Patient Resources

MyChart is a secure online portal that gives you 24/7 access to your personal health information.

Connect with Community Health Workers and other team members who can help with everyday challenges that may affect your health and access to care.

NorthLakes Community Clinic offers virtual appointments for family medicine, mental health counseling, psychiatry, and nutrition. We also provide virtual appointments with our Community Health Workers.

What are virtual visits?

Virtual visits let you connect with your provider from your phone, computer, or tablet. Depending on your appointment, you may be able to choose audio-only or video. For video visits, you can connect through MyChart or through a Zoom link.

How do I schedule a virtual appointment?

Request an appointment through MyChart or call (888) 834-4551.

Will insurance cover my appointment?

Most insurance plans cover virtual visits for family medicine and counseling services. If you are uninsured or underinsured, you may qualify for our sliding fee.

How do I prepare for a virtual visit?

1. Log in to MyChart
2. Enter MyChart Username and Password
3. Select Visits> Appointments and Visits.
4. Select ECHECK-IN to begin the televisit.

If you don’t have a MyChart account, we’ll send you a secure link to join your virtual appointment. Follow the instructions in the link to connect using Zoom. (Free Zoom Download)

As a Patient, You Have Rights

As a patient at NorthLakes, or anywhere you receive healthcare, you have several rights regarding your care, records, and privacy. We follow all of the laws and best practices to ensure this. We take your rights very seriously because we know that you do as well.

Ask for a copy anytime you are in one of our clinics. Contact any of our clinics to access your health records.

Treatment

We will provide care no matter your race, birthplace, beliefs, sex, gender identity, sexual orientation, health problems, or income.

Privacy

Your reason for seeking care, your health problems, and your treatments will be shared only with those who need to know for you to receive good care. This might include the doctor, nurse, or your insurance company.

Safety

Your records will be kept in a safe place where they can be read only by those who care for you.

Clear Communication

We will talk with you about any tests, medicines, or other treatments we think might help you. We will explain everything clearly and answer your questions.

Health Care Services

You will not be denied the services that you need. We will respect your thoughts about the care you receive and will work with you to address any concerns you have about your treatment.

Respect

We will respect your beliefs and values.

Knowledge

We will listen to your concerns and share all the information we have about your health problems so you can make good healthcare choices.

Family Involvement

You may invite your family members to help you decide what treatments you choose.

End-of-Life Care

We can talk with you about making a plan for your healthcare
at the end of life.

NorthLakes takes your privacy and the safety of your protected health information (PHI) very seriously. You have a right to your medical records. NorthLakes is obligated to keep this information private. If you would like to access the records we keep, please contact your local clinic.

We fully subscribe to all of HIPAA’s (Health Insurance Portability and Accountability Act) regulations and outline our practice and your rights as a patient in this document:

Notice of Privacy Practices

As required by the privacy regulation created as a result of the Health Insurance Portability and Accountability Act of 1996 (HIPAA) Effective January 28, 2008.

This notice describes how your health information (as a patient of this practice) may be used, disclosed, and how you can get access to this information. Please read it carefully.

Our Commitment to Your Privacy

Our practice is dedicated to maintaining the privacy of your individu- ally identifiable health information (also called PHI). In conducting our business, we will create records regarding you and the treatment and services we provide to you. We are required by law to provide you with this notice of our legal duties and the privacy practices that we maintain in our practice concerning your PHI. By federal and state law, we must follow the terms of the Notice of Privacy Practices that we have in effect at the time.

We realize that these laws are complicated, but we must provide you with the following important information:

• How we may use and disclose your PHI,
• Your privacy rights in your PHI,
• Our obligations concerning the use and disclosure of your PHI.

The terms of this notice apply to all records containing your PHI that are created or retained by our practice. We reserve the right to revise or amend this Notice of Privacy Practices. Any revision or amendment to this notice will be effective for all of your records that our practice has created or maintained in the past, and for any of your records that we may create or maintain in the future. Our practice will post a copy of our current Notice in our offices in a visible location at all times, and you may request a copy of our most current Notice at any time.

We may use and disclose your PHI in the following ways:

Treatment:

Our practice may use your PHI to treat you. For exam- ple, we may ask you to have laboratory tests (such as blood or urine tests), and we may use the results to help us reach a diagnosis. We might use your PHI in order to write a prescription for you, or we might disclose your PHI to a pharmacy when we order a prescrip- tion for you. Many of the people who work for our practice— including but not limited to our doctors and nurses—may use or disclose your PHI in order to treat you or to assist others in your treatment. Additionally, we may disclose your PHI to others who may assist in your care, such as your spouse, children or parents. Finally, we may also disclose your PHI to other health care providers for purposes related to your treatment.

Payment:

Our practice may use and disclose your PHI in order to bill and collect payment for the services and items you may receive from us. For example, we may contact your health insurer to certify that you are eligible for benefits (and for what range of benefits), and we may provide your insurer with details regarding your treatment to determine if your insurer will cover, or pay for, your treatment. We also may use and disclose your PHI to obtain payment from third parties that may be responsible for such costs, such as family members. Also, we may use your PHI to bill you directly for services and items. We may disclose your PHI to other health care providers and entities to assist in the billing and collection efforts.

Health Care Operations:

Our practice may use and disclose your PHI to operate our business. For example, our practice may use your PHI to evaluate the quality of care you received from us, or to conduct cost management and business planning activities for our practice. We may disclose your PHI to other health care providers and entities to assist in the health care operations.

Appointment Reminders:

Our practice may use and disclose your PHI to contact you and remind you of an appointment.

Treatment Options:

Our practice may use and disclose your PHI to inform you of potential treatment options or alternatives.

Health-related Benefits and Services:

Our practice may use and disclose your PHI to inform you of health-related benefits or services that may be of interest to you.

Release of Information to Family/Friends: Our practice may release your PHI to a friend or family member that is involved in your care or who assists in taking care of you. For example, a parent or guardian may ask that a babysitter take their child to the pediatrician’s office for treatment of a cold. In this example, the babysitter may have access to this child’s medical information. A release to family or friend requires written consent.

Disclosures Required by Law: Our practice will use and disclose your PHI when required to do so by federal, state or local law.

Fundraising:

Our practice may use your PHI for our own fundraising activities. You may opt out of this at any time by following the instructions that will be included in any solicitation sent to you generated from using your PHI. If there are not instructions on that correspondence, your PHI was not used in creating or sending the materials.

Use and disclosure of your PHI in certain special circumstances:

The following categories describe unique scenarios in which we may use or disclose your identifiable health information (PHI).

Public Health Risks:

Our practice may disclose your PHI to public health authorities that are authorized by law to collect information for the purpose of:

• Maintaining vital records, such as births and deaths,
• Reporting child abuse or neglect,
• Preventing or controlling disease, injury, or disability,
• Notifying a person regarding a potential risk to spreading or contracting a disease or condition,
• Reporting reaction to drugs or problems with products or devices,
• Notifying individuals if a product or device they may be using has been recalled,
• Notifying appropriate government agencies and authorities regarding the potential abuse or neglect of an adult patient (including domestic violence); however, we will only disclose this information if the patient agrees or we are required or authorized by law to disclose this information,
• Notifying your employer under limited circumstances related primarily to workplace injury or illness or medical surveillance.

Health Oversight Activities:

Our practice may disclose your PHI to a health oversight agency for activities authorized by law. Oversight activities can include, for example, investigations, inspections, audits, surveys, licensure and disciplinary actions; civil, administrative and criminal procedures or actions; or other activities necessary for the government to monitor government programs, compliance with civil rights laws and the health care system in general.

Lawsuits and Similar Proceedings:

Our practice may use and disclose your PHI in response to a court or administrative order, if you are involved in a lawsuit or similar proceeding. We also may disclose your PHI in response to a discovery request, subpoena or other lawful proc- ess by another party involved in the dispute, but only if we have made an effort to inform you of the request or to obtain an order protecting the information the party has requested.

Law Enforcement:

We may release PHI if asked to do so by a law enforcement official:

• Regarding a crime victim in certain situations, if we are unable to obtain the person’s agreement,
• Concerning a death we believe has resulted from criminal conduct,
• Regarding criminal conduct at our offices,
• In response to a warrant, summons, court order, subpoena or similar legal process,
• To identify/locate a suspect, material witness, fugitive or missing person,
• In an emergency, to report a crime (including the location of victim(s) of the crime, or the description, identity or location of the perpetrator).

Serious Threats to Health or Safety:

Our practice may use and disclose your PHI when necessary to reduce or prevent a serious threat to your health and safety or the health and safety of another individual or the public. Under these circumstances, we will only make disclosures to a person or organization able to help prevent the threat.

Military:

Our practice may disclose your PHI if you are a member of the U.S. or foreign military forces (including veterans) and if required by the appropriate authorities.

National Security:

Our practice may disclose your PHI to federal officials for intelligence and national security activities authorized by law. We also may disclose your PHI to federal and national security authorized by law. We also may disclose your PHI to federal officials in order to protect the president, other officials or foreign heads of state, or to conduct investigations.

Inmates:

Our practice may disclose your PHI to correctional institutions or law enforcement officials if you are an inmate or under the custody of a law enforcement official. Disclosure for these purposes would be necessary: (a) for the institution to provide health care services to you, (b) for the safety and security of the institution, and/or (c) to protect your health and safety or the health and safety of other individuals.

Worker’s Compensation:

Our practice may release your PHI for worker’s compensation and similar programs.

You have the following rights regarding the PHI that we maintain about you:

Confidential Communications:

You have the right to request that our practice communicate with you about your health and related issues in a particular manner or at a certain location. For instance, you may ask that we contact you at home rather than at work. In order to request a type of confidential communication, you must make a request to our staff specifying the requested method of contact or the locations where you wish to be contacted. Our practice will accommodate reasonable requests. You do not need to give a reason for your request.

Requesting Restrictions:

You have the right to request a restriction in our use or disclosure of your PHI for treatment, payment or health care operations. Additionally, you have the right to request that we restrict our disclosure of your PHI to only certain individuals involved in your care or the payment for your care, such as family members and friends. We are not required to agree to your request; however, if we do agree, we are bound by our agreement except when otherwise required by law, in emergencies or when the information is necessary to treat you. In order to request a restriction in our use or disclosure of your PHI, you must make a written request to our Site Manager. Your request must be described in a clear and concise fashion:

• The information you want restricted,
• Whether you are requesting to limit our practice’s use, disclosure, or both,
• To whom you want the limits to apply.

Inspection and Copies:

You have the right to inspect and obtain a copy of the PHI that may be used to make decisions about you, including patient medical records and billing records, but not including psycho-therapy notes. You must submit your request in writing to our Site Manager in order to inspect and/or obtain a copy of your PHI. Our practice may charge a fee for the costs of copying, mailing, labor and supplies associated with your request. Our practice may deny your request to inspect and/or copy in certain limited circumstances; however, you may request a review of our denial. Another licensed health care professional chosen by us will conduct reviews.

Amendment:

You may ask us to amend your health information if you believe it is incorrect or incomplete, and you may request an amendment for as long as the information is kept by or for our practice. To request an amendment, your request must be made in writing and submitted to our Site Manager. You must provide us with a reason that supports your request for amendment. Our practice will deny your request if you fail to submit your request (and the reason supporting your request) in writing. Also, we may deny your request if you ask us to emend information that is, in our opinion: (a) accurate and complete, (b) not part of the PHI kept by or for the practice, (c) not part of the PHI which you would be permitted to inspect and copy, or (d) not created by our practice, unless the individual or entity that created the information is not available to amend the information.

Accounting of Disclosures:

All of our patients have the right to request an “accounting of disclosures.” An “accounting of disclosures” is a list of certain non-routine disclosures our practice has made of your PHI for purposes not related to treatment, payment, operations, or fundraising. Use of your PHI as part of the routine patient care in our practice is not required to be documented—for example, the doctor sharing information with the nurse, or the billing department using your information to file your insurance claim. In order to obtain an “accounting of disclosures”, you must submit your request in writing to our Site Manager. All requests for an “accounting of disclosures” must state a time period, which may not be longer than six (6) years from the date of disclosure and may not include dates before January 28, 2008. The first list you request within a 12-month period is free of charge, but our practice may charge you for additional lists within the same 12-months period. Our practice will notify you of the costs involved with additional requests, and you may withdraw your request before you incur any costs.

Right to File a Complaint:

If you believe your privacy rights have been violated, you may file a complaint with our practice or with the Secretary of the Department of Health and Human Services. To file a complaint with our practice, contact our Site Manager. Complaints must be submitted in writing. You will not be penalized for filing a complaint.

Right to Provide an Authorization for Other Uses and Disclosures:

Our practice will obtain your written authorization for uses and disclosures that are not identified by this notice or permitted by applicable law. Any authorization you provide to us regarding the use and disclosure of your PHI may be revoked at any time in writing. After you revoke your authorization, we will no longer use or disclose your PHI for the reasons described in the authorization. Please note we are required to retain records of your care.

NorthLakes is part of an organized health care arrangement including participants in OCHIN. A current list of OCHIN participants is available at www.ochin.org as a business associate of NorthLakes OCHIN supplies information technology and related services NorthLakes and other OCHIN participants. OCHIN also engages in quality assessment and improvement activities on behalf of its participants. For example, OCHIN coordinates clinical review activities on behalf of participating organizations to establish best practice standards and assess clinical benefits that may be derived from the use of electronic health record systems. OCHIN also helps participants work collaboratively to improve the management of internal and external patient referrals. Your personal health information may be shared by NorthLakes with other OCHIN participants or a health information exchange only when necessary for medical treatment or for the health care operations purposes of the organized health care arrangement. Health care operation can include, among other things, geocoding your residence location to improve the clinical benefits you receive. The personal health information may include past, present and future medical information as well as information outlined in the Privacy Rules. The information, to the extent disclosed, will be disclosed consistently with the Privacy Rules or any other applicable law as amended from time to time. You have the right to change your mind and withdraw your consent; however, the information may have already been provided as allowed by you. This consent will remain in effect until revoked by you in writing. If requested, you will be provided with a list of the entities to which your information has been disclosed.

Your Rights Regarding your Behavioral Health Service Records:

When receiving behavioral health services, your medical records are protected by numerous Federal and State Regulations. We are responsible for maintaining and releasing behavioral health service records in pursuit of the regulation or code which will provide you with the most protection in regard to safeguarding confidentiality of your medical records. The confidentiality of patient behavioral health records, including mental health and/or alcohol and drug abuse records maintained by HIPAA are also protected by Federal Code of Regulations 45-Part 2(Confidentiality of Alcohol and Drug Abuse Treatment Records), Wisconsin Administrative Code HFS 92 (Confidentiality of Treatment Records), Wisconsin Statue Chapter 51.30 (Mental Health Act), Wisconsin Administrative Code HFS 94 (Patient Rights), and Federal Code of Regulations 45-Part 160 and 162 (Health Insurance Portability and Accountability Act). There are instances when Federal Code or Wisconsin Statue is stricter than HIPAA law and may take precedence over HIPAA law.

No part of Behavioral Health Service records which contain any identifying information, whether directly or indirect, may be released or disclosed except when required by law. Exceptions may include, but are not limited to:

• The patient’s written authorization, or
• A disclosure made to medical personnel in a medical emergency; or
• Qualified personnel for research, audit, or program evaluation; or
• Patient who commits or threatens to commit a crime either at the program or against any person who works for the program; or
• In instances of suspected child abuse and/or neglect

Confidentiality of Substance User Disorder Records:

When receiving substance use disorder services, your medical records are protected by numerous Federal and State Regulations. We are responsible for maintaining and releasing behavioral health service records in pursuit of the regulation or code which will provide you with the most protection in regard to safeguarding confidentiality of your medical records. The confidentiality of patient behavioral health records, including mental health and/or alcohol and drug abuse records maintained by HIPAA are also protected by Federal Code of Regulations 42-Part 2(Confidentiality of Alcohol and Drug Abuse Treatment Records), Wisconsin Administrative Code HFS 92 (Confidentiality of Treatment Records), Wisconsin Statue Chapter 51.30 (Mental Health Act), Wisconsin Administrative Code HFS 94 (Patient Rights), and Federal Code of Regulations 45-Part 160 and 162 (Health Insurance Portability and Accountability Act). There are instances when Federal Code or Wisconsin Statue is stricter than HIPAA law and may take precedence over HIPAA law.

If we receive or maintain any information about you from a substance use disorder treatment program that is covered by the regulations at 42 CFR Part 2 under a general consent you gave to the Part 2 Program to use and disclose the Part 2 Program record for purposes of treatment, payment or health care operations, we may also use and disclose your Part 2 Program record for treatment, payment and health care operations purposes as described in this Notice. However, if we receive or maintain your Part 2 Program record under a specific consent you provide to us or another third party, we will use and disclose your Part 2 Program record only as expressly permitted by you in the specific consent.

We will not use or disclose your Part 2 Program record, or provide testimony that describes the information contained in your Part 2 Program record, in any civil, criminal, administrative, or legislative proceedings by any Federal, State, or local authority, against you, unless authorized by your consent or the order of a court after it provides you notice of the court order.

We may disclose Medical Information about you with those personnel within the criminal justice system who have made participation in the Part 2 Program a condition of the disposition of any criminal proceedings against you or of your parole or release from custody, if the disclosure is made to only those who have a need to know the information in connection with their duty to monitor your progress and we have obtained your patient consent. Your consent will be obtained on the by the Release of Information form. You can revoke this consent in writing at any time.

Generally, a Part 2 Program may not say to a person outside the Part 2 Program that a patient receives or has received services by the Part 2 Program, or disclose any information identifying a patient as having or having had a substance use disorder unless:

• The patient consents in writing;
• The disclosure is allowed by a court order; or
• The disclosure is made to medical personnel in a medical emergency or to qualified personnel for research, audit or program evaluation.
• For substance use disorder records specially protected by 42 CFR Part 2, these records may be redisclosed by the recipient and no longer specially protected by 42 CFR Part 2, except that HIPAA Covered Entity and Business Associate recipients must still comply with 42 CFR Part 2’s requirements restricting the use of substance use disorder records in civil, criminal, administrative, and legislative proceedings against the patient.

If you are receiving substance use disorder treatment, you have the right to access your SUD treatment records, including your SUD counseling notes (42CFR 2.23). This right is broader than HIPAA’s treatment of psychotherapy notes, which we can withhold from you. We may only restrict your access to SUD counseling notes if a qualified professional determines, based on professional judgment.

Telehealth Services:

If you elect to receive services through telehealth or other electronic means, we will maintain the privacy and confidentiality of your protected health information in accordance with applicable federal and state laws and the practices described in this Notice. Information exchanged during telehealth encounters is afforded the same privacy protections as information obtained during in-person visits. We utilize secure communication platforms and reasonable administrative, technical, and physical safeguards designed to protect your information from unauthorized access, use, or disclosure. Participation in telehealth services is voluntary, and patients may request information regarding available alternatives.

Changes to this Notice:

The terms of this notice apply to all records containing your medical information that are created or retained by us. We reserve the right to revise, change, or amend our notice of privacy practices. Any revisions or amendments to this notice will be effective for all of the information that we already have about you, as well as any of your medical information that we may receive, create, or maintain in the future. Our organization will post a copy of our current notice in the Hospital in a prominent location. You may request a copy of our most current notice during any visit to our organization.

Breach Notification:

We will notify you if a breach of your protected health information has occurred.

Patient Communication:

We collect mobile phone numbers to communicate with patients via SMS and/or RCS text messages for purposes such as appointment reminders, billing notifications, and care coordination, pharmacy notifications and patient surveys.

Your privacy is a priority. Your mobile number will not be sold or shared with third parties or affiliates for marketing or promotional purposes. We will not use your number for unrelated marketing without your express written consent.

You are not required to opt in as a condition of receiving care. Participation is voluntary. However, opting out may prevent us from sending you timely updates regarding your care.

If you have any questions regarding this notice or our health information privacy policies, please contact our Chief Operations Officer.

I acknowledge being offered the NorthLakes Notice of Privacy Practices.

Updated: September 2026

Tell us about your experience. For privacy, don’t include sensitive personal information, such as birth dates or medical conditions. Use MyChart or call your clinic directly for medical questions.