Best Life Physical Therapy ("Best Life PT," "we," "our," or "us") is committed to protecting the privacy, security, and confidentiality of your personal information. This Privacy Policy describes how we collect, use, store, share, and protect information across all points of contact with our practice — including our website, patient intake forms, scheduling platforms, telephone communications, AI-assisted voice interactions, and SMS/text message communications.
This policy applies to all patients, prospective patients, and visitors who interact with Best Life Physical Therapy. By using our services, scheduling an appointment, submitting your contact information, or communicating with us by any means, you acknowledge and agree to the practices described in this Privacy Policy.
If you do not agree with this policy, please do not submit your personal information or use our services.

Overview & ScopeThis Privacy Policy governs all personal information collected and processed by Best Life Physical Therapy, including but not limited to:

• Information collected through our website and online scheduling tools
• Information provided during patient intake and registration
• Information collected during telephone calls, including AI-assisted voice interactions
• Information collected when you opt in to receive SMS/text message communications
• Information collected through third-party platforms we use to deliver care and communications

This policy is intended to comply with applicable federal and state privacy laws, including the Health Insurance Portability and Accountability Act (HIPAA), the Telephone Consumer Protection Act (TCPA), the CAN-SPAM Act, and applicable state consumer privacy laws.


Information We Collect2.1 — Information You Provide Directly

• Identity information: Full name, date of birth, gender
• Contact information: Phone number (mobile and/or home), email address, mailing address
• Health and clinical information: Chief complaint, medical history, diagnosis, treatment notes, and progress records (governed by HIPAA — see Section 10)
• Insurance and billing information: Insurance carrier, member ID, group number, billing address
• Emergency contact information: Name and phone number of designated emergency contact
• Communication preferences: Opt-in consent for SMS, email, and phone communications
• Appointment history: Past and upcoming appointments, cancellations, and reschedules

2.2 — Information Collected Automatically

• Website usage data: Pages visited, time on site, referring URLs, browser type, device type
• IP address and approximate location
• Cookies and tracking technologies (see Section 11)
• Call and interaction metadata: Date/time of calls, call duration, and AI interaction logs (see Section 4)

2.3 — Information from Third Parties

• Referring physicians and healthcare providers
• Insurance companies and third-party administrators
• Scheduling and practice management platforms

SMS / Text Message CommunicationsBest Life Physical Therapy uses SMS (Short Message Service) text messaging to communicate with patients who have provided express written consent to receive such communications. Our SMS program operates in compliance with the Telephone Consumer Protection Act (TCPA), CTIA Messaging Principles, and A2P 10DLC carrier registration requirements.
⚑ Consent & Opt-InWe will only send you SMS messages if you have explicitly opted in to receive them. Consent may be obtained through one or more of the following methods:

• Checking an opt-in box on our patient intake form or digital registration
• Verbally providing consent during a phone call and being informed of the program terms
• Requesting to receive a booking link, appointment confirmation, or follow-up via text during an inbound call
• Submitting your phone number through our website scheduling form where SMS consent is disclosed

Consent to receive SMS is not a condition of receiving care. You may receive care from Best Life Physical Therapy regardless of whether you opt in to text message communications.
3.1 — Types of SMS Messages We SendOur SMS communications are transactional and care-related in nature. Message types include:

• Appointment reminders: Reminders sent prior to scheduled visits (e.g., 24–48 hours before)
• Appointment confirmations: Confirmation messages after scheduling or rescheduling
• Booking links: Secure links to schedule or reschedule appointments, sent at patient request following an inbound call
• Post-visit instructions: Home exercise programs, care instructions, and follow-up guidance
• Billing notifications: Balance due notices, insurance processing updates, and payment links
• Operational updates: Office closures, provider schedule changes, or urgent practice notifications affecting your care
• Responses to inbound inquiries: Replies to questions or requests you initiate via text

We do not send unsolicited promotional, marketing, or advertising messages via SMS. Any promotional communications would require a separate, explicit opt-in beyond your general communications consent.
3.2 — Message FrequencyMessage frequency varies based on your appointment schedule and care needs. Typical patients receive between 1 and 6 messages per month. You may receive additional messages if you initiate contact via text or have multiple appointments in a billing cycle.
3.3 — Message and Data RatesStandard message and data rates may apply depending on your mobile carrier and plan. Best Life Physical Therapy does not charge for SMS communications. Contact your wireless provider for information about your messaging plan.
3.4 — Opt-Out InstructionsYou have the right to opt out of SMS communications at any time using any of the following methods:

• Reply STOP to any message: Immediately unsubscribes you from all SMS. You will receive one final confirmation message and no further texts will be sent.
  
• Reply CANCEL to any messageSame as STOP — immediately unsubscribes you.
  
• Reply UNSUBSCRIBE to any message: Same as STOP — immediately unsubscribes you.
  
• Reply HELP to any message: Returns our contact information and support options.
  
• Reply START after opting out: Re-enrolls you in SMS communications.

You may also opt out by contacting our office directly by phone or email. Opt-out requests are processed within 24 hours. Please note that opting out of marketing communications does not affect appointment-critical notifications required for your care, which may be delivered via alternative channels.
3.5 — Supported CarriersOur SMS program supports all major U.S. wireless carriers including AT&T, Verizon, T-Mobile, Sprint, US Cellular, and others. Delivery is not guaranteed on all carriers or devices. Carrier support may change without notice.
3.6 — SMS Data Privacy & Non-Sharing PolicyWe do not sell, lease, share, or rent your mobile phone number or SMS opt-in consent data to any third party for marketing, advertising, or promotional purposes under any circumstances. Your phone number is used solely to facilitate communications directly related to your care at Best Life Physical Therapy. This policy applies to all affiliate, partner, and vendor relationships.
SMS consent and phone number data is stored securely within our practice management systems and is subject to the same access controls and security measures as all other patient data.

AI-Assisted Voice CommunicationsBest Life Physical Therapy uses AI-assisted voice technology to handle certain inbound phone communications, including appointment scheduling, general inquiries, and directing callers to appropriate resources. This technology allows us to provide responsive, around-the-clock availability for patient communication.
4.1 — Disclosure of AI InteractionWhen you call Best Life Physical Therapy, you may interact with an AI voice assistant. You will be informed at the beginning of the call that you are speaking with an automated assistant. You always have the option to request to speak with a human staff member.
4.2 — Information Collected During AI Voice Interactions

• Your spoken responses and requested information (e.g., name, preferred appointment times)
• Call date, time, and duration metadata