Privacy Policy

Introduction

New England Healthcare Solutions LLC (“NEHC Solutions,” “we,” “us,” or “our”) provides Adult Foster Care, Group Adult Foster Care, and related home-based care services across the Commonwealth of Massachusetts. This Privacy Policy describes how we collect, use, disclose, and safeguard information when you visit our website, contact us, or receive services from us. By using our website or engaging our services, you agree to the practices described here.

Information We Collect

We collect information that helps us respond to inquiries, determine program eligibility, and deliver safe, coordinated care. This may include:

• Contact information such as your name, mailing address, email address, and phone number, which you provide through our contact form or by phone.
• Care and eligibility information such as MassHealth enrollment details, health history, care needs, and caregiver information, provided when you seek services.
• Website usage information such as your IP address, browser type, pages visited, and referring pages, collected automatically as described below.

How We Use Your Information

We use the information we collect to:

• Respond to your questions and requests for services
• Verify MassHealth eligibility and complete enrollment
• Develop, deliver, and coordinate a personalized plan of care
• Communicate with you, your caregivers, and your healthcare providers
• Improve our website, services, and communications
• Meet legal, regulatory, and contractual obligations

HIPAA & Protected Health Information

As a healthcare provider, we are committed to protecting your Protected Health Information (PHI) in accordance with the Health Insurance Portability and Accountability Act (HIPAA) and applicable Massachusetts law. Our handling of PHI in the course of providing care is governed by our separate Notice of Privacy Practices, which describes your rights regarding your health information in detail. It is posted on this website and provided to individuals who receive our services, and paper copies are available on request. Where our Notice of Privacy Practices applies to PHI, it controls over this website Privacy Policy.

Cookies & Analytics

Our website uses a small number of essential cookies needed to make the site work, such as remembering your cookie choice. We do not load any analytics or measurement cookies unless you accept them using the banner shown on your first visit. If you choose “Essential cookies only,” or make no choice at all, no analytics are loaded.

If you do accept analytics cookies, we collect only aggregated, non-identifying information about which pages visitors use and which actions they take, such as clicking to call or submitting the contact form. We deliberately limit what is sent:

• We never send the contents of our contact form, the free-text message you write, or any health-related information to analytics services.
• We never send your name, email address, phone number, or any identifier that could single you out.
• We do not use advertising pixels, remarketing tags, ad personalization, or session-replay tools on this website.
• We do not use website analytics to make any decision about your care.

You can change your mind at any time by clearing your browser’s storage for this site, which will make the cookie banner appear again. You can also set your browser to refuse cookies generally, though some parts of the site may not function properly as a result.

Text Messages & Phone Calls

Our text message practices are governed by our separate SMS Privacy Policy and Terms & Conditions (DOC-NEHCS-SMS-PP-001, v1.0). Where that document applies to SMS communications, it controls over this section. The summary below is provided for convenience.

When you submit our contact form, you consent to receive text messages and phone calls from us at the number you provide, including calls placed using automated or pre-recorded technology. This consent is not a condition of receiving services — you are always welcome to simply call us instead. Text messages are used for appointment reminders, care coordination, scheduling updates, and administrative notifications.

Standard SMS text messaging may not be fully encrypted. We limit SMS content to the minimum necessary and avoid including detailed protected health information unless you explicitly authorise it. SMS messages are for scheduling and administrative purposes and do not constitute medical advice. If you have a medical emergency, dial 911.

• Opting out of texts: reply STOP to any message. You may also reply HELP for assistance.
• Opting out of calls: tell us during any call, or contact us using the details below, and we will record the request.
• Rates: message frequency varies. Message and data rates may apply according to your mobile plan.
• Carriers: mobile carriers are not liable for delayed or undelivered messages.

We do not sell or share your mobile number with third parties for their own marketing purposes. Please do not send health information by text — text messaging is not a secure channel.

Our Contact Form

Messages sent through our website contact form are delivered to our care team by a third-party form-delivery service acting as our service provider. That form is not a secure channel for health information, which is why we ask you not to include diagnoses, medications, Social Security numbers, MassHealth identification numbers, or other sensitive medical information in it. We collect only your name, phone number, optional email address, optional ZIP code (used to confirm whether your town is in our service area), the reason you are contacting us, and whatever you choose to write. For anything clinical, we will move the conversation to a secure channel or a phone call.

How We Share Information

We do not sell your personal information. We share information only as needed to serve you and as permitted or required by law, including with:

• Care providers and coordinators involved in delivering your care, such as nurses, care managers, and physicians.
• MassHealth and other government agencies for eligibility, enrollment, and program administration.
• Service providers who support our operations under confidentiality obligations, such as IT and hosting vendors.
• Authorities when required by law, subpoena, or to protect the safety of an individual.

Data Security

We maintain administrative, technical, and physical safeguards designed to protect your information against unauthorized access, use, or disclosure. No method of transmission over the internet or electronic storage is completely secure, so while we work hard to protect your information, we cannot guarantee absolute security. Please do not send sensitive health information through unsecured email.

Your Rights

Depending on your circumstances and applicable law, you may have the right to access, correct, or request deletion of certain personal information, to opt out of marketing communications, and to receive a copy of our Notice of Privacy Practices regarding your health information. To exercise any of these rights, contact us using the details below.

Children's Privacy

Our website is intended for adults seeking care services and is not directed to children under 13. We do not knowingly collect personal information from children under 13 through our website. If you believe a child has provided us with personal information through the website, please contact us so we can remove it.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices or legal requirements. When we do, we will revise the “Last updated” date above. We encourage you to review this policy periodically. Continued use of our website after changes take effect constitutes acceptance of the updated policy.

Contact Us

If you have questions about this Privacy Policy or our privacy practices, please reach out:

• {privacyOfficer}: privacy@nehcsolutions.com
• General email: referrals@nehcsolutions.com
• Phone: (413) 784-5099
• Mail: New England Healthcare Solutions LLC, 1985 Main Street, Suite 207, Springfield, MA 01103

For questions about care or eligibility, you can also visit our contact page.