Member Privacy Rights

The law protects the security and confidentiality of your personal health information. Except as allowed by law, your records and other information about you will not be released by us or by any of our providers without your written permission. You have the right to request and receive a copy of your medical record, subject to therapeutic privilege, and to request that your medical record be amended or corrected.

We take your privacy rights very seriously. We have robust administrative, technical and physical safeguards in place to protect your information. All of our staff receive training about privacy and security. Privacy and security provisions are included in our contracts with providers in our network. 

If you need a printed copy of our Notice of Privacy Practices, call the Vaya Health Member Services Department at 1-800-849-6127 and ask us to mail you a copy. If we change our Notice of Privacy Practices, we will mail members a new copy.

You should be aware that information can be provided without your consent to help in treatment and care coordination, for healthcare operations such as payment, for emergency care and to law enforcement officers to comply with a court order. Special rules may apply if you have a legal guardian appointed, are a minor, are receiving treatment for substance use or are diagnosed with HIV/AIDS.

You also have the right to request and receive a copy of your health record unless your provider, doctor or therapist determines this would be detrimental to your physical or mental wellbeing. This is called therapeutic privilege and is described in N.C.G.S. § 122C-53(d).

If the doctor or therapist determines that this would be detrimental to your physical or mental wellbeing, you can request that the information be sent to a physician or professional of his or her choice.

Vaya staff and contractors cannot send email to members about personal or health matters unless it is through the use of a secured email service such as Zixmail. If you do not have access to a secure email service, we recommend that you communicate about your healthcare in writing or face-to-face. If you have any questions about your health information, email our Privacy Officer at PrivacyOfficer@vayahealth.com.

To request a copy of your records, send an email to Health.Information@vayahealth.com. You can also call Member Services at 1-800-849-6127 and ask to speak with our records manager.

What do I do if I believe my privacy rights have been violated?

If you feel your protected health information has been violated, you may file a complaint with Vaya by calling 1-800-849-6127. You may also contact the N.C. Department of Health and Human Services (DHHS) using one of the following ways:

BY MAIL: 
N.C. DHHS Office of Privacy and Security
2015 Mail Service Center
Raleigh, NC 27699-2015

BY PHONE:
919-855-3000

BY FAX:
919-733-1524

BY EMAIL: 
DHHS.Security@dhhs.nc.gov

ONLINE: 
https://security.ncdhhs.gov/

Need Help?

Finding care can be confusing sometimes. At Vaya Health, we make it easier. The process starts with a phone call to our Access to Care Line at
1-800-849-6127.