Contact-form submissions;

Telephone-call information;

Voicemail messages;

Appointment communications;

Support requests;

Opt-in and opt-out records;

Consent records;

Call routing information;

Communication dates and times; and

Records of our responses.

F. Call Recordings, Transcripts, and Summaries

Calls to or from Pazona MD may be monitored, recorded, transcribed, summarized, or analyzed where permitted by law.

We may collect:

Audio recordings;

Call transcripts;

Automated summaries;

Call duration;

Caller and recipient telephone numbers;

Call timestamps;

Call routing information;

Quality-assurance evaluations; and

Administrative information obtained during the call.

We may use this information for scheduling, documentation, quality assurance, training, patient service, security, compliance, and operational improvement.

When required by applicable law, we will provide an appropriate recording notice or obtain consent.

G. Artificial Intelligence and Automated Interaction Information

Pazona MD may use artificial intelligence, automated voice systems, virtual receptionists, chat systems, and automated workflows to support administrative functions.

When you interact with these systems, we may collect and process:

The words you speak or type;

Your responses to automated questions;

Appointment preferences;

Contact information;

Call or message metadata;

Transcripts and summaries;

The reason for your inquiry;

Scheduling outcomes;

Whether an interaction was transferred to a staff member; and

Feedback regarding the interaction.

Automated systems may recognize returning contacts based on telephone numbers, contact records, or previous administrative interactions.

Artificial intelligence tools are intended to assist with administrative functions. They are not a substitute for a licensed healthcare professional.

H. Website, Device, and Technical Information

When you visit our website, we or our service providers may automatically collect:

Internet Protocol address;

Browser type;

Device type;

Operating system;

Approximate geographic location derived from an IP address;

Referring website;

Pages viewed;

Links clicked;

Time and date of access;

Time spent on a page;

Website navigation patterns;

Cookie identifiers;

Advertising identifiers;

Form interaction data;

Error and performance data; and

Other device or usage information.

I. Information From Third Parties

We may receive information from:

Healthcare providers;

Referral sources;

Laboratories;

Imaging facilities;

Pharmacies;

Insurance companies;

Patient-authorized representatives;

Family members or caregivers;

Patient portals;

Scheduling platforms;

Telehealth providers;

Payment processors;

Advertising platforms;

Social media platforms;

Website analytics providers;

Communications providers;

Customer relationship management systems;

Records-transfer providers;

Publicly available sources; and

Other service providers acting on our behalf.

We may combine information received from these sources with information we already maintain.

4. How We Collect Information

We may collect information:

Directly from you;

Through website forms;

Through telephone calls;

Through text messages;

Through email;

Through the patient portal;

Through online appointment scheduling;

Through secure file uploads;

During telehealth visits;

During in-person care;

Through artificial intelligence or automated systems;

Through cookies and similar technologies;

From healthcare providers and referral sources;

From insurance companies and payment processors; and

From vendors that support our operations.

5. How We Use Information

Pazona MD may use personal information to:

A. Provide Healthcare and Patient Services

Evaluate appointment requests;

Schedule and manage appointments;

Provide healthcare services;

Coordinate treatment;

Conduct telehealth visits;

Communicate with providers;

Obtain and maintain medical records;

Process referrals;

Arrange laboratory, imaging, pharmacy, or other services;

Provide preoperative or postoperative information; and

Support continuity of care.

B. Communicate With You

Respond to questions;

Return calls;

Send appointment confirmations;

Send appointment reminders;

Communicate scheduling changes;

Provide telehealth access information;

Send records or portal notifications;

Send intake and preparation reminders;

Provide payment or account notifications;

Respond to support requests;

Follow up on incomplete scheduling requests; and

Send promotional communications when you have consented or when otherwise permitted by law.

C. Operate and Improve Our Services

Operate the website;

Maintain patient and contact records;

Improve scheduling workflows;

Evaluate communications;

Improve artificial intelligence and automated administrative systems;

Conduct quality assurance;

Train staff;

Analyze service performance;

Troubleshoot errors;

Improve patient experience;

Develop new administrative features; and

Manage practice operations.

D. Process Payments and Accounts

Process payments;

Verify transactions;

Administer memberships;

Manage recurring payments;

Issue refunds;

Collect amounts due;

Manage deposits and cancellation fees;

Maintain financial records; and

Prevent payment fraud.

E. Protect Safety, Security, and Legal Rights

Verify identity;

Protect patient accounts;

Prevent unauthorized access;

Detect fraud;

Investigate suspicious activity;

Protect the security of our website and systems;

Enforce our Terms of Service;

Respond to legal requests;

Comply with healthcare, tax, accounting, and legal obligations;

Establish, exercise, or defend legal claims; and

Protect patients, staff, providers, and the public.

F. Marketing and Practice Information

Where permitted by law, we may use nonclinical contact information to:

Send newsletters;

Provide information about services;

Announce practice updates;

Share educational content;

Invite you to events;

Request feedback;

Provide information about offers or programs; and

Measure the effectiveness of our communications.

We will obtain any authorization required by HIPAA before using protected health information for marketing when such authorization is legally required.

You may unsubscribe from marketing emails using the unsubscribe link contained in the message.

6. Artificial Intelligence and Automated Processing

Pazona MD may use artificial intelligence and automated technology to perform administrative functions such as:

Answering general administrative questions;

Routing telephone calls;

Collecting scheduling information;

Requesting basic identity information;

Determining which provider calendar to check;

Checking appointment availability;

Booking or requesting appointments;

Sending confirmations and reminders;

Summarizing communications;

Identifying calls that require human review;

Supporting patient-service workflows; and

Improving administrative efficiency.

Artificial intelligence systems may make mistakes or misunderstand information.

Important scheduling, financial, or healthcare information should be verified with a Pazona MD staff member or licensed healthcare provider.

We may provide information to contracted technology providers that support these functions. When protected health information is involved, we use contractual and other safeguards as required by applicable law.

We do not authorize artificial intelligence or communications providers to independently use mobile opt-in information for their own marketing or promotional purposes.

7. How We Disclose Information

We may disclose information in the following circumstances.

A. Within Pazona MD

Information may be accessed by:

Physicians;

Advanced practice providers;

Nurses;

Clinical personnel;

Scheduling staff;

Billing personnel;

Administrative staff;

Authorized contractors; and

Other workforce members who need the information to perform their responsibilities.

B. Healthcare Operations and Care Coordination

Where permitted by law, information may be disclosed to:

Referring providers;

Treating providers;

Laboratories;

Imaging facilities;

Pharmacies;

Hospitals;

Surgery centers;

Other healthcare organizations;

Insurance companies;

Health plans;

Billing organizations; and

Other parties involved in treatment, payment, or healthcare operations.

C. Service Providers and Business Associates

We may disclose information to companies that provide services on our behalf, such as:

Website hosting;

Patient portals;

Electronic health records;

Appointment scheduling;

Telehealth;

Telephone and messaging;

Artificial intelligence;

Customer relationship management;

Payment processing;

Email delivery;

Cloud storage;

Records transfer;

File uploads;

Cybersecurity;

Analytics;

Advertising;

Accounting;

Legal services; and

Other operational services.

These providers are permitted to access information only as reasonably necessary to perform contracted services or as otherwise allowed by law.

When required, providers that handle protected health information enter into business associate agreements or similar privacy and security obligations.

D. At Your Direction or With Your Authorization

We may disclose information:

To a person you authorize;

To a family member, caregiver, or personal representative;

To another healthcare provider at your request;

To an insurer or employer when authorized;

In response to a records request; or

For another purpose described in an authorization you sign.

E. Legal, Regulatory, and Safety Disclosures

We may disclose information when reasonably necessary to:

Comply with federal, state, or local law;

Respond to a subpoena, court order, warrant, or legal process;

Respond to a governmental or regulatory request;

Report suspected abuse, neglect, or exploitation;

Prevent or address a serious threat to health or safety;

Report certain injuries or diseases;

Support law enforcement activities permitted by law;

Comply with professional licensing requirements;

Investigate fraud or security incidents;

Protect our legal rights; or

Defend against legal claims.

F. Business Transactions

If Pazona MD participates in a merger, acquisition, reorganization, financing, transfer, or sale of all or part of its operations or assets, information may be disclosed as part of that transaction, subject to applicable healthcare privacy requirements.

8. We Do Not Sell Personal Information

Pazona MD does not sell personal information or protected health information for monetary compensation.

We do not sell patient lists, health information, telephone numbers, email addresses, or messaging consent information to data brokers, lead generators, or unrelated marketers.

We do not disclose protected health information for marketing purposes unless the disclosure is permitted by law or you have provided any authorization required by law.

9. Mobile Information and Messaging Consent

Pazona MD may send appointment, patient-service, account, operational, and promotional text messages when you have provided the appropriate consent or when otherwise permitted by law.

Mobile Information Non-Sharing Commitment

We do not share, sell, rent, transfer, or otherwise provide your mobile telephone number, text-message opt-in information, or messaging consent to third parties or affiliates for their own marketing or promotional purposes.

The information-sharing categories described elsewhere in this Privacy Policy exclude text-messaging originator opt-in data and consent. Text-messaging opt-in data and consent will not be shared with any third parties for their independent marketing or promotional purposes.

We may provide mobile information to service providers and subcontractors that support the delivery of Pazona MD communications, such as telephone carriers, messaging platforms, customer-service providers, scheduling systems, and technology vendors. These providers may use the information only to provide services to Pazona MD or as required by law.

Consent to receive text messages from Pazona MD is specific to Pazona MD and will not be transferred or sold to another business.

Messaging Disclosures

By opting in to receive text messages from Pazona MD:

You may receive recurring messages;

Message frequency varies depending on your appointments, requests, account activity, and communication preferences;

Message and data rates may apply;

Consent to receive promotional text messages is not a condition of receiving treatment or purchasing services;

You may reply STOP to unsubscribe from recurring text messages;

You may reply HELP for assistance;

Mobile carriers are not responsible for delayed or undelivered messages; and

You are responsible for notifying Pazona MD if your mobile number changes or is reassigned.

After an opt-out request, Pazona MD may send one final message confirming the opt-out.

Opting out of text messages does not prevent Pazona MD from contacting you through another legally permitted method regarding your healthcare, an appointment, an account, a payment, a security issue, or another important matter.

10. Cookies and Similar Technologies

Pazona MD and its service providers may use:

Cookies;

Pixels;

Tags;

Web beacons;

Local storage;

Session recording or interaction tools;

Analytics software; and

Similar technologies.

These technologies may be used to:

Operate the website;

Remember preferences;

Maintain sessions;

Improve performance;

Understand website traffic;

Identify technical problems;

Measure advertising effectiveness;

Prevent fraud;

Understand how visitors use the website; and

Improve content and navigation.

Types of Cookies

We may use:

Essential cookies: Necessary for website operation, security, form submission, and basic functionality.

Preference cookies: Remember settings, choices, or preferences.

Analytics cookies: Help us understand website usage and performance.

Advertising cookies: Help measure or deliver advertising, subject to applicable law and your available choices.

Cookie Choices

Most browsers allow you to block or delete cookies through browser settings.

Disabling cookies may affect website functionality, scheduling tools, forms, patient resources, or other services.

Where available, you may also use our cookie preference tool to manage nonessential cookies.

11. Analytics and Advertising

We may use third-party analytics or advertising services to understand website usage, measure campaign performance, and improve our communications.

These services may receive information such as:

IP address;

Browser information;

Device identifiers;

Pages visited;

Referring website;

General location;

Advertising interactions; and

Cookie or pixel identifiers.

We do not authorize advertising providers to receive medical records or detailed protected health information for their independent advertising purposes.

We evaluate our use of tracking and advertising tools in light of applicable healthcare privacy requirements and may limit, configure, or discontinue technologies when appropriate.

12. Patient Portal, Records Requests, and File Uploads

Pazona MD may provide links to secure systems for:

Patient portal access;

Medical records requests;

File uploads;

Patient forms;

Scheduling;

Billing;

Telehealth; and

Other patient services.

You are responsible for keeping usernames, passwords, devices, and verification codes secure.

Do not share patient portal credentials with another person unless that person is legally authorized to access the account.

Third-party portals and tools may have separate privacy policies and terms. Information provided through those systems may be collected directly by the provider of the system and then made available to Pazona MD.

13. Telehealth Privacy

Telehealth services may involve the electronic transmission of:

Audio;

Video;

Messages;

Health information;

Identity information;

Appointment information; and

Other clinical information.

We use telehealth providers and safeguards designed to support the privacy and security of telehealth communications.

However, you are responsible for participating from a reasonably private environment and securing your own device, network, email account, and telehealth access link.

Do not forward a private telehealth link to an unauthorized person.

14. Email and Text Message Risks

Ordinary email and text messaging may not be encrypted.

Messages may be viewed by:

Anyone with access to your device;

Anyone with access to your email or telephone account;

Your mobile carrier;

Your email provider;

Your employer if you use an employer-controlled account or device; or

Other individuals with shared access.

You should not use ordinary email or text messaging for emergencies or highly sensitive medical information.

Use the patient portal or another secure method directed by Pazona MD when appropriate.

15. Information Security

Pazona MD uses administrative, technical, and physical safeguards designed to protect information against:

Unauthorized access;

Improper disclosure;

Loss;

Theft;

Misuse;

Alteration; and

Destruction.

Safeguards may include:

Access controls;

Password protections;

Encryption where appropriate;

Workforce training;

Vendor review;

Contractual privacy requirements;

Audit logging;

Physical security;

Backup and recovery procedures;

Security monitoring; and

Incident-response procedures.

No website, database, wireless network, telephone system, email system, or electronic transmission can be guaranteed to be completely secure.

You provide information electronically at your own risk and should take reasonable steps to protect your accounts and devices.

If Pazona MD determines that a breach has occurred that requires notification, we will provide notice in accordance with applicable law.

16. Information Retention

We retain information for as long as reasonably necessary to:

Provide healthcare;

Maintain medical and business records;

Complete transactions;

Manage appointments;

Maintain consent and opt-out records;

Comply with legal and regulatory requirements;

Resolve disputes;

Enforce agreements;

Investigate security incidents;

Support audits;

Defend legal claims; and

Fulfill other legitimate operational purposes.

Retention periods vary based on:

The type of information;

Whether the information is part of a medical record;

Applicable statutes of limitation;

Healthcare record-retention requirements;

Tax and accounting requirements;

Contractual obligations; and

Operational needs.

When information is no longer reasonably required, we may delete it, deidentify it, or securely dispose of it in accordance with our policies and applicable law.

17. Deidentified and Aggregated Information

We may create information that has been deidentified, anonymized, or aggregated so that it does not reasonably identify an individual.

We may use such information for:

Analytics;

Quality improvement;

Operational planning;

Research permitted by law;

Service development;

Training;

Security;

Reporting; and

Other lawful purposes.

We will not attempt to reidentify properly deidentified information except where permitted or required by law.

18. Your Privacy Choices and Rights

Depending on the type of information and applicable law, you may have rights to:

Request access to personal information;

Request correction of inaccurate information;

Update contact information;

Request deletion of certain nonmedical information;

Withdraw certain consents;

Opt out of promotional email;

Opt out of recurring text messages;

Request a copy of this Privacy Policy;

Ask questions about our privacy practices; and

Submit a privacy complaint.

Certain information cannot be deleted when Pazona MD is required to retain it for healthcare, legal, regulatory, safety, accounting, fraud-prevention, or recordkeeping purposes.

HIPAA Rights

Your rights regarding protected health information may include the right to:

Inspect or obtain a copy of your medical record;

Request a correction;

Request confidential communications;

Request restrictions on certain uses and disclosures;

Obtain an accounting of certain disclosures;

Obtain a copy of the Notice of Privacy Practices;

Choose a personal representative; and

File a complaint without retaliation.

The complete description of these rights and instructions for exercising them will be contained in Pazona MD’s Notice of Privacy Practices.

Marketing Choices

You may unsubscribe from promotional emails using the unsubscribe link included in the email.

You may opt out of recurring text messages by replying STOP.

Even after opting out of promotional communications, we may continue sending nonpromotional communications concerning appointments, care, accounts, payments, security, legal notices, or services you requested.

19. Requests Concerning Personal Information

To submit a request regarding nonmedical personal information, contact Pazona MD using the information in the Contact Us section below.

We may need to verify your identity before fulfilling a request.

We may request:

Your name;

Contact information;

Date of birth;

Account or patient information;

Proof of identity; or

Other information reasonably necessary to verify the request.

Authorized agents or personal representatives may be required to provide proof of authority.

Requests involving medical records or protected health information may be redirected to the patient portal, medical-records department, Privacy Officer, or another designated process.

20. Children and Minors

The public website is not directed primarily to children under 13.

Pazona MD does not knowingly collect personal information online directly from a child under 13 without appropriate consent, except as permitted or required for healthcare services and applicable law.

A parent, guardian, or legally authorized representative may provide information on behalf of a minor.

Some minors may have independent healthcare privacy rights under applicable law. Access to a minor’s records may depend on the type of care, the minor’s legal rights, and applicable federal and state law.

21. Third-Party Websites

Our website may contain links to:

Patient portals;

Payment processors;

Telehealth platforms;

Laboratories;

Pharmacies;

Financing providers;

Social media platforms;

Maps;

Videos;

Records services;

File-upload tools; and

Other websites or services.

Pazona MD does not control the independent privacy practices of third parties.

When you leave our website or use a third-party service, that party’s privacy policy and terms may apply.

You should review the privacy policy of any third-party service before providing information.

22. Social Media

If you interact with Pazona MD through social media, the social media platform may collect and process information according to its own policies.

Information posted publicly on social media may be visible to other users.

Do not post personal health information, medical records, appointment details, or other sensitive information in public comments or reviews.

A public social media interaction does not create a private clinical communication channel.

23. Do Not Track Signals

Some internet browsers offer a “Do Not Track” signal.

Because there is not currently a single universally accepted standard governing all Do Not Track signals, our website may not respond uniformly to those signals.

You may still manage cookies through your browser or available cookie preference tools.

24. International Visitors

Pazona MD is based in the United States and its website and services are intended primarily for individuals in the United States.

If you access the website from another country, information may be transferred to and processed in the United States, where privacy laws may differ from those in your location.

25. Changes to This Privacy Policy

We may update this Privacy Policy to reflect changes in:

Our services;

Technology;

Artificial intelligence systems;

Communications practices;

Website functionality;

Legal requirements;

Vendor relationships; or

Privacy and security practices.

The updated version will be posted on this page with a revised “Last Updated” date.

Material changes may also be communicated through another reasonable method when required by law.

Your continued use of the website after an updated Privacy Policy is posted constitutes acknowledgment of the revised policy.

Changes concerning protected health information will also be addressed through the Notice of Privacy Practices when required.

26. Privacy Complaints

You may submit a privacy question or complaint to Pazona MD without fear of retaliation.

If your complaint involves protected health information or HIPAA rights, you may also have the right to submit a complaint to the United States Department of Health and Human Services Office for Civil Rights.

Pazona MD will not retaliate against you for submitting a good-faith privacy complaint or exercising a legally protected privacy right.

27. Contact Us

Questions, requests, or complaints about this Privacy Policy may be directed to Pazona MD through the contact form on our website or by contacting:

Pazona MD, PLLC
Attention: Privacy Officer
301 Seven Springs Way, Suite 250
Brentwood, Tennessee 37027

Phone: (615) 527-4700
Fax: (615) 527-4705

Please do not use a general privacy inquiry to communicate a medical emergency.

If you believe you are experiencing a medical emergency, call 911 or go to the nearest emergency department.