Privacy Policy

Effective Date: February 12, 2026

Serenity Helpline (“we,” “us,” or “our”) operates a licensed addiction treatment center located at 122 E Beaver St, Jacksonville, FL 32202. This Privacy Policy describes how we collect, use, disclose, and protect personal information and protected health information (PHI) when you visit our website at serenityhelpline.website, contact our facility, or receive treatment at our center.

By using our website or engaging with our treatment center, you consent to the practices described in this Privacy Policy. We encourage you to read this document carefully and contact our Privacy Officer if you have any questions.

1. Information We Collect

Serenity Helpline collects different types of information depending on your interaction with our facility and website. The categories of information we may collect include:

Personal Information You Provide

• Contact information: Name, email address, phone number, and mailing address when you fill out a contact form, call our facility, or request information about our programs.
• Insurance information: Insurance provider, policy number, and coverage details when you submit a verification request or begin the admissions process.
• Demographic information: Age, gender, and other relevant details provided during pre-admission screening.
• Emergency contacts: Names and phone numbers of designated emergency contacts.

Protected Health Information (PHI)

• Medical history and treatment records created during your stay at our Jacksonville treatment center.
• Substance use history, mental health assessments, and diagnostic information.
• Treatment plans, progress notes, and discharge summaries generated by our on-site clinical team.
• Medication records and laboratory results obtained during medical detox or residential treatment.

Information Collected Automatically

• Device and browser data: IP address, browser type, operating system, and device identifiers.
• Usage data: Pages visited, time spent on pages, referring URLs, and navigation paths.
• Location data: General geographic location based on IP address (we do not collect precise GPS data through our website).

2. How We Use Your Information

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

Treatment and Clinical Care

• To provide individualized addiction treatment at our Jacksonville facility, including medical detox, residential treatment, outpatient programs, and dual diagnosis care.
• To coordinate care among our on-site physicians, therapists, counselors, and nursing staff.
• To develop and maintain your personalized treatment plan.
• To process insurance claims and billing related to your treatment.

Communication and Operations

• To respond to your inquiries about our treatment programs and admissions process.
• To schedule assessments, tours of our facility, and appointments.
• To send appointment reminders and aftercare follow-up communications.
• To improve our website, services, and the patient experience at our treatment center.

HIPAA Compliance

All use of protected health information at Serenity Helpline complies with the Health Insurance Portability and Accountability Act (HIPAA) of 1996, the HITECH Act, and 42 CFR Part 2 (Confidentiality of Substance Use Disorder Patient Records). We maintain administrative, physical, and technical safeguards to protect the confidentiality, integrity, and availability of your PHI. Our clinical staff undergoes regular HIPAA training, and our facility follows strict protocols for handling all patient health information.

3. How We Share Your Information

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

With Your Consent

• When you sign a written authorization allowing us to share your information with designated family members, other healthcare providers, or third parties.
• When you provide written consent for insurance verification and claims processing.

For Treatment, Payment, and Healthcare Operations

• Treatment: We may share PHI with other healthcare providers involved in your care, such as referring physicians, specialists, or aftercare providers, as permitted by HIPAA and 42 CFR Part 2.
• Payment: We may share information with your insurance company to process claims, verify coverage, and receive payment for treatment services provided at our facility.
• Healthcare Operations: We may use PHI for quality improvement, staff training, compliance auditing, and other internal operations necessary to run our treatment center.

As Required by Law

• In response to a valid court order, subpoena, or other lawful process.
• To comply with federal and state reporting requirements, including mandated reports of suspected abuse or neglect.
• When necessary to prevent a serious and imminent threat to health or safety.
• To comply with requirements of the Florida Department of Children and Families (DCF) and other regulatory agencies.

Service Providers

We may share limited information with trusted service providers who assist us in operating our website, processing payments, or conducting business activities on our behalf. These providers are contractually bound to maintain the confidentiality and security of your information and are prohibited from using it for any purpose other than providing the contracted service.

4. Cookies and Tracking Technologies

Our website at serenityhelpline.website uses cookies and similar tracking technologies to enhance your browsing experience and analyze site traffic.

Types of Cookies We Use

• Essential cookies: These are necessary for the website to function properly, including session management and security features. They cannot be disabled.
• Analytics cookies: We use analytics tools (such as Google Analytics) to collect aggregate, anonymized data about how visitors use our website. This helps us understand which pages are most visited and how we can improve our content.
• Functional cookies: These remember your preferences, such as language or font size, to provide a better user experience on your return visits.

Managing Cookies

You can control or delete cookies through your browser settings. Most browsers allow you to block or remove cookies. However, disabling certain cookies may affect your ability to use some features of our website. Please note that our website does not use cookies to collect protected health information.

Do Not Track Signals

Our website respects “Do Not Track” (DNT) signals sent by your browser. When we detect a DNT signal, we disable non-essential analytics tracking for your session.

5. Your Rights

Serenity Helpline is committed to respecting your rights regarding your personal information and protected health information. You have the following rights:

Right to Access

You have the right to request access to the personal information and medical records we maintain about you. You may request a copy of your records by contacting our Privacy Officer. We will respond to your request within 30 days, as required by HIPAA.

Right to Correction

If you believe any information in your records is inaccurate or incomplete, you have the right to request a correction. We will review your request and make appropriate amendments within 60 days.

Right to Restriction

You may request that we restrict how we use or share your PHI in certain situations. While we will consider all requests, we are not required to agree to all restrictions. However, if you pay for a treatment service out of pocket in full, you have the right to restrict disclosure to your insurance company for that specific service.

Right to Deletion

You may request the deletion of your personal information that we collected through our website (such as contact form submissions). Please note that we are required by law to retain medical records and treatment documentation for the period specified by Florida state law (typically a minimum of five years for adult patients). We cannot delete records that we are legally required to retain.

Right to an Accounting of Disclosures

You have the right to request a list of certain disclosures we have made of your PHI. This accounting will include disclosures made for purposes other than treatment, payment, or healthcare operations within the past six years.

Right to File a Complaint

If you believe your privacy rights have been violated, you have the right to 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.

6. HIPAA Notice of Privacy Practices

As a licensed addiction treatment center in Jacksonville, Florida, Serenity Helpline is required to comply with HIPAA and to provide you with this notice of our legal duties and privacy practices regarding your protected health information.

Protected Health Information (PHI)

PHI includes any individually identifiable health information created or received by our treatment center, including medical records, treatment plans, billing information, and any other information that relates to your past, present, or future physical or mental health condition, the provision of treatment, or payment for treatment.

Additional Protections Under 42 CFR Part 2

Because Serenity Helpline provides substance use disorder treatment, your records are also protected under federal regulation 42 CFR Part 2. This provides additional protections beyond HIPAA, including:

• Your substance use disorder treatment records cannot be disclosed without your specific written consent, except in limited circumstances defined by law.
• Any information disclosed is accompanied by a written statement prohibiting further re-disclosure.
• Violation of these regulations is a criminal offense.

Patient Rights Under HIPAA

As a patient at our Jacksonville facility, you have the right to:

• Receive a copy of this Notice of Privacy Practices.
• Request restrictions on certain uses and disclosures of your PHI.
• Request to receive confidential communications by alternative means or at an alternative location.
• Inspect and obtain a copy of your PHI maintained by our facility.
• Request amendments to your PHI.
• Receive an accounting of disclosures of your PHI.
• Appoint a personal representative to act on your behalf regarding your health information.

Our Obligations

Serenity Helpline is required to:

• Maintain the privacy of your PHI and provide you with this notice of our duties and privacy practices.
• Notify you promptly if a breach of your unsecured PHI occurs.
• Follow the terms of the notice that is currently in effect.
• Obtain your written authorization for uses and disclosures of PHI not covered by this notice or otherwise permitted by applicable law.

7. Data Security

Serenity Helpline implements a range of security measures to protect your personal information and PHI from unauthorized access, alteration, disclosure, or destruction. These measures include:

• Encryption of sensitive data transmitted through our website using SSL/TLS technology.
• Secure electronic health record (EHR) systems with role-based access controls at our treatment facility.
• Physical security measures at our Jacksonville campus, including locked file rooms and secured workstations.
• Regular security assessments and staff training on data protection and HIPAA compliance.
• Business Associate Agreements (BAAs) with all third-party service providers who may access PHI.

While we take every reasonable precaution to safeguard your information, no method of electronic transmission or storage is completely secure. We cannot guarantee absolute security but are committed to promptly addressing any identified vulnerabilities.

8. Children’s Privacy

Our website is not intended for use by individuals under the age of 18. We do not knowingly collect personal information from children under 18 through our website. If we become aware that we have inadvertently collected personal information from a minor, we will take steps to delete that information promptly. If you believe a child under 18 has provided us with personal information through our website, please contact our Privacy Officer immediately.

9. Changes to This Privacy Policy

Serenity Helpline reserves the right to modify this Privacy Policy at any time. When we make material changes, we will update the “Effective Date” at the top of this page and, where appropriate, notify you through a prominent notice on our website. We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information. Your continued use of our website or treatment services after any changes constitutes your acceptance of the revised policy.

10. Contact Us About Privacy

If you have any questions, concerns, or requests regarding this Privacy Policy, your personal information, or our privacy practices, please contact our Privacy Officer:

You may also file a complaint with the U.S. Department of Health and Human Services Office for Civil Rights by visiting hhs.gov/ocr/privacy or by calling 1-877-696-6775.

For questions about our treatment programs or to begin the admissions process at our Jacksonville treatment center, please call (239) 241-5525 or visit our Contact page.