Client Communication Policy

Purpose
This policy outlines the methods and guidelines for communicating with clients via email, SMS, and phone messaging. Our objective is to maintain secure, efficient, and confidential communication in full compliance with Health Insurance Portability and Accountability Act of 1996 (HIPAA) and other applicable privacy regulations.

1. Email Communication
Usage: We use email to send appointment confirmations, general updates, and other non-urgent information.

Security Notice: Please avoid sharing sensitive personal or health information (Protected Health Information – PHI) via email. Although we employ various industry standard security measures, rely upon Microsoft’s Business Associate Agreement (BAA) for HIPAA compliance, email is not an inherently secure form of communication.

Response Time: We aim to respond within 1–2 business days during regular office hours.

2. SMS (Text Message) Communication
Usage: SMS stands for Short Message Service, a system that enables mobile phone users to send and receive text messages. By opting into SMS from a web form or other medium, you are agreeing to receive SMS messages from Oakland Hills Counseling. SMS is used primarily for appointment reminders and brief notifications. Message frequency varies. Message and data rates may apply. Reply STOP to any message to opt out.

Security Notice: Text messages are not secure for transmitting confidential or sensitive patient Protected Health Information (PHI). Please refrain from sharing such details via SMS.

Response Time: SMS messages are typically addressed during business hours. For urgent matters, please contact our office by phone.

3. Phone Messaging
Usage: If you need to leave a voice message for non-urgent inquiries, please include your name, contact number, and a brief description of your concern.

Response Time: We strive to return all messages within one business day.

Emergency Protocol: In an emergency, please call 911 or your local emergency services immediately, as our phone messaging system is not monitored 24/7.

4. Confidentiality and HIPAA Compliance
Privacy Commitment: We are dedicated to protecting your privacy. All communications are handled confidentially in accordance with HIPAA and other applicable federal and state regulations.

HIPAA Compliance: As stated above, Oakland Hills Counseling, LLC adheres to the Health Insurance Portability and Accountability Act (HIPAA) standards. For detailed information on HIPAA requirements, please visit the U.S. Department of Health and Human Services website at https://www.hhs.gov/hipaa/.

Security Measures: We implement administrative, technical, and physical safeguards to secure your personal and health information. If you have any concerns about the security of a particular communication method, please let us know.

5. General Guidelines
Non-Urgent Matters: For non-urgent issues, please use phone messaging, email or SMS during business hours.

Policy Updates: We reserve the right to update this policy as needed. Any changes will be communicated through your therapist, administrative staff, and edited within this policy agreement.

Questions and Concerns: If you have questions about this policy or our communication practices, please contact our office directly.

6. Device Use During Client Sessions
Purpose: To create a distraction-free environment and safeguard confidentiality during client sessions, all parties are asked to manage their electronic communication devices appropriately.

For Clients: For your protection, we kindly suggest that you place your cell phone, tablet, laptop, or other communication devices on airplane mode (or turn them off) during in-person client sessions. This helps ensure that the session remains private and focused.

For Staff: Our team will also strive to set all non-essential devices to airplane mode during sessions to minimize disruptions and maintain confidentiality.

Exceptions: If a device is required for session documentation or for conducting Telehealth sessions, it should be used only for that purpose and handled in accordance with our privacy guidelines.

EFFECTIVE DATE OF THIS NOTICE
This Notice went into effect on August 27, 2008 and revised on February 8, 2025.

Acknowledgement of Receipt of Privacy Notice
Under the Health Insurance Portability and Accountability Act of 1996 (HIPAA), you have certain rights regarding the use and disclosure of your protected health information. By checking the box below, you are acknowledging that you have received a copy of this HIPPA Notice of Privacy Practices.

By checking this box, you agree to receive SMS messages related to appointment reminders from Oakland Hills Counseling. You can reply “STOP” at any time to opt-out. Message and data rates may apply. Message frequency may vary, text HELP to 248-844-2647 for assistance. For more information, please refer to our privacy policy (privacy policy URL) on our website.