Community Guidelines
Care works when both sides can speak plainly and be heard. These guidelines apply wherever we talk: video visits, portal messages, email, and the phone.
What we ask of you
- Be accurate. Tell us your real name, date of birth, and where you are during a visit. Your location decides what we are legally allowed to do, and an inaccurate answer can make a visit unlawful rather than merely unhelpful.
- One account, one person. Your account is yours. Do not share a login, and do not book or attend a visit on behalf of someone else without telling us.
- Be civil. We will not continue a visit or a message thread that includes threats, slurs, sexual remarks, or abuse directed at our clinicians or staff.
- Do not record. Video visits are not recorded by us, and we ask that you do not record them either. Other people's health information can end up in the frame.
- Use the right channel for urgency. Messages are answered during working hours. They are not monitored around the clock and must not be used for an emergency.
What you can expect from us
- We will not judge you for what you tell us. You can say what is actually happening.
- We will answer messages during working hours and tell you when we cannot answer quickly.
- We will tell you what we are doing and why, and what we are not doing and why not.
- We will not refuse care because of your race, color, national origin, sex, sexual orientation, gender identity, age, disability, religion, or ability to pay for something other than the visit itself.
Emergencies
If you are in danger, call 911. If you are thinking about harming yourself, call or text 988 (the Suicide and Crisis Lifeline), available 24 hours a day. OwnIt Health is not an emergency service, and nobody is watching our messages overnight.
When we end care
We may end the relationship if someone is abusive to our staff, repeatedly misrepresents who they are, seeks prescriptions through deception, or asks us to document something that is not true. If that happens we will tell you in writing, we will provide urgent care for a reasonable period while you find another practice, and you keep the right to a copy of your record.
You can stop being our patient at any time, for any reason, and you do not have to give us one.