Notice of Privacy Practices

This documentation was last updated on: 7/29/2025 7:10:23 PM (UTC).

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Effective Date June 4, 2025

AMWELL MEDICAL GROUP
CONSISTING OF: ONLINE CARE NETWORK II 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

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.

Your Rights

You have the right to:

Your Choices

You have some choices in the way that we use and share information as we:

Our Uses and Disclosures

We may use and share your information as we:

Continue reading for more detailed information . . .

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

Ask us to correct your medical record

Request confidential communications

Ask us to limit what we use or share

Get a list of those with whom we’ve shared information

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

File a complaint if you feel your rights are violated

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:

In these cases we never share your information unless you give us written permission:

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

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 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.

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:

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: 

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

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.

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 OCN. 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.

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.

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.

State Specific Notifications (See Below For State Specific Mental Health Notifications)

FOR CALIFORNIA RESIDENTS

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.

NOTICE

Medical doctors are licensed and regulated by the Medical Board of California
(800) 632-2322 www.mbc.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 FLORIDA RESIDENTS

Each clinician’s hours are variable. To access a clinician’s in-office schedule, go to that clinician’s login
page where the clinician’s in-office hours are posted.

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 11/2 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 WEIGHTLOSS 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:
1. ASK QUESTIONS ABOUT THE POTENTIAL HEALTH RISKS OF THIS PROGRAM AND ITS NUTRITIONAL
CONTENT, PSYCHOLOGICAL SUPPORT, AND EDUCATIONAL COMPONENTS.
2. RECEIVE AN ITEMIZED STATEMENT OF THE ACTUAL OR ESTIMATED PRICE OF THE WEIGHT-LOSS
PROGRAM, INCLUDING EXTRA PRODUCTS, SERVICES, SUPPLEMENTS, EXAMINATIONS, AND
LABORATORY TESTS.
3. KNOW THE ACTUAL OR ESTIMATED DURATION OF THE PROGRAM.
4. 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),

FOR GEORGIA RESIDENTS 

Patient Right to Know

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 either call the Board with such a
complaint or 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.

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

You may either file a complaint online or download the appropriate complaint form found at
http://www.indianaconsumer.com/filecomplaint.asp. If downloading, you must complete, sign, print,
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 can also request a complaint form by calling 800-382-5516 or 317-232-6330.

FOR KANSAS RESIDENTS

Notice to Patients: Required Signage for K.A.R. 100-22-6
Prepared by the State Board of Healing Arts
April 5, 2007

NOTICE TO PATIENTS

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 Kansas.

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

KANSAS STATE BOARD OF HEALING ARTS
235 S. Topeka Boulevard 
Topeka, Kansas 66603
PHONE: (785) 296-7413
TOLL FREE: 1(888) 886-7205
FAX: (785) 296-0852
WEBSITE: www.ksbha.org

FOR LOUISIANA RESIDENTS

The relationship between you and the Provider is not intended to replace the relationship between you
and other clinicians. The relationship between you and the Provider is supplemental. Your primary care
physician is responsible for your overall health care management.

FOR MARYLAND RESIDENTS

Our procedure to verify the identification of the individual transmitting the communication:

We verify your identification through the assignment and use of a unique username and password
combination. When you sign into the Service, your username and password identify you.

Access to data via the Service is restricted through the use of unique usernames and passwords. The
username and password assigned to you are personal to you and you must not share them with any
other individual.

When you choose a clinician, you will set up an appointment time. Clinician is hereby providing you with
access to Provider’s notice of privacy practices. During the appointment, the clinician will communicate
with you and respond to your questions in real time.

FOR OKLAHOMA RESIDENTS

You always retain the option to withhold or withdraw consent from obtaining health care services via
the Service. If you decide that you no longer wish to obtain health care services via the Service, it will
not affect your right to future care or treatment, nor will you risk the loss or withdrawal of any program
benefits to which you would otherwise be entitled.

Patient access to all medical information transmitted during a telemedicine interaction is guaranteed by
the clinician and copies of this information are available at stated costs, which shall not exceed the
direct cost of providing the copies.

All existing confidentiality protections apply.

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

FOR SOUTH DAKOTA RESIDENTS 

SHOULD ANY PATIENT WISH TO DISCUSS FEES OR CHARGES, YOU ARE ENCOURAGED TO ASK ABOUT
THEM.

FOR TEXAS RESIDENTS

An additional in-person medical evaluation may be necessary to meet your needs if the clinician is
unable to gather all the clinical information via the Service to safely treat you.

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.

The response time for emails, electronic messages and other communications can be found on your
clinician’s login page.

NOTICE CONCERNING COMPLAINTS

Complaints about physicians, as well as other licensees and registrants of the Texas Medical Board,
including physician assistants, acupuncturists, and surgical assistants may be reported for investigation
at the following address:

Texas Medical Board Attention: Investigations 333 Guadalupe, Tower 3, Suite 610 P.O. Box 2018, MC263
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

Las quejas sobre médicos, así como sobre otros profesionales acreditados e inscritos en la Junta de
Examinadores Médicos del Estado de Texas, incluyendo asistentes de médicos, practicantes de
acupuntura y asistentes de cirugía, se pueden presentar en la siguiente dirección para ser investigadas:

Texas Medical Board Attention: Investigations 333 Guadalupe, Tower 3, Suite 610 P.O. Box 2018, MC263
Austin, Texas 78768-2018

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

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

FOR VIRGINIA RESIDENTS

We are happy to maintain your records while you are an active patient or to transfer your records to
another practitioner or clinician should you wish to seek care elsewhere. We consider patients inactive if
they either ask to have their records transferred or they have not been seen in any of our offices for six 
years. Our policy is to destroy inactive medical records in accordance with the Virginia Department of
Health Professions regulations.
These regulations (18VAC85-20-26) state that practitioners must maintain a patient record for a
minimum of six years following the last patient encounter with the following exceptions:

  1. Records of a minor child, including immunizations, must be maintained until the child
    reaches the age of 18 or becomes emancipated, with a minimum time for record retention of six
    years from the last patient encounter regardless of the age of the child;
  2. Records that have previously been transferred to another practitioner or clinician or
    provided to the patient or his personal representative; or
  3. Records that are required by contractual obligation or federal law to be maintained for a
    longer period of time.

Practitioners must post information or in some manner inform all patients concerning the time frame for
record retention and destruction. Patient records can only be destroyed in a manner that protects
patient confidentiality, such as by incineration or shredding. For more information from the Virginia
Department of Health Professions, go to www.dhp.virginia.gov/Medicine.

FOR WISCONSIN RESIDENTS

Patients have the right to receive information regarding fees charged for a health care service,
diagnostic test, or procedure identified by the patient and provided by the Provider.

State Specific Mental Health Notifications

FOR DISTRICT OF COLUMBIA RESIDENTS

Your written authorization (which you provide with respect to disclosures required for treatment,
payment and health care operations by agreeing to American Well Corporation’s Terms of Use) is
required for disclosure of mental health information. Subject to a limitation imposed by the mental
health professional primarily responsible for your diagnosis and treatment, which may be imposed only
if necessary to protect you or another from a substantial risk of imminent and serious physical injury,
you are entitled to receive a copy of your mental health record within 30 days of receipt of the request.

FOR HAWAII RESIDENTS

Mental health, mental illness, drug addiction and alcoholism records that directly or indirectly identify
you shall be kept confidential and may only be disclosed under limited circumstances, including with
consent from you or your legal guardian. Disclosures may only be made to third party payors if you are
informed and afforded the opportunity to pay directly. If you are a self-pay patient then no disclosure
will be made to third party payors. If your access to the Service is provided through an employer or
payor arrangement, and a third party pays some or all of the cost of your mental health services, then
accessing the Service for this purpose constitutes your agreement to our disclosure of so much
information as is required to secure such payment.
 
FOR MICHIGAN RESIDENTS

As long as you have not been found incompetent and do not have a guardian, you have the right to your
mental health records. Provider will provide the records to you within 30 days of receipt of your request,
or if you request the records during a course of treatment, by the conclusion or other termination of
your course of treatment, if earlier.

FOR MINNESOTA RESIDENTS

Upon written request of your spouse, parent, child or sibling, if you are evaluated for or diagnosed with
mental illness, clinician must ask you whether you wish to authorize a specific individual to receive
information regarding treatment. If authorized, clinician shall communicate about your treatment with
such individual. In addition, a Provider providing mental health treatment may disclose limited
information to a family member/other person if: the request is in writing; the person lives with, provides
care for, or is directly involved in your treatment and that involvement is verified by and documented in
the medical record; before disclosure, you are informed in writing of the request, the person making the
request, and the reason for the request; your agreement, objection or inability to consent or object is
documented in the patient’s record; and disclosure is necessary for the patient’s treatment.

FOR SOUTH DAKOTA RESIDENTS

You have the right of access to your mental health records upon request.