CareClix

Website Terms of Use and Telehealth Consent

Please read these terms and conditions carefully. They govern your access and use of the CareClix platform, website services, independent provider interactions, and terms of telehealth consent. Use of our services constitutes acceptance of these terms.

1. Provider and Entity Roles

CareClix Services, LLC is a Florida limited liability company that provides telehealth technology, administrative support, and related services to healthcare providers, organizations, employers, health plans, and other business clients. CareClix Services, LLC does not practice medicine and does not direct or control the independent clinical judgment of healthcare professionals. Clinical services made available through the CareClix platform are provided by appropriately licensed healthcare professionals, which may include providers affiliated with CareClix Network, PA or other participating provider organizations. The treating healthcare professional and applicable provider organization are responsible for clinical care. Providers must be appropriately licensed or otherwise authorized to provide care in the jurisdiction where the patient is located at the time of service, as required by applicable law.

The services available through the CareClix platform vary by client program, applicable written agreement, patient location, provider availability, provider licensure, and applicable law. Depending on the applicable program, services may include telehealth consultations for urgent care, medical guidance, second opinions, mental health support, specialty care, or other services described in the applicable program materials. Telehealth may not be appropriate for every medical condition. A treating healthcare professional may recommend an in-person examination, diagnostic testing, specialist referral, emergency services, or another level of care when clinically appropriate. The CareClix platform and telehealth services are not intended for medical emergencies. If you believe you are experiencing a medical emergency, call 911 or seek immediate care at the nearest emergency department.

CareClix Services, LLC is not an insurance company, health insurance plan, or health benefit plan unless expressly stated otherwise in an applicable written agreement. Access to services through the CareClix platform does not itself constitute health insurance and does not guarantee coverage or payment for hospitalizations, surgeries, prescription medications, diagnostic testing, specialist services, or other medical expenses. Any benefits, cost-sharing responsibilities, eligibility requirements, or financial obligations applicable to a patient are determined by the applicable health plan, employer program, client agreement, direct-pay arrangement, or other governing terms.

Telehealth services made available through CareClix Services, LLC are voluntary. Clinical services are provided by appropriately licensed healthcare professionals, which may include providers affiliated with CareClix Network, PA or other participating provider organizations. Telehealth has inherent limitations. Some conditions cannot be adequately evaluated, diagnosed, or treated remotely. The treating healthcare professional may recommend or require an in-person examination, additional testing, referral to another provider, or a higher level of care when clinically appropriate. Prior to or during a telehealth consultation, patients will be provided information identifying the treating healthcare professional, including applicable credentials and licensure information as required by law. Privacy and confidentiality protections that apply to healthcare services also apply to telehealth as required by applicable law. Telehealth services are not intended for emergencies. If you believe you are experiencing a medical emergency, call 911 or seek immediate care at the nearest emergency department. If you are experiencing a mental health crisis or suicidal thoughts in the United States, call or text 988 or call 911. You may withdraw consent to receive telehealth services at any time, subject to applicable law and any limitations necessary to safely conclude an ongoing episode of care. Withdrawing telehealth consent may limit your ability to receive services through the platform but does not, by itself, affect eligibility for other healthcare services or benefits. You are responsible for providing accurate and complete information to the treating healthcare professional and for informing the provider of your physical location at the time of a telehealth consultation when requested.

A healthcare provider-patient relationship may be established when an appropriately licensed healthcare professional provides a telehealth consultation in accordance with applicable law. Use of the CareClix website or technology alone, viewing educational content, or communicating with an affiliate, referral partner, or administrative representative does not establish a provider-patient relationship.

All clinical decisions, including diagnosis, treatment recommendations, referrals, and whether to prescribe medication, are made by the treating healthcare professional in the exercise of independent professional judgment and in accordance with applicable law and the policies of the applicable provider organization. CareClix Services, LLC does not prescribe medications. A treating healthcare professional is not obligated to prescribe any medication or treatment because a patient requests it. The availability of particular medications through telehealth may be limited by federal or state law, professional standards, the treating provider’s clinical judgment, and the policies of the applicable provider organization. Users may not misuse the platform to circumvent a clinical determination by repeatedly seeking the same restricted or clinically denied medication or treatment from different providers. This restriction does not prevent a legitimate second opinion or appropriate follow-up care when otherwise permitted by the applicable program and provider organization.

When included in the applicable program, mental health support provided through telehealth is not a substitute for emergency psychiatric care, inpatient treatment, or crisis intervention. The scope of available behavioral or mental health services may vary by program and provider availability. If a treating healthcare professional determines that a patient’s needs exceed the scope of the telehealth service, the provider may recommend or refer the patient to appropriate in-person, emergency, or specialized care. If you are experiencing a mental health crisis or suicidal thoughts in the United States, call or text 988 or call 911.

Fees, billing schedules, payment terms, program periods, renewal terms, cancellation rights, and any applicable service charges are governed by the applicable client agreement, order form, proposal, statement of work, health plan terms, employer program, or direct-pay arrangement. If a patient or user is personally responsible for payment, the applicable charges and cancellation terms will be disclosed through the relevant enrollment, order, or payment process. Nothing in these website terms modifies the commercial terms of an executed written agreement with CareClix Services, LLC.

You agree to use the CareClix website, platform, and related services lawfully and responsibly. You agree to: Provide accurate and complete registration, contact, location, and health information when required for care; Maintain the confidentiality and security of your account credentials and promptly report suspected unauthorized access; Treat healthcare professionals, staff, and other users respectfully and refrain from abusive, threatening, discriminatory, or harassing conduct; Use the platform only for your own authorized care or for another individual when you are legally authorized to act on that person’s behalf; Comply with applicable laws and reasonable platform, security, and clinical-use requirements. You may not: Provide false or misleading medical, identity, eligibility, or payment information; Use the platform to seek prescriptions or treatment unlawfully, fraudulently, or in an effort to circumvent a prior clinical determination; Record a telehealth consultation without all consent required by applicable law and the treating provider’s policies; Use the platform as a substitute for emergency services or for any unlawful, fraudulent, abusive, or harmful purpose; Attempt to gain unauthorized access to another account, interfere with platform security, or disrupt the operation of CareClix technology.

CareClix Services, LLC may suspend, restrict, or terminate a user’s access to the platform when reasonably necessary to address a violation of these terms, suspected fraud, misuse, abusive or threatening conduct, security concerns, unauthorized access, nonpayment where the user is directly responsible for payment, or conduct that threatens the safety or integrity of patients, providers, staff, or the platform. Any suspension or termination of platform access is subject to applicable law and any governing client agreement. Termination of platform access does not eliminate rights to medical records or any clinical obligations arising from care previously provided. When clinically required, the treating provider or provider organization remains responsible for appropriate follow-up instructions, transition of care, or referrals consistent with applicable law and professional standards.

Medical records created in connection with a telehealth consultation are maintained by the treating provider or applicable provider organization in accordance with applicable federal and state record-retention requirements. CareClix Services, LLC may provide technology or administrative support related to records but does not alter the clinical recordkeeping obligations of the treating provider or provider organization. Patients may request access to their medical records through the treating provider, applicable provider organization, or CareClix support as appropriate. Requests will be handled in accordance with applicable law and the relevant provider organization’s procedures.

CareClix Network, PA’s Medical Director and physician leadership establish, oversee, and enforce the clinical standards applicable to care provided by CareClix Network, PA healthcare professionals through the CareClix platform. The Patient Safety and Fair Care Council (PSFCC) operates under this clinical leadership to support patient safety, monitor quality, review patient and client feedback, and help identify opportunities for quality improvement and corrective action when appropriate. CareClix Services, LLC provides technology, administrative support, and related services but does not establish, direct, or override the independent clinical judgment or clinical standards of CareClix Network, PA or its licensed healthcare professionals. Patients and clients may submit complaints, concerns, or other feedback through the CareClix message center or by contacting support@careclix.com. Submissions are reviewed and, when appropriate, referred to the Patient Safety and Fair Care Council, clinical leadership, or other responsible personnel for evaluation and follow-up. Appropriate corrective or quality-improvement action may be taken based on the nature and circumstances of the concern. Concerns regarding a licensed healthcare professional may also be reported to the appropriate state professional licensing board.

By providing contact information, you authorize CareClix Services, LLC and participating provider organizations to send communications reasonably necessary to administer your account, provide requested services, coordinate care, communicate appointment or service information, address security issues, or fulfill legal or contractual obligations, subject to applicable law. Marketing or promotional communications will be sent only with any consent required by applicable law. Consent to receive marketing communications is not a condition of receiving healthcare services or purchasing a service unless expressly permitted by law. You may opt out of marketing emails by using the unsubscribe mechanism provided and may opt out of marketing text messages by replying STOP or using another method provided in the message. Opting out of marketing communications does not prevent service-related or legally required communications. Message and data rates may apply to text messages depending on your wireless plan.

In addition to Protected Health Information governed by HIPAA, CareClix websites or digital services may collect information that is regulated as consumer health data under Washington’s My Health My Data Act or similar state privacy laws. Where such laws apply, CareClix Services, LLC will provide required notices and obtain any consent required for the collection, use, or sharing of consumer health data. Where required by law, a separate Consumer Health Data Privacy Policy is made available through a distinct link on the CareClix website. That policy describes the categories of consumer health data collected, the purposes for collection and use, the categories of sources and recipients, and applicable consumer rights.

CareClix Services, LLC is committed to protecting the privacy and security of information processed through its technology and services. Depending on the nature of the applicable services and contractual relationship, CareClix Services, LLC may act as a Business Associate to CareClix Network, PA, another healthcare provider, health plan, or other HIPAA Covered Entity. When acting as a Business Associate, CareClix Services, LLC handles Protected Health Information (PHI) in accordance with applicable Business Associate Agreements, HIPAA, and other applicable law. The collection, use, disclosure, storage, and protection of personal information are further described in the CareClix Privacy Policy and other applicable privacy notices available through careclix.com.

Except as otherwise expressly provided in an applicable written agreement with CareClix Services, LLC, the CareClix website, platform, technology, and related services are provided on an “as is” and “as available” basis. To the fullest extent permitted by applicable law, CareClix Services, LLC makes no warranties, express or implied, regarding the website or technology services, including warranties of merchantability, fitness for a particular purpose, availability, accuracy, completeness, or non-infringement. CareClix Services, LLC does not guarantee any particular clinical outcome. Specific warranties, service levels, performance commitments, uptime standards, remedies, or other obligations applicable to a client may be set forth in an applicable service agreement, order form, statement of work, service level agreement, or other written agreement with CareClix Services, LLC. In the event of a conflict between this section and an executed written agreement, the executed agreement controls. To the fullest extent permitted by applicable law and subject to the terms of any applicable written agreement, CareClix Services, LLC will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising from or related to the use of, or inability to use, the CareClix website, platform, technology, or related services. Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited.

Unless otherwise provided in an applicable written agreement or prohibited by applicable law, these terms are governed by and construed in accordance with the laws of the State of Florida, without regard to its conflict-of-law principles. If you have a concern or dispute relating to these terms, please contact support@careclix.com first so that the matter may be addressed informally. Any dispute-resolution, arbitration, venue, jurisdiction, or class-action provisions contained in an applicable executed client or service agreement will control to the extent they apply. For an individual user who is not subject to different dispute-resolution terms in an applicable written agreement, any dispute that cannot be resolved informally will, to the extent permitted by law, be resolved by binding arbitration administered by the American Arbitration Association under its applicable rules. Unless the parties agree otherwise or applicable law requires a different location, the arbitration will take place in Florida. The parties waive participation in a class action to the extent permitted by law. An individual user may opt out of this arbitration provision within 30 days after first accepting these terms by emailing support@careclix.com with the subject line “Arbitration Opt-Out.”

CareClix Services, LLC may update these website terms from time to time to reflect changes in its services, business practices, technology, or applicable legal and regulatory requirements. Updates will become effective when posted or on the effective date otherwise stated. Where required by law, additional notice or consent will be provided. Nothing in an update to these website terms will modify or supersede the terms of an executed written agreement with CareClix Services, LLC unless expressly agreed to in writing by the applicable parties.

Florida: Complaints regarding a Florida-licensed healthcare professional may be submitted to the Florida Department of Health, Division of Medical Quality Assurance. Consumer Services may be reached at 850-245-4339, and an online complaint may be submitted through the Florida HealthSource Medical Quality Assurance complaint portal. Clinical care remains the responsibility of the treating healthcare professional and applicable provider organization. Texas: NOTICE CONCERNING COMPLAINTS: Complaints about physicians, as well as other licensees and registrants of the Texas Medical Board, may be reported for investigation to: Texas Medical Board, Attention: Investigations, 1801 Congress Avenue, Suite 9.200, P.O. Box 2018, Austin, Texas 78768-2018. Assistance in filing a complaint is available at 1-800-201-9353. Additional information is available from the Texas Medical Board website. For patients located in Texas, the treating healthcare professional will comply with applicable Texas telemedicine requirements. When required and with appropriate authorization, relevant information from a telehealth encounter may be provided to the patient’s primary care physician or other healthcare provider. If in-person follow-up is clinically indicated, the treating provider will provide or recommend appropriate next steps. California: NOTICE CONCERNING COMPLAINTS: Complaints about physicians and other licensed healthcare providers may be reported to the Medical Board of California, Central Complaint Unit, 2005 Evergreen Street, Suite 1200, Sacramento, CA 95815-5401. Toll-free: 1-800-633-2322. For patients located in California, telehealth is voluntary and consent must be obtained and documented as required by California law. The same professional standard of care applies whether care is provided through telehealth or in person. California laws concerning the confidentiality of healthcare information and patient rights to medical information also apply to telehealth interactions. If the treating provider determines that an in-person evaluation or follow-up is clinically appropriate, the provider may recommend or refer the patient for such care.