At Acacia Health, we respect your privacy and your preferences regarding telephone calls, text messages (SMS), and email communications.
We understand that reaching out about hospice care, palliative care, or home health services is a personal decision. Our goal is to provide timely, compassionate communication while protecting your information and respecting your choices.
This TCPA Consent & SMS Privacy Policy explains how we collect communication consent, the types of messages you may receive, how we use communication technology, and how you can withdraw your consent.
This policy applies to communications made by or on behalf of the following Acacia Health organizations, as applicable:
- Acacia Hospice & Palliative Services
- Acacia Hospice of The Desert
- Acacia Home Health & Palliative
Our practices are subject to applicable federal and California laws, including the Telephone Consumer Protection Act (TCPA), Federal Communications Commission (FCC) regulations, and the Health Insurance Portability and Accountability Act (HIPAA), where applicable.
1. How We Obtain Your Consent
When you submit an inquiry through our website, you may be asked to provide your name, email address, and telephone number.
Our website also includes a required acknowledgment checkbox linking to our Terms of Use, Privacy Policy, and TCPA Consent & SMS Privacy Policy.
By checking the acknowledgment box and submitting a form, you confirm that you have reviewed the linked policies and authorize Acacia Health to respond to your inquiry using contact methods permitted by applicable law.
Where the form includes a clear and legally sufficient disclosure requesting consent for automated calls, prerecorded or artificial-voice messages, or text messages, your affirmative agreement may serve as electronic consent for the communications specifically described.
Consent applies to the Acacia organization or organizations identified in the applicable consent disclosure.
Providing your contact information or acknowledging website policies does not automatically authorize unrelated marketing communications.
Consent to receive marketing or promotional calls or text messages is not a condition of receiving healthcare services.
When separate consent is required by law, Acacia Health obtains that consent before initiating the applicable communications.
2. Types Of Communications You May Receive
Depending on your inquiry, relationship with Acacia Health, and applicable communication consent, you may receive the following types of communications.
Service Inquiries And Requested Information
We may contact you to respond to questions or requests about:
- Hospice care and end-of-life services
- Palliative care
- Home health services
- Care eligibility and admissions
- Available healthcare services
- Other information you specifically request
These communications may be made by authorized Acacia Health staff members or through approved communication platforms.
Patient Care And Administrative Communications
If you are a patient, caregiver, or authorized representative, communications may include:
- Appointment and visit reminders
- Care coordination and scheduling
- Medication or medical equipment delivery arrangements
- Administrative updates
- Treatment-related information
- Other healthcare communications permitted by law
These communications are subject to applicable healthcare privacy and telephone communication requirements.
Bereavement And Family Support
We may communicate with appropriate family members and caregivers regarding bereavement support, grief resources, and related services when permitted by applicable law.
Surveys And Other Optional Communications
We may contact eligible individuals regarding satisfaction surveys, service feedback, or review requests.
General educational or promotional communications may also be offered where appropriate.
When communications constitute marketing or otherwise require additional consent, we obtain the consent required by applicable law.
You may decline optional promotional communications without affecting your eligibility for healthcare services.
3. Telephone Calls And Automated Communications
Acacia Health may communicate with you through telephone calls, voicemail messages, or other permitted calling methods.
Depending on the purpose and the consent provided, communications may involve:
- Calls placed by authorized staff
- Automated dialing technologies
- Prerecorded messages
- Artificial-voice messages
- Other legally permitted communication technologies
Use of automated or prerecorded calling methods is subject to applicable TCPA requirements.
Where prior express consent or prior express written consent is required, we obtain the applicable consent before making those calls.
We do not interpret consent to receive a response to an inquiry as unrestricted permission to deliver unrelated automated marketing calls.
4. SMS And Text Message Consent
Acacia Health may send SMS messages to individuals who have provided the consent required for the applicable messaging program.
Text messages may include:
- Responses to requested inquiries
- Service-related follow-up
- Appointment or administrative notifications
- Authorized care coordination communications
- Other communications permitted by law and supported by any required consent
SMS Program Information
Program Name: Acacia Health SMS Communications
Message Frequency: Message frequency varies based on your inquiry, communication preferences, and the services or messaging program involved.
Message And Data Rates: Standard message and data rates may apply according to your mobile carrier’s plan.
Carrier Responsibility: Mobile carriers are not responsible for delayed or undelivered messages.
Consent Requirement: Consent to optional promotional SMS communications is not a condition of purchasing or receiving healthcare services.
Automated Text Messages
Certain SMS communications may be sent using automated technology through our authorized communications platform.
Where required, your affirmative electronic consent authorizes the specified automated messages at the telephone number provided.
The scope of your consent is determined by the disclosure presented when you provide it and applicable law.
5. HighLevel CRM And Communication Technology
Acacia Health uses HighLevel, a customer relationship management (CRM) and communications platform, to support service inquiries, communication management, and authorized administrative workflows.
Our HighLevel environment includes HIPAA compliance features and an applicable Business Associate Agreement.
Depending on the communication program and applicable consent, HighLevel may be used to:
- Organize contact inquiries
- Manage authorized follow-up communications
- Send permitted SMS messages
- Maintain contact preferences
- Record consent and opt-out information
- Support approved administrative communications
Access to personal information is limited according to authorized responsibilities and applicable privacy requirements.
We do not sell your mobile phone number, SMS opt-in information, or messaging consent records to third parties.
We do not share SMS opt-in information or consent records with third parties for their independent marketing purposes.
Information may be processed by authorized communications providers as necessary to operate our messaging services, subject to applicable legal and privacy requirements.
6. How To Opt Out Of Text Messages
You may withdraw consent to applicable optional text messaging communications at any time.
Stop Receiving Text Messages
To opt out of an applicable SMS program:
- Reply STOP to a text message from Acacia Health.
- Contact the appropriate Acacia Health office directly.
- Use another legally effective opt-out method made available for the communication program.
We honor valid revocation requests within the period required by applicable law.
After opting out, you may receive a final nonpromotional confirmation message where permitted by law.
We will not send additional messages covered by your opt-out unless you provide new consent or another applicable legal basis permits the communication.
Get Assistance
Reply HELP to an applicable text message for assistance, or contact one of our offices using the telephone numbers below.
If you prefer another communication method, you may contact our team to discuss available options.
7. Email Communications
Acacia Health uses Microsoft 365 email services for authorized healthcare-related, administrative, and business communications.
Email communications may include:
- Responses to submitted inquiries
- Requested information
- Administrative updates
- Scheduling and coordination information
- Other communications permitted by applicable law
Where legally required, marketing emails will include an appropriate unsubscribe mechanism.
You may also contact Acacia Health to update your communication preferences.
Unsubscribing from optional marketing emails does not necessarily prevent separate care-related, administrative, or legally required communications.
8. HIPAA And Communication Privacy
Acacia Health is committed to protecting the confidentiality of personal and protected health information (PHI).
We maintain administrative, technical, and physical safeguards designed to protect PHI in accordance with applicable HIPAA and California healthcare privacy requirements.
Our HighLevel and Microsoft 365 environments are configured to support the secure handling of healthcare-related information.
Privacy Of Text And Email Communications
Although we use appropriate safeguards, standard text messaging and email may involve privacy risks.
Messages may be visible to individuals who have access to your telephone, email account, or device notifications.
We take appropriate precautions to avoid unnecessary disclosure of sensitive medical information.
When appropriate, our team may use or recommend another communication method for sensitive healthcare matters.
You may request confidential communications through an alternative method or location, subject to applicable law.
For additional information, please review our HIPAA Notice of Privacy Practices.
9. Consent Records And Communication Preferences
To support lawful communication practices, Acacia Health may maintain records of your consent and communication preferences.
These records may include:
- Your name and contact information
- Telephone number or email address
- Date and method of consent
- The consent disclosure presented
- Electronic acknowledgment or checkbox selection
- Communication preferences
- Opt-out requests
- Relevant communication history
These records may be maintained using authorized systems, including HighLevel and Microsoft 365.
We retain information in accordance with applicable laws, recordkeeping obligations, and organizational policies.
10. Do Not Call Preferences
Acacia Health respects applicable federal and state Do Not Call requirements.
A request for information or consent to a particular communication does not automatically waive all protections associated with federal, state, or internal Do Not Call lists.
Where a legally valid exception or consent permits a communication, we may contact you within the scope allowed by applicable law.
You may request that we stop applicable telemarketing calls by contacting our team.
We will honor valid requests in accordance with applicable legal requirements.
Consent to one category of communication does not automatically authorize unrelated promotional communications.
11. Accuracy Of Your Contact Information
When providing contact information, please ensure that it is accurate and current.
If you provide a telephone number or email address belonging to another individual, you should have appropriate authority to provide that information.
Providing another person’s telephone number does not automatically establish consent from that person for regulated automated or marketing communications.
Please notify us if your contact information changes or if you receive communications intended for another person.
12. Call Recording And Monitoring
Acacia Health may record or monitor certain telephone communications for quality assurance, training, administrative documentation, or other lawful purposes.
When recording a confidential communication requires consent under California or other applicable law, we obtain the necessary consent before recording.
Appropriate notice or consent procedures will be provided when required.
Call recordings containing PHI are subject to applicable healthcare privacy and security requirements.
13. Withdrawing Or Changing Consent
You may update your optional communication preferences or withdraw applicable consent at any time.
Available methods include:
- Replying STOP to an applicable SMS message
- Using an unsubscribe option in a marketing email
- Contacting an Acacia Health office
- Requesting an alternative communication method
Withdrawing consent to optional promotional communications will not affect your eligibility for healthcare services.
Certain separate communications may remain permitted or required under healthcare privacy, treatment, or other applicable laws.
If your preferences affect the way we communicate important healthcare information, our team can discuss alternative communication arrangements.
14. Third-Party Communications Providers
Acacia Health uses authorized service providers to support communications and administrative operations.
These include:
- HighLevel for CRM and certain SMS communications
- Microsoft 365 for email communications
- Authorized telecommunications and message delivery providers
When providers handle PHI on our behalf, we require the privacy and security protections applicable to those services, including Business Associate Agreements where required by HIPAA.
We do not authorize providers to use your SMS consent information for their independent marketing.
15. Changes To This Policy
Acacia Health may update this TCPA Consent & SMS Privacy Policy to reflect changes in our communication practices, technology, services, or applicable legal requirements.
When changes are made, we will revise the Last Updated date displayed on this page.
Where legally required, we will obtain new consent before initiating communications that fall outside the scope of existing consent.
Continued communication or website use does not, by itself, establish new consent where applicable law requires affirmative authorization.
16. Contact Acacia Health
If you have questions about this policy, text messaging, automated calls, or communication preferences, please contact the appropriate office.
Acacia Hospice & Palliative Services
17780 Fitch, Suite 201
Irvine, CA 92614
Phone: (714) 576-2222
Acacia Hospice of The Desert
75108 Gerald Ford Drive, Suite 3
Palm Desert, CA 92211
Phone: (760) 898-4308
Acacia Home Health & Palliative
17780 Fitch, Suite 200
Irvine, CA 92614
Phone: (949) 335-5515
General Inquiries: (800) 993-9391
Privacy Officer: Daniel Repchian
Website: https://www.acaciahealth.net
17. Additional Privacy And Legal Information
For more information about how we protect your information and your rights, please review:
Questions About SMS Consent Or Communication Preferences?
At Acacia Health, our mission is to provide comfort, assurance, and care to our patients and their families.
If you have questions about SMS consent, automated communications, or communication preferences related to hospice care, palliative care, or home health services, contact our team.
Irvine Hospice: (714) 576-2222
Palm Desert Hospice: (760) 898-4308
Home Health & Palliative: (949) 335-5515
