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Privacy Policy

Last Updated: March 01, 2026

 

 

Journey Orthopaedic Institute, LLC (“JOI,” “we,” “us,” or “our”) respects your privacy. This Privacy Policy describes how we collect, use, disclose, and protect information when you visit jo.institute (the “Site”) and when you interact with us through the Site, our scheduling tools, online forms, and communications.

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1) Scope

 

 

This Privacy Policy applies to information collected through the Site and related online interactions. It does not necessarily apply to information collected in the course of providing medical care in the clinic or through a separate patient portal/EMR, which may be governed by a HIPAA Notice of Privacy Practices (if applicable).

 

Important: The Site is not intended for emergency communications. If you believe you have a medical emergency, call 911 or go to the nearest emergency department.

 

 

 

2) Information We Collect

 

 

 

A. Information You Provide to Us

 

 

Depending on how you use the Site, you may provide:

 

  • Contact information (name, email, phone number, address)

  • Appointment and intake details submitted via forms or scheduling tools

  • Payment information (processed by third-party processors; we do not store full card numbers)

  • Communications (messages, emails, text messages, call recordings/transcripts if enabled, support interactions)

  • Marketing preferences (opt-ins/opt-outs)

 

 

 

 

B. Information Collected Automatically

 

 

When you visit the Site, we (and our service providers) may collect:

 

  • IP address

  • Device and browser information

  • Log data (referring/exit pages, timestamps)

  • Usage data (pages viewed, clicks, navigation)

  • Cookie identifiers and similar tracking data

 

 

 

 

C. Sensitive / Health Information

 

 

If you submit health-related information through the Site, it may be considered sensitive. Avoid submitting highly sensitive medical details through general web forms unless the form is specifically designed and secured for that purpose.

 

 

 

3) How We Collect Information

 

 

We collect information through:

 

  • Web forms

  • Scheduling and booking flows

  • Payment pages

  • Email, phone, and text communications

  • Cookies and analytics tools

 

 

 

 

4) How We Use Your Information

 

 

We may use information to:

 

  • Operate and improve the Site

  • Respond to inquiries

  • Schedule and manage appointments

  • Process payments

  • Send service-related notices (confirmations, reminders, operational updates)

  • Send marketing communications if you opt in

  • Analyze Site usage

  • Protect Site security

  • Comply with legal obligations

 

 

 

 

5) How We Share Information

 

 

 

A. Service Providers

 

 

We use vendors to operate our business, including:

 

  • Website hosting/CMS: Wix / Wix Studio

  • Payments: Stripe 

  • Scheduling: TurnKey AI Practice Inc

  • Email/SMS:  Twilio / TurnKey AI Practice / Retell AI

  • Analytics: Google Analytics / Metricool

 

 

These providers process information only as necessary to provide services to JOI.

 

 

 

B. Legal Compliance

 

 

We may disclose information to comply with legal obligations, protect rights and safety, or prevent fraud.

 

 

 

C. Business Transfers

 

 

Information may be transferred in the event of a merger, acquisition, or sale.

 

 

 

D. With Your Direction

 

 

We may share information when you request us to coordinate with third parties.

 

 

 

6) Cookies and Analytics

 

 

We use cookies to operate and analyze Site usage. You may adjust browser settings to limit cookies.

 

If enabled, Google Analytics may collect usage information in accordance with Google’s policies.

 

 

 

7) Payments

 

 

Payments are processed through third-party processors (e.g., Stripe). We do not store full card numbers.

 

 

 

8) SMS Communications and Messaging Consent

 

 

 

A. Appointment-Related Text Messages (Customer Care)

 

 

If you provide your mobile phone number when scheduling an appointment or contacting JOI, you may receive text messages related to appointment coordination and service communications.

 

These may include:

 

  • Appointment confirmations

  • Appointment reminders

 

 

Message frequency varies depending on appointment activity.

 

Message and data rates may apply.

 

You may reply STOP at any time to opt out or HELP for assistance.

 

Consent to receive appointment-related text messages is not required as a condition of receiving medical services.

 

We do not send marketing or promotional messages unless you separately opt in as described below.

 

 

 

B. How We Obtain SMS Consent

 

 

Online Scheduling:

When scheduling through https://jo.institute, patients must check an unchecked consent box before submitting their appointment request. The consent language states:

 

“I agree to receive appointment-related text messages from Journey Orthopaedic Institute. Message frequency varies. Message & data rates may apply. Reply STOP to opt out or HELP for assistance. Consent is not required for medical services.”

 

The checkbox is not pre-selected. Consent is recorded and stored in our scheduling system.

 

Phone Scheduling:

If you schedule by phone, we request verbal consent before sending SMS messages. Verbal consent is documented in the patient record.

 

In-Person Scheduling:

If you schedule in person, written consent may be obtained and documented in your record.

 

We do not send SMS messages without prior consent.

 

We do not purchase, sell, or use third-party marketing lists for SMS communications.

 

 

 

C. Marketing Text Messages:

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JOI does NOT do marketing Text messaging. 

 

 

 

D. Data Use for Messaging

 

 

Mobile numbers collected for SMS are used solely for the purposes described in this policy.

 

We do not sell or rent mobile phone numbers to third parties for their marketing purposes.

 

SMS communications may be facilitated by third-party service providers acting on our behalf under contractual obligations.

 

 

 

9) AI Chat / AI Phone

 

 

If the Site offers AI chat or AI phone agents, interactions may be recorded or transcribed to respond to requests and improve services.

 

Do not share sensitive information if you prefer not to use AI tools; contact us directly instead.

 

 

 

10) Data Security

 

 

We use reasonable safeguards to protect information. No system can guarantee absolute security.

 

 

 

11) Data Retention

 

 

We retain information as necessary to fulfill the purposes described or as required by law.

 

 

 

12) Your Rights

 

 

Depending on your jurisdiction, you may request access, correction, deletion, or opt out of certain communications.

 

To make a request, contact us using Section 14.

 

 

 

Do Not Sell Statement

 

 

JOI does not sell personal information for monetary compensation.

 

 

 

13) Children’s Privacy

 

 

The Site is not directed to children under 13. We do not knowingly collect personal information from children under 13.

 

 

 

14) Contact Us

 

 

Journey Orthopaedic Institute, LLC

Email: info@jo.institute

Phone: 704.741.4946

 

 

 

15) Changes to This Policy

 

 

We may update this Privacy Policy from time to time. Changes are effective when posted with a revised “Last Updated” date.

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