Patient Bill of Rights

1. Scope

This document describes your rights as a patient of {{PC_NAME}}when you receive care through the Livozo platform, and the responsibilities we ask of you in return. It is intended to supplement — not replace — rights granted by federal and state law.

2. Patient rights

1. Informed consent. You have the right to receive a clear explanation of your condition, proposed treatment, alternatives, risks, and expected outcomes before consenting to care. See our Telehealth Informed Consent.
2. Refuse or withdraw. You have the right to refuse any examination, treatment, or medication, and to withdraw from telehealth at any time without losing access to other care.
3. Privacy and confidentiality. Your protected health information is protected under HIPAA and applicable state laws including CMIA. See the HIPAA Notice of Privacy Practices.
4. Access and amendment. You have the right to inspect and obtain a copy of your medical records, and to request amendments. We will respond within 30 days (with one 30-day extension if necessary).
5. Provider identity and credentials. You have the right to know the name, credentials, state(s) of licensure, and supervising organization of any clinician providing your care.
6. In-person alternative. You have the right to seek in-person care from another provider at any time. Telehealth is not appropriate for all conditions, and your clinician will advise you when in-person care is necessary.
7. Interpreter and accessibility services. You have the right to request reasonable accommodations, including interpreters and accessible formats.
8. Continuity of care. You have the right to a smooth transfer of records to another provider when you ask, and to advance notice if care must be discontinued by us (other than for safety reasons).
9. Clear pricing. You have the right to know what you will be charged before any payment is taken. See our Refund Policy.
10. Second opinion. You have the right to seek a second opinion from a clinician not affiliated with Livozo.
11. Notice of recording. You have the right to be informed if a visit will be recorded and to refuse recording.
12. Freedom from discrimination. You have the right to receive care without discrimination on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, or disability.
13. Complaint without retaliation. You have the right to file a complaint with us, with your state medical board, with your state pharmacy board, with HHS OCR (for HIPAA concerns), or with the FDA (for adverse drug events) without retaliation.

3. Patient responsibilities

1. Provide accurate and complete information about your medical history, conditions, and medications.
2. Inform your clinician promptly of new symptoms, side effects, pregnancies, or significant life changes.
3. Follow the agreed care plan, including dosing and follow-up appointments.
4. Treat clinical and support staff with respect.
5. Pay for services on time.
6. Use the Platform only for yourself and only for lawful purposes.

4. Filing a complaint

Concerns about care, billing, or service should first be raised with us so we can address them quickly:

• Email [email protected]
• Email [email protected] for HIPAA-specific concerns
• Write to {{PC_NAME}}, Attn: Patient Advocate, {{PC_ADDRESS}}

5. External boards and regulators

• State medical board: complaints about a specific clinician's conduct or quality of care.
• State board of pharmacy: complaints about a specific pharmacy.
• U.S. Department of Health and Human Services, Office for Civil Rights (HHS OCR): complaints about HIPAA violations — file online or call 1-800-368-1019.
• FDA MedWatch: report a serious adverse drug event — fda.gov/medwatch or call 1-800-FDA-1088.
• State attorney general / consumer protection: complaints about deceptive business practices.