Notice of Privacy Practices

This documentation was last updated on: 10/8/2026 12:31:47 AM (UTC).

AMWELL MEDICAL GROUP
CONSISTING OF: ONLINE CARE NETWORK II PC, ONLINE CARE GROUP PC, AMERICAN WELL PHYSICIANS NJ PC, ONLINE CARE GROUP ALASKA PC, ONLINE CARE GROUP TEXAS PA, AMERICAN WELL MEDICAL GROUP CA PC,
AMWELL MEDICAL GROUP NJ PC, AMWELL MEDICAL GROUP AK PC, AND AMWELL MEDICAL GROUP
TX PA (COLLECTIVELY, “PROVIDER”)

For more information, contact the Provider:
Chief Privacy Officer
75 State St., 26th Floor
Boston, MA 02109
(617) 204-3500
Privacy@amwell.com

For a copy of Amwell Medical Group’s Notice of Nondiscrimination, please click here:
https://patients.amwell.com/notices/notice-of-nondiscrimination

For a copy of Amwell Medical Group’s Notice of Availability, please click here:
https://patients.amwell.com/notices/notice-of-availability

Your information. Your rights. Our responsibility.

This Notice of Privacy Practices (“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.

Your health information 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. You have the right to:

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 email) 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. Upon request, 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. 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.

You have the right to tell us to: Share information with your family, close friends, or others involved in your care (or not to) 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:

a) Marketing purposes

b) Sale of your information

c) Most sharing of psychotherapy notes

In addition, mental health records may be withheld from you if your clinician determines that disclosure would be detrimental to you.

Our uses and disclosures

We use and share your health information to care for you, to get paid, to run our healthcare organization, and for other purposes permitted or required by law. The list that follows explains each purpose where we may disclosure your PHI, including examples.

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 to 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.

Help with public health and safety issues. 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.

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, and 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 upon request. We never sell identifiable personal information. 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, and your updated instructions will apply to any future requests for information that we receive.

Federal and state laws may place additional limitations on the disclosure of your health information related to drug or alcohol abuse treatment programs, sexually transmitted diseases, genetic information, or mental health treatment programs. When required by law, we will obtain your authorization before releasing this type of information. 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.

Accessing health plan data

By accepting the terms of this Notice, you acknowledge and agree that Amwell Medical Group and its staff may request, receive, access, review and use any health and personal information your health plan may share with us, as permitted by applicable law. This information may include, but is not limited to, your medical records, lab results, treatment history, and other relevant medical history (your “Health Information”). We believe that having access to this additional Health Information about you can help our clinicians to make more informed clinical decisions about your care. For clarity, Health Information does not include any sensitive health data such as medical and pharmacy claims and records related to behavioral health diagnosis, HIV status, abortion history, substance abuse, etc.

We can assure you that Amwell Medical Group is committed to safeguarding your Health Information in accordance with applicable privacy laws. By accepting this Notice, you consent to allow Amwell Medical Group to request and receive your Health Information from your health plan for treatment purposes. This information will be shared with individuals involved in providing and coordinating your care, including Amwell Medical Group. You should not “accept” the terms of this Notice if you do not want Amwell Medical Group to receive your Health Information from your health plan or other available sources. In such case, Amwell Medical Group will not access your Health Information. Please be aware that your refusal to accept the terms of this Notice or your withdrawal of consent may impact your care coordination, and the ability for Amwell Medical Group’s providers and staff to access important information for your treatment and ultimately our ability to provide care to you.

By accepting the terms of this Notice, you also acknowledge that, if you are a parent or guardian, you are consenting to these terms on behalf of any dependent minors under your care, allowing Amwell Medical Group to access and use their health information in accordance with the terms outlined above.

Patient bill of rights

Many states have adopted a patient bill of rights applicable to patients of physicians and/or hospitals and other health care facilities. Some of those states require that physicians provide a copy of the bill of rights to their patients. The portion of the bill of rights that is relevant to the Service is provided to you here on behalf of Provider. Please note that it includes patient responsibilities as well.

· A patient has the right to be treated with courtesy and respect, with appreciation of his or her individual dignity, and with protection of his or her need for privacy.

· A patient has the right to a prompt and reasonable response to questions and requests within the context of the Service.

· A patient has the right to know who is providing medical services and who is responsible for his or her care.

· A patient has the right to know what patient support services are available, including whether an interpreter is available if he or she does not speak English.

· A patient has the right to know what rules and regulations apply to his or her conduct.

· A patient has the right to be given information by the health care clinician concerning diagnosis, planned course of treatment, alternatives, risks, and prognosis.

· A patient has the right to refuse any treatment provided via the Service unless otherwise required by law.

· A patient has the right to receive a copy of a reasonably clear and understandable, itemized bill and/or receipt and, upon request, to have the charges explained.

· A patient has the right to impartial access to medical treatment or accommodations, regardless of race, national origin, religion, handicap, or source of payment, subject to the technical limitations of the Service.

· A patient has the right to express grievances regarding any violation of his or her rights, as stated in state law, through the grievance procedure of the clinician which served him or her and to the appropriate state licensing agency.

· A patient is responsible for providing to the Provider, to the best of his or her knowledge, accurate and complete information about present complaints, past illnesses, hospitalizations, medications, and other matters relating to his or her health.

· A patient is responsible for reporting unexpected changes in his or her condition to the Provider. A patient is responsible for reporting to the Provider whether he or she comprehends a contemplated course of action and what is expected of him or her.

· A patient is responsible for following the treatment plan recommended by the Provider.

· A patient is responsible for his or her actions if he or she refuses treatment or does not follow the Provider’s instructions.

No Surprises Act

You have the right to receive a "Good Faith Estimate" explaining how much your medical care will cost. Under the law, health care providers need to give patients who don't have insurance or who are not using insurance an estimate of the bill for medical items and services. You have the right to receive a Good Faith Estimate for the total expected cost of any non-emergency items or services. This includes related costs like medical tests, prescription drugs, equipment, and hospital fees. Make sure your health care provider gives you a Good Faith Estimate in writing at least 1 business day before your medical service or item. You can also ask your health care provider, and any other provider you choose, for a Good Faith Estimate before you schedule an item or service. If you receive a bill that is at least $400 more than your Good Faith Estimate, you can dispute the bill. Make sure to save a copy or picture of your Good Faith Estimate. For questions or more information about your right to a Good Faith Estimate, visit www.cms.gov/nosurprises or call 1-800-985-3059.

Missed appointment policy

We reserve the right to charge you a cancellation fee for missing a scheduled appointment or for failing to cancel/reschedule within 24-hours. The cancellation fee for Therapy, Psychiatry, Primary Care, and Psychiatry follow-up appointments is $40. The cancellation fee for Psychiatry initial appointments is $99. This is not a penalty, rather it is an estimation of the cost we incur for a missed appointment. Our goal is to provide our patients with quality care in a timely manner. A missed appointment may prevent other patients from receiving care. To cancel your appointment: log into your account, select the appointment you would like to cancel, and click Cancel Visit or contact Customer Support.

Appointment reminders

We may send you text messages to remind you of your upcoming scheduled appointments. You agree that we may use the phone number we have on file for you to send those texts. Text messaging is an inherently insecure method of communication, and there is risk that text messages regarding your upcoming appointment could be accessed or intercepted and read by a third party. By agreeing to receive text messages, you acknowledge and agree to accept this risk. You may opt-out of receiving text messages at any time. From the web: Log into your account and select Account. On the Account page, select Preferences. Locate the Appointment Text Reminders preference and select Edit, toggle the response to No. From a mobile device: Log into your account and select the More icon. Select My Preferences > Appointment Text Reminders > Disable Text Reminders. You can also opt-out of receiving future text messages by replying “STOP” to an appointment reminder SMS or by calling us at 1-800-7978971.

Advance Directives

You have the right to make decisions about your medical care, including the right to accept or refuse treatment as permitted by law. You may also create an advance directive, such as a living will or designation of a health care proxy or agent, to communicate your treatment preferences and identify a person authorized to make health care decisions on your behalf if you are unable to do so. We encourage you to provide us with a copy of any advance directive that you would like included in your medical record. To the extent permitted by applicable law, we will honor valid advance directives that are available to us and applicable to the care being provided.

State specific notices

FOR ALL RESIDENTS: You may contact the applicable medical or professional licensing board in your state to verify a provider’s license, obtain information about the provider’s professional credentials or disciplinary history, or file a complaint regarding the provider or the care you received.

FOR CALIFORNIA RESIDENTS

You may request that a copy of your medical record be provided to your primary care provider. You may make this request directly to your treating provider during the visit or contact our support team at 855-818-3627 or customer.support@amwell.com for assistance. You may also access and download a copy of your medical record through the platform after the visit and provide it directly to your primary care provider.

You or your legal representative retains the option to withhold or withdraw consent to receive health care services via the Service at any time without affecting your right to future care or treatment nor risking the loss or withdrawal of any benefits to which you or your legal representative would otherwise be entitled.

All existing confidentiality protections apply. All existing laws regarding patient access to medical information and copies of medical records apply.

Dissemination of any of any of your identifiable images or information from the telemedicine interaction to researchers or other entities shall not occur without your consent.

All provisions herein, including your informed consent to receive services via the Service are for the benefit of the treating clinician as well as for your benefit.

Medical doctors are licensed and regulated by the Medical Board of California, (800) 633-2322, www.mbc.ca.gov. The license status of physicians, nurse practitioners, psychologists, therapists, and other providers licensed by the California Department of Consumer Affairs may be verified at search.dca.ca.gov.

FOR CONNECTICUT RESIDENTS

You can verify a practitioner’s license number directly with the State of Connecticut through their primary source database which contains up-to-date information. Please visit the Connecticut eLicense web portal at https://www.elicense.ct.gov/Lookup/LicenseLookup.aspx to search by the practitioner’s first and last name.

FOR DISTRICT OF COLUMBIA RESIDENTS

The Provider's privacy practices permit the disclosure of your mental health information to other health care providers, without your authorization, in connection with your diagnosis, evaluation, treatment, case management, quality assessment and improvement activities, or rehabilitation, when and to the extent necessary to facilitate the delivery of health or professional services to you. You may request that your mental health information not be disclosed for these purposes by contacting us at 855-818-3627 or customer.support@amwell.com. If you make this request, your mental health information will not be disclosed for these purposes, except as otherwise permitted by law. Other disclosures of your mental health information will be made only with your written authorization or as otherwise permitted by the District of Columbia Mental Health Information Act.

You are entitled to receive a copy of your mental health record within 30 days of your request, subject to a limitation imposed by the mental health professional primarily responsible for your diagnosis or treatment, which may be imposed only if necessary to protect you or another person from a substantial risk of imminent and serious physical injury.

FOR FLORIDA RESIDENTS

Urgent care services are available 24 hours a day, 7 days a week. For scheduled services, such as therapy and psychiatry, availability varies by clinician. You can view a clinician's available appointment times on that clinician's profile page when scheduling a visit.

The Weight-Loss Consumer Bill of Rights:

(A) Warning: Rapid weight loss may cause serious health problems. Rapid weight loss is weight loss of more than 1½ pounds to 2 pounds per week or weight loss of more than 1 percent of body weight per week after the second week of participation in a weight-loss program.

(B) Consult your personal physician before starting any weight-loss program.

(C) Only permanent lifestyle changes, such as making healthful food choices and increasing physical activity, promote long-term weight loss.

(D) Qualifications of this provider are available upon request.

(E) You have a right to:

Ask questions about the potential health risks of this program and its nutritional content, psychological support, and educational components.
Receive an itemized statement of the actual or estimated price of the weight-loss program, including extra products, services, supplements, examinations, and laboratory tests.
Know the actual or estimated duration of the program.
Know the name, address, and qualifications of the dietitian or nutritionist who has reviewed and approved the weight-loss program according to s. 468.505(1)(j), Florida Statutes.

FOR GEORGIA RESIDENTS

The patient has the right to file a grievance with the Georgia Composite Medical Board, concerning the physician, staff, office, and treatment received. The patient should send a written complaint to the board. The patient should be able to provide the physician or practice name, the address, and the specific nature of the complaint. Complaints or grievances may be reported to the Board at the following address or telephone number:

Georgia Composite Medical Board
Attn: Complaints Unit
2 Martin Luther King Jr. Drive SE
11th floor, East Tower
Atlanta, GA 30334
(404) 656-3913
www.medicalboard.georgia.gov

FOR INDIANA RESIDENTS

Unless your clinician specifically discloses otherwise, with the exception of charges for services delivered to patients, clinicians do not have any financial interest in any information, products, or services offered through the Service.

I expressly consent to clinicians forwarding my patient identifiable information to the third party payor responsible for the Service or its designee. I agree that I will hold harmless said payor(s), American Well Corporation and Provider for any loss of information due to a technical failure.

Notice Concerning Complaints:

Complaints concerning an Indiana-licensed health care practitioner may be filed with the Consumer Protection Division of the Office of the Indiana Attorney General. You may file a complaint online or download the applicable complaint form at https://www.in.gov/attorneygeneral/consumer-protection-division/file-a-complaint/. If filing by mail, you must complete, sign, and print the form and mail it, along with copies of all relevant supporting documentation, to:

Consumer Protection Division
Office of the Indiana Attorney General
302 W. Washington St., 5th Floor
Indianapolis, IN 46204

You may also request a complaint form by calling 1-800-382-5516 or 317-232-6330.

FOR KANSAS RESIDENTS

It is unlawful for any person who is not licensed under the Kansas Healing Arts Act to open or maintain an office for the practice of the healing arts in this State.

This office is maintained under the authority of a person who is licensed to practice the healing arts in Kansas.

Questions and concerns regarding this professional practice may be directed to:

KANSAS STATE BOARD OF HEALING ARTS
800 SW Jackson St., Suite 700
Topeka, Kansas 66612
PHONE: (785) 296-7413
FAX: (785) 296-0852
WEBSITE: https://ksbha.ks.gov

FOR LOUISIANA RESIDENTS

Services provided through the Service are intended to supplement, not replace, care from your primary care provider or other treating clinicians. The clinician you see through the Service is responsible for the care provided during your visit. Your primary care provider, if you have one, remains responsible for managing your overall health care. You may decline to receive medical services by telemedicine at any time.

FOR MARYLAND RESIDENTS

Before your visit, your identity will be verified using information you provide, such as your name, date of birth, email, phone and home address. At your first visit, your clinician will provide their name, contact information, license type, and specialty, if applicable.

FOR MASSACHUSETTS RESIDENTS

Physician license status and profile information may be verified through the Massachusetts Board of Registration in Medicine at www.mass.gov/orgs/board-of-registration-in-medicine. Licenses for other health professionals may be verified through the applicable Massachusetts licensing board at www.mass.gov.

FOR MICHIGAN RESIDENTS

If you are an adult, do not have a guardian, and have not been adjudicated legally incompetent, you may request access to your mental health records. Your request will be fulfilled as soon as possible, but no later than the earlier of 30 days after the request is received or, if you are receiving treatment from the Provider, before you are released from treatment.

FOR MINNESOTA RESIDENTS

If a family member or caregiver requests information about your mental health treatment, you will be asked whether you wish to authorize disclosure, and any limited disclosure will be made only as permitted by Minnesota law.

FOR NEVADA RESIDENTS

Under Nevada law (NRS 629.051), your health care records will be kept for at least 5 years after they are created or received. Records of a patient who is under 23 years of age will not be destroyed until the patient turns 23. After the applicable period, your records may be destroyed, unless federal law requires that they be kept longer.

FOR NEW JERSEY RESIDENTS

Your telehealth visit may be provided by a health care provider who is not a physician such as a Nurse Practitioner. You have the right to request that your telehealth visit be scheduled with a physician. If you would prefer to be seen by a physician, please contact at 855-818-3627 or customer.support@amwell.com or let your provider know during your visit so that we can assist with scheduling a physician visit.

Provider participates in health benefit plans that may be verified through a real-time eligibility check prior to your visit. If your plan is not listed, the services you receive may be out of network, and you may have greater out-of-pocket costs. You may request an estimate of charges before receiving non-emergency services.

FOR NEW YORK RESIDENTS

FOR RHODE ISLAND RESIDENTS

Provider licenses may be verified through the Rhode Island Department of Health license lookup at health.ri.gov

FOR SOUTH DAKOTA RESIDENTS

Information about fees and charges for health care services is available upon request. If you have questions about the cost of your care, please contact us for additional information. You have the right of access to your mental health records upon request.

FOR TEXAS RESIDENTS

Complaints about physicians, as well as other licensees and registrants of the Texas Medical Board, including physician assistants, acupuncturists, surgical assistants, medical radiologic technologists, non-certified radiologic technicians, respiratory care practitioners, medical physicists, and perfusionists may be reported for investigation at the following address:

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 by calling the following telephone number:
1-800-201-9353

For more information please visit our website at
www.tmb.state.tx.us

AVISO SOBRE LAS QUEJAS

Quejas sobre médicos, así como sobre otros profesionales médicos de la Junta Médica de Texas, incluyendo asistentes medicos profesionales, acupunturistas, asistentes quirúrgicos, tecnólogos médicos en radiología, técnicos radiólogos no certificados, profesionales de cuidados respiratorios, físicos médicos, y perfusionistas se pueden presentar en la siguiente dirección para ser investigadas:

Texas Medical Board
Attention: Investigations
1801 Congress Avenue, Suite 9.200
P.O. Box 2018
Austin, Texas 78768-2018

Si necesita ayuda para presentar una queja, llame al:
1-800-201-9353

Para obtener más información, visite nuestro sitio web en
www.tmb.state.tx.us

FOR VERMONT RESIDENTS

Physician (MD) and physician assistant licenses may be verified through the Vermont Board of Medical Practice at www.healthvermont.gov. Licenses for osteopathic physicians, nurses, nurse practitioners, and mental health professionals may be verified through the Vermont Office of Professional Regulation at sop.vermont.gov/opr.

FOR VIRGINIA RESIDENTS

Medical records are maintained for a minimum of six years following the last patient encounter. Records of a minor are maintained until the minor reaches 18 years of age or becomes emancipated, and for no less than six years following the last patient encounter. Records may be maintained longer where required by contract or federal law. After the applicable retention period, records are destroyed in a manner that protects patient confidentiality. You may request a copy of your records, or that your records be transferred to another health care provider, at any time.

FOR WISCONSIN RESIDENTS

You have the right to receive, upon request and at no cost, information regarding charges for a health care service, diagnostic test, or procedure that you identify and that is provided by the Provider