Resources Search
Close Search
Urgent Care


Privacy Policy – Last Modified: March 8, 2016

Southcoast Health System, Inc. and its entities, which include Southcoast Hospitals Group, Inc. (which consists of Charlton Memorial Hospital, St. Luke’s Hospital, and Tobey Hospital (collectively, the “Hospital”)), as well as Southcoast Visiting Nurse Association, Inc., and Southcoast Physicians Group, Inc. (collectively referred to as “Southcoast”) is committed to keeping its visitors informed about how we use the information we gather on our website (the “Site”). This policy is to inform you about the types of information we gather about you when you visit our Site, how we may use that information, whether we disclose it to anyone, the choices you have regarding our use of the information, and your ability to control our disclosure of it (the “Privacy Policy”). Please review this Privacy Policy before submitting any personal information to Southcoast through this Site. By your use of our Site, you signify your acceptance of this Privacy Policy. If you do not agree with this Privacy Policy, please do not use our Site. Throughout this Privacy Policy Southcoast is also sometimes referred to herein as “we,” “us,” and “our.”

Through the use of this Site you may provide Southcoast with health related information as well as non-health related information. This Privacy Policy governs the collection and use of both types of information. Information on the collection of health related information can be found in Section A of this Privacy Policy. Information on the collection and use of non-health related information can be found in Section B of this Privacy Policy.


This section of our Privacy Policy informs you about the types of medical information we gather about you. We understand that medical information about you and your health is personal. We are committed to protecting medical information about you. We create a record of the care and services you receive at Southcoast. We need this record to provide you with quality care and to comply with certain legal requirements. This notice applies to all of the records of your care generated by Southcoast.

This notice will tell you about the ways in which we may use and disclose medical information about you. We also describe your rights and certain obligations regarding the use and disclosure of medical information.

It is our responsibility and we are required by law to:

  • make sure that medical information that identifies you is kept private;
  • give you this notice of our legal duties and privacy practices with respect to medical information about you;
  • follow the terms of this notice that are listed below; and
  • give you notice if there is a breach of your medical information.

This notice describes our practices and those of:

  • any health care professional authorized to enter information into our electronic health records (“EHR”), including the doctors on our Hospital medical staff;
  • all departments and units of Southcoast;
  • any member of a volunteer group we allow to help you while you are in our Hospital or being treated at Southcoast; and
  • any trainee or student who we allow to help you while you are in our Hospital or being treated at Southcoast.

This notice will explain in detail:

  • How we may use and disclose medical information about you
  • Special situations in which we may use and disclose medical information about you
  • Your rights regarding medical information about you
  • Changes to this notice
  • Southcoast Hospitals Group Record Retention Policy
  • Complaints

1. How We May Use and Disclose Medical Information About You

Southcoast uses several electronic systems to use and maintain an EHR. Information in your EHR may be shared with other providers using the same electronic systems. The following categories describe different ways that we use and disclose medical information.

Not every use or disclosure in a category will be listed. However, all of the ways we are permitted to use and disclose information will fall within one of the categories.

For Treatment. We may use medical information about you to provide you with medical treatment or services. We may disclose medical information about you to doctors, nurses, technicians, medical students, or other personnel who are involved in taking care of you at Southcoast. Different departments of the Southcoast entities also may share medical information about you in order to coordinate the different things you need, such as prescriptions, lab work and x-rays. We also may disclose medical information about you to people outside of Southcoast, such as family members, clergy or others we may use to provide services that are part of your care.

Example: A doctor treating you for a broken leg may need to know if you have diabetes because diabetes may slow the healing process. In addition, the doctor may need to tell the dietician if you have diabetes so that we can arrange for appropriate meals.

For Payment. We may use and disclose medical information about you so that the treatment and services you receive at Southcoast may be billed to (and payment may be collected from) an insurance company or a third party. We may also share your medical information with doctors, nurses, technicians and other health care personnel who are involved in your treatment at our facilities as necessary for payment activities related to their joint provision of health care.

Example: We may need to give your health plan information about surgery you received so your health plan will pay us or reimburse you for the surgery. We may also tell your health plan about a treatment you are going to receive to obtain prior approval or to determine whether your plan will cover the treatment.

For Health Care Operations. We may use and disclose medical information about you to help run our facilities and make sure that all our patients receive quality care. We may also disclose information to doctors, nurses, technicians, medical students, and other personnel for review and learning purposes. We may remove information that identifies you from this set of medical information so others may use it to study health care and health care delivery without learning who the specific patients are.

Example: We may use medical information to review our treatment and services and to evaluate the performance of our staff in caring for you. We may also combine medical information about many of our patients to decide what additional services we should offer, what services are not needed, and whether certain new treatments are effective. We may also combine the medical information we have with medical information from other providers for the purposes of comparing how we are doing and see where we can make improvements in the care and services we offer.

Research. We may use your health information for research purposes when an institutional review board or privacy board has approved the research after it has reviewed the research proposal and established protocols to ensure the privacy of your health information.

Fundraising Activities. We may use medical information about you to contact you in an effort to raise money for our organization. We may disclose medical information to an affiliated foundation so that the foundation may contact you in raising money. We would only release contact information, such as your name, address and phone number and the dates you received treatment or services at our facilities. If you do not want us to contact you for fundraising efforts, you must notify the External Affairs at Southcoast Hospitals Group, 141 Page Street, New Bedford, MA 02740 in writing or call 1-800-925-9450.

Example: We may use your medical information to ask you for donations to support the Hospital. For example, if you are a cardiac patient, we may send you a letter to support the Southcoast cardiac program.

Hospital Directory. We may include certain limited information about you in the hospital directory while you are a patient at our Hospital. This information may include your name, location in the Hospital, your general condition (e.g., Critical, Serious, Fair, Good) and your religious affiliation. The directory information, except for your religious affiliation, may also be released to people who ask for you by name. This is so your family, friends and clergy can visit you in the Hospital and generally know how you are doing. Your religious affiliation may be given to a member of the clergy, such as a priest or rabbi, even if they don’t ask for you by name.

Individuals Involved in Your Care or Payment for Your Care. We may release medical information about you to a friend or family member who is involved in your medical care. We may also give information to someone who helps pay for your care. We may also tell your family or friends your condition and that you are in the Hospital. In addition, we may disclose medical information about you to an entity assisting in a disaster relief effort so that your family can be notified about your condition, status and location.

To Avert a Serious Threat to Health or Safety. We may use and disclose medical information about you when necessary to prevent a serious threat to your health and safety or the health and safety of the public or another person. Any disclosure, however, would only be to someone able to help prevent the threat.

2. Special Situations In Which We May Use and Disclose Medical Information About You

Organ and Tissue Donation. If you are an organ donor, we may release medical information to organizations that handle organ procurement or organ, eye or tissue transplantation or to an organ donation bank as necessary to facilitate organ or tissue donation and transplantation.

Workers’ Compensation. We may release medical information about you for workers’ compensation or similar programs. These programs provide benefits for work-related injuries or illness.

Public Health. We may disclose your health information for public health activities such as assisting public health authorities or other legal authorities to prevent or control disease, injury, disability, or for oversight activities.

Health Oversight Activities. We may disclose medical information to a health oversight agent for activities authorized by law. These oversight activities include, for example, audits, investigations, inspections, and licensure.

Required by Law. We may use and disclose your health information as required by law. For example, we may disclose information for the following purposes:

  • for judicial and administrative proceedings under legal authority;
  • to report information related to victims of abuse, neglect or domestic violence; and
  • to assist law enforcement officials in their law enforcement duties.

Coroners, Medical Examiners and Funeral Directors. We may release medical information to a coroner or medical examiner. This may be necessary, for example, to identify a deceased person or determine the cause of death. We may also release medical information about patients of the Hospital to funeral directors as necessary to carry out their duties.

Government Functions. Your health information may be disclosed for specialized government functions such as protection of public officials or reporting to various branches of the armed services.

Inmates. If you are an inmate of a correctional institution or under the custody of a law enforcement official, we may release medical information about you to the correctional institution or law enforcement official. This release would be necessary (1) for the institution to provide you with health care; (2) to protect your health and safety or the health and safety of others; or (3) for the safety and security of the correctional institution.

Psychotherapy Notes. Generally we must obtain your authorization for any use or disclosure of your psychotherapy notes. Under certain circumstances, your authorization is not required. For example, we may carry out specific treatment, payment, or health care operations. In addition, we may use or disclose your psychotherapy notes for specific health oversight activities and when required by law.

Marketing. In general we must obtain your authorization for any use or disclosure of your medical information for marketing purposes, except face-to-face communications between us or when we provide you with a promotional gift of nominal value.

Sale of Medical Information. We must obtain your authorization for any disclosure of your medical information that is a sale of medical information. The authorization will make apparent to you that the disclosure of your medical information will result in remuneration for us.

Other Uses. Other uses and disclosures of your health information will be made only with your written authorization and you may revoke your authorization except to the extent we have relied on it.

3. Your Rights Regarding Medical Information About You

You have the following rights regarding medical information we maintain about you:

Right to Inspect and Copy. You have the right to inspect and copy your medical information. You must submit your request in writing to the appropriate contact listed on the last page of this notice. If you request a copy of the information, we will charge a fee for the cost of copying, mailing, or other supplies associated with your request. If we maintain your medical information in an EHR, you have the right to obtain a copy of your information in electronic format and we will not charge you more than our labor costs for responding to your request. We may deny your request to inspect and copy in certain very limited circumstances.

Right to Amend. If you feel that medical information we have about you is incorrect or incomplete, you may ask us to amend the information. You have the right to request an amendment by submitting a written request that provides your reason for requesting the amendment to the appropriate contact listed on the last page of this notice. We may deny your request for amendment if the information is not maintained by us, or we determine that your record is accurate. You may submit a written statement of disagreement if we decide not to amend your record.

Right to an Accounting of Disclosures. With some exceptions, you have the right to receive an accounting of certain disclosures of your medical information. A reasonable fee may be charged for the request.

Right to Request Restrictions. You have the right to request certain restrictions or limitation on the medical information we use or disclose about you for treatment, payment, or health care operations. You also have the right to request a limit on the medical information we disclose about you to someone who is involved in your care or the payment for your care, like a family member or friend. We will consider your request and work to accommodate it when possible. We are not required to agree to your request unless your request is with respect to restricting disclosure of your medical information to a health plan for purposes of payment or health care operations and the information pertains solely to a health care item or service that you have paid for out of pocket and in full. To request restrictions, you must make your request in writing to the appropriate contact listed on the last page of this notice.

Right to Request Confidential Communications. You have the right to request that we communicate with you about medical matters in a certain way or at a certain location. For example, you can ask that we only contact you at your work address or by mail. To request confidential communications, you must make your request in writing to the appropriate contact listed on the last page of this notice. Your request must specify how or where you wish to be contacted. We will accommodate all reasonable requests.

Right to a Paper Copy of This Notice. You may receive a paper copy of this notice from us upon request, even if you have agreed to receive this notice electronically.

4. Changes to This Notice

We reserve the right to change this notice. We reserve the right to make the revised or changed notice effective for medical information we already have about you as well as any information we receive in the future. We will post a copy of the current notice in our facilities. The notice will contain on the first page, in the top right-hand corner, the effective date. We will promptly revise and distribute this notice whenever there is a material change.

5. Southcoast Hospitals Group’s Record Retention Policy

In accordance with the policy regarding records retention, the hospitals will retain your medical records for at least 20 years after the discharge from or the final treatment.

6. Complaints

If you believe your privacy rights have been violated, you may file a complaint with Southcoast’s Privacy Officer at 508-973-5040 or with the Secretary of the Department of Health and Human Services. You will not be penalized for filing a complaint.

Southcoast Contacts

Privacy Officer
Southcoast Health System
101 Page Street
New Bedford, MA 02740

Director of Medical Records
Southcoast Hospitals Group (Charlton Memorial,
St. Luke’s and Tobey Hospitals)
101 Page Street
New Bedford, MA 02740

Southcoast Visiting Nurse Association, Inc.
200 Mill Road
Fairhaven, MA 02719
508-973-3200 or 800-698-6877

Physician Offices:
Southcoast Physicians Group, Inc.
200 Mill Road, Suite 180
Fairhaven, MA 02719

B. Non-Medical Information

This section of our Privacy Policy informs you about the types of non-medical information we gather about you, how we may use that information, whether we disclose it to anyone, and the choices you have regarding our use of the information.

1. Information We Collect
We may collect two types of information from you: (i) information that you knowingly and voluntarily supply to us (e.g., through submission of a form/questionnaire, sign-ups, or other interaction with the Site); and (ii) information that is derived through automated tracking mechanisms.

2. Voluntary Information
You may choose to voluntarily and knowingly supply us with information and/or you may provide information through the submission of a form or questionnaire or a sign-in procedure used to access protected information on some of the Site pages. Some of this information will identify you personally, either alone or in combination with other information available to us. This Privacy Policy refers to such information as “personal information” or “personally identifiable information.” This may include your name or associated company name, email address, postal address, and home or work telephone number. This personal information is collected from you in a variety of ways including your responses to correspondence, registering for a program, purchasing services, or requesting information about our services.

3. Information Collected Using Cookies and Other Web Technologies
Like many websites, our Site may use “cookies” or other similar tracking technologies to collect information which will help us to improve the quality of our services and to make it easier for you to navigate the Site. This information typically includes your IP address, the address of the web page you were visiting when you accessed the Site, the name of your operating system (such as Windows or Macintosh), the name and version of your browser (e.g., Internet Explorer, Firefox), pages navigated during your visit to the Site, and the date and time of your visit, among other things. Although most web browsers automatically accept cookies, most computers allow you to change your browser setting to prevent acceptance of cookies. You may set most browsers to notify you if you receive a cookie or you may choose to block cookies with your browser. Please note that if you choose to erase or block your cookies certain features or parts of the Site may not work properly. We do not track users across time and across websites.

4. How We Use Your Information
If we collect personally identifiable information from you we may use the information to improve our Site, our services, and your experience with our Site and services. For example, we would use your information for any of the following purposes:

  • to respond to your queries and requests and provide customer service and/or technical support;
  • to communicate with you about our products and services and other information related to our business that may be of interest to you;
  • to build our contact database or for internal marketing analysis;
  • to improve the design of our Site.

5. Sharing Information
Southcoast may share your personally identifiable information with its affiliates and trusted third parties who assist us by providing services to users of the Site, including, but not limited to, credit card processing, fulfillment processing, email distribution, and website management. These parties are required by contract to use the personal information we share with them only to perform services on our behalf and to protect the confidentiality of your personal information.

Additionally, to comply with legal requirements, cooperate with law enforcement, prevent fraud and other crimes, and protect legal rights, there are circumstances in which we may share the personal information we collect on this Site without notifying you when we, in good faith, believe disclosure is necessary to comply with the law or regulatory requirement. We also reserve the right to report to appropriate law enforcement or government agencies any activities that we, in good faith, believe to be unlawful without providing notice to you.

If we collect personally identifiable information from you, you will receive notice when this information might be provided to any third party for any reason other than as set forth in this Privacy Policy, and you will have an opportunity to request that we not share such information. See “Contacting Us; Opt-Out” below.

If we merge or are combined with any other organization, or if we transfer assets or operations to another organization or company, we may disclose your personally identifiable information to third parties in connection with such sale, merger, restructuring, reorganization, dissolution or transfer of all or some of our business, whether as a going concern or as part of bankruptcy, liquidation or similar proceeding, in which personal information held by Southcoast about our Site users is among the assets transferred.

6. Children’s Privacy and Parental Controls
Southcoast’s Site is not intended for use by children under thirteen (13) years of age. We do not use our Site to knowingly solicit personal information from or market to anyone under thirteen (13) years of age. If you are under thirteen (13) years of age you may not use this Site and should not provide any information about yourself through this Site. Our goal is to comply with applicable laws and regulations relating to the collection and use of information from children, including the Children’s Online Privacy Protection Act of the United States and other applicable laws or regulations. Please be aware that there are parental control tools available online that can be used to prevent children from submitting information online without parental permission or from accessing material that is harmful to minors. If you believe that we received information from a child or other person protected under such laws, please notify us immediately by postal mail addressed to 101 Page Street, New Bedford, MA, 02740 or by email at and we will take reasonable steps to remove that information from our database.

7. How Long We Retain Your Personal Information
Any personal information Southcoast collects will be kept only as long as we need it for the purpose for which it was originally collected (or to which you have subsequently consented) or for other legitimate purposes (such as regulatory compliance), or as permitted by applicable law.

8. External Links
For your convenience, we may provide links to websites owned and operated by unrelated third parties. Such third party sites should have their own privacy policies, which we recommend you review prior to interacting with such site. This Privacy Policy applies only to the personal information collected through this Site and you agree that Southcoast has no liability with respect to such third party sites or their privacy practices.

9. Policy Changes
Please note that this Privacy Policy may be updated, modified or changed from time to time, and without prior written notice, by posting the revised version of this Privacy Policy on this Site. We recommend that you periodically review the Privacy Policy for changes. Your continued use of the Site following any such change constitutes your agreement to the revised Privacy Policy.

10. Data Security Commitment
We take reasonable precautions to keep any personal information we collect secure. All personally identifiable information is subject to restricted access to prevent unauthorized access, modification or misuse. To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have industry standard measures in place to safeguard and secure information and data we collect through the Site. It is important that you understand, however, that no website or database is completely secure or “hacker proof” and we cannot guarantee security of the information you submit to us. You are responsible for taking personal steps to protect your personal information against unauthorized disclosure or misuse, for example, by protecting your password from unauthorized use or disclosure.

11. Contacting Us; Opt Out
At your request and where the law requires us to do so, we will make good faith efforts to confirm what personal information we hold about you, update your information, remove your information, fulfill specific opt-out requests, and/or correct any inaccuracies in such personal information if you contact us at to submit such requests. We may decline to process a request that is unreasonable, jeopardizes the rights or privacy of others, is impractical or for which access is not otherwise required.

12. Who to Contact
Please contact us at or write to us at Southcoast Health System, Inc., 101 Page Street, New Bedford, MA 02740 if you have any questions about this Privacy Policy or to report any violations of the Privacy Policy. We will endeavor to respond to respond to you within 24 to 48 hours in most cases.

13. Governing Law
This Privacy Policy is governed under the laws of the Commonwealth of Massachusetts without regard to its conflict of law provisions.

California Residents: If you reside in California and have provided personally identifiable information to us, you may request information about our disclosure of certain categories of personal information to third parties for their direct marketing purposes. Such requests must be submitted to us at one of the following addresses: Southcoast Health System, Inc., 101 Page Street, New Bedford, MA 02740 or call Southcoast’s Privacy Officer at 508-973-5040.