Your records and complaints

Who can ask

You can ask for your own records. A person with legal authority to make health care decisions for you, such as an agent under a medical power of attorney or a guardian of the person, can ask on your behalf. We will ask for a copy of the document that gives them that authority. We verify the identity of everyone who makes a request before we release anything.

How to request your records

Write to our Privacy Officer by email at care@parsonsathome.com or by mail to Parsons at Home LLC, 2413 Princeton Dr., Austin, Texas 78741. You can also call +1 (214) 872-6659 and we will help you put your request in writing. Please tell us:

• the name of the member whose records you want;
• what you would like to see or receive;
• whether you want paper or electronic copies, and where to send them; and
• how we can reach you.

When you will hear from us

• We will respond to a request to see or copy your records within 30 days.
• If you ask in writing for an electronic copy of records we keep electronically, we will provide it within 15 business days, as Texas law requires.
• We will respond to a request to amend your records within 60 days, and to a request for an accounting of disclosures within 60 days.
• If we cannot meet a 30- or 60-day deadline, we will tell you in writing before it passes why, and the date we will respond, which will be no more than 30 days later. We may extend each request only once.
• We charge only a reasonable, cost-based fee for copies, and we will tell you the amount before we charge it.
• If we deny any part of your request, we will tell you why in writing and explain how to ask for a review or make a complaint.

You can also ask us to correct your records, to list certain disclosures we have made, to restrict how we use or share your information, or to contact you a different way. Send those requests to the Privacy Officer in the same way.

How to make a complaint

If you believe we have not protected your privacy, you can complain to us or to the government. We will not retaliate against you for making a complaint, and you never have to give up any of your rights to receive our service.

• To us: contact our Privacy Officer at care@parsonsathome.com, +1 (214) 872-6659, or Parsons at Home LLC, 2413 Princeton Dr., Austin, Texas 78741. We will acknowledge your complaint and tell you the outcome.
• To the U.S. Department of Health and Human Services, Office for Civil Rights: you can file a complaint in writing within 180 days of when you knew or should have known about the problem, at hhs.gov/ocr/complaints.
• To the Texas Attorney General: you can file a complaint through the Office of the Attorney General of Texas.