Patient Rights

• To be treated with dignity and respect.
• To know the name and professional status of people serving you.
• To confidentiality of your medical records.
• To receive complete and accurate information about your health-related concerns.
• To know the effectiveness and possible side effects of all forms of treatment.
• To receive verbal education, counseling, and written materials related to your medical condition and/or treatment.
• To accept or refuse any care or treatment.
• To select and/or change your health are provider.
• To review your medical records with the clinical staff provider.
• To receive information about services and related costs provided at Hawai‘i Island Community Health Center (HICHC).

Patient Responsibilities

• To provide medical history to the clinical staff including medical records and a list of current medications.
• To provide HICHC with proof of income, as required by the state of Hawaii (pertains to Sliding Fee Schedule applicants only).
• To notify HICHC of any changes in insurance, income status, addresses, and phone numbers.
• To treat other patients and HICHC staff with respect. Swearing, threatening or aggressive behavior could result in immediate discharge from the clinic.
• To notify HICHC if you will be late or unable to make your appointment. Your appointment may be cancelled or rescheduled if you are late.
• To contact your insurer if you have questions about your coverage. Your medical, dental, and prescription coverage is a policy between you and your insurer.
• To pay any amount due, or for an item or service that may not be covered, on the date of service.
• To follow the treatment plan as advised by a licensed HICHC provider when accepting care.
• To be responsible for your medications. Request for refills will require at least 48 hours notice or an office visit, as required by your provider.
• To be present and available in the clinic during appointments for any minor children you are legally responsible for.
• To attend to your child’s or children’s behavior and provide adult supervision for your child/ren at all times during clinic visits or reschedule your appointment if
this cannot be arranged. HICHC staff will not be responsible for minor children.
• To refrain from bringing your pets into the health center except for service animals in accordance with the Americans with Disabilities Act.
• To not bring weapons or objects that may cause harm to others into HICHC facilities. Weapons are not allowed on any HICHC premises.
• To not photograph or record (including audio/video) any activities or services within HICHC facilities

Download a copy of HICHC’s Patients Rights & Responsibilities here

NOTICE OF PRIVACY PRACTICES

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.

West Hawaii Community Health Center dba Hawai‘i Island Community Health Center is required by law to maintain the privacy of Protected Health Information (“PHI”) which may be disclosed or used in connection with the provision of health care services, to provide individuals with notice of our legal duties and privacy practices with respect to PHI, and to notify affected individuals following a breach of unsecured PHI. PHI is information that may identify you and that relates to your past, present or future physical or mental health or condition, related health care services and payment for such services. This Notice of Privacy Practices (“Notice”) describes how we may use and disclose PHI to carry out treatment, payment or health care operations in connection with the services we provide, and for other specified purposes that are permitted or required by law. The Notice also describes your rights with respect to PHI about you. Hawai‘i Island Community Health Center is required to follow the terms of this Notice. We will not use or disclose PHI about you in without your written authorization, except as described in this Notice. We reserve the right to change the terms of this Notice and to make those changes applicable to all health information that we maintain. Any changes to this Notice will be posted at our facility. Upon request, we will provide a copy of any revised Notice to you. 

Your Health Information Rights 

You have the following rights with respect to PHI about you:  

Obtain a paper copy of the Notice upon request. You may request a copy of this Notice at any time. Even if you have agreed to receive the Notice electronically, you are still entitled to a paper copy. To obtain a paper copy, contact the HIPAA Privacy Officer at (808) 326-5629, or visit our website at https://www.HICommunityHealthCenter.org.  

Request a restriction on certain uses and disclosures of PHI. You have the right to request restrictions on our use or disclosure of PHI about you for treatment, payment or health care operations purposes or notification purposes. We are required to honor an individual’s request to restrict PHI disclosures related to plan payment or health operations if the individual has already paid in full for the services to which the PHI relates. We are not required to agree with other types of requests. If we do agree to a restriction, we will abide by the restriction unless you are in need of emergency treatment and the restricted information is needed to provide the emergency treatment. To request a restriction on the use or disclosure of your PHI, you must send a written request to the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740. 

Inspect and obtain a copy of PHI. You have the right to access and copy PHI about you contained in any existing designated record set for as long as Hawai‘i Island Community Health Center maintains the PHI. A designated record set may include billing records. To inspect or copy PHI about you, you must send a written request to the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740. We may charge you a fee for the costs of copying, and for mailing and supplies that are necessary to fulfill your request. We may deny your request to inspect and copy in certain limited circumstances. If you are denied access to PHI about you, you may request that the denial be reviewed. 

Request an amendment of PHI. If you feel that PHI we maintain about you is incomplete or incorrect, you may request that we amend it. You may request an amendment for as long as we maintain the PHI. To request an amendment, you must send a written request to the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740. You must include a reason that supports your request. In certain cases, we may deny your request for amendment. For example, we may deny your request if we determine that we did not create the PHI or that it is accurate and complete. If we deny your request for amendment, you have the right to file a statement of disagreement with the decision and we may give a rebuttal to your statement. We will keep your statement of disagreement on file and distribute it, along with our denial, with all future disclosures of the information to which it relates. 

Receive an accounting of disclosures of PHI. You have the right to receive an accounting of the disclosures we have made of PHI about you in the six-year period prior to a request for an accounting for most purposes other than treatment, payment or health care operations. If Hawai’i Island Community Health Center or a Business Associate maintains PHI about you in Electronic Health Records (EHRs), which includes any electronic record of an individual’s health related information created, gathered, managed and consulted by authorized health care clinicians and staff, you may request an accounting of all disclosure made in the three-year period prior to the request, including those made for treatment, payment or health care operations. For all other requests for accounting, the accounting will exclude such disclosures, as well as certain other types of disclosures, including those made directly to you, disclosures you authorize, disclosures to friends or family members involved in your care and disclosures for notification purposes. The right to receive an accounting is subject to certain other exceptions, restrictions and limitations. The accounting will include the date of each disclosure, the name of the entity or person who received the information and that person’s address (if known), and a brief description of the information disclosed and the purpose of the disclosure. To request an accounting, you must submit a request in writing to the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740. Your request must specify the time period, but may not specify a period longer than six years prior to the date of the request. The first accounting you request within a 12-month period will be provided free of charge, but you may be charged for the cost of providing additional accountings. We will notify you of the cost involved and you may choose to withdraw or modify your request at that time.  

Request confidential communications or communications of PHI by alternative means or at alternative locations. For instance, you may request that we contact you only in writing, or at a different residence, or post office box. To request communication via alternative means or at alternative locations, you must submit a request in writing to the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740. Your request must state how or where you would like to be contacted. We may request that you pay additional costs that we incur in order to communicate with by your chosen alternative means, such as delivery by courier. We will accommodate all reasonable requests. 

Examples of How We May Use and Disclose PHI 

In some circumstances we are permitted or required to use or disclose your health information without obtaining your prior authorization and without offering you the opportunity to object.  

The following are descriptions and examples of the ways we use and disclose PHI:  

We may use PHI for treatment. Example: Our health care providers may consult your records in order to plan for your care or send you appointment reminders.  

We will use PHI for payment. Example: We will use your PHI to submit claims for payment for the treatment we provide you to commercial insurers, government-funded health care programs and other third parties that are responsible for paying for the care you receive.  

We may use PHI for health care operations. Example: Hawai’i Island Community Health Center may need to use information to monitor the performance of the individuals providing treatment to you and to further its effort to continually improve the quality of the services it provides to our patients.  

Uses and Disclosures Authorized By Law

Under federal and state regulations, including the Health Insurance Portability and Accountability Act of 1996 (HIPAA) and its amendments, certain disclosures of information may be made without authorization when required by law.  

Worker’s compensation: We may disclose PHI about you as authorized by and as necessary to comply with laws relating to worker’s compensation or similar programs established by law.  

Public health: As required by law, we may disclose PHI about you to public health or legal authorities charged with preventing or controlling disease, injury or disability.  

Law enforcement: We may disclose PHI about you for law enforcement purposes as required by law or in response to a valid subpoena or other legal process.  

As required by law: We must disclose PHI about you when required to do so by law. For example, we are required to report suspected child abuse or the abuse of vulnerable adults to the appropriate state authorities.  

Health oversight activities: We may disclose PHI about you to an oversight agency for activities authorized by law. These oversight activities include audits, investigations and inspections, as necessary for the government to monitor the health care system, government programs and compliance with civil rights laws.  

Judicial and administrative proceedings: If you are involved in a lawsuit or a dispute, we may disclose PHI about you in response to a court or administrative order. We may also disclose PHI about you in response to a subpoena, discovery request or other lawful process by someone else involved in the dispute, but only if efforts have been made to tell you about the request or to obtain an order protecting the requested PHI.  

Research: We may disclose PHI about you to researchers when an institutional review board has reviewed their research proposal, has approved their research, and has established protocols to ensure the privacy of your information.  

Coroners, medical examiners and funeral directors: We may release PHI about you to a coroner or medical examiner. This may be necessary, for example, to identify a deceased person or determine the cause of death. We may also disclose PHI to funeral directors consistent with applicable law to carry out their duties.  

Organ or tissue procurement organizations: Consistent with applicable law, we may disclose PHI about you to an organ procurement organization or other entity engaged in the procurement, banking or transplantation of organs for the purpose of tissue donation and transplant.  

Notification: We may use or disclose PHI about you to notify or assist in notifying a family member, personal representative or another person responsible for your care, your location and your general condition.  

Correctional institution: If you are or become an inmate of a correctional institution, we may disclose PHI to the institution or its agents when necessary for your health or the health and safety of others.  

To avert a serious threat to health or safety: We may use and disclose PHI about you when necessary to prevent a serious threat to your health and safety or the health and safety of the public or another person.  

Military and veterans: If you are a member of the armed forces, we may release PHI about you as required by military command authorities. We may also release PHI about foreign military personnel to appropriate military authority.  

National security and intelligence activities: We may release PHI about you to authorized federal officials for intelligence, counterintelligence and other national security activities authorized by law.  

Victims of abuse, neglect or domestic violence: We may disclose PHI about you to a government authority, such as a social service or protective services agency, if we reasonably believe you are a victim of abuse, neglect or domestic violence. We will only disclose this type of information to the extent required by law, if you agree to the disclosure, or if the disclosure is allowed by law and we believe it is necessary to prevent serious harm to you or someone else or the law enforcement or public official that is to receive the report represents that it is necessary and will not be used against you.  

Other Uses and Disclosure of PHI  

Hawai’i Island Community Health Center is part of an organized health care arrangement including participants in the Health Choice Network (“HCN”). A current list of HCN participants is available at http://www.hcnetwork.org/members. html. As a business associate of Hawai’i Island Community Health Center, HCN supplies information technology and related services to Hawai’i Island Community Health Center and other HCN participants. HCN also engages in quality assessment and improvement activities on behalf of its participants. For example, HCN coordinates clinical review activities on behalf of participating organizations to establish best practice standards and assess clinical benefits that may be derived from the use of electronic health record systems. HCN also helps participants work collaboratively to improve the management of internal and external patient referrals. Your health information may be shared by Hawai’i Island Community Health Center with other HCN participants when necessary for health care operations purposes of the organized health care arrangement.  

Hawai‘i Island Community Health Center is committed to providing equitable, affordable, and comfortable care. Because your care is based on your individual needs, we ask patients to share information such as race, ethnicity, language, gender identity, sexual orientation, and other factors. Your individual information is never shared outside of your provider and care team.  

Hawai’i Island Community Health Center will obtain your written authorization before using or disclosing PHI about you for purposes other than those provided for above or as otherwise permitted or required by law in connection with the services we provide to you. You may revoke an authorization at any time by notifying Hawai’i Island Community Health Center of your decision to revoke the authorization in writing. The notice should be addressed to the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740. Upon receipt of the written revocation, we will stop using or disclosing PHI about you, except to the extent that we have already taken action in reliance on the authorization.  

For More Information or to Report a Problem  

If you have questions or would like additional information about Hawai’i Island Community Health Center’s privacy practices, you may contact the HIPAA Privacy Officer at (808) 326-5629. Likewise, if you believe your privacy rights have been violated, you can file a written complaint with the HIPAA Privacy Officer at 75-5751 Kuakini Highway, Suite 203, Kailua-Kona, HI 96740, or with the U.S. Department of Health and Human Resources.  

File a Complaint Using the Health Information Privacy Complaint Form Package  

Open and fill out the Health Information Privacy Complaint Form Package PDF (https://www.hhs.gov/sites/default/files/ ocr-60-day-frn-hip-complaint-form-508r-11302022.pdf). You will need Adobe Reader software to fill out the complaint and consent forms.  

You may either: • Print and mail the completed complaint and consent forms to: Centralized Case Management Operations U.S. Department of Health and Human Services 200 Independence Avenue, S.W. Room 509F, HHH Bldg. Washington, D.C. 20201 • Email the completed complaint and consent forms to OCRComplaint@hhs.gov (Please note that communication by unencrypted email presents a risk that personally identifiable information contained in such an email, may be intercepted by unauthorized third parties.). 

File A Complaint Without Using Our Health Information Privacy Complaint Package If you prefer, you may submit a written complaint in your own format; either: • Print and mail the completed complaint and consent forms to: Centralized Case Management Operations U.S. Department of Health and Human Services 200 Independence Avenue, S.W. Room 509F, HHH Bldg. Washington, D.C. 20201, or • Via portal at https://ocrportal.hhs.gov/ocr/smartscreen/main.jsf There will be no retaliation for filing a complaint. Effective Date: April 20, 2023 

Download a Copy of the HICHC Notice of Privacy Practices Here

PATIENT MESSAGING PRIVACY POLICY

Overview

Hawaiʻi Island Community Health Center (“HICHC”) is committed to protecting the personal information patients and community members share through HICHC’s Patient Messaging Program. This Patient Messaging Privacy Policy explains how HICHC collects, uses, discloses, and protects information in connection with that program. This policy applies specifically to HICHC’s Patient Messaging Program and is separate from, but complementary to, HICHC’s HIPAA Notice of Privacy Practices and does not override or modify it. Nothing in this policy limits the rights provided under HICHC’s HIPAA Notice of Privacy Practices, which is available at https://hichc.org/wpcontent/uploads/23_059_Notice-of-Privacy-Practices-2.pdf. By providing a mobile telephone number and opting in to receive text messages from HICHC, a patient agrees to the terms of this policy.  

Information Collected  

HICHC and its authorized messaging service providers may collect and maintain a patient’s name, mobile telephone number, and program identifiers, along with communication preferences and consent records, including the date, time, and method of enrollment. HICHC may also maintain opt-in and opt-out records, message content, appointment and outreach information, delivery status and failed-delivery information, message date and time, patient responses, engagement data, and other information needed to route or respond to a message. Messaging information may be incorporated into a patient’s medical record when clinically or operationally appropriate.  

How Information Is Used  

HICHC may use messaging information to send appointment reminders and scheduling updates, confirm, cancel, or reschedule appointments, and provide healthcare reminders and outreach related to a patient’s care. This information also supports care coordination, allows HICHC to respond to patient requests and route messages to the appropriate department or workforce member, and helps HICHC provide relevant health and service information, manage communication preferences, and maintain compliance and operational records. When a patient responds to a message, the response may be automatically categorized as an opt-out, opt-in, help request, appointment confirmation, yes-or-no response, or another supported response type in order to route the patient to the appropriate next step.  

How Information Is Shared  

HICHC does not sell or rent personal information collected through the Patient Messaging Program, and mobile telephone information and messaging consent information are not shared with third parties or affiliates for independent marketing or promotional purposes. Messaging information may be disclosed to authorized HICHC workforce members, messaging service providers, and vendors that provide message delivery, hosting, technical support, or program administration. Information may also be disclosed to healthcare providers or health plans for permitted healthcare purposes, when authorized by the patient, when required by law or a court order, to address a serious and imminent threat to health or safety when legally permitted, or for another purpose permitted by HICHC’s Notice of Privacy Practices. Any vendor with access to messaging information may use that information only as necessary to provide contracted services.  

Enrollment and Consent  

Patients enrolled in the messaging program may receive timely reminders, such as upcoming appointments and insurance or Medicaid renewal deadlines that may affect their coverage. Patients may enroll in the Patient Messaging Program by providing a mobile telephone number during registration or check-in, selecting text messaging as a communication preference, completing a paper or electronic consent form or web form, responding to an enrollment message, texting an enrollment keyword, or providing consent through another HICHC approved process. By enrolling, a patient consents to receive recurring automated or manually initiated text messages from HICHC at the telephone number provided, and this consent is not a condition of receiving care. Patients are informed that message and data rates may apply, that message frequency may vary, that text messaging is not appropriate for emergencies or urgent medical concerns, that standard text messaging may not be encrypted, and that consent may be withdrawn at any time.  

Opt-Out and Re-Enrollment  

Text messaging is one of the primary ways HICHC shares time-sensitive information with patients. Patients may withdraw consent and stop receiving messages or adjust which types of messages they receive by contacting HICHC. Because HICHC uses more than one messaging system, replying STOP or CANCEL to a message may not stop messages sent from a different HICHC number or system, or may stop messages that patients still expect to receive, such as appointment reminders. Patients should contact HICHC to ensure they are opting out of the correct messages. A patient who previously opted out may resume receiving messages by contacting HICHC to update their communication preferences; HICHC may request additional identity verification or renewed consent before messaging resumes.  

Privacy and Security Risks  

Standard SMS text messaging may not be encrypted. Messages may be displayed on a locked screen, viewed by anyone with access to a patient’s device, stored by the device or mobile carrier, forwarded or copied, delivered to an incorrect or reassigned telephone number, delayed because of network or carrier issues, or intercepted through circumstances outside HICHC’s control. HICHC is not liable for delayed or undelivered messages including because delivery of messages can depend on the patient’s mobile carrier and network connectivity. HICHC uses reasonable safeguards, such as role-based access and secure system configurations, and limits message content to the minimum information reasonably necessary for the intended communication, though no communication system is completely secure and HICHC cannot guarantee the confidentiality of a standard text message during or after transmission.  

Minor Patients  

Messaging involving minor patients is managed in accordance with the patient’s age, the type of healthcare service involved, applicable federal and Hawaiʻi law, parent, guardian, or personal representative authority, and communication preferences documented in the patient’s record. Certain information involving minor patients may be subject to additional confidentiality requirements, and HICHC may limit, redirect, or decline to send information by text where necessary to protect a minor patient’s privacy or legal rights.  

Record Retention  

HICHC retains messaging information, consent records, opt-out records, and related documentation in accordance with applicable legal, regulatory, contractual, and organizational retention requirements, including to support treatment and care coordination, administer the messaging program, respond to complaints or disputes, and demonstrate compliance. Messaging records are securely destroyed when no longer required.  

Disclaimer  

HICHC relies on authorized messaging service providers and mobile carriers to transmit patient messages, and delivery may be affected by carrier availability, network conditions, device settings, telephone number reassignment, or other technical issues outside HICHC’s control. Delivery is not guaranteed, and HICHC is not responsible for delayed, incomplete, misdirected, blocked, or undelivered messages caused by circumstances outside its reasonable control. Mobile carriers are not liable for delayed or undelivered messages. To the maximum extent permitted by law, HICHC shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising from any patient’s access to, use of, or reliance upon any messaging or messaging services.  

Changes to This Policy  

This policy may be updated periodically to reflect changes in HICHC’s practices, technology, vendors, or legal requirements. When changes are made, the updated policy will be posted on HICHC’s website with a revised effective date, and patients are encouraged to review this policy regularly.  

Contact Us  

Questions or concerns regarding this Patient Messaging Privacy Policy may be directed to: Hawaiʻi Island Community Health Center Patient Engagement Phone: 808-333-3600 Email: HICHCPatientEngage@hichc.org Website: hichc.org Effective Date: August 1, 2026 

Download a Copy of HICHC’s Patient Messaging Privacy Policy

PATIENT MESSAGING TERMS & CONDITIONS

Program Information

Hawaiʻi Island Community Health Center (“HICHC”) operates a patient messaging program to communicate with patients and community members about appointments, healthcare reminders, personalized outreach, care coordination, organizational services, and other information related to health and wellness. Messages are sent through HICHC’s approved patient engagement platforms and are intended to support each patient’s health and wellness journey. Because HICHC uses more than one messaging system, patients may receive messages from more than one telephone number or short code, and the features available in each system — including the keywords it recognizes and the way messaging preferences are managed — may differ. These Patient Messaging Terms and Conditions apply specifically to HICHC’s Patient Messaging Program and are separate from, but complementary to, HICHC’s HIPAA Notice of Privacy Practices and other applicable organizational policies. These terms do not override or modify those other policies, and if a conflict arises between these terms and another HICHC policy with respect to the messaging program, these terms apply. By providing a mobile telephone number and opting in to HICHC’s Patient Messaging Program, a patient agrees to these Patient Messaging Terms and Conditions.

Consent to Receive Messages

Patients enrolled in the messaging program receive may timely reminders, such as upcoming appointments and insurance or Medicaid renewal deadlines that may affect their coverage. Patients may enroll in the messaging program by providing a mobile telephone number during registration or check-in, selecting text messaging as a communication preference, completing a paper or electronic consent form, completing a web form, responding to an enrollment message, texting an enrollment keyword, or providing consent through another HICHC-approved process. By enrolling, the patient consents to receive recurring automated or manually initiated text messages from HICHC at the telephone number provided. Consent to receive text messages is voluntary and is not a condition of receiving healthcare or other services from HICHC, and consent may be withdrawn at any time. Patients are responsible for providing HICHC with an accurate mobile telephone number and for informing HICHC of any changes to that number. By providing a telephone number, a patient represents that they are the subscriber or an authorized user of that number and that they are authorized to receive healthcare-related communications at it. Patients are also responsible for protecting access to their mobile device and for notifying HICHC if the device or telephone number is lost, stolen, disconnected, reassigned, or otherwise no longer under their control. HICHC is not responsible for messages that are accessed by another individual who has access to a patient’s device or mobile account. Although enrolled patients may receive messages, HICHC’s mere enrollment of patients does not obligate HICHC to send any messages and such service can be discontinued in whole or in part by HICHC at any time for any or no reason.

Message Types and Frequency

Patients may receive appointment communications, including appointment reminders, confirmations, scheduling and rescheduling information, cancellation notices, check-in instructions, referral follow-up, and clinic delay, closure, service change notifications or insurance or Medicaid renewal deadlines that may affect their coverage. HICHC generally sends no more than three reminders for an individual appointment, unless additional communication is needed to respond to a patient request or resolve a scheduling matter. Patients may also receive personalized 1-to-1 messages related to scheduling requests, care coordination, follow-up activities, questions, or other appropriate healthcare-related matters; the number of these messages varies depending on the patient’s needs and level of engagement. In addition, patients may receive healthcare reminders and outreach concerning preventive care, wellness visits, immunizations, screenings, chronic condition support, care gaps, follow-up care, medication reminders, health education, insurance or eligibility information, and related healthcare access topics. HICHC generally intends to limit this outreach to no more than three messages per clinical or outreach topic per month, though frequency may vary based on a patient’s needs, appointments, active campaigns, responses, and operational requirements. Patients enrolled in more than one messaging program may receive a higher overall number of messages as a result. Text messaging is not used for emergency medical services, diagnosing a medical condition, providing directing clinical evaluation, or communicating information that requires an immediate response. Text messaging may, however, be used to help patients schedule, confirm, or reschedule appointments, including automated messages that offer an earlier appointment or a new appointment time that a patient can select and confirm by text. Patients experiencing a medical emergency should call 911 or go to the nearest emergency department. Patients with an urgent medical concern that is not an emergency should contact HICHC directly or follow the clinic’s after-hours process, rather than relying on text messaging.

Message and Data Rates

HICHC does not charge patients to enroll in or receive messages through the Patient Messaging Program. Standard message and data rates imposed by a patient’s mobile carrier may apply, and patients are responsible for any fees, costs, or expenses associated with receiving or responding to text messages. Patients should contact their mobile carrier for details about their messaging plan.

Opt-Out and Re-Enrollment

Text messaging is one of the primary ways HICHC shares time-sensitive information with patients. Patients may withdraw consent and stop receiving messages or adjust which types of messages they receive by contacting HICHC. Because HICHC uses more than one messaging system, replying STOP or CANCEL to a message may not stop messages sent from a different HICHC number or system, or may stop messages that patients still expect to receive, such as appointment reminders. Patients should contact HICHC to ensure they are opting out of the correct messages. A patient who previously opted out may resume receiving messages by contacting HICHC to update their communication preferences; HICHC may request additional identity verification or renewed consent before messaging resumes.

Help and Support

Patients may contact HICHC for assistance using the information below. Hawaiʻi Island Community Health Center Patient Engagement Phone: 808-333-3600 Email: HICHCPatientEngage@hichc.org Website: hichc.org Text responses may differ depending on the messaging system used, and unsupported keywords may not be reviewed or answered. Please contact HICHC for assistance on the allowed text responses.

Privacy and Security

Standard text messaging may not be encrypted and may be displayed on a locked screen, viewed by anyone with access to a patient’s device, stored by the device or mobile carrier, forwarded or copied, delivered to an incorrect or reassigned telephone number, delayed due to network or carrier issues, or intercepted through circumstances outside HICHC’s control. Patients are encouraged to review HICHC’s Patient Messaging Privacy Policy for a full description of how messaging information is collected, used, and protected.

Disclaimer

HICHC relies on authorized messaging service providers and mobile carriers to deliver text messages, and message delivery is not guaranteed. HICHC is not liable for delayed, incomplete, misdirected, blocked, or undelivered messages caused by a third-party service provider, mobile carrier, patient device, an inaccurate telephone number, or other circumstances outside HICHC’s reasonable control. Mobile carriers are not liable for delayed or undelivered messages. To the maximum extent permitted by law, HICHC shall not be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages arising from any patient’s access to, use of, or reliance upon any messaging or messaging services.

No Guarantee of Clinical Response

Participation in the Patient Messaging Program does not guarantee that a message will be reviewed by a healthcare professional, that a response will be provided or provided within a specific time, that a message will be incorporated into the medical record, or that clinical advice will be given through text messaging. Patients remain responsible for contacting HICHC through an appropriate communication channel whenever care, clinical advice, scheduling assistance, or an immediate response is needed.

Changes to These Terms

HICHC may update these Patient Messaging Terms and Conditions periodically, including to reflect changes in its practices, technology, vendors, or legal requirements. Updated terms will be posted on HICHC’s website with a revised effective date, and continued participation in the Patient Messaging Program following any such update constitutes acceptance of the revised terms.

Governing Law

These Patient Messaging Terms and Conditions are governed by the laws of the State of Hawaiʻi, consistent with applicable federal law.

Contact Us

Questions or concerns regarding these Patient Messaging Terms and Conditions may be directed to: Hawaiʻi Island Community Health Center Patient Engagement Phone: 808-333-3600 Email: HICHCPatientEngage@hichc.org Website: hichc.org Effective Date: August 1, 2026

Download a Copy of HICHC’s Patient Messaging Terms & Conditions

Accessibility Statement