Effective Date: October 20, 2026
Prism Wellness Network (“Prism,” “we,” “our,” or “us”) is a behavioral healthcare organization committed to protecting the privacy, confidentiality, and personal information of individuals seeking substance use disorder treatment, mental health services, and related support.
We recognize that reaching out for behavioral healthcare services is a personal decision that may involve sharing sensitive information. Whether you are contacting us for yourself, a loved one, or someone under your care, we are committed to handling your communications with professionalism, discretion, and respect.
This Communications Privacy Policy explains how we collect, use, maintain, protect, and disclose information obtained through telephone conversations, text messages, email correspondence, website inquiry forms, and other direct communications.
Our communications are designed to provide individualized assistance through direct interaction with real members of our team. We prioritize meaningful, person-to-person conversations rather than impersonal, automated outreach.
This policy applies to communications between Prism Wellness Network and prospective patients, current patients, family members, authorized representatives, referral partners, and other individuals who contact our organization.
Where applicable, this policy supplements our Notice of Privacy Practices and other legally required patient privacy notices.
Prism Wellness Network utilizes a human-centered communication model.
Our admissions representatives and authorized team members personally manage treatment inquiries and related correspondence. Communications are intended to support an individual’s existing inquiry, answer questions, provide guidance, and facilitate access to appropriate behavioral healthcare services.
Our communication practices include:
Direct human interaction: Admissions inquiries and ongoing conversations are handled by members of our team rather than artificial intelligence chatbots or automated conversational agents.
Individualized communication: Representatives respond according to the individual’s questions, circumstances, and expressed needs.
Inquiry-based follow-up: Follow-up communications relate to previous inquiries, ongoing discussions, scheduled conversations, or other communications for which appropriate permission has been obtained.
Non-promotional communication: Our admissions-related correspondence is intended to provide information and assistance, not unsolicited marketing or mass advertising.
Transparent identification: Our representatives identify Prism Wellness Network when initiating business-related communications.
Personal control: Individuals may request changes to how they are contacted or discontinue optional communications at any time.
Although our substantive admissions conversations are managed by human representatives, our communications service provider may generate limited administrative messages, including confirmations of messaging preferences, where required by carrier requirements or applicable law.
The use of communication software does not change our commitment to person-to-person service.
When you contact Prism Wellness Network, we may collect information reasonably necessary to understand your inquiry and provide appropriate assistance.
Personal and contact information
This may include your name, telephone number, email address, preferred method of communication, general location, and relationship to the individual seeking treatment.
Treatment inquiry information
Depending on the nature of your request, we may collect information about the services you are seeking, general treatment preferences, desired admission timelines, requested levels of care, and other information you voluntarily provide.
Insurance and financial information
When relevant to an inquiry, we may request insurance provider information, policy details, coverage information, and other information necessary to assist with eligibility or benefits verification.
Communication records
We may maintain records of incoming and outgoing communications, including:
Telephone numbers and communication dates
Call durations and contact history
SMS and MMS correspondence
Email communications
Website inquiry submissions
Admissions representative notes
Documented consent and communication preferences
Scheduling and callback requests
Call recordings when recording is disclosed and permitted by applicable law
Voluntarily disclosed health information
You may choose to disclose sensitive information concerning mental health, substance use, treatment history, or other personal circumstances.
Such information will be handled in accordance with applicable privacy and confidentiality obligations, including the Health Insurance Portability and Accountability Act (HIPAA) and 42 CFR Part 2 where applicable.
We seek to collect only information reasonably necessary for the purpose of the communication.
Information collected through our communication channels is used to respond to inquiries, coordinate requested services, and support appropriate care-related administrative activities.
Authorized uses may include:
Admissions inquiries and treatment information
Providing information about available behavioral healthcare services, admission requirements, levels of care, treatment options, and next steps.
Insurance verification
Coordinating requested insurance eligibility checks, communicating verification updates, and explaining relevant coverage information.
Scheduling and coordination
Arranging admissions consultations, scheduling return telephone calls, confirming requested appointments, and assisting with logistical questions.
Requested follow-up
Contacting an individual after an initial inquiry when they have requested additional information, indicated an interest in continuing the conversation, or otherwise provided appropriate consent for follow-up.
Patient and family communication
Responding to questions from patients, authorized family members, caregivers, and other appropriate contacts, subject to applicable confidentiality requirements.
Referral coordination
Communicating with authorized healthcare professionals, facilities, and referral sources when necessary and permitted to coordinate an individual’s inquiry or care.
Documentation and compliance
Maintaining necessary communication records, honoring individual preferences, documenting consent, improving operational processes, and meeting applicable legal obligations.
We do not use admissions communications as permission to enroll individuals in unrelated promotional messaging programs.
Prism Wellness Network uses SMS and other supported messaging services to facilitate direct, individualized communication between our representatives and individuals who have agreed to receive communications.
Text messaging may be used to:
Respond to treatment inquiries
Answer questions about services or admissions
Schedule requested telephone conversations
Coordinate admissions consultations
Provide updates on requested insurance verification
Confirm non-sensitive logistical information
Respond to previously established conversations
Assist with requested next steps
Human-managed correspondence
Our admissions-related text conversations are intended to be two-way exchanges with members of our team.
Individuals communicating with Prism Wellness Network are not required to navigate an automated conversational system to receive assistance. Our representatives can review and respond to questions directly.
We do not use these admissions conversations to distribute unsolicited promotional messages or bulk advertising campaigns.
Message frequency
Message frequency varies according to the nature of the inquiry, the individual’s communication preferences, and the assistance requested. There is no predetermined daily or weekly frequency for individualized admissions conversations.
Carrier charges
Message and data rates may apply.
No requirement to receive text messages
Participation in text messaging is voluntary. Consent is not a condition of service, and individuals are not required to agree to optional text communications to request information about available services.
Individuals who prefer not to communicate by text may request an alternative means of communication.
Prism Wellness Network seeks appropriate consent before initiating outbound text communications, in accordance with applicable laws, carrier standards, and the requirements of our communication service providers.
Consent may be obtained through:
Website inquiry forms
Individuals may voluntarily provide their telephone number and affirmatively agree to receive informational text messages regarding their inquiry.
Where SMS consent is collected through a checkbox, the checkbox is optional, is not preselected, and is presented with the applicable messaging disclosures.
Direct telephone conversations
An individual may provide verbal consent for non-marketing informational text messages during a conversation with an authorized Prism Wellness Network representative. Such consent may be documented in our communication records.
Direct text inquiries
When an individual initiates a text conversation, we may respond to the inquiry consistent with applicable consent and messaging requirements. Initiating a conversation does not, by itself, authorize unrelated or indefinite future outreach.
Other documented consent methods
When permitted, consent may be collected through written forms, electronic documentation, or other legally recognized methods.
Consent to informational communications does not constitute consent to marketing communications. Any promotional text messaging program would require separate consent appropriate to that program.
Providing a telephone number belonging to another individual does not automatically authorize Prism Wellness Network to contact that person by text.
We respect every individual’s right to determine whether and how they wish to communicate with Prism Wellness Network.
Because our admissions communications are managed by human representatives, individuals may communicate their preferences directly to the person assisting them.
You are not required to use a specific keyword to request that a representative stop contacting you.
For example, you may tell your representative that you no longer wish to receive text messages, that you would prefer telephone calls, or that you do not want further nonessential follow-up.
Individuals may withdraw consent or update their communication preferences by:
Informing an admissions representative during a conversation
Replying to a text message with a clear request to discontinue contact
Contacting Prism Wellness Network by telephone
Submitting a written request to our designated contact
Using a supported carrier opt-out keyword, including STOP, when applicable
For registered business messaging services, replying STOP is an available method of withdrawing SMS consent, and replying HELP may provide assistance. These keywords are provided as additional options, not as the exclusive way to communicate your preferences.
We will document and honor requests to discontinue optional communications in accordance with applicable requirements.
Withdrawal of SMS consent does not prevent an individual from independently contacting Prism Wellness Network again to request assistance. Any subsequent outbound messages remain subject to applicable consent and messaging requirements.
Where communication is necessary to satisfy a legal obligation or address an existing care relationship, we will use an appropriate and legally permitted method of communication.
Prism Wellness Network does not sell, rent, or share mobile telephone numbers, SMS/MMS/RCS opt-in information, or text messaging consent with third parties or affiliates for marketing or promotional purposes.
Information provided through our admissions and communication channels is not sold to data brokers, advertising companies, lead resellers, or unrelated organizations for their independent marketing activities.
All categories of information use and disclosure described in this policy expressly exclude text messaging originator opt-in data and consent from any third-party or affiliate marketing or promotional sharing.
We do not authorize our communication service providers to use individuals’ SMS consent information for their own independent marketing campaigns.
We may share information with authorized service providers solely to facilitate requested communications, provide contracted services, maintain security, or comply with applicable legal obligations, subject to appropriate contractual and privacy protections.
This operational use does not authorize the sale or promotional redistribution of text messaging consent information.
Prism Wellness Network utilizes communication management technology, including CallTrackingMetrics, to help facilitate direct interactions between individuals and authorized representatives.
Such technology may support:
Telephone call routing
Incoming and outgoing text messaging
Documentation of communication history
Assignment of inquiries to team members
Call recordings where permitted
Communication preference management
Consent and opt-out documentation
Operational reporting and quality assurance
The use of these systems does not mean that conversations are conducted by artificial intelligence or that every communication is automatically generated.
Authorized representatives remain responsible for managing substantive admissions conversations.
Communication service providers may process limited personal information as needed to transmit, store, route, or document communications.
Where required by applicable healthcare privacy law, appropriate agreements and safeguards will govern the handling of protected health information.
We require service providers to use personal information only for authorized purposes and subject to applicable contractual, confidentiality, and legal restrictions.
Behavioral healthcare communications may involve sensitive personal information, including matters related to substance use, mental health, psychiatric care, family circumstances, and previous treatment experiences.
Prism Wellness Network recognizes the importance of preserving confidentiality throughout the admissions process.
We maintain administrative, technical, and organizational safeguards designed to protect personal information from unauthorized access, use, alteration, or disclosure.
These safeguards include appropriate access restrictions, personnel confidentiality responsibilities, and the use of authorized communication systems.
Health information subject to HIPAA or 42 CFR Part 2 receives the protections required by those laws, where applicable.
Ordinary text messaging is not necessarily a secure or encrypted method of communication.
For this reason, we seek to limit sensitive clinical details transmitted through ordinary SMS and may direct individuals to a more appropriate communication method when a conversation requires detailed medical, psychiatric, insurance, or treatment information.
Individuals should avoid submitting highly sensitive information through ordinary text messages unless specifically instructed to use an appropriate communication channel.
No electronic communication service can guarantee absolute security or uninterrupted delivery.
We understand that inquiries about behavioral healthcare are often initiated by family members, healthcare professionals, or other individuals concerned about someone seeking treatment.
We may respond to general questions regarding treatment availability, admissions procedures, and publicly available service information.
However, receiving an inquiry from a third party does not automatically authorize us to disclose a patient’s protected or confidential treatment information.
Patient-specific information is disclosed only when appropriately authorized or otherwise permitted by applicable law.
We do not treat a family member’s or referral partner’s provision of a patient’s telephone number as automatic consent for unrestricted text communications with that patient.
Where authorization or consent is required, it must be established before the relevant communication or disclosure.
To support quality assurance, staff training, compliance, and accurate inquiry documentation, Prism Wellness Network may maintain records of communications handled by our team.
Telephone conversations may be recorded or monitored when appropriate notice or consent has been obtained and applicable law permits.
Communication records may be reviewed by authorized personnel for legitimate operational purposes, including resolving concerns, evaluating response quality, maintaining accurate admissions records, and verifying compliance with communication preferences.
Access to such records is restricted according to role, legitimate business need, and applicable confidentiality obligations.
Call recordings, messages, and documentation containing protected health information are subject to additional healthcare privacy requirements where applicable.
Prism Wellness Network retains communication information only for as long as reasonably necessary to fulfill legitimate operational purposes, satisfy applicable legal requirements, maintain required records, resolve disputes, or support authorized healthcare activities.
Retention periods may differ depending on the category of information, whether the individual becomes a patient, and whether the record is subject to healthcare-specific requirements.
When information is no longer required, we take appropriate steps to securely delete, de-identify, archive, or otherwise dispose of it in accordance with our retention policies and applicable law.
Requests to discontinue text communications will be documented as necessary to prevent unwanted future contact. Limited information may therefore be retained to honor an individual’s communication preferences even after substantive correspondence has ended.
Subject to applicable law, individuals may have rights concerning the personal information maintained by Prism Wellness Network.
These may include the right to:
Request information about how personal data is used
Update inaccurate contact information
Change communication preferences
Withdraw consent for optional communications
Request reasonable alternative methods of confidential communication
Request access to qualifying records
Request restrictions or corrections where applicable
Raise concerns about the handling of personal information
Certain rights relating to protected health information are governed by HIPAA, 42 CFR Part 2, and other applicable laws and are explained further in the relevant Notice of Privacy Practices or patient confidentiality notice.
We will review and respond to requests in accordance with applicable requirements.
Although we take reasonable steps to safeguard communication information, telephone calls, email services, and text messaging systems may be subject to risks outside our direct control.
These can include message interception, device access by unauthorized individuals, carrier errors, delivery delays, or messages being viewed by others with access to a shared telephone or email account.
If you believe your contact information has been compromised, or you would prefer a more confidential method of communication, please inform your representative.
We will make reasonable efforts to accommodate appropriate alternative communication requests.
Prism Wellness Network may also suspend or modify a communication method when necessary to protect confidentiality, maintain security, or comply with applicable legal obligations.
Our admissions telephone, SMS, and email communication channels are intended for general inquiries, coordination, and non-emergency assistance.
They are not designed to provide continuous emergency monitoring or immediate crisis response.
Messages may not be reviewed or answered immediately, even though conversations are managed by human representatives.
Individuals experiencing an immediate medical or psychiatric emergency should call 911 or seek emergency medical assistance. Individuals in the United States experiencing a mental health crisis may also contact the 988 Suicide & Crisis Lifeline.
Prism Wellness Network may periodically update this policy to reflect changes to our communication practices, applicable laws, technology, carrier requirements, or privacy procedures.
Revisions will be reflected through an updated effective date when published.
Material changes to our handling of personal information will be addressed in accordance with applicable legal requirements.
Individuals with questions about this Communications Privacy Policy, requests to change communication preferences, or concerns about personal information may contact Prism Wellness Network.
Prism Wellness Network
Telephone: 844-944-0688
Email: [email protected]
Website: prismwellnessnetwork.com
For assistance with an existing admissions inquiry, individuals may also communicate directly with the representative assisting them.
Our Commitment
At Prism Wellness Network, communication is an extension of the care and respect we believe every person deserves. Behind our admissions conversations is a real person committed to listening, providing meaningful information, and helping individuals understand their options.
We believe individuals seeking behavioral healthcare should remain in control of their communication preferences, their personal information, and their decision to pursue treatment.