Privacy Policy

Privacy Policy

Effective Date: February 1, 2026

Last Updated: February 1, 2026

RUY Helpline - Mental Health Service ("RUY Helpline," "we," "us," or "our") is committed to protecting the privacy of all individuals who visit our website at ruyhelpline.website, contact our facility, or receive treatment services at our addiction treatment center located at 2617 Scottsway Rd, Memphis, TN 38115. This Privacy Policy describes how we collect, use, disclose, and safeguard your personal information and protected health information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA), 42 CFR Part 2, the Tennessee Information Protection Act, and other applicable federal and state privacy laws.

By using our website, contacting our facility, or enrolling in any of our treatment programs, you acknowledge that you have read and understand this Privacy Policy. If you do not agree with the practices described herein, please do not use our website or services.

Information We Collect

We collect different types of information depending on how you interact with RUY Helpline. The information we gather falls into the following categories:

Personal Information You Provide

When you contact us, complete an admissions form, request a callback, or communicate with our staff, you may provide us with:

• Full name, date of birth, and gender
• Home address, mailing address, and email address
• Phone number and other contact information
• Insurance carrier and policy details
• Emergency contact information
• Employment and financial information relevant to treatment billing
• Referral source information

Protected Health Information (PHI)

If you become a patient at our facility, we collect protected health information as part of delivering treatment, which may include:

• Medical history, diagnoses, and treatment records
• Substance use history, including types of substances, duration, and frequency of use
• Mental health assessments and psychiatric evaluations
• Medication records and prescriptions
• Lab results, drug screening results, and other clinical test data
• Treatment plans, progress notes, and discharge summaries
• Records of participation in individual and group therapy sessions
• Billing and payment records associated with treatment

Information Collected Automatically

When you visit our website, certain technical information is collected automatically through cookies and similar technologies, including:

• IP address and approximate geographic location
• Browser type, version, and operating system
• Device type and screen resolution
• Pages visited, time spent on each page, and navigation path
• Referring website or search terms that led you to our site
• Date and time of each visit

This automatically collected data does not include any PHI or personally identifiable health information and is used solely for website optimization and analytics purposes.

How We Use Your Information

RUY Helpline uses the information we collect for the following purposes:

Treatment and Clinical Care

• To provide medical detoxification, residential treatment, outpatient programs, dual diagnosis care, and other clinical services
• To develop, implement, and update individualized treatment plans
• To coordinate care with referring physicians, specialists, therapists, and other healthcare providers involved in your treatment
• To conduct assessments, screenings, and evaluations
• To manage medication administration and monitor patient progress

Administrative and Operational Purposes

• To process admissions, verify insurance coverage, and manage billing and payments
• To communicate with you regarding appointments, treatment schedules, aftercare planning, and follow-up
• To respond to your inquiries submitted through our website, phone, or email
• To maintain internal records and comply with regulatory and accreditation requirements
• To improve the quality of our treatment programs and patient experience

Website and Communications

• To operate, maintain, and improve our website functionality and user experience
• To analyze website traffic patterns and visitor behavior for optimization
• To send informational or educational materials if you have opted in to receive them
• To ensure the security and integrity of our digital platforms

HIPAA Compliance

Our HIPAA Obligations

As a healthcare provider subject to HIPAA, RUY Helpline is required to:

• Maintain the privacy and security of your protected health information
• Provide you with a Notice of Privacy Practices describing how your PHI may be used and disclosed
• Follow the terms of our Notice of Privacy Practices currently in effect
• Notify you promptly in the event of a breach of your unsecured PHI
• Obtain your written authorization before using or disclosing PHI for purposes not permitted or required by HIPAA or 42 CFR Part 2

42 CFR Part 2 Protections

Because RUY Helpline provides substance use disorder treatment, your records are additionally protected under the federal regulation 42 CFR Part 2. This regulation imposes stricter confidentiality requirements than HIPAA alone, meaning:

• Your substance use disorder treatment records cannot be disclosed without your specific written consent, except in limited circumstances defined by law
• Information about your participation in our treatment programs cannot be shared with employers, law enforcement, or other parties without proper authorization
• Any disclosures made with your consent must be accompanied by a written prohibition on re-disclosure

Your HIPAA Rights

Under HIPAA and applicable state law, you have the following rights regarding your protected health information:

• Right to Access: You may request to inspect and obtain a copy of your medical records and other PHI maintained by our facility. We will respond to your request within 30 days.
• Right to Amend: You may request that we correct or update inaccurate or incomplete PHI in your records. We may deny the request under certain circumstances, but we will provide a written explanation if we do so.
• Right to an Accounting of Disclosures: You may request a list of certain disclosures of your PHI that we have made to third parties over the past six years.
• Right to Request Restrictions: You may ask us to limit the way we use or disclose your PHI for treatment, payment, or healthcare operations. While we are not required to agree to all restrictions, we will carefully consider each request.
• Right to Confidential Communications: You may request that we communicate with you about your health matters in a specific way or at a specific location (for example, by mail only to a certain address).
• Right to a Paper Copy: You have the right to receive a paper copy of our Notice of Privacy Practices at any time, even if you have previously agreed to receive it electronically.
• Right to File a Complaint: If you believe your privacy rights have been violated, you may file a complaint with our Privacy Officer or with the U.S. Department of Health and Human Services Office for Civil Rights. We will not retaliate against you for filing a complaint.

Information Sharing and Disclosure

RUY Helpline does not sell, rent, or trade your personal information or protected health information to third parties for marketing purposes. We may share your information only in the following circumstances:

With Your Consent

We will share your PHI with third parties when you have provided written authorization. You may revoke your authorization at any time by submitting a written request to our Privacy Officer, though revocation will not affect disclosures already made in reliance on your prior authorization.

For Treatment, Payment, and Healthcare Operations

We may use and disclose your PHI as permitted by HIPAA for purposes of:

• Treatment: Sharing information with physicians, therapists, counselors, nurses, and other clinical professionals involved in your care, including referrals to aftercare providers and coordination with primary care physicians
• Payment: Submitting claims to your health insurance provider, verifying coverage eligibility, obtaining pre-authorization, and processing billing and collections
• Healthcare Operations: Conducting quality assessments, compliance audits, staff training, accreditation activities, and internal reporting

As Required by Law

We may disclose your information when required by federal, state, or local law, including but not limited to:

• Responding to valid court orders, subpoenas, or administrative requests
• Reporting to public health authorities regarding communicable diseases, adverse events, or vital statistics as mandated by Tennessee law
• Reporting suspected abuse, neglect, or domestic violence as required by Tennessee mandatory reporting statutes
• Cooperating with law enforcement in limited circumstances as permitted by HIPAA and 42 CFR Part 2
• Assisting government agencies with health oversight activities, audits, and investigations

Emergency Situations

We may disclose your PHI to emergency medical personnel, first responders, or other appropriate parties when necessary to prevent or lessen a serious and imminent threat to your health or safety, or the health or safety of others.

Service Providers

We may share limited information with trusted third-party service providers who assist us with website hosting, data storage, payment processing, or other operational functions. These providers are bound by contractual obligations (Business Associate Agreements under HIPAA) to protect the confidentiality and security of any information they handle on our behalf.

Cookies and Tracking Technologies

Our website uses cookies and similar technologies to enhance your browsing experience and help us understand how visitors use our site. These technologies do not collect protected health information.

Types of Cookies We Use

• Essential Cookies: Necessary for the website to function properly, including navigation, page rendering, and security features. These cookies cannot be disabled.
• Analytics Cookies: Help us understand how visitors interact with our website by collecting anonymous usage data such as pages visited, session duration, and traffic sources. We use this information to improve website performance and content.
• Functional Cookies: Remember your preferences and settings (such as language or region) to provide a more personalized experience on subsequent visits.

Third-Party Analytics

We may use third-party analytics tools such as Google Analytics to collect and analyze website usage data. These tools use cookies to gather information about your visit, which is transmitted to and stored by the analytics provider. The analytics provider uses this data to generate reports about website activity. You can learn more about how Google uses data at google.com/policies/privacy/partners.

Managing Cookies

You can control cookie settings through your web browser. Most browsers allow you to block or delete cookies, set preferences for certain websites, or browse in private/incognito mode. Please note that disabling certain cookies may affect the functionality of our website. Below are general instructions for managing cookies:

• In your browser settings, locate the "Privacy" or "Cookies" section
• Choose to block all cookies, block third-party cookies only, or clear existing cookies
• Use browser extensions designed to manage cookie consent and tracking

Do Not Track Signals

Our website currently does not respond to "Do Not Track" (DNT) browser signals. However, you may use the cookie management options described above to limit tracking on our site.

Your Rights

In addition to your HIPAA rights outlined above, you have the following general privacy rights with respect to the personal information we collect through our website and communications:

Right to Access

You may request access to the personal information we hold about you. We will provide you with a copy of the relevant data in a commonly used electronic format within a reasonable timeframe, typically within 30 days of your verified request.

Right to Correction

You may request that we correct any inaccurate or incomplete personal information we maintain about you. Upon verification of your identity, we will update the information promptly.

Right to Deletion

You may request that we delete your personal information, subject to certain exceptions. We may retain information that is required for legal compliance, ongoing treatment obligations, billing and payment records, or other legitimate purposes as defined by applicable law. Please note that medical records and treatment information are subject to specific state and federal retention requirements and may not be eligible for immediate deletion.

Right to Opt Out

You have the right to opt out of:

• Receiving marketing communications or educational newsletters from RUY Helpline. You may opt out at any time by contacting us at [email protected] or calling (423) 249-9898.
• The use of non-essential cookies and tracking technologies on our website, as described in the Cookies and Tracking Technologies section above.
• The sale of personal information (RUY Helpline does not sell personal information, but this right is preserved under applicable state privacy laws).

How to Exercise Your Rights

To exercise any of the rights described in this section, you may contact our Privacy Officer using the information provided at the end of this policy. We may need to verify your identity before processing your request. We will respond to all verified requests within the timeframes required by applicable law.

Data Security

RUY Helpline takes the security of your personal information and protected health information seriously. We implement comprehensive administrative, technical, and physical safeguards designed to protect your data from unauthorized access, alteration, disclosure, or destruction.

Administrative Safeguards

• Designated Privacy and Security Officers responsible for overseeing compliance
• Regular workforce training on HIPAA privacy and security requirements
• Background checks for all employees who handle patient information
• Written policies and procedures governing the handling of PHI and personal data
• Sanctions for workforce members who violate privacy or security policies
• Regular risk assessments to identify and address potential vulnerabilities

Technical Safeguards

• Encryption of data in transit (SSL/TLS) and at rest
• Secure access controls with unique user identification and strong password requirements
• Multi-factor authentication for systems containing PHI
• Automatic session timeouts and audit logging for all access to electronic health records
• Firewalls, intrusion detection systems, and regular security monitoring
• Regular software updates and security patches

Physical Safeguards

• Restricted access to areas where paper records and computer systems containing PHI are located
• Locked file cabinets and secure storage for physical records
• Secure disposal of paper records through shredding and electronic media through certified destruction
• Facility access controls including badge access, visitor logs, and security cameras in common areas

Breach Notification

In the event of a breach of unsecured protected health information, RUY Helpline will notify affected individuals, the U.S. Department of Health and Human Services, and (if applicable) the media, in accordance with the HIPAA Breach Notification Rule. Notifications will be provided without unreasonable delay and no later than 60 days after discovery of the breach.

Children's Privacy

Our website is not directed at children under the age of 13, and we do not knowingly collect personal information from children under 13 through our website. If we learn that we have inadvertently collected personal information from a child under 13 via the website, we will take steps to delete that information promptly.

For minors aged 13 to 17 who receive treatment services at our facility, we collect and handle their information in accordance with applicable federal and state laws, including HIPAA, 42 CFR Part 2, and Tennessee state regulations regarding the treatment of minors. Parental or legal guardian consent is obtained as required by law prior to admission and treatment of minors, and additional protections are applied to safeguard their records.

Changes to This Privacy Policy

RUY Helpline reserves the right to update or modify this Privacy Policy at any time to reflect changes in our practices, legal requirements, or regulatory guidance. When we make changes, we will:

• Update the "Effective Date" and "Last Updated" date at the top of this policy
• Post the revised policy on this page at ruyhelpline.website/privacy.html
• For material changes that significantly affect how we handle your PHI, provide additional notice through our website or direct communication

We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information. Your continued use of our website or services following the posting of changes constitutes your acceptance of those changes.

Contact Us About Privacy

If you have questions or concerns about this Privacy Policy, wish to exercise any of your privacy rights, or need to report a privacy-related issue, please contact our Privacy Officer:

If you believe your privacy rights have been violated, you also have the right to file a complaint with:

• U.S. Department of Health and Human Services, Office for Civil Rights
  Website: hhs.gov/ocr
  Toll-Free: 1-800-368-1019
• Tennessee Division of Health Related Boards
  665 Mainstream Drive, Nashville, TN 37243

RUY Helpline will not retaliate against you in any way for filing a complaint about our privacy practices.