Policies, Terms, Privacy and more

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Notice of Privacy Policies (HIPAA)

Your Information. Your Rights. Our Responsibilities.
This notice describes how medical information about you may be used and disclosed and how you can get access to this information. Please review it carefully.
LAYERED SUMMARY TEXT –
Your Rights
You have the right to:
• Get a copy of your paper or electronic medical record • Correct your paper or electronic medical record • Request confidential communication • Ask us to limit the information we share • Get a list of those with whom we’ve shared your information • Get a copy of this privacy notice • Choose someone to act for you • File a complaint if you believe your privacy rights have been violated
Your Choices
You have some choices in the way that we use and share information as we:
• Tell family and friends about your condition • Provide disaster relief • Include you in a hospital directory • Provide mental health care • Market our services and sell your information • Raise funds
 Our Uses and Disclosures
We may use and share your information as we:
• Treat you • Run our organization • Bill for your services • Help with public health and safety issues • Do research • Comply with the law • Respond to organ and tissue donation requests • Work with a medical examiner or funeral director • Address workers’ compensation, law enforcement, and other government requests • Respond to lawsuits and legal actions
 Your Rights
When it comes to your health information, you have certain rights. This section explains your rights and some of our responsibilities to help you.
Get an electronic or paper copy of your medical record
• You can ask to see or get an electronic or paper copy of your medical record and other health information we have about you. Ask us how to do this. • We will provide a copy or a summary of your health information, usually within 30 days of your request. We may charge a reasonable, cost-based fee. Ask us to correct your medical record • You can ask us to correct health information about you that you think is incorrect or incomplete. Ask us how to do this. • We may say “no” to your request, but we’ll tell you why in writing within 60 days.
 Request confidential communications
• You can ask us to contact you in a specific way (for example, home or office phone) or to send mail to a different address. • We will say “yes” to all reasonable requests.
 Ask us to limit what we use or share
• You can ask us not to use or share certain health information for treatment, payment, or our operations. We are not required to agree to your request, and we may say “no” if it would affect your care. • If you pay for a service or health care item out-of-pocket in full, you can ask us not to share that information for the purpose of payment or our operations with your health insurer. We will say “yes” unless a law requires us to share that information.
 Get a list of those with whom we’ve shared information
• You can ask for a list (accounting) of the times we’ve shared your health information for six years prior to the date you ask, who we shared it with, and why. • We will include all the disclosures except for those about treatment, payment, and health care operations, and certain other disclosures (such as any you asked us to make). We’ll provide one accounting a year for free but will charge a reasonable, cost-based fee if you ask for another one within 12 months.
 Get a copy of this privacy notice
You can ask for a paper copy of this notice at any time, even if you have agreed to receive the notice electronically. We will provide you with a paper copy promptly.
 Choose someone to act for you
• If you have given someone medical power of attorney or if someone is your legal guardian, that person can exercise your rights and make choices about your health information. • We will make sure the person has this authority and can act for you before we take any action. File a complaint if you feel your rights are violated • You can complain if you feel we have violated your rights by contacting us using the information on page 1. • You can file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by sending a letter to 200 Independence Avenue, S.W., Washington, D.C. 20201, calling 1-877-696-6775, or visiting www.hhs.gov/ocr/privacy/hipaa/complaints/. • We will not retaliate against you for filing a complaint.
 Your Choices
For certain health information, you can tell us your choices about what we share. If you have a clear preference for how we share your information in the situations described below, talk to us. Tell us what you want us to do, and we will follow your instructions.
In these cases, you have both the right and choice to tell us to:
• Share information with your family, close friends, or others involved in your care • Share information in a disaster relief situation • Include your information in a hospital directory
If you are not able to tell us your preference, for example if you are unconscious, we may go ahead and share your information if we believe it is in your best interest. We may also share your information when needed to lessen a serious and imminent threat to health or safety.
In these cases we never share your information unless you give us written permission:
• Marketing purposes • Sale of your information • Most sharing of psychotherapy notes In the case of fundraising: • We may contact you for fundraising efforts, but you can tell us not to contact you again.
 Our Uses and Disclosures
How do we typically use or share your health information?
We typically use or share your health information in the following ways.
Treat you
We can use your health information and share it with other professionals who are treating you.
Example: A doctor treating you for an injury asks another doctor about your overall health condition.
 Run our organization
We can use and share your health information to run our practice, improve your care, and contact you when necessary.
Example: We use health information about you to manage your treatment and services.
Bill for your services
We can use and share your health information to bill and get payment from health plans or other entities.
Example: We give information about you to your health insurance plan so it will pay for your services.
 How else can we use or share your health information?
We are allowed or required to share your information in other ways – usually in ways that contribute to the public good, such as public health and research. We have to meet many conditions in the law before we can share your information for these purposes. For more information see:
www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/index.html.
 Help with public health and safety issues
We can share health information about you for certain situations such as:
• Preventing disease • Helping with product recalls • Reporting adverse reactions to medications • Reporting suspected abuse, neglect, or domestic violence • Preventing or reducing a serious threat to anyone’s health or safety
 Do research
We can use or share your information for health research.
 Comply with the law
We will share information about you if state or federal laws require it, including with the Department of Health and Human Services if it wants to see that we’re complying with federal privacy law.
 Respond to organ and tissue donation requests
We can share health information about you with organ procurement organizations.
 Work with a medical examiner or funeral director
We can share health information with a coroner, medical examiner, or funeral director when an individual dies.
 Address workers’ compensation, law enforcement, and other government requests
We can use or share health information about you:
• For workers’ compensation claims • For law enforcement purposes or with a law enforcement official • With health oversight agencies for activities authorized by law • For special government functions such as military, national security, and presidential protective services Respond to lawsuits and legal actions We can share health information about you in response to a court or administrative order, or in response to a subpoena.
 Our Responsibilities
• We are required by law to maintain the privacy and security of your protected health information. • We will let you know promptly if a breach occurs that may have compromised the privacy or security of your information. • We must follow the duties and privacy practices described in this notice and give you a copy of it. • We will not use or share your information other than as described here unless you tell us we can in writing. If you tell us we can, you may change your mind at any time. Let us know in writing if you change your mind.
For more information see: www.hhs.gov/ocr/privacy/hipaa/understanding/consumers/noticepp.html.
 Changes to the Terms of this Notice
We can change the terms of this notice, and the changes will apply to all information we have about you. The new notice will be available upon request, in our office, and on our web site.

Terms and Conditions

TERMS OF USE

Last updated September 26, 2021



AGREEMENT TO TERMS

These Terms of Use constitute a legally binding agreement made between you, whether personally or on behalf of an entity (“you”) and Full Hearts Collaborative, LLC ("Company," “we," “us," or “our”), concerning your access to and use of the http://www.fullheartscollaborative.com website as well as any other media form, media channel, mobile website or mobile application related, linked, or otherwise connected thereto (collectively, the “Site”). We are registered in Pennsylvania, United States and have our registered office at 1150 First Ave, STE 511, King of Prussia, PA 19406. You agree that by accessing the Site, you have read, understood, and agreed to be bound by all of these Terms of Use. IF YOU DO NOT AGREE WITH ALL OF THESE TERMS OF USE, THEN YOU ARE EXPRESSLY PROHIBITED FROM USING THE SITE AND YOU MUST DISCONTINUE USE IMMEDIATELY.

Supplemental terms and conditions or documents that may be posted on the Site from time to time are hereby expressly incorporated herein by reference. We reserve the right, in our sole discretion, to make changes or modifications to these Terms of Use at any time and for any reason. We will alert you about any changes by updating the “Last updated” date of these Terms of Use, and you waive any right to receive specific notice of each such change. Please ensure that you check the applicable Terms every time you use our Site so that you understand which Terms apply. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in any revised Terms of Use by your continued use of the Site after the date such revised Terms of Use are posted.

The information provided on the Site is not intended for distribution to or use by any person or entity in any jurisdiction or country where such distribution or use would be contrary to law or regulation or which would subject us to any registration requirement within such jurisdiction or country. Accordingly, those persons who choose to access the Site from other locations do so on their own initiative and are solely responsible for compliance with local laws, if and to the extent local laws are applicable.

Medical disclaimer: Information found on this site should be in no way interpreted as medical advice, diagnosis or treatment. Please verify any information found on this site with your own physician or other professional sources. Information provided on this website is educational in nature, and Full Hearts Collaborative makes no claim to the accuracy or timeliness of the content.

The Site is intended for users who are at least 13 years of age. All users who are minors in the jurisdiction in which they reside (generally under the age of 18) must have the permission of, and be directly supervised by, their parent or guardian to use the Site. If you are a minor, you must have your parent or guardian read and agree to these Terms of Use prior to you using the Site.


INTELLECTUAL PROPERTY RIGHTS

Unless otherwise indicated, the Site is our proprietary property and all source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics on the Site (collectively, the “Content”) and the trademarks, service marks, and logos contained therein (the “Marks”) are owned or controlled by us or licensed to us, and are protected by copyright and trademark laws and various other intellectual property rights and unfair competition laws of the United States, international copyright laws, and international conventions. The Content and the Marks are provided on the Site “AS IS” for your information and personal use only. Except as expressly provided in these Terms of Use, no part of the Site and no Content or Marks may be copied, reproduced, aggregated, republished, uploaded, posted, publicly displayed, encoded, translated, transmitted, distributed, sold, licensed, or otherwise exploited for any commercial purpose whatsoever, without our express prior written permission.

Provided that you are eligible to use the Site, you are granted a limited license to access and use the Site and to download or print a copy of any portion of the Content to which you have properly gained access solely for your personal, non-commercial use. We reserve all rights not expressly granted to you in and to the Site, the Content and the Marks.


USER REPRESENTATIONS

By using the Site, you represent and warrant that: (1) all registration information you submit will be true, accurate, current, and complete; (2) you will maintain the accuracy of such information and promptly update such registration information as necessary; (3) you have the legal capacity and you agree to comply with these Terms of Use; (4) you are not under the age of 13; (5) you are not a minor in the jurisdiction in which you reside, or if a minor, you have received parental permission to use the Site; (6) you will not access the Site through automated or non-human means, whether through a bot, script, or otherwise; (7) you will not use the Site for any illegal or unauthorized purpose; and (8) your use of the Site will not violate any applicable law or regulation.

If you provide any information that is untrue, inaccurate, not current, or incomplete, we have the right to suspend or terminate your account and refuse any and all current or future use of the Site (or any portion thereof).


USER REGISTRATION

You may be required to register with the Site. You agree to keep your password confidential and will be responsible for all use of your account and password. We reserve the right to remove, reclaim, or change a username you select if we determine, in our sole discretion, that such username is inappropriate, obscene, or otherwise objectionable.


PROHIBITED ACTIVITIES

You may not access or use the Site for any purpose other than that for which we make the Site available. The Site may not be used in connection with any commercial endeavors except those that are specifically endorsed or approved by us.

As a user of the Site, you agree not to:

1. Systematically retrieve data or other content from the Site to create or compile, directly or indirectly, a collection, compilation, database, or directory without written permission from us.
2. Trick, defraud, or mislead us and other users, especially in any attempt to learn sensitive account information such as user passwords.
3. Circumvent, disable, or otherwise interfere with security-related features of the Site, including features that prevent or restrict the use or copying of any Content or enforce limitations on the use of the Site and/or the Content contained therein.
4. Disparage, tarnish, or otherwise harm, in our opinion, us and/or the Site.
5. Use any information obtained from the Site in order to harass, abuse, or harm another person.
6. Make improper use of our support services or submit false reports of abuse or misconduct.
7. Use the Site in a manner inconsistent with any applicable laws or regulations.
8. Engage in unauthorized framing of or linking to the Site.
9. Upload or transmit (or attempt to upload or to transmit) viruses, Trojan horses, or other material, including excessive use of capital letters and spamming (continuous posting of repetitive text), that interferes with any party’s uninterrupted use and enjoyment of the Site or modifies, impairs, disrupts, alters, or interferes with the use, features, functions, operation, or maintenance of the Site.
10. Engage in any automated use of the system, such as using scripts to send comments or messages, or using any data mining, robots, or similar data gathering and extraction tools.
11. Delete the copyright or other proprietary rights notice from any Content.
12. Attempt to impersonate another user or person or use the username of another user.
13. Upload or transmit (or attempt to upload or to transmit) any material that acts as a passive or active information collection or transmission mechanism, including without limitation, clear graphics interchange formats (“gifs”), 1×1 pixels, web bugs, cookies, or other similar devices (sometimes referred to as “spyware” or “passive collection mechanisms” or “pcms”).
14. Interfere with, disrupt, or create an undue burden on the Site or the networks or services connected to the Site.
15. Harass, annoy, intimidate, or threaten any of our employees or agents engaged in providing any portion of the Site to you.
16. Attempt to bypass any measures of the Site designed to prevent or restrict access to the Site, or any portion of the Site.
17. Copy or adapt the Site’s software, including but not limited to Flash, PHP, HTML, JavaScript, or other code.
18. Except as permitted by applicable law, decipher, decompile, disassemble, or reverse engineer any of the software comprising or in any way making up a part of the Site.
19. Except as may be the result of standard search engine or Internet browser usage, use, launch, develop, or distribute any automated system, including without limitation, any spider, robot, cheat utility, scraper, or offline reader that accesses the Site, or using or launching any unauthorized script or other software.
20. Use a buying agent or purchasing agent to make purchases on the Site.
21. Make any unauthorized use of the Site, including collecting usernames and/or email addresses of users by electronic or other means for the purpose of sending unsolicited email, or creating user accounts by automated means or under false pretenses.
22. Use the Site as part of any effort to compete with us or otherwise use the Site and/or the Content for any revenue-generating endeavor or commercial enterprise.
23. Use the Site to advertise or offer to sell goods and services.
24. Sell or otherwise transfer your profile.


USER GENERATED CONTRIBUTIONS

The Site may invite you to chat, contribute to, or participate in blogs, message boards, online forums, and other functionality, and may provide you with the opportunity to create, submit, post, display, transmit, perform, publish, distribute, or broadcast content and materials to us or on the Site, including but not limited to text, writings, video, audio, photographs, graphics, comments, suggestions, or personal information or other material (collectively, "Contributions"). Contributions may be viewable by other users of the Site and through third-party websites. As such, any Contributions you transmit may be treated as non-confidential and non-proprietary. When you create or make available any Contributions, you thereby represent and warrant that:

1. The creation, distribution, transmission, public display, or performance, and the accessing, downloading, or copying of your Contributions do not and will not infringe the proprietary rights, including but not limited to the copyright, patent, trademark, trade secret, or moral rights of any third party.
2. You are the creator and owner of or have the necessary licenses, rights, consents, releases, and permissions to use and to authorize us, the Site, and other users of the Site to use your Contributions in any manner contemplated by the Site and these Terms of Use.
3. You have the written consent, release, and/or permission of each and every identifiable individual person in your Contributions to use the name or likeness of each and every such identifiable individual person to enable inclusion and use of your Contributions in any manner contemplated by the Site and these Terms of Use.
4. Your Contributions are not false, inaccurate, or misleading.
5. Your Contributions are not unsolicited or unauthorized advertising, promotional materials, pyramid schemes, chain letters, spam, mass mailings, or other forms of solicitation.
6. Your Contributions are not obscene, lewd, lascivious, filthy, violent, harassing, libelous, slanderous, or otherwise objectionable (as determined by us).
7. Your Contributions do not ridicule, mock, disparage, intimidate, or abuse anyone.
8. Your Contributions are not used to harass or threaten (in the legal sense of those terms) any other person and to promote violence against a specific person or class of people.
9. Your Contributions do not violate any applicable law, regulation, or rule.
10. Your Contributions do not violate the privacy or publicity rights of any third party.
11. Your Contributions do not violate any applicable law concerning child pornography, or otherwise intended to protect the health or well-being of minors.
12. Your Contributions do not include any offensive comments that are connected to race, national origin, gender, sexual preference, or physical handicap.
13. Your Contributions do not otherwise violate, or link to material that violates, any provision of these Terms of Use, or any applicable law or regulation.

Any use of the Site in violation of the foregoing violates these Terms of Use and may result in, among other things, termination or suspension of your rights to use the Site.


CONTRIBUTION LICENSE

By posting your Contributions to any part of the Site, you automatically grant, and you represent and warrant that you have the right to grant, to us an unrestricted, unlimited, irrevocable, perpetual, non-exclusive, transferable, royalty-free, fully-paid, worldwide right, and license to host, use, copy, reproduce, disclose, sell, resell, publish, broadcast, retitle, archive, store, cache, publicly perform, publicly display, reformat, translate, transmit, excerpt (in whole or in part), and distribute such Contributions (including, without limitation, your image and voice) for any purpose, commercial, advertising, or otherwise, and to prepare derivative works of, or incorporate into other works, such Contributions, and grant and authorize sublicenses of the foregoing. The use and distribution may occur in any media formats and through any media channels.

This license will apply to any form, media, or technology now known or hereafter developed, and includes our use of your name, company name, and franchise name, as applicable, and any of the trademarks, service marks, trade names, logos, and personal and commercial images you provide. You waive all moral rights in your Contributions, and you warrant that moral rights have not otherwise been asserted in your Contributions.

We do not assert any ownership over your Contributions. You retain full ownership of all of your Contributions and any intellectual property rights or other proprietary rights associated with your Contributions. We are not liable for any statements or representations in your Contributions provided by you in any area on the Site. You are solely responsible for your Contributions to the Site and you expressly agree to exonerate us from any and all responsibility and to refrain from any legal action against us regarding your Contributions.

We have the right, in our sole and absolute discretion, (1) to edit, redact, or otherwise change any Contributions; (2) to re-categorize any Contributions to place them in more appropriate locations on the Site; and (3) to pre-screen or delete any Contributions at any time and for any reason, without notice. We have no obligation to monitor your Contributions.


SUBMISSIONS

You acknowledge and agree that any questions, comments, suggestions, ideas, feedback, or other information regarding the Site ("Submissions") provided by you to us are non-confidential and shall become our sole property. We shall own exclusive rights, including all intellectual property rights, and shall be entitled to the unrestricted use and dissemination of these Submissions for any lawful purpose, commercial or otherwise, without acknowledgment or compensation to you. You hereby waive all moral rights to any such Submissions, and you hereby warrant that any such Submissions are original with you or that you have the right to submit such Submissions. You agree there shall be no recourse against us for any alleged or actual infringement or misappropriation of any proprietary right in your Submissions.


THIRD-PARTY WEBSITE AND CONTENT

The Site may contain (or you may be sent via the Site) links to other websites ("Third-Party Websites") as well as articles, photographs, text, graphics, pictures, designs, music, sound, video, information, applications, software, and other content or items belonging to or originating from third parties ("Third-Party Content"). Such Third-Party Websites and Third-Party Content are not investigated, monitored, or checked for accuracy, appropriateness, or completeness by us, and we are not responsible for any Third-Party Websites accessed through the Site or any Third-Party Content posted on, available through, or installed from the Site, including the content, accuracy, offensiveness, opinions, reliability, privacy practices, or other policies of or contained in the Third-Party Websites or the Third-Party Content. Inclusion of, linking to, or permitting the use or installation of any Third-Party Websites or any Third-Party Content does not imply approval or endorsement thereof by us. If you decide to leave the Site and access the Third-Party Websites or to use or install any Third-Party Content, you do so at your own risk, and you should be aware these Terms of Use no longer govern. You should review the applicable terms and policies, including privacy and data gathering practices, of any website to which you navigate from the Site or relating to any applications you use or install from the Site. Any purchases you make through Third-Party Websites will be through other websites and from other companies, and we take no responsibility whatsoever in relation to such purchases which are exclusively between you and the applicable third party. You agree and acknowledge that we do not endorse the products or services offered on Third-Party Websites and you shall hold us harmless from any harm caused by your purchase of such products or services. Additionally, you shall hold us harmless from any losses sustained by you or harm caused to you relating to or resulting in any way from any Third-Party Content or any contact with Third-Party Websites.


SITE MANAGEMENT

We reserve the right, but not the obligation, to: (1) monitor the Site for violations of these Terms of Use; (2) take appropriate legal action against anyone who, in our sole discretion, violates the law or these Terms of Use, including without limitation, reporting such user to law enforcement authorities; (3) in our sole discretion and without limitation, refuse, restrict access to, limit the availability of, or disable (to the extent technologically feasible) any of your Contributions or any portion thereof; (4) in our sole discretion and without limitation, notice, or liability, to remove from the Site or otherwise disable all files and content that are excessive in size or are in any way burdensome to our systems; and (5) otherwise manage the Site in a manner designed to protect our rights and property and to facilitate the proper functioning of the Site.


PRIVACY POLICY

We care about data privacy and security. Please review our Privacy Policy: http://www.fullheartscollaborative.com. By using the Site, you agree to be bound by our Privacy Policy, which is incorporated into these Terms of Use. Please be advised the Site is hosted in the United States. If you access the Site from any other region of the world with laws or other requirements governing personal data collection, use, or disclosure that differ from applicable laws in the United States, then through your continued use of the Site, you are transferring your data to the United States, and you agree to have your data transferred to and processed in the United States. Further, we do not knowingly accept, request, or solicit information from children or knowingly market to children. Therefore, in accordance with the U.S. Children’s Online Privacy Protection Act, if we receive actual knowledge that anyone under the age of 13 has provided personal information to us without the requisite and verifiable parental consent, we will delete that information from the Site as quickly as is reasonably practical.


TERM AND TERMINATION

These Terms of Use shall remain in full force and effect while you use the Site. WITHOUT LIMITING ANY OTHER PROVISION OF THESE TERMS OF USE, WE RESERVE THE RIGHT TO, IN OUR SOLE DISCRETION AND WITHOUT NOTICE OR LIABILITY, DENY ACCESS TO AND USE OF THE SITE (INCLUDING BLOCKING CERTAIN IP ADDRESSES), TO ANY PERSON FOR ANY REASON OR FOR NO REASON, INCLUDING WITHOUT LIMITATION FOR BREACH OF ANY REPRESENTATION, WARRANTY, OR COVENANT CONTAINED IN THESE TERMS OF USE OR OF ANY APPLICABLE LAW OR REGULATION. WE MAY TERMINATE YOUR USE OR PARTICIPATION IN THE SITE OR DELETE YOUR ACCOUNT AND ANY CONTENT OR INFORMATION THAT YOU POSTED AT ANY TIME, WITHOUT WARNING, IN OUR SOLE DISCRETION.

If we terminate or suspend your account for any reason, you are prohibited from registering and creating a new account under your name, a fake or borrowed name, or the name of any third party, even if you may be acting on behalf of the third party. In addition to terminating or suspending your account, we reserve the right to take appropriate legal action, including without limitation pursuing civil, criminal, and injunctive redress.


MODIFICATIONS AND INTERRUPTIONS

We reserve the right to change, modify, or remove the contents of the Site at any time or for any reason at our sole discretion without notice. However, we have no obligation to update any information on our Site. We also reserve the right to modify or discontinue all or part of the Site without notice at any time. We will not be liable to you or any third party for any modification, price change, suspension, or discontinuance of the Site.

We cannot guarantee the Site will be available at all times. We may experience hardware, software, or other problems or need to perform maintenance related to the Site, resulting in interruptions, delays, or errors. We reserve the right to change, revise, update, suspend, discontinue, or otherwise modify the Site at any time or for any reason without notice to you. You agree that we have no liability whatsoever for any loss, damage, or inconvenience caused by your inability to access or use the Site during any downtime or discontinuance of the Site. Nothing in these Terms of Use will be construed to obligate us to maintain and support the Site or to supply any corrections, updates, or releases in connection therewith.


GOVERNING LAW

These Terms of Use and your use of the Site are governed by and construed in accordance with the laws of the Commonwealth of Pennsylvania applicable to agreements made and to be entirely performed within the Commonwealth of Pennsylvania, without regard to its conflict of law principles.


DISPUTE RESOLUTION

Informal Negotiations

To expedite resolution and control the cost of any dispute, controversy, or claim related to these Terms of Use (each "Dispute" and collectively, the “Disputes”) brought by either you or us (individually, a “Party” and collectively, the “Parties”), the Parties agree to first attempt to negotiate any Dispute (except those Disputes expressly provided below) informally for at least thirty (30) days before initiating arbitration. Such informal negotiations commence upon written notice from one Party to the other Party.

Binding Arbitration

If the Parties are unable to resolve a Dispute through informal negotiations, the Dispute (except those Disputes expressly excluded below) will be finally and exclusively resolved through binding arbitration. YOU UNDERSTAND THAT WITHOUT THIS PROVISION, YOU WOULD HAVE THE RIGHT TO SUE IN COURT AND HAVE A JURY TRIAL. The arbitration shall be commenced and conducted under the Commercial Arbitration Rules of the American Arbitration Association ("AAA") and, where appropriate, the AAA’s Supplementary Procedures for Consumer Related Disputes ("AAA Consumer Rules"), both of which are available at the AAA website: www.adr.org. Your arbitration fees and your share of arbitrator compensation shall be governed by the AAA Consumer Rules and, where appropriate, limited by the AAA Consumer Rules. If such costs are determined by the arbitrator to be excessive, we will pay all arbitration fees and expenses. The arbitration may be conducted in person, through the submission of documents, by phone, or online. The arbitrator will make a decision in writing, but need not provide a statement of reasons unless requested by either Party. The arbitrator must follow applicable law, and any award may be challenged if the arbitrator fails to do so. Except where otherwise required by the applicable AAA rules or applicable law, the arbitration will take place in Montgomery , Pennsylvania. Except as otherwise provided herein, the Parties may litigate in court to compel arbitration, stay proceedings pending arbitration, or to confirm, modify, vacate, or enter judgment on the award entered by the arbitrator.

If for any reason, a Dispute proceeds in court rather than arbitration, the Dispute shall be commenced or prosecuted in the state and federal courts located in Pennsylvania, and the Parties hereby consent to, and waive all defenses of lack of personal jurisdiction, and forum non conveniens with respect to venue and jurisdiction in such state and federal courts. Application of the United Nations Convention on Contracts for the International Sale of Goods and the Uniform Computer Information Transaction Act (UCITA) is excluded from these Terms of Use.

In no event shall any Dispute brought by either Party related in any way to the Site be commenced more than one (1) years after the cause of action arose. If this provision is found to be illegal or unenforceable, then neither Party will elect to arbitrate any Dispute falling within that portion of this provision found to be illegal or unenforceable, and such Dispute shall be decided by a court of competent jurisdiction within the courts listed for jurisdiction above, and the Parties agree to submit to the personal jurisdiction of that court.

Restrictions

The Parties agree that any arbitration shall be limited to the Dispute between the Parties individually. To the full extent permitted by law, (a) no arbitration shall be joined with any other proceeding; (b) there is no right or authority for any Dispute to be arbitrated on a class-action basis or to utilize class action procedures; and (c) there is no right or authority for any Dispute to be brought in a purported representative capacity on behalf of the general public or any other persons.

Exceptions to Informal Negotiations and Arbitration

The Parties agree that the following Disputes are not subject to the above provisions concerning informal negotiations and binding arbitration: (a) any Disputes seeking to enforce or protect, or concerning the validity of, any of the intellectual property rights of a Party; (b) any Dispute related to, or arising from, allegations of theft, piracy, invasion of privacy, or unauthorized use; and (c) any claim for injunctive relief. If this provision is found to be illegal or unenforceable, then neither Party will elect to arbitrate any Dispute falling within that portion of this provision found to be illegal or unenforceable and such Dispute shall be decided by a court of competent jurisdiction within the courts listed for jurisdiction above, and the Parties agree to submit to the personal jurisdiction of that court.


CORRECTIONS

There may be information on the Site that contains typographical errors, inaccuracies, or omissions, including descriptions, pricing, availability, and various other information. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update the information on the Site at any time, without prior notice.


DISCLAIMER

THE SITE IS PROVIDED ON AN AS-IS AND AS-AVAILABLE BASIS. YOU AGREE THAT YOUR USE OF THE SITE AND OUR SERVICES WILL BE AT YOUR SOLE RISK. TO THE FULLEST EXTENT PERMITTED BY LAW, WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, IN CONNECTION WITH THE SITE AND YOUR USE THEREOF, INCLUDING, WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE MAKE NO WARRANTIES OR REPRESENTATIONS ABOUT THE ACCURACY OR COMPLETENESS OF THE SITE’S CONTENT OR THE CONTENT OF ANY WEBSITES LINKED TO THE SITE AND WE WILL ASSUME NO LIABILITY OR RESPONSIBILITY FOR ANY (1) ERRORS, MISTAKES, OR INACCURACIES OF CONTENT AND MATERIALS, (2) PERSONAL INJURY OR PROPERTY DAMAGE, OF ANY NATURE WHATSOEVER, RESULTING FROM YOUR ACCESS TO AND USE OF THE SITE, (3) ANY UNAUTHORIZED ACCESS TO OR USE OF OUR SECURE SERVERS AND/OR ANY AND ALL PERSONAL INFORMATION AND/OR FINANCIAL INFORMATION STORED THEREIN, (4) ANY INTERRUPTION OR CESSATION OF TRANSMISSION TO OR FROM THE SITE, (5) ANY BUGS, VIRUSES, TROJAN HORSES, OR THE LIKE WHICH MAY BE TRANSMITTED TO OR THROUGH THE SITE BY ANY THIRD PARTY, AND/OR (6) ANY ERRORS OR OMISSIONS IN ANY CONTENT AND MATERIALS OR FOR ANY LOSS OR DAMAGE OF ANY KIND INCURRED AS A RESULT OF THE USE OF ANY CONTENT POSTED, TRANSMITTED, OR OTHERWISE MADE AVAILABLE VIA THE SITE. WE DO NOT WARRANT, ENDORSE, GUARANTEE, OR ASSUME RESPONSIBILITY FOR ANY PRODUCT OR SERVICE ADVERTISED OR OFFERED BY A THIRD PARTY THROUGH THE SITE, ANY HYPERLINKED WEBSITE, OR ANY WEBSITE OR MOBILE APPLICATION FEATURED IN ANY BANNER OR OTHER ADVERTISING, AND WE WILL NOT BE A PARTY TO OR IN ANY WAY BE RESPONSIBLE FOR MONITORING ANY TRANSACTION BETWEEN YOU AND ANY THIRD-PARTY PROVIDERS OF PRODUCTS OR SERVICES. AS WITH THE PURCHASE OF A PRODUCT OR SERVICE THROUGH ANY MEDIUM OR IN ANY ENVIRONMENT, YOU SHOULD USE YOUR BEST JUDGMENT AND EXERCISE CAUTION WHERE APPROPRIATE.


LIMITATIONS OF LIABILITY

IN NO EVENT WILL WE OR OUR DIRECTORS, EMPLOYEES, OR AGENTS BE LIABLE TO YOU OR ANY THIRD PARTY FOR ANY DIRECT, INDIRECT, CONSEQUENTIAL, EXEMPLARY, INCIDENTAL, SPECIAL, OR PUNITIVE DAMAGES, INCLUDING LOST PROFIT, LOST REVENUE, LOSS OF DATA, OR OTHER DAMAGES ARISING FROM YOUR USE OF THE SITE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. NOTWITHSTANDING ANYTHING TO THE CONTRARY CONTAINED HEREIN, OUR LIABILITY TO YOU FOR ANY CAUSE WHATSOEVER AND REGARDLESS OF THE FORM OF THE ACTION, WILL AT ALL TIMES BE LIMITED TO THE AMOUNT PAID, IF ANY, BY YOU TO US DURING THE six (6) mONTH PERIOD PRIOR TO ANY CAUSE OF ACTION ARISING. CERTAIN US STATE LAWS AND INTERNATIONAL LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.


INDEMNIFICATION

You agree to defend, indemnify, and hold us harmless, including our subsidiaries, affiliates, and all of our respective officers, agents, partners, and employees, from and against any loss, damage, liability, claim, or demand, including reasonable attorneys’ fees and expenses, made by any third party due to or arising out of: (1) your Contributions; (2) use of the Site; (3) breach of these Terms of Use; (4) any breach of your representations and warranties set forth in these Terms of Use; (5) your violation of the rights of a third party, including but not limited to intellectual property rights; or (6) any overt harmful act toward any other user of the Site with whom you connected via the Site. Notwithstanding the foregoing, we reserve the right, at your expense, to assume the exclusive defense and control of any matter for which you are required to indemnify us, and you agree to cooperate, at your expense, with our defense of such claims. We will use reasonable efforts to notify you of any such claim, action, or proceeding which is subject to this indemnification upon becoming aware of it.


USER DATA

We will maintain certain data that you transmit to the Site for the purpose of managing the performance of the Site, as well as data relating to your use of the Site. Although we perform regular routine backups of data, you are solely responsible for all data that you transmit or that relates to any activity you have undertaken using the Site. You agree that we shall have no liability to you for any loss or corruption of any such data, and you hereby waive any right of action against us arising from any such loss or corruption of such data.


ELECTRONIC COMMUNICATIONS, TRANSACTIONS, AND SIGNATURES

Visiting the Site, sending us emails, and completing online forms constitute electronic communications. You consent to receive electronic communications, and you agree that all agreements, notices, disclosures, and other communications we provide to you electronically, via email and on the Site, satisfy any legal requirement that such communication be in writing. YOU HEREBY AGREE TO THE USE OF ELECTRONIC SIGNATURES, CONTRACTS, ORDERS, AND OTHER RECORDS, AND TO ELECTRONIC DELIVERY OF NOTICES, POLICIES, AND RECORDS OF TRANSACTIONS INITIATED OR COMPLETED BY US OR VIA THE SITE. You hereby waive any rights or requirements under any statutes, regulations, rules, ordinances, or other laws in any jurisdiction which require an original signature or delivery or retention of non-electronic records, or to payments or the granting of credits by any means other than electronic means.


CALIFORNIA USERS AND RESIDENTS

If any complaint with us is not satisfactorily resolved, you can contact the Complaint Assistance Unit of the Division of Consumer Services of the California Department of Consumer Affairs in writing at 1625 North Market Blvd., Suite N 112, Sacramento, California 95834 or by telephone at (800) 952-5210 or (916) 445-1254.


MISCELLANEOUS

These Terms of Use and any policies or operating rules posted by us on the Site or in respect to the Site constitute the entire agreement and understanding between you and us. Our failure to exercise or enforce any right or provision of these Terms of Use shall not operate as a waiver of such right or provision. These Terms of Use operate to the fullest extent permissible by law. We may assign any or all of our rights and obligations to others at any time. We shall not be responsible or liable for any loss, damage, delay, or failure to act caused by any cause beyond our reasonable control. If any provision or part of a provision of these Terms of Use is determined to be unlawful, void, or unenforceable, that provision or part of the provision is deemed severable from these Terms of Use and does not affect the validity and enforceability of any remaining provisions. There is no joint venture, partnership, employment or agency relationship created between you and us as a result of these Terms of Use or use of the Site. You agree that these Terms of Use will not be construed against us by virtue of having drafted them. You hereby waive any and all defenses you may have based on the electronic form of these Terms of Use and the lack of signing by the parties hereto to execute these Terms of Use.

Medical disclaimer: Information found on this site should be in no way interpreted as medical advice, diagnosis or treatment. Please verify any information found on this site with your own physician or other professional sources. Information provided on this website is educational in nature, and Full Hearts Collaborative makes no claim to the accuracy or timeliness of the content.


CONTACT US

In order to resolve a complaint regarding the Site or to receive further information regarding use of the Site, please contact us at:

Full Hearts Collaborative, LLC
__________, NY 12831
United States
Phone: 8087215019
lindsay@fullheartscollaborative.com

These terms of use were created using Termly's Terms and Conditions Generator.

Policies and Procedures

Lindsay Castiglione, IBCLC is an International Board Certified Lactation Consultant (IBCLC)
Company Name: Full Hearts Collaborative, LLC
Email: lindsay@fullheartscollaborative.com
Website: www.fullheartscollaborative.com
Role: Owner & Sole member
Responsibilities:
• Responds to phone, text and/or email inquiries ● Communicates with current and potential clients regarding appointments ● Provides follow up support by phone, text, email, and/or secure messaging ● Communicates with clients regarding their care plan ● Sends marketing communications to clients who have opted in ● Performs in-person clinical care ● Performs virtual clinical care ● Manages administrative tasks ● Has access to client clinical data ● Has access to client financial data ● Has access to practice financial data ● Files annual taxes and generates appropriate documentation ● Submits and processes claims and payments ● Has access to insurance information, claims, and EOBs ● Maintains website ● Serves as privacy officer ● Is covered under professional liability insurance with: ○ CM&F ○ Policy #: L51697 ○ Effective: 2021-09-01 ○ Expires: 2022-09-01 ● Is a HIPAA-covered entity

Mission Statement It is the mission of Full Hearts Collaborative, LLC to provide comprehensive, individualized and expert lactation care to its clients, both virtually and in-person.

IBLCE Code of Professional Conduct
I adhere to the IBLCE Code of Professional conduct as found here.

Non-Discrimination Policy
Full Hearts Collaborative does not discriminate against employees, business associates, or clients on the basis of race, color, ethnicity, national origin, ancestry, creed, citizenship status, sex, gender identity, sexuality, sexual orientation, gender expression, religion, physical ability, age, family status, or marital status.

Full Hearts Collaborative is an inclusive practice and acknowledges that not all lactating persons identify as female or use the word mother.

Full Hearts Collaborative seeks continuing education on cultural competency, inclusivity, racial inequities, and LGBTQIA concerns in order to provide the best possible care to all families.

Services Provided:
In-person lactation consultations, virtual consultations, and parenting education.

Lactation Visits in-Home: In Saratoga County, NY and immediate surrounding areas
Virtually: via a secure and HIPAA-compliant platform

Regular Business Hours: 9am-5pm M-F, weekend and evening hours available but subject to provider’s approval

Visit Policies
● Full Hearts Collaborative provides all clients with a Consent for Care. This form will be provided to the client when scheduling the visit and must be signed before services are rendered. Client has the right to refuse any treatment or intervention offered, and this refusal will be documented in client’s chart. ● Consent is verbally requested before touching client or client’s minor child. Client may verbally withdraw consent to be touched at any time, even if consent was previously given verbally or in writing. Withdrawal of consent will be documented.
Full Hearts Collaborative is/is not an affiliate with any third party
Full Hearts Collaborative may refer clients to other professionals for continued care. ● Full Hearts Collaborative does not accept fees for these referrals ● Full Hearts Collaborative will provide more than one referral option when available

Cancellations, Tardiness, and Closures:
Client visits will be canceled in the event of provider illness or personal emergency and rescheduling is not guaranteed. In the event of cancellation for illness or personal emergency, clients will be notified by their preferred method as provided during intake. If Full Hearts Collaborative is not available due to scheduling constraints, vacation, or illness (choose all that apply): ● New appointment requests will be referred to another IBCLC. ● Best efforts will be made to notify active clients of any planned closures. ● Best efforts will be made, with no guarantee, to respond to urgent messages from active clients during vacation or planned closure. Full Hearts Collaborative reserves the right to assess the urgency of a client message. If Full Hearts Collaborative will not be on time for a scheduled visit, Lindsay Castiglione will attempt to communicate an updated arrival time by phone or text.
Client Cancellation Policies • If client cancels the visit for any reason less than 48hours in advance, no refund will be given but all reasonable attempts to reschedule will be made.
• Full Hearts Collaborative reserves the right to cancel appointments for any reason without notice but will make all reasonable attempts to reschedule.
Insurance Payment Policies
Full Hearts Collaborative had partnered with The Lactation Network and their eligible subsidiaries. Clients must provide their plan ID, group number, date of birth, and relationship to The Lactation Network prior to the visit. Client’s eligibility will be checked and client will be notified of active insurance. Client's credit card information will be provided upon booking appointment, charged only in the event that insurance lapses, co-pays need to be collected, or any other payment due to provider is assessed. Client will be informed of amount and circumstances prior to charge.
Full Hearts Collaborative agrees to accept the payer’s negotiated rate. If any portion of the claim for parent or baby is applied to a co-pay, deductible, or co-insurance, Full Hearts Collaborative will make every effort to have this claim reprocessed by the payer. If attempts are unsuccessful and appeals are exhausted, client agrees to pay the amount in full. Full Hearts Collaborative will notify client and charge the payment method on file. If client’s coverage lapses, changes, or terminates prior to a scheduled visit, client is responsible to cover all charges at the self-pay rate and to inform Full Hearts Collaborative of this change.

Fees for In-Person Services:
● Initial In-Person Visit: $250 – 1.5-2.5 hours
○ Follow up policy: The visit fee includes one week of follow up, to include one phone call and/or one message exchange daily over client portal
● Follow up In-Person visit: $125 – 60-75 min
○ Follow up policy: The visit fee includes one week of follow up, to include up to one phone call and/or one message exchange daily over client portal
*Surcharge for Multiples: $50 for each additional baby and includes additional time as needed
*Surcharge for Travel Outside Service Area depending on distance
● Payment methods accepted:
○ Cash or personal check accepted
○ Credit Card processed through PCI-compliant processor Square Up

Fees for Virtual Services:
● Virtual Initial Virtual Visit: $150 – 60-90 minutes in length
● Virtual Follow up Visit: $125 – 60-75 minutes in length
● Follow up policy: The telemedicine visit fee includes one week of follow up, to include up to one phone call or one message exchange daily over client portal
*Surcharge for Multiples: $50 for each additional baby and includes additional time as needed

Fee for Service Payment Policies
● Full Hearts Collaborative accepts payments at the time of booking. ● All services are non-refundable. ● A discount will be provided for follow up visits. ● A surcharge will be applied to home visits outside my service area. ● A surcharge may be applied if you have twins or higher order multiples to cover the extra length of the visit. ● These surcharges are not eligible for insurance reimbursement.
● A military discount of 30% off listed prices is offered to recognize the need for postnatal support for our military families, and to honor their service.

Telemedicine
Full Hearts Collaborative offers telemedicine services through Practice Better. Security and privacy are assured, please read Practice Better’s privacy polices at https://help.practicebetter.io/hc/en-us/articles/234814027-Privacy-and-Security-on-Practice-Better
● Payment is due at the time of booking and is non-refundable.
Fees:
● Virtual Initial Virtual Visit: $150 – approximately 90 minutes in length
● Virtual Follow up Visit: $125 – 60-75 minutes in length
● Follow up policy: The telemedicine visit fee includes one week of follow up, to include up to one phone call and/or one message exchange daily over client portal. Additional weeks of follow up, including up to one phone call and or message exchange daily, can be purchased for $25 each.
*Visit Surcharge for Multiples: $50 for each additional baby and includes additional time as needed
Scheduling Procedures
• Full Hearts Collaborative offers online scheduling through Practice Better ● Appointments will be made through other means on a case-by-case basis. ● Full Hearts Collaborative reserves the right to reschedule or cancel appointments for any reason. ● Priority scheduling will be given to established clients. ● Priority scheduling will be given to in-network clients. ● New clients may not schedule visits more than 10 days in advance. ● An appointment confirmation will be sent ● By email or text via Practice Better

Client Communications
Phone, Email, and Text Services
Prospective Clients
Full Hearts Collaborative maintains a website at www.fullheartscollaborative.com hosted by Squarespace. Contact phone number and email address are publicly posted. Website has a contact form that accepts submissions; personal information from this contact form is collected, stored, used and disclosed in accordance with the Privacy Policy posted on the site.
When a phone call, email, and/or text comes in from a prospective client, my policy is to:
● Reply within 24 hours ● Send a link to my online scheduler ● Send a link to my website for more information on my services if needed ● I will not provide clinical support or counseling to prospective clients

  Current Clients
Clients receive one week of follow up support by phone or secure messaging on client portal as part of their fee for services. After the one week period, an extension can be purchased for $25 each week and will include up to one secure message or phone call per day.
Secure Messaging
Full Hearts Collaborative provides secure messaging to established clients through the electronic medical record platform, Practice Better.
Secure messages will be replied to within 24 hours, but as quickly as possible.

Marketing Communications
Full Hearts Collaborative sends periodic marketing emails through mailchimp. Clients are required to give express consent before being added to an email marketing list. Clients may request to be removed from the list at any point by sending an email to lindsaycastiglione@gmail.com. Full Hearts Collaborative will never sell or rent this marketing list.

Social Media Communications
Lindsay Castiglione may maintain private social media accounts for personal use. Connection or direct message requests made by clients through these platforms will not be accepted.
Full Hearts Collaborative maintains public social media accounts for marketing purposes on the following platforms: Facebook, Instagram, Twitter, YouTube and Pinterest. All photos appear by express permission of the owner of the photo and all persons appearing in the photo. No client photos or videos will be published without express written consent. Clients and/or their minor children will not be named in posts on social media without express written consent.
Full Hearts Collaborative will not provide direct clinical support or counseling or advice on any social media platform, either public or private. Public accounts are for marketing purposes only to offer general information.
Website Communications
Website Terms and Conditions are publicly posted on the website for Full Hearts Collaborative.
Full Hearts Collaborative abides by all applicable federal, provincial, state, and local regulations regarding copyright. No text, image, or graphic content will appear without the express permission of the copyright or trademark holder.
  Record Retention Policies
Lindsay Castiglione is subject to the record retention laws of Pennsylvania which state, “The State Board of Medicine requires that MDs retain a minor patient's records for at least seven years from the last date-of-service or one year after the patient's 18th birthday, whichever is longer.”
Clients may request a copy of their chart or that of their minor child at any point during the record retention period. Request must be made in writing to the listed address for Full Hearts Collaborative. Receipt of the request will be acknowledged by Full Hearts Collaborative, and records will be mailed within 30 days of acknowledgement of the request.
Compliance with Privacy Regulations
Full Hearts Collaborative is in compliance with all applicable federal and provincial/state regulations with respect to the use of technology for healthcare.
Our Privacy Policy for personal information and personal health information is publicly posted on the website for Full Hearts Collaborative
Devices
All devices used for client care will be secured by a passcode and/or biometric identification.
Platforms
Full Hearts Collaborative uses Practice Better for client care. The following safeguards are in place.
● Password protection ● Two-factor ● Data Encryption
Services
Full Hearts Collaborative will not use any free cloud-based services for client communication or file storage.
Email services and document storage are provided through:
● G-Suite

Personal Policies Lindsay Castiglione is up-to-date on all immunizations including but not limited to: Pfizer Covid-19 vaccine, Tdap, and the Flu vaccine.
Lindsay Castiglione actively pursues continuing education related to lactation management, infant and child development, parental wellness, communication skills and cultural competence Policies and Procedures

Full Hearts Collaborative Policies & Procedures
Lindsay Castiglione, IBCLC is an International Board Certified Lactation Consultant (IBCLC)
Company Name: Full Hearts Collaborative, LLC
Email: lindsay@fullheartscollaborative.com
Website: www.fullheartscollaborative.com
Role: Owner & Sole member
Responsibilities:
• Responds to phone, text and/or email inquiries ● Communicates with current and potential clients regarding appointments ● Provides follow up support by phone, text, email, and/or secure messaging ● Communicates with clients regarding their care plan ● Sends marketing communications to clients who have opted in ● Performs in-person clinical care ● Performs virtual clinical care ● Manages administrative tasks ● Has access to client clinical data ● Has access to client financial data ● Has access to practice financial data ● Files annual taxes and generates appropriate documentation ● Submits and processes claims and payments ● Has access to insurance information, claims, and EOBs ● Maintains website ● Serves as privacy officer ● Is covered under professional liability insurance with: ○ CM&F ○ Policy #: L51697 ○ Effective: 2021-09-01 ○ Expires: 2022-09-01 ● Is a HIPAA-covered entity

Mission Statement It is the mission of Full Hearts Collaborative, LLC to provide comprehensive, individualized and expert lactation care to its clients, both virtually and in-person.

IBLCE Code of Professional Conduct
I adhere to the IBLCE Code of Professional conduct as found here.

Non-Discrimination Policy
Full Hearts Collaborative does not discriminate against employees, business associates, or clients on the basis of race, color, ethnicity, national origin, ancestry, creed, citizenship status, sex, gender identity, sexuality, sexual orientation, gender expression, religion, physical ability, age, family status, or marital status.

Full Hearts Collaborative is an inclusive practice and acknowledges that not all lactating persons identify as female or use the word mother.

Full Hearts Collaborative seeks continuing education on cultural competency, inclusivity, racial inequities, and LGBTQIA concerns in order to provide the best possible care to all families.

Services Provided:
In-person lactation consultations, virtual consultations, and parenting education.

Lactation Visits in-Home: In Saratoga County, NY and immediate surrounding areas
Virtually: via a secure and HIPAA-compliant platform

Regular Business Hours: 9am-5pm M-F, weekend and evening hours available but subject to provider’s approval

Visit Policies
● Full Hearts Collaborative provides all clients with a Consent for Care. This form will be provided to the client when scheduling the visit and must be signed before services are rendered. Client has the right to refuse any treatment or intervention offered, and this refusal will be documented in client’s chart. ● Consent is verbally requested before touching client or client’s minor child. Client may verbally withdraw consent to be touched at any time, even if consent was previously given verbally or in writing. Withdrawal of consent will be documented.
Full Hearts Collaborative is/is not an affiliate with any third party
Full Hearts Collaborative may refer clients to other professionals for continued care. ● Full Hearts Collaborative does not accept fees for these referrals ● Full Hearts Collaborative will provide more than one referral option when available

Cancellations, Tardiness, and Closures:
Client visits will be canceled in the event of provider illness or personal emergency and rescheduling is not guaranteed. In the event of cancellation for illness or personal emergency, clients will be notified by their preferred method as provided during intake. If Full Hearts Collaborative is not available due to scheduling constraints, vacation, or illness (choose all that apply): ● New appointment requests will be referred to another IBCLC. ● Best efforts will be made to notify active clients of any planned closures. ● Best efforts will be made, with no guarantee, to respond to urgent messages from active clients during vacation or planned closure. Full Hearts Collaborative reserves the right to assess the urgency of a client message. If Full Hearts Collaborative will not be on time for a scheduled visit, Lindsay Castiglione will attempt to communicate an updated arrival time by phone or text.
Client Cancellation Policies • If client cancels the visit for any reason less than 48hours in advance, no refund will be given but all reasonable attempts to reschedule will be made.
• Full Hearts Collaborative reserves the right to cancel appointments for any reason without notice but will make all reasonable attempts to reschedule.
Insurance Payment Policies
Full Hearts Collaborative had partnered with The Lactation Network and their eligible subsidiaries. Clients must provide their plan ID, group number, date of birth, and relationship to The Lactation Network prior to the visit. Client’s eligibility will be checked and client will be notified of active insurance. Client's credit card information will be provided upon booking appointment, charged only in the event that insurance lapses, co-pays need to be collected, or any other payment due to provider is assessed. Client will be informed of amount and circumstances prior to charge.
Full Hearts Collaborative agrees to accept the payer’s negotiated rate. If any portion of the claim for parent or baby is applied to a co-pay, deductible, or co-insurance, Full Hearts Collaborative will make every effort to have this claim reprocessed by the payer. If attempts are unsuccessful and appeals are exhausted, client agrees to pay the amount in full. Full Hearts Collaborative will notify client and charge the payment method on file. If client’s coverage lapses, changes, or terminates prior to a scheduled visit, client is responsible to cover all charges at the self-pay rate and to inform Full Hearts Collaborative of this change.

Fees for In-Person Services:
● Initial In-Person Visit: $250 – 1.5-2.5 hours
○ Follow up policy: The visit fee includes one week of follow up, to include one phone call and/or one message exchange daily over client portal
● Follow up In-Person visit: $125 – 60-75 min
○ Follow up policy: The visit fee includes one week of follow up, to include up to one phone call and/or one message exchange daily over client portal
*Surcharge for Multiples: $50 for each additional baby and includes additional time as needed
*Surcharge for Travel Outside Service Area depending on distance
● Payment methods accepted:
○ Cash or personal check accepted
○ Credit Card processed through PCI-compliant processor Square Up

Fees for Virtual Services:
● Virtual Initial Virtual Visit: $150 – 60-90 minutes in length
● Virtual Follow up Visit: $125 – 60-75 minutes in length
● Follow up policy: The telemedicine visit fee includes one week of follow up, to include up to one phone call or one message exchange daily over client portal
*Surcharge for Multiples: $50 for each additional baby and includes additional time as needed

Fee for Service Payment Policies
● Full Hearts Collaborative accepts payments at the time of booking. ● All services are non-refundable. ● A discount will be provided for follow up visits. ● A surcharge will be applied to home visits outside my service area. ● A surcharge may be applied if you have twins or higher order multiples to cover the extra length of the visit. ● These surcharges are not eligible for insurance reimbursement.
● A military discount of 30% off listed prices is offered to recognize the need for postnatal support for our military families, and to honor their service.

Telemedicine
Full Hearts Collaborative offers telemedicine services through Practice Better. Security and privacy are assured, please read Practice Better’s privacy polices at https://help.practicebetter.io/hc/en-us/articles/234814027-Privacy-and-Security-on-Practice-Better
● Payment is due at the time of booking and is non-refundable.
Fees:
● Virtual Initial Virtual Visit: $150 – approximately 90 minutes in length
● Virtual Follow up Visit: $125 – 60-75 minutes in length
● Follow up policy: The telemedicine visit fee includes one week of follow up, to include up to one phone call and/or one message exchange daily over client portal. Additional weeks of follow up, including up to one phone call and or message exchange daily, can be purchased for $25 each.
*Visit Surcharge for Multiples: $50 for each additional baby and includes additional time as needed
Scheduling Procedures
• Full Hearts Collaborative offers online scheduling through Practice Better ● Appointments will be made through other means on a case-by-case basis. ● Full Hearts Collaborative reserves the right to reschedule or cancel appointments for any reason. ● Priority scheduling will be given to established clients. ● Priority scheduling will be given to in-network clients. ● New clients may not schedule visits more than 10 days in advance. ● An appointment confirmation will be sent ● By email or text via Practice Better

Client Communications
Phone, Email, and Text Services
Prospective Clients
Full Hearts Collaborative maintains a website at www.fullheartscollaborative.com hosted by Squarespace. Contact phone number and email address are publicly posted. Website has a contact form that accepts submissions; personal information from this contact form is collected, stored, used and disclosed in accordance with the Privacy Policy posted on the site.
When a phone call, email, and/or text comes in from a prospective client, my policy is to:
● Reply within 24 hours ● Send a link to my online scheduler ● Send a link to my website for more information on my services if needed ● I will not provide clinical support or counseling to prospective clients

  Current Clients
Clients receive one week of follow up support by phone or secure messaging on client portal as part of their fee for services. After the one week period, an extension can be purchased for $25 each week and will include up to one secure message or phone call per day.
Secure Messaging
Full Hearts Collaborative provides secure messaging to established clients through the electronic medical record platform, Practice Better.
Secure messages will be replied to within 24 hours, but as quickly as possible.

Marketing Communications
Full Hearts Collaborative sends periodic marketing emails through mailchimp. Clients are required to give express consent before being added to an email marketing list. Clients may request to be removed from the list at any point by sending an email to lindsaycastiglione@gmail.com. Full Hearts Collaborative will never sell or rent this marketing list.

Social Media Communications
Lindsay Castiglione may maintain private social media accounts for personal use. Connection or direct message requests made by clients through these platforms will not be accepted.
Full Hearts Collaborative maintains public social media accounts for marketing purposes on the following platforms: Facebook, Instagram, Twitter, YouTube and Pinterest. All photos appear by express permission of the owner of the photo and all persons appearing in the photo. No client photos or videos will be published without express written consent. Clients and/or their minor children will not be named in posts on social media without express written consent.
Full Hearts Collaborative will not provide direct clinical support or counseling or advice on any social media platform, either public or private. Public accounts are for marketing purposes only to offer general information.
Website Communications
Website Terms and Conditions are publicly posted on the website for Full Hearts Collaborative.
Full Hearts Collaborative abides by all applicable federal, provincial, state, and local regulations regarding copyright. No text, image, or graphic content will appear without the express permission of the copyright or trademark holder.
  Record Retention Policies
Lindsay Castiglione is subject to the record retention laws of Pennsylvania which state, “The State Board of Medicine requires that MDs retain a minor patient's records for at least seven years from the last date-of-service or one year after the patient's 18th birthday, whichever is longer.”
Clients may request a copy of their chart or that of their minor child at any point during the record retention period. Request must be made in writing to the listed address for Full Hearts Collaborative. Receipt of the request will be acknowledged by Full Hearts Collaborative, and records will be mailed within 30 days of acknowledgement of the request.
Compliance with Privacy Regulations
Full Hearts Collaborative is in compliance with all applicable federal and provincial/state regulations with respect to the use of technology for healthcare.
Our Privacy Policy for personal information and personal health information is publicly posted on the website for Full Hearts Collaborative
Devices
All devices used for client care will be secured by a passcode and/or biometric identification.
Platforms
Full Hearts Collaborative uses Practice Better for client care. The following safeguards are in place.
● Password protection ● Two-factor ● Data Encryption
Services
Full Hearts Collaborative will not use any free cloud-based services for client communication or file storage.
Email services and document storage are provided through:
● G-Suite

Personal Policies Lindsay Castiglione is up-to-date on all immunizations including but not limited to: Pfizer Covid-19 vaccine, Tdap, and the Flu vaccine.
Lindsay Castiglione actively pursues continuing education related to lactation management, infant and child development, parental wellness, communication skills and cultural competence. This is paragraph one of the answer.