privacy statement

Introduction

Kaiser Permanente provides a website, “careessentials.org”.

The Website allows our users to view health-related information, communicate with our practitioners and staff, and arrange for clinical services.

This Privacy Statement applies to the Website, which is owned and operated by Kaiser Foundation Health Plan, Inc. (“Kaiser Permanente” or “KP”). This Privacy Statement describes how Kaiser Permanente collects and uses the personal information you provide on, and other information that is collected from your use of, the Website. It also describes the choices available to you regarding our use of your personal information and how you can access and update this information.

Kaiser Permanente has received TRUSTe’s Privacy Seal signifying that this Privacy Statement and our practices have been reviewed for compliance with the TRUSTe program, viewable on the validation page available by clicking the TRUSTe seal.

The TRUSTe program covers only information that is collected through the Website and does not cover information that may be collected through any other Kaiser Permanente mobile application or website.

All your protected health information maintained by Kaiser Permanente, including information you provide on the Website, is also subject to the Notice of Privacy Practices issued by KP under the Health Insurance Portability and Accountability Act (“HIPAA”). The Notice of Privacy Practices may contain additional provisions relating to the use and disclosure of your information that go beyond the terms of this Privacy Statement.

Kaiser Permanente is committed to protecting the privacy of the users of the Website. We will use and disclose your personal information as stated in this Privacy Statement.

Website Privacy Statement

Use and disclosure of health information includes using the information to provide treatment to the individual, to make payments for such treatment, and to conduct ongoing quality improvement activities. Our use and disclosure of an individual’s personal information (including health information) is limited as required by state and federal law. We do not sell or rent personal information about visitors to the Website.

Security

The Website has security measures in place that are intended to help protect against the loss, misuse, unauthorized access, or alteration of information under our control. These measures include encryption of data using the Secure Socket Layer (SSL) system, and using a secured messaging service when we send your personal information electronically to the Website. Despite these measures, the confidentiality of any communication or material transmitted to or from us via the Website by internet, text message, or email cannot be guaranteed. At your discretion, you may contact us at the mailing address or telephone number listed in the “Questions, complaints, and contacts” section at the end of this Privacy Statement.

Revisions to the Privacy Statement

We may revise this Privacy Statement from time to time as we add new features or modify the way in which we manage information, or as laws change that may affect our services. If we make material changes to our Privacy Statement, we will post notice of this on the Website before the changes become effective. Any revised Privacy Statement will apply both to information we already have about you at the time of the change, and any personal information created or received after the change takes effect. We include a version number on this Privacy Statement consisting of the date (year, month, and day) it was last revised. We encourage you to periodically reread this Privacy Statement to see if there have been any changes to our policies that may affect you.

Website and Mobile Application Visitor Data

In addition to web logs, described below, Kaiser Permanente routinely gathers data on website and mobile application activity, such as how many people visit the site or mobile applications, the web pages or mobile screens they visit, where they come from, how long they stay, etc. The data is collected on an aggregate, anonymous basis, which means that no personally identifiable information is associated with the data. This data helps us improve our content and overall usage. The information is not shared with other organizations for their independent use.

The Website does not honor a browser’s signal or header request not to track the user’s activity.

Collecting and Using and Disclosing Personal Information

Except as disclosed in this Privacy Statement, we do not collect any personally identifiable information about visitors to the Website. The policies, sources, uses, and disclosures of information are outlined in Sections 1 through 17 that follow:

  1. Information collection, use and disclosure

    We collect the following personal information from you:

    • Contact information such as name, email address, mailing address, and phone number
    • Date of birth
    • Health or medical information
    • Medical record number or health record number
    • Your location, if you ask for directions to a facility from your mobile device

    We use and disclose this information to:

    • Respond to customer service requests
    • Send you newsletters, text messages, or email communications
    • Respond to your questions and concerns
    • Improve our website, app, and marketing efforts
    • Conduct internal quality improvement or business analysis
    • Display driving directions on your mobile device
  2. Web logs

    We maintain standard web logs that record data about all visitors and customers who use the Website, and we store this information. These logs may contain the internet domain from which you access the site (such as aol.com, abc.org, etc.); the IP address that is automatically assigned to your computer when you get on the internet (a static IP address may be identifiable as being connected to you, while a dynamic address is usually not identifiable); the type of browser and operating system you use; the date and time you visited; the pages or mobile screens you viewed; and the address of the website you linked from, if any. If you sign on to the Website to use secured features, our web logs will also contain an individual identifier and show the services you have accessed.

    All web logs are stored securely and may only be accessed by Kaiser Permanente employees or designees on a need-to-know basis for a specific purpose. Kaiser Permanente uses web log information to help us design the Website; to identify popular features; to resolve user, hardware, and software problems; to make the Website more useful to visitors; and for security purposes.

  3. Internet cookies

    We may place internet “cookies” on the computer hard drives of visitors to the Website. Information we obtain from cookies helps us tailor the Website to be more helpful and efficient for our visitors. The cookie consists of a unique identifier that does not contain information about you or your health history. We use two types of cookies: “session” cookies and “persistent” cookies.

    A session cookie is temporary and expires after you end a session and close your web or app browser. We use session cookies to help customize your experience on the Website, maintain your signed-on status as you navigate through our features, and track your “click path” through our web pages or mobile screens.

    Persistent cookies remain on your hard drive after you’ve exited from the Website, and we use them for several reasons. For instance, if you’ve given us permission to email you with information about your Kaiser Permanente benefits, or for other reasons, we may place a persistent cookie on your hard drive that will let us know when you come back to visit the Website. We sometimes use this type of persistent cookie with a “web beacon” (see below). Persistent cookies will not contain any personal information about you such as a Kaiser Permanente medical or health record number.

    You may have software on your computer that will allow you to decline or deactivate internet cookies, but if you do so, some features of the Website may not work properly for you. For instructions on how to remove cookies from your hard drive, go to your browser’s website for detailed instructions. In addition, further information regarding cookies may be available on other websites or from your internet service provider. Safari, Chrome, Firefox, Internet Explorer, and iOS browsers are commonly used browsers.

  4. Web beacons

    We may also occasionally use “web beacons” (also known as “clear gifs,” “web bugs,” “1-pixel gifs,” etc.) that allow us to collect nonpersonal information about your response to our email communications, and for other purposes. Web beacons are tiny images, placed on a web page or email, that can tell us if you’ve gone to a particular area on the Website. For example, if you’ve given us permission to send you emails, we may send you an email urging you to use a certain feature on the Website. If you do respond to that email and use that feature, the web beacon will tell us that our email communication with you has been successful. We do not collect any personal health information with a web beacon and do not link web beacons with any other personal health information you’ve given us.

    Because web beacons are used in conjunction with persistent cookies (described above), if you set your browser to decline or deactivate cookies, web beacons cannot function.

  5. Retargeting

    We partner with a third-party ad network to manage our advertising on other sites. Our ad network partner uses cookies and web beacons to collect non–personally identifiable information about your activities on the Website and to then provide you with KP advertising on other websites. We may also place a persistent third-party cookie (provided by Google) on your hard drive if you sign on to kp.org. This cookie will prevent kp.org members from seeing advertising that is targeted toward people who are not members of Kaiser Permanente’s health plan, when searching on Google.

    If you wish not to have this information used for the purpose of serving you targeted ads, you may opt out. Please note this does not opt you out of being served advertising. You may continue to receive generic nontargeted ads.

  6. Emails and SMS text messaging

    Kaiser Permanente uses a third-party vendor to help us manage some of our email and text messaging communications with you. While we do supply these vendors with email addresses or mobile telephone numbers of those we wish them to contact, your email address or mobile telephone number is never used for any purpose other than to communicate with you on our behalf. When you click on a link in an email, you may temporarily be redirected through one of the vendor’s servers (although this process will be invisible to you), which will register that you’ve clicked on that link and have visited the Website or KP mobile application. Kaiser Permanente never shares any information other than your email address or telephone number with our third-party vendors, which may only share this information with their authorized subcontractors.

    Even if you have given us permission to send emails or text messages to you, you may revoke that permission at any time by following the “unsubscribe” information at the bottom of the email or by replying “Stop” to any text message you receive from us.

  7. Evaluation and quality improvement

    We will periodically ask users to complete surveys asking about their experiences with features of the Website. Our surveys ask visitors for demographic information such as age, gender, and education, but will not request that users provide specific information about any medical condition. We use survey information for evaluation and quality improvement purposes, including helping Kaiser Permanente improve information and services offered through the Website. In addition, users giving feedback may be individually contacted for follow-up due to concerns raised during the course of such evaluation. Demographic information and web log data may be stored for future evaluation and quality improvement activities.

  8. Transactions

    Our automated appointment selection service interacts directly with other Kaiser Permanente data systems. Data about your transaction may be stored in these systems, and available to people who test and support these systems.

    When you use a service on the secure section of the Website to interact directly with Kaiser Permanente health care professionals, some information you provide may be documented in your medical record, and available for use to guide your treatment as a patient.

  9. Data integrity and correction

    Requests to view and correct personal information from the Website that is documented in your medical record may be submitted using the contact information in the “Questions, complaints, and contacts” section below.

    If your personal information changes, or to update or request deletion of information collected on the Website, please use the contact information in the “Questions, complaints, and contacts” section below. We will respond to all access requests within 30 days.

  10. Children

    We do not knowingly collect personally identifiable information from children under 13. If Kaiser Permanente is made aware of collecting information from a child under 13, we will delete this information.

  11. Disclosures

    We may disclose personal information to any person performing audit, legal, operational, or other services for us. We will use information that does not identify the individual for these activities whenever reasonably possible. Information disclosed to vendors or contractors for operational purposes may not be redisclosed to others by such a vendor or contractor, except as permitted by KP and applicable law.

    We may also disclose your personal information:

    • As required by law, such as to comply with a subpoena or similar legal process
    • As described in our Notice of Privacy Practices for protected health information
    • When we believe in good faith that disclosure is necessary to protect our rights, protect you or others from threats of imminent harm, investigate fraud or other activity in violation of the law, or respond to a government request
    • To protect the security and reliability of the Website
    • If Kaiser Permanente is involved in a merger, acquisition, or sale of all or a portion of its assets; you will be notified via email and/or a prominent notice on the Website of any change in ownership or uses of your personal information, as well as any choices you may have regarding your personal information
    • To any other third party with your prior consent to do so
  12. Opt out

    If a user makes a request to receive information (for example, requesting a subscription to one of our online publications) in an ongoing manner through the Website by providing an email address or mobile phone number, the user may request to discontinue future mailings or messages. Similarly, if you receive information about a Kaiser Permanente service through email or text message, you may make a request to discontinue receiving similar messages in the future. All such materials sent to you by email or text message will contain information about how to opt out.

  13. Other requests to limit use and disclosure of your personal information

    State and federal laws may allow you to request that we limit our uses and disclosures of your personal information for treatment, payment, and health care operations purposes. We will consider all requests and, if we deny your request, we will notify you in writing. Federal law requires us to agree to your request to restrict disclosures to a health plan or insurer relating to specific health care services, if you have paid for those services in full. The law does not, however, require us to restrict any disclosures we think are important for treatment purposes.

  14. Data retention

    We will retain your information for as long as your account is active or as needed to provide you services. We will retain and use your information as necessary to comply with our legal obligations, resolve disputes, and enforce our agreements.

  15. Social media

    The Website include social media features (“Features”), such as the Facebook button. These Features may collect your IP address, may record which page you are visiting on the Website, and may set a cookie to enable the Feature to function properly. Features are either hosted by a third party or hosted directly on the Website. Your interactions with these Features are governed by the privacy statement of the company providing them.

  16. Links to third-party websites

    The Website include links to other websites whose privacy practices may differ from those of Kaiser Permanente. If you submit personal information to any of those sites, your information is governed by their privacy statements. We encourage you to carefully read the privacy statement of any website you visit.

  17. Geolocation

    If you are using the Website to find our facilities and other locations, with your permission, we will use the geolocation feature of your mobile device to give you directions to that facility. We do not share your location information with any third party and do not use it for any reason other than to give you directions. You may opt out of location-based services on an iOS device by editing the setting at the device level; Android does not have an opt-out function.

Questions, Complaints, and Contacts

If you have any questions about this Privacy Statement, our policies and practices concerning the Website, your rights under this statement, and your dealings with the Website, you can contact Kaiser Permanente at:

Kaiser Permanente Northwest Marketing
Attn. Rimma Richardson
500 NE Multnomah St
Portland OR 97232
Phone: 1-503-813-3179
Email: kpnw-marketing@kp.org

If you have an unresolved privacy or data use concern that we have not addressed satisfactorily, please contact TRUSTe.

terms and conditions

Purpose

Kaiser Permanente provides careessentials.org, a website (the “Website”). It allow users to:

  • Arrange for clinical services
  • Access additional services

The information provided on the Website is not a substitute for the advice of a personal physician or other qualified health care professional. Always seek the advice of a physician or other qualified health care professional with any questions regarding medical symptoms or a medical condition. Never disregard professional medical advice or delay in seeking it because of something you have read on the Website.

If you think you or someone you are taking care of has a medical or psychiatric emergency, call 911 or go to the nearest hospital.

Agreement

BY USING THE WEBSITE, YOU SIGNIFY YOUR AGREEMENT TO THESE TERMS AND CONDITIONS. IF YOU DO NOT AGREE TO THESE TERMS AND CONDITIONS, DO NOT USE THE WEBSITE.

Appointment Requests

Kaiser Permanente provides users with the ability to make appointment requests.

You agree that you will not upload or transmit any communications or content of any type (including secure messaging) that infringes upon, misappropriates, or violates any rights of any party.

“Jailbreaking” the Mobile Operating System

The Website is intended for use only on a mobile device that is running an unmodified, manufacturer-approved operating system. Using the Website on a device with a modified operating system may undermine security features that are intended to protect health information from unauthorized or unintended disclosure. You may compromise your health information or the health information of anyone for whom you have been given access if you use the Website on a mobile device that has been modified. Use of the Website on a mobile device with a modified operating system is a material breach of these Terms and Conditions.

Breaches of these Terms and Conditions

In consideration of being allowed to use the Website’s interactive services, you agree that the following actions shall constitute a material breach of these Terms and Conditions:

  • Pretending to be another person
  • Using secure messaging for any purpose in violation of local, state, national, or international laws or posted Kaiser Permanente policies
  • Transmitting material that infringes or violates the intellectual property rights of others or the privacy or publicity rights of others
  • Transmitting material that is unlawful, obscene, defamatory, predatory of minors, threatening, harassing, abusive, slanderous, or hateful to any person (including Kaiser Permanente personnel) or entity as determined by Kaiser Permanente in its sole discretion
  • Using interactive services in a way that is intended to harm, or a reasonable person would understand would likely result in harm to, the user or others
  • Collecting information about others, including email addresses
  • Intentionally distributing viruses or other harmful computer code
  • “Jailbreaking” the operating system of a mobile device

Kaiser Permanente expressly reserves the right, in its sole discretion, to terminate a user’s access to any interactive services and/or to any or all other areas of the Website due to any act that would constitute a violation of these Terms and Conditions. To the extent there is an inconsistency between these Terms and Conditions and the Website Privacy Statement, these Terms and Conditions shall govern.

Communications by Email

By accepting these Terms and Conditions, you agree to receive essential communications by email. These communications may include (but are not limited to):

  • Confirmation that a requested appointment has been made via the Website
  • Emergency alerts and critical messages (for example, if a snowstorm or wildfire has temporarily closed a medical center)
Use by Children

We do not knowingly allow users under 13 access to the secured features of the Website.

Access, Correction, and Data Integrity

Although we attempt to maintain the integrity and accuracy of the information on the Website, we make no guarantees as to its correctness, completeness, or accuracy. The Website may contain typographical errors, inaccuracies, or other errors or omissions. Also, unauthorized additions, deletions, or alterations could be made to the Website by third parties without our knowledge. If you believe that information found on the Website is inaccurate or unauthorized, please inform us by contacting our web manager. (On our careessentials.org website, you may contact our web manager using the link available at the bottom of each web page.)

Revisions, Changes, and Updates

We may revise the information on the Website or otherwise change or update the Website, including these Terms and Conditions, without notice to you. Kaiser Permanente may also make improvements and/or changes in products and/or services described on the Website or add new features at any time without notice. We encourage you to periodically read these Terms and Conditions to see if there have been any changes to our policies that may affect you. Your continued use of the Website will signify your continued agreement to these Terms and Conditions as they may be revised.

Links

The Website provides links to other websites that are not owned or controlled by Kaiser Permanente (“Third Party Websites”). We provide links to Third Party Websites as follows.

Kaiser Permanente provides links to Third Party Websites to connect you easily to additional sources of health information or third-party services that may interest you. We may not have any business relationship with the party that controls this type of Third Party Website, and a link to such a site is offered only as a convenience to you.

Kaiser Permanente also provides links to Third Party Websites managed by vendors that we have made arrangements with to offer you services to help you manage your health or to take and fulfill orders when you purchase items or materials from us. These Third Party Websites may be co-branded, meaning that they display the Kaiser Permanente logo and the logo of the third-party vendor, but they are owned and controlled by the third party.

In each such instance, where practicable, we will let you know when you are leaving the Website and linking to a Third Party Website. For example, we may include a notice advising you that you are being sent to a Third Party Website on our web page adjacent to a link or on the first page that appears after clicking on a link. Or we may use an icon that we identify with an appropriate legend to let you know when you are leaving kp.org.

Kaiser Permanente is not responsible for the content, security, or privacy practices of Third Party Websites. Please review the privacy statement and any terms of use of each Third Party Website you visit. Unless we specifically advise you otherwise, links to Third Party Websites do not constitute or imply endorsement by Kaiser Permanente of those sites, the information they contain, or any products or services they describe. Kaiser Permanente does not receive payment or other remuneration in exchange for linking you to or using any Third Party Website.

Disclaimer

THE WEBSITE AND ITS CONTENT AND ALL SITE-RELATED SERVICES ARE PROVIDED “AS IS,” WITH ALL FAULTS, WITH NO REPRESENTATIONS OR WARRANTIES OF ANY KIND, EITHER EXPRESSED OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NONINFRINGEMENT. YOU ASSUME TOTAL RESPONSIBILITY AND RISK FOR YOUR USE OF THIS SITE, ALL SITE-RELATED SERVICES, AND THIRD PARTY WEBSITES. NO ORAL OR WRITTEN INFORMATION OR ADVICE GIVEN BY KAISER PERMANENTE OR ITS AUTHORIZED REPRESENTATIVES SHALL CREATE A WARRANTY OF ANY KIND. ANY REFERENCES TO SPECIFIC PRODUCTS OR SERVICES ON THE WEBSITE DO NOT CONSTITUTE OR IMPLY A RECOMMENDATION OR ENDORSEMENT BY KAISER PERMANENTE UNLESS SPECIFICALLY STATED OTHERWISE.

Limitation of Liability; Choice of Law

KAISER PERMANENTE AND ITS AFFILIATES, SUPPLIERS, AND OTHER THIRD PARTIES MENTIONED OR LINKED TO ON THE WEBSITE ARE NEITHER RESPONSIBLE NOR LIABLE FOR ANY DIRECT, INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, PUNITIVE, OR OTHER DAMAGES (INCLUDING, WITHOUT LIMITATION, THOSE RESULTING FROM LOST PROFITS, LOST DATA, OR BUSINESS INTERRUPTION) ARISING OUT OF OR RELATING IN ANY WAY TO THE WEBSITE, SITE-RELATED SERVICES AND PRODUCTS, CONTENT OR INFORMATION CONTAINED WITHIN THE WEBSITE, AND/OR ANY THIRD PARTY WEBSITE, WHETHER BASED ON WARRANTY, CONTRACT, TORT, OR ANY OTHER LEGAL THEORY AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. YOUR SOLE REMEDY FOR DISSATISFACTION WITH THE WEBSITE, SITE-RELATED SERVICES, AND/OR THIRD PARTY WEBSITES IS TO STOP USING THE WEBSITE AND/OR THOSE SERVICES. APPLICABLE LAW MAY NOT ALLOW THE EXCLUSION OR LIMITATION OF INCIDENTAL OR CONSEQUENTIAL DAMAGES, SO THE ABOVE LIMITATION OR EXCLUSION MAY NOT APPLY TO YOU. THESE TERMS AND CONDITIONS ARE GOVERNED BY CALIFORNIA LAW WITHOUT REGARD TO ITS PRINCIPLES OF CONFLICTS OF LAW. IF ANY VERSION OF THE UNIFORM COMPUTER INFORMATION TRANSACTIONS ACT (UCITA) IS ENACTED AS PART OF THE LAW OF CALIFORNIA, THAT STATUTE SHALL NOT GOVERN ANY ASPECT OF THESE TERMS AND CONDITIONS.

Copyrights

Except as otherwise indicated, all content on the Website, including text, graphics, logos, button icons, photos, images, forms, audio, video, questionnaires, and software, is the property of Kaiser Permanente or its licensors and is protected by United States and international copyright laws. Kaiser Permanente allows you to view or download a single copy of the material on the Website solely for your personal, noncommercial use.

The compilation of all content on the Website is the exclusive property of Kaiser Permanente and is protected by United States and international copyright laws. Unless specifically authorized in writing by Kaiser Permanente, any use of these materials, or of any materials contributed to the Website by entities other than Kaiser Permanente, on any other website or networked computer environment for any purpose is prohibited.

Any rights not expressly granted by these Terms and Conditions or any applicable end-user license agreements are reserved by Kaiser Permanente. Content and features are subject to change or termination without notice in the editorial discretion of Kaiser Permanente.

The Digital Millennium Copyright Act of 1998 (the “DMCA”) provides recourse for copyright owners who believe that material appearing on the internet infringes their rights under U.S. copyright law. If you believe in good faith that materials appearing on the Website infringe your copyright, you (or your agent) may send us a notice requesting that the material be removed, or access to it blocked.

In addition, if you believe in good faith that a notice of copyright infringement has been wrongly filed against you, the DMCA permits you to send us a counternotice. Notices and counternotices must meet statutory requirements imposed by the DMCA. One place to find more information is the U.S. Copyright Office website, currently located at www.loc.gov/copyright.

In accordance with the DMCA, Kaiser Permanente has designated an agent to receive notification of alleged copyright infringement in accordance with the DMCA. Any written Notification of Claimed Infringement should comply with Title 17, United States Code, Section 512(c)(3)(A) and should be provided in writing to our designated agent as follows:

Agent: Rimma Richardson
Address: Kaiser Permanente 500 NE Multnomah St., Suite 100, Portland, OR 97232
Phone: 1-503-813-3179
Email: kpnw-marketing@kp.org
(This telephone number is for copyright-related complaints only. No solicitations.)

Please note: If you materially misrepresent that online material, product, or activity is infringing your copyrights, you may be liable for damages (including court costs and attorneys’ fees) and could be subject to criminal prosecution for perjury. We suggest that you consult your legal advisor before filing a notice or counternotice.

Trademarks and Service Marks

“Kaiser Permanente” and the Kaiser Permanente logo are registered service marks of Kaiser Permanente or its affiliates. Other proprietary marks of Kaiser Permanente or third parties may be designated as such from time to time on the Website through use of the TM, SM, or ® symbols. Users of the Website are not authorized to make any use of the Kaiser Permanente marks or the proprietary marks of third parties, including, but not limited to, as metatags or in any other fashion that may create a false or misleading impression of affiliation or sponsorship with or by Kaiser Permanente or the applicable third party.