Privacy Policy

Effective Date: May 20, 2026
Website: fixmedicalgroup.com
Business Name: FIX Medical Group
Email: sandiego@fixmedicalgroup.com
Phone: (619) 295-9791
Office Location: 5030 Camino De La Siesta, STE 102, San Diego, CA 92108

1. Introduction

FIX Medical Group (“FIX Medical Group,” “we,” “us,” or “our”) respects your privacy and is committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, store, and protect personal information when you interact with us through our website, contact and appointment-request forms, telephone calls (including calls handled by our AI voice assistant), SMS/text messages, emails, online booking tools, and other digital and telephonic services.

This Privacy Policy applies to information collected through our website, related online services, our AI voice assistant program, and our SMS/text messaging program. It does not replace our HIPAA Notice of Privacy Practices, patient intake forms, consent forms, financial agreements, or other healthcare-related documents provided to patients. If there is a conflict between this Privacy Policy and our HIPAA Notice of Privacy Practices with respect to Protected Health Information (PHI), the HIPAA Notice of Privacy Practices controls.

By accessing or using our website, calling our practice (including calls answered by our AI voice assistant), enrolling in our SMS program, or otherwise interacting with us, you acknowledge that you have read and understood this Privacy Policy.

2. Important Medical Privacy Notice

FIX Medical Group provides healthcare and wellness-related services that may include chiropractic care, physical therapy, sports medicine, wellness care, functional medicine, regenerative medicine, peptide therapy, red light therapy, cosmetic services, and related treatments.

Information you provide through general website forms, emails, online contact methods, SMS, or general telephone calls may not always be transmitted through a secure medical portal. You should not submit highly sensitive medical information, emergency medical information, Social Security numbers, full insurance details, or payment card information through general website forms, voicemail, or general SMS unless we specifically provide a secure method for doing so.

EMERGENCY NOTICE: If you are experiencing a medical emergency, call 911 immediately or go to the nearest emergency room. Do not use our website, contact forms, SMS messages, voicemail, or our AI voice assistant to communicate emergencies. These channels are not monitored in real time and are not designed for emergency response.

3. Information We Collect

A. Information You Provide Directly

When you contact us, request an appointment, fill out a form, call us (including calls handled by our AI voice assistant), email us, send us an SMS, or interact with our website, we may collect:

• Full name (first and last)
• Email address
• Phone number, including mobile number
• Address or general location
• Appointment request details and preferred date/time
• Preferred service, treatment interest, or reason for visit
• Message content you submit, type, or speak
• Referral source
• Basic health-related information you voluntarily provide
• Communication preferences (call, SMS, email)
• Insurance or billing-related information if submitted through approved channels
• Any other information you choose to provide

B. Information Collected Automatically Through Our Website

When you visit our website, certain information may be collected automatically, including:

• IP address
• Browser type and version
• Device type and operating system
• Pages visited and time spent on pages
• Referring website
• Click activity and on-page interactions
• General geographic location (derived from IP)
• Cookies, pixels, and similar tracking data

C. Information Collected Through Our AI Voice Assistant and Telephone Services

When you call our practice and your call is answered or assisted by our AI voice assistant, or when a member of our staff records or transcribes a call, we may collect:

• Audio recordings of the call (your voice)
• Automated transcriptions of the call
• Caller ID information, including phone number and, where available, name
• Date, time, and duration of the call
• Outcome of the call (for example: appointment request, transferred call, message left, inquiry)
• Information you provide verbally during the call (for example: name, email, appointment type, location, reason for visit, basic symptom description you choose to share)
• Automated sentiment or quality assessments generated by AI software
• Technical metadata such as carrier information and call signal quality where applicable

See Section 4 (“AI Voice Assistant and Automated Telephone Services”) for more detail on how these calls are handled.

D. Information Collected Through Our SMS/Text Messaging Program

When you provide your mobile number and consent to receive SMS messages (for example, to receive a booking link after a call with our AI voice assistant), we may collect:

• Mobile phone number
• SMS consent records (the fact that, when, and how you opted in)
• Sent and received SMS message content related to your appointment request
• SMS delivery status and metadata
• Opt-out (STOP) records and opt-in keyword records

E. Information From Third Parties

We may receive information from third-party tools or service providers, such as:

• Online appointment scheduling platforms (for example, our scheduling/booking system)
• Our AI voice assistant platform vendor and underlying language model providers
• SMS / text messaging delivery providers
• Website analytics tools
• Advertising or marketing platforms
• Call tracking services
• Email service providers
• Patient communication tools
• Payment processors
• Review platforms
• Social media platforms

1. AI Voice Assistant and Automated Telephone Services

FIX Medical Group uses an automated artificial-intelligence (“AI”) voice assistant to help answer and triage incoming telephone calls, answer common questions about our practice, collect basic contact information, route urgent matters, and send booking links so callers can schedule their own appointments. This Section 4 describes how that program works and how your information is handled.

A. Disclosure That You Are Speaking With an AI

When you call FIX Medical Group, your call may be answered, in whole or in part, by an automated AI voice assistant rather than a human. The AI voice assistant is computer software that uses speech recognition, natural language processing, large language model (LLM) technology, and synthesized voice to interact with callers in real time.

If you ask the assistant directly whether you are speaking with a human or an AI, it is designed to disclose that it is a virtual assistant for FIX Medical Group. You may at any time during a call ask to be transferred to, or to leave a message for, a human staff member, and we will make reasonable efforts to honor that request during business hours.

B. Consent to Call Recording, Transcription, and AI Processing

CALIFORNIA TWO-PARTY CONSENT NOTICE: California is a two-party (“all-party”) consent state for the recording of confidential communications. By continuing your telephone call with our AI voice assistant after being informed that the call may be recorded, transcribed, and processed by AI software, you consent to such recording, transcription, and processing. If you do not consent, please tell the assistant you do not consent and either end the call, ask to leave a brief message, or contact us in writing using the information in Section 22.

Calls handled by our AI voice assistant, and other calls to or from our practice, may be recorded and transcribed for purposes including quality assurance, training, accuracy of appointment information, billing support, dispute resolution, fraud prevention, regulatory compliance, and improvement of our services. Recordings and transcripts may be processed by automated AI software, including post-call analysis tools that produce summaries, sentiment evaluations, and structured data fields (for example, caller name, email, appointment type, location, and call outcome).

C. Information the AI Voice Assistant Collects

Information collected during an AI-assisted call may include any of the categories described in Sections 3.A and 3.C. The AI voice assistant is configured to collect only the information reasonably needed to assist you (for example, your first name, last name, email, the type of appointment you are interested in, and your preferred location). You should not provide payment card numbers, full Social Security numbers, complete insurance card images, banking credentials, passwords, or detailed sensitive medical history through the AI voice assistant. If sensitive information is required, we will provide a secure channel.

D. Voice Data, Voiceprints, and Biometric Considerations

Audio recordings of your voice may, under some laws (including the California Consumer Privacy Act / California Privacy Rights Act, “CCPA/CPRA”), be considered sensitive personal information. We do not use voice recordings to create biometric identifiers or “voiceprints” for the purpose of uniquely identifying a person, and we do not sell voice recordings. Voice recordings and transcripts are used only for the limited purposes described in Section 4.B.

E. Third-Party AI Service Providers

Our AI voice assistant is operated using third-party software platforms that provide telephony, speech-to-text, large language model inference, text-to-speech, and post-call analysis. These third-party service providers process call audio, transcripts, and related information on our behalf, subject to their own contractual, security, and (where applicable) HIPAA Business Associate obligations. We select service providers based on reasonable standards of security and privacy and limit their use of your information to the purposes for which we engaged them.

The AI voice assistant may also use a webhook to securely transmit appointment-request data to our internal scheduling and email systems so that we can follow up with you (for example, by emailing you a self-service booking link).

F. How AI Call Data Is Stored, Retained, and Secured

Recordings, transcripts, AI-generated summaries, and structured call data are stored using commercially reasonable administrative, technical, and physical safeguards. Access is limited to authorized personnel and service providers with a legitimate need. Call data is retained only for as long as reasonably necessary for the purposes described in Section 4.B and to meet legal, healthcare, accounting, insurance, regulatory, and recordkeeping obligations. See Section 13 (“Data Retention”) for additional detail.

G. Right to Speak to a Human / Opt Out of AI Handling

You may at any time during a call ask to speak to or leave a message for a human staff member, and you may decline to provide information to the AI voice assistant. Declining to interact with the AI voice assistant will not affect your ability to receive care; however, response times outside of regular business hours may be longer, and certain conveniences (such as receiving an automated booking link by email or SMS) may not be available.

H. HIPAA and Health Information During AI Calls

If you become a patient of FIX Medical Group, information you share during AI-assisted calls that identifies you as a patient and relates to your health, treatment, or payment for health care may constitute Protected Health Information (PHI) under HIPAA. We work to apply HIPAA and applicable state health privacy protections to such information, including by engaging service providers under appropriate Business Associate Agreements (BAAs) where required. Our HIPAA Notice of Privacy Practices governs the use and disclosure of PHI and controls in the event of a conflict with this Privacy Policy.

I. Limitations and Accuracy of the AI Voice Assistant

The AI voice assistant is an automated system and may make mistakes, including mishearing words, misspelling names or email addresses, misunderstanding requests, providing incorrect or incomplete information, or failing to recognize urgent situations. The AI voice assistant does not provide medical advice, diagnoses, treatment recommendations, prescription information, dosing information, emergency triage, or legal advice. Statements made by the AI voice assistant are not promises of care, pricing, results, insurance coverage, or appointment confirmation. An appointment is only confirmed once you have completed the booking process through the link we send you and any intake/consent requirements we provide.

J. Children and the AI Voice Assistant

The AI voice assistant is not intended for use by children under 13. Parents or legal guardians should make calls on behalf of minors where required by law or our practice policies.

K. Requesting Recordings, Corrections, or Deletion

Subject to applicable law and our legitimate business and recordkeeping needs, you may request to review information collected about you during an AI-assisted call, request that inaccurate information be corrected, or request deletion of certain information. See Sections 12 and 15 for how to submit a request.

5. How We Use Your Information

We may use the information described in Section 3 (including information collected by our AI voice assistant and SMS program) to:

• Respond to your inquiries and information requests
• Schedule, confirm, modify, remind about, or cancel appointments
• Send transactional messages, including booking links by email or SMS following a call
• Provide information about our services
• Communicate with you by phone, email, SMS/text message, voicemail, or other methods
• Send appointment reminders and follow-ups
• Operate, monitor, train, evaluate, and improve our AI voice assistant and other communication tools
• Improve our website and user experience
• Understand how visitors and callers use our services
• Maintain website, call system, and SMS program security
• Prevent fraud, abuse, spam, harassment, or misuse
• Process payments where applicable
• Manage patient relationships and provide customer support
• Send service-related updates
• Send promotional or educational content only where legally permitted and with appropriate consent
• Comply with legal, regulatory, insurance, healthcare, professional, and administrative requirements
• Protect the rights, safety, and property of FIX Medical Group, our patients, visitors, staff, contractors, and others

1. Health Information and HIPAA

Some information you provide to us may be considered health information. If you become a patient of FIX Medical Group, certain health information may be protected under the Health Insurance Portability and Accountability Act (HIPAA) and other federal and state healthcare privacy laws, including California’s Confidentiality of Medical Information Act (CMIA).

Our use and disclosure of Protected Health Information (PHI) is governed by our HIPAA Notice of Privacy Practices, not only this website Privacy Policy. If there is a conflict between this Privacy Policy and our HIPAA Notice of Privacy Practices regarding PHI, the HIPAA Notice of Privacy Practices controls. You may request a copy of our HIPAA Notice of Privacy Practices by contacting us at the information in Section 22.

7. Cookies and Tracking Technologies

Our website may use cookies, pixels, tags, scripts, software development kits (SDKs), analytics tools, and similar technologies (collectively, “Cookies”) to improve functionality, measure performance, understand visitor activity, and support marketing efforts.

Cookies may help us:

• Remember website preferences and session state
• Analyze website traffic and aggregate user behavior
• Understand which pages and content are useful
• Improve website performance and reliability
• Measure advertising effectiveness
• Prevent spam, fraud, or security abuse

You can usually control Cookies through your browser settings. If you disable Cookies, some website features may not work properly. Where required by law, we will request your consent to non-essential Cookies through a Cookie banner or similar mechanism.

8. Analytics and Advertising

We may use third-party analytics and advertising tools, such as Google Analytics, Meta/Facebook tools, search engine advertising platforms, or similar services.

These tools may collect information about your website activity, browser, device, IP address, and interactions with our website. This information may be used to measure website traffic, improve marketing, show relevant ads, and understand user behavior.

We do not knowingly allow third-party advertising platforms to collect Protected Health Information through our website. You should avoid submitting sensitive medical details through general website contact forms unless we provide a secure channel. We also do not use phone numbers collected through our SMS program or AI voice assistant to target third-party advertising.

9. How We Share Information

We do not sell your personal medical information, and we do not sell or share your mobile phone number or SMS opt-in data with third parties for marketing or promotional purposes. We may share information only when necessary and appropriate, including with:

• Appointment scheduling and patient communication providers
• Website hosting providers
• AI voice assistant platform vendors, telephony providers, speech-to-text providers, large language model providers, and post-call analytics providers (subject to appropriate safeguards and, where applicable, Business Associate Agreements)
• SMS/text messaging delivery providers and aggregators
• Email and communication providers
• Analytics providers
• Marketing service providers (excluding any sharing of mobile opt-in data or SMS consent data for marketing)
• Payment processors
• IT, cloud, and cybersecurity providers
• Professional advisors, such as attorneys, accountants, or consultants
• Insurance, billing, or administrative partners where applicable
• Government, regulatory, or legal authorities when required by law, subpoena, court order, or other legal process
• Healthcare partners or providers where permitted and necessary for care coordination, treatment, payment, or operations
• A successor entity in connection with a corporate transaction such as a merger, acquisition, financing, or sale of assets (subject to applicable law)

We may also share information when required to comply with law, protect safety, investigate fraud, enforce our terms, or protect our legal rights or those of others.

10. SMS / Text Messaging Program (A2P 10DLC Disclosure)

FIX Medical Group operates an SMS/text messaging program for the limited transactional purpose of sending self-service booking links and related appointment-request information to callers and prospective patients who request them. This section is a stand-alone disclosure of how our SMS program works, in addition to the rest of this Privacy Policy. This section, together with Section 19 of our Terms and Conditions (“SMS Terms of Service”), constitutes our full SMS Terms.

A. Program Description

Through our SMS program, we send transactional text messages such as a booking-link message after you speak with our AI voice assistant or our staff and request to schedule an appointment. We do not send marketing or promotional text messages through this program.

B. Consent / Opt-In

You are enrolled in the SMS program only after you affirmatively provide your mobile phone number to us — for example, by giving it to our AI voice assistant, providing it on a form, or providing it during a call with our staff — and agree (verbally, in writing, or by an opt-in keyword/checkbox where applicable) to receive SMS messages from FIX Medical Group. By providing your mobile number for this purpose, you represent that you are the subscriber or customary user of the mobile number and that you consent to receive SMS messages from us at that number.

C. Types of Messages

Messages sent through our SMS program are transactional and may include:

• A booking link sent after you request an appointment (typical use case)
• Appointment-related confirmations, changes, or reminders, if you request them
• Service-related responses to your questions or to your reply messages
• Customer-care responses related to your inquiry

We do not use this SMS program to send promotional, marketing, advertising, or unrelated messages.

D. Message Frequency

Message frequency varies based on your interactions with us and your specific request. Typical frequency is low (for example, one to a few messages following a single appointment-related interaction). We do not send recurring promotional broadcasts through this program.

E. Message and Data Rates

Message and data rates may apply, depending on your wireless plan and carrier. FIX Medical Group is not responsible for charges from your wireless carrier. Contact your carrier with questions about your plan.

F. Opt-Out (STOP)

You can opt out of receiving SMS messages from us at any time by replying STOP to any text message you receive from us. After you reply STOP, you will receive one final confirmation message that you have been unsubscribed, and you will not receive further SMS messages from this program unless you opt in again. Standard message and data rates may apply to the confirmation message.

G. Help (HELP)

For help, reply HELP to any text message you receive from us, or contact us by phone at (619) 295-9791 or by email at sandiego@fixmedicalgroup.com.

H. Supported Carriers

Our SMS program is generally compatible with major U.S. wireless carriers. Carriers are not liable for delayed or undelivered messages. Delivery is subject to carrier and network conditions and is not guaranteed.

I. Eligibility

You must be at least 18 years of age (or the age of majority in your jurisdiction) and have legal authority to consent to receive SMS messages at the mobile number you provide. You should only enroll a mobile number that belongs to you or that you are authorized to enroll. If a mobile number you previously enrolled is reassigned, transferred, or no longer used by you, please notify us promptly.

J. Privacy of SMS Consent Data — No Sharing

A2P 10DLC PRIVACY COMMITMENT: No mobile information will be shared with third parties or affiliates for marketing or promotional purposes. Information sharing to subcontractors in support services, such as customer service, appointment scheduling, hosting, telephony, and SMS/text message delivery, is permitted. All other use case categories exclude text-messaging originator opt-in data and consent; this information will not be shared with any third parties.

Your mobile phone number, opt-in record, and SMS consent are kept confidential and are not sold, rented, leased, or shared with third parties or affiliates for marketing or promotional purposes. We share this information only with our service providers (such as our SMS delivery provider, telephony provider, AI voice assistant vendor, hosting provider, or scheduling provider) strictly to operate our SMS program and provide the services you have requested, subject to appropriate confidentiality and security obligations.

K. Linked Privacy Policy and Terms

Your participation in our SMS program is also governed by this Privacy Policy and our Terms and Conditions (including the SMS Terms of Service in Section 19 of the Terms and Conditions). Please review them carefully before participating.

11. SMS, Calls, and Email Communications

By providing your phone number or email address — through our website, a form, a call (including a call with our AI voice assistant), or in person — you agree that FIX Medical Group and its authorized service providers may contact you regarding your inquiry, appointment request, services, reminders, follow-ups, billing, and other administrative or care-related matters using phone calls (including pre-recorded or AI-assisted calls), voicemail, SMS/text messages, and emails.

If you opt into any marketing emails or other promotional communications, you may receive promotional or educational content; you can unsubscribe from marketing emails using the unsubscribe link or by contacting us directly. Even if you opt out of marketing, we may still contact you regarding appointments, billing, safety, care, and other non-marketing matters.

Standard message and data rates may apply to SMS messages. See Section 10 for SMS-specific opt-in, opt-out, and privacy terms.

12. Data Security

We use reasonable administrative, technical, and physical safeguards to protect personal information — including call recordings, transcripts, and SMS records — from unauthorized access, loss, misuse, alteration, or disclosure.

However, no website, email system, internet transmission, telephone network, SMS network, or electronic storage system is completely secure. We cannot guarantee absolute security of information transmitted or stored. For sensitive medical communication, please use secure patient communication channels when available, rather than general website forms, voicemail, or SMS.

13. Data Retention

We retain personal information for as long as reasonably necessary to:

• Respond to your inquiries and requests
• Provide and improve our services
• Maintain patient, business, and call records
• Operate, train, evaluate, and improve our AI voice assistant and SMS program
• Meet legal, healthcare, accounting, insurance, tax, and regulatory obligations
• Resolve disputes
• Enforce agreements
• Protect our legal rights and the rights of others

Healthcare records may be retained according to applicable medical record retention laws and professional standards. Call recordings, transcripts, AI-generated summaries, and SMS records are retained for a period reasonably necessary for the purposes described in Sections 4 and 10, after which they are deleted, anonymized, or archived in accordance with our recordkeeping policies and applicable law.

14. Your Privacy Choices

Depending on your location and applicable law, you may have the right to:

• Request access to personal information we hold about you
• Request correction of inaccurate information
• Request deletion of certain personal information
• Request restriction of certain processing
• Opt out of marketing emails
• Opt out of SMS messages by replying STOP (see Section 10)
• Request a transfer to a human staff member during an AI-assisted call
• Opt out of certain Cookies or tracking tools
• Request information about how we share personal information
• Withdraw consent where processing is based on consent

To make a privacy request, contact us at:

Email: sandiego@fixmedicalgroup.com
Phone: (619) 295-9791

We may need to verify your identity before processing certain requests, and we may decline requests where legally permitted (for example, where we have an overriding legal, recordkeeping, or safety interest).

15. California Privacy Rights

If you are a California resident, you may have additional rights under California privacy laws (including the California Consumer Privacy Act / California Privacy Rights Act, “CCPA/CPRA”), depending on whether those laws apply to our business and the type of information involved. These rights may include:

• The right to know what categories of personal information we collect
• The right to know the categories of sources from which the information is collected
• The right to know the business or commercial purposes for collection and use
• The right to know the categories of third parties with whom we share information
• The right to know whether information is sold or shared (we do not sell personal medical information, mobile phone numbers, or SMS opt-in data)
• The right to request access to specific pieces of personal information
• The right to request correction of inaccurate personal information
• The right to request deletion of certain personal information
• The right to opt out of sale or sharing of personal information
• The right to limit certain uses of “sensitive personal information,” which may include voice recordings and certain health-related information, where applicable
• The right not to be discriminated against for exercising privacy rights

We do not sell your personal medical information, your mobile phone number, or your SMS opt-in data. If we use advertising or analytics tools that may be considered “sharing” under California law, you may have the right to opt out of such sharing.

To submit a California privacy request, contact us at:

Email: sandiego@fixmedicalgroup.com
Phone: (619) 295-9791

You may also designate an authorized agent to make a request on your behalf, subject to identity verification requirements.

16. Do Not Track Signals

Some browsers allow users to send “Do Not Track” signals. Because there is no universal standard for how websites should respond to these signals, our website may not respond to all Do Not Track signals. You can control certain tracking through browser settings, cookie settings, ad platform settings, or privacy tools.

17. Children’s Privacy

Our website, SMS program, and AI voice assistant are not intended for children under the age of 13. We do not knowingly collect personal information from children under 13 through these channels. If you believe a child has provided us personal information, please contact us so we can take appropriate action.

Patients under 18 should use our services only with the involvement and consent of a parent or legal guardian, where required by law or our practice policies.

18. Third-Party Websites and Services

Our website may contain links to third-party websites, platforms, social media pages, booking tools, payment processors, or external resources. We are not responsible for the privacy practices, content, security, or policies of third-party websites. You should review their privacy policies before providing information.

19. Online Reviews and Testimonials

If you submit a review, testimonial, comment, image, or feedback about our services, we may use it for marketing or informational purposes where legally permitted and with appropriate consent where required. Do not post private medical information publicly in reviews or comments.

20. International Visitors

Our website and services are intended mainly for users located in the United States. If you access our website from outside the United States, your information may be processed in the United States, where privacy laws may differ from those in your location.

21. Changes to This Privacy Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a new effective date. Your continued use of the website, our SMS program, or our AI voice assistant after changes are posted means you accept the updated Privacy Policy. For material changes, we will provide additional notice where required by law.

22. Contact Us

For privacy questions, requests, or concerns, contact us at:

FIX Medical Group
5030 Camino De La Siesta, STE 102
San Diego, CA 92108
Phone: (619) 295-9791
Email: sandiego@fixmedicalgroup.com