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Privacy Policy



Please read this privacy policy carefully before using this site.

Harmony Road Recovery, LLC (“HRR”) understands how important the privacy of personal information is to our users. This Privacy Policy will tell you what information we collect about you and about your use of our site. It will explain the choices you have about how your personal information is used and how we protect that information. We urge you to read this Privacy Policy carefully.

If you do not want us to collect, use or disclose information about you and your use of our site as described in this Privacy Policy, then you should not use the site or services. By using our site, you must agree to the HRR Terms of Use, which is the contract between us and users of our site. By accepting the HRR Terms of Use, you confirm that you have read and understand this Privacy Policy and you acknowledge that we will store, use and otherwise process your information in the United States where we are located. 

No Conflict of Interest 

We do not run ads or any other advertising on our site as a means of finance. No funding is generated from any advertising or external sources, and there is no conflict of interest to disclose on this site or the content herein. 

Information We Collect from Visitors to Our Site 

When visiting our site, our server automatically logs your visit. The server logs may include information such as your web request, internet protocol address, browser type, browser language, the date and time of your request, and one or more cookies that may uniquely identify your browser. We also work with authorized suppliers and business partners. When we share your personal information with these companies, we put in place appropriate measures to limit the use of your information. Additionally, we collect information expressly provided by you. When using our site, subscribing to our newsletter, filling out a form, or commenting on our blog, you may be asked to enter your name, e-mail address, mailing address, phone number or other contact information. You may also be asked to provide information that will assist us in referring you or a loved one to an appropriate treatment center, such as information relating to the condition or ailment you wish to treat and your insurance information. We may monitor and/or record telephone conversations for our business purposes, such as quality assurance and training purposes and to protect our rights. We may combine information we receive from you through our site with information about you that we receive from our affiliates and/or third parties. We will handle the combined information as described in this privacy policy to help us provide services and information to you. 

How Our Site Handles Do-Not-Track Signals 

Some browsers incorporate a “Do Not Track” (DNT) feature that, when activated, signals to site and online services that you do not want to be tracked. However, there is not yet an accepted standard for how to respond to browser DNT signals, and we do not currently respond to them. 

Your California Privacy Rights 

Under California Civil Code Section 1798.83, California customers are entitled to request information relating to whether a business has disclosed Personal Information to any third parties for the third parties’ direct marketing purposes. California customers who wish to request further information about our compliance with this statute or who have questions more generally about our Notice and our privacy commitments to our customers should not hesitate to email us at


We do not knowingly collect any personal information nor direct the site to children under the age of thirteen. 

Email Policies 

HRR will protect the privacy of the information, using reasonable means, you send us by email. However, HRR cannot guarantee that email communications will be confidential because of the risks outlined below. Additionally, if you or anyone else inappropriately uses your email HRR will not be liable. 


We undergo reasonable and appropriate measures to maintain information collected in a secure manner. We have taken digital, physical, and administrative steps to protect and secure information we collect from visitors to our site. Even though we follow reasonable procedures to protect information in our possession, we cannot guarantee, and you should not expect, that your information will be secure in all circumstances. 

Disclaimer Statement 

All content on the site, including images, text, external links, graphics or any other material posted on the site, are intended for informational purposes. The information found herein may be written by non-medical professionals and is not necessarily a substitute for professional medical advice, treatment or diagnosis of any disease or disability. Please seek advice from a qualified medical professional with any questions that you may have regarding your physical or mental health condition(s). If you are experiencing thoughts of suicide or any other medical emergency dial 911 or visit your local emergency room. Our site contain links to external websites and references to other resources that are not associated with our site. We have no control over these third-party resources and make no warranty or representation as to the content of those resources. Their inclusion does not constitute an endorsement or recommendation. Harmony Road Recovery is required by law to maintain the privacy and confidentiality of your protected health information and to provide our clients with notice of our legal duties and privacy practices with respect to your protected health information. Information may only be released with your written consent with a few exceptions which are listed below:


We may disclose your health care information to other healthcare professionals within our practice for the purpose of treatment, payment or healthcare operations. 


We may disclose your health information to your insurance provider for the purpose of payment or healthcare operations.

Workers’ Compensation 

We may disclose your health information as necessary to comply with State Workers’ Compensation Laws.


We may disclose your health information to notify or assist in notifying, a family member, or another person responsible for your care, about your medical condition, or in the event of an emergency or your death. 

Public Health

As required by law, we may disclose your health information to public health authorities for purposed related to: preventing or controlling disease, injury or disability; reporting child abuse or neglect; reporting domestic violence; reporting to the Food and Drug Administration problems with products and reactions to medications; and reporting disease or infection exposure. 

Judicial and Administrative Proceedings 

We may disclose your health information in the course of any administrative or judicial proceeding.

Law Enforcement 

We may disclose your health information to a law enforcement official for purposes such as identifying or locating a suspect, fugitive, material witness or missing person, complying with a court order or subpoena and/or other law enforcement purposes.

Deceased Persons 

We may disclose your health information to coroners or medical examiners.

Organ Donation 

We may disclose your health information to organizations involved in procuring, banking or transplanting organs and tissues. 


We may disclose your health information to researchers conducting research that has been approved by an Institutional Review Board.

Public Safety 

It may be necessary to disclose your health information to appropriate persons in order to prevent or lessen a serious and imminent threat to the health or safety of a particular person or to the general public. 

Specialized Government Agencies 

We may disclose your health information for military, national security, prisoner and government benefits purposes. 

Your Health Information Rights

  • You have the right to request restrictions on certain uses and disclosures of your health information. Please be advised, however, that HRR is not required to agree to the restriction/s you have requested.
  • You have the right to have your health information received or communicated through an alternative method or sent to an alternative location other than the usual method of communication or delivery upon your request.
  • You have the right to inspect and copy your health information.
  • You have a right to request that HRR amend your protected health information. Please be advised, however, that HRR is not required to agree to amend your protected health information. If your request to amend your health information has been denied, you will be provided with an explanation of our denial reason/s and information about how you can disagree with the denial.
  • You have a right to receive an accounting of disclosures of your protected health information made by HRR.
  • You have a right to a paper copy of this Notice of Privacy Practices at any time upon request

Complaints and Grievances

It is the policy of Harmony Road Recovery, LLC that every effort shall be made to resolve a client’s and employee’s grievance in a fair and equitable manner, and that all client grievances will be investigated and resolved promptly in accordance with the Texas Department of State Health Services (DSHS). Harmony Road Recovery, LLC is committed to ensuring that all appropriate safeguards are implemented to ensure that clients and employees are free to voice comments related to care or services. The Grievance and Complaint processes will be utilized as mechanisms for assuring that comments are addressed in the manner stated above. All Grievances will adhere to guidelines set forth by regulatory bodies. This process may also include tracking of clients’ expression of gratitude and compliments.

These mechanisms provide an opportunity for a client and employee to have his/her comments investigated as a Grievance or Complaint, and receive a response in a timely manner (7 days).


1. The process for clients to file a Grievance/Complaint is available in the client handbook.

2. All clients are provided with information regarding the Grievance and Complaint process at intake with copies of the policy and process included in the appropriate client handbook.

3. The grievance procedure shall tell clients and employees that they can:

a. file a grievance about any violation of client rights or Texas Department of State Health Services’ (TDSHS) rules;

b. submit a grievance about any violation of client rights or TDSHS rules;

c. request writing materials, postage, and access to a telephone for the purpose of filing a grievance.

4. Harmony Road Recovery, LLC’s staff will follow the established written procedure for staff to follow when responding to client grievances. Harmony Road Recovery, LLC shall:

a. evaluate the grievance thoroughly and objectively, obtaining additional information as needed;

b. provide a written response to the client within seven days of receiving the grievance;

c. take action to resolve all grievances promptly and fairly; and

d. document all grievances, including the final disposition, and keep the documentation in a central file.

5. Harmony Road Recovery, LLC shall not:

a. retaliate against clients or employees who try to exercise their rights or file a grievance; for the disposition of complaints by clients, clients and staff and the right to appeal without threat of reprisal; or

b. restrict, discourage, or interfere with client or employee communication with an attorney or with the Commission for the purposes of filing a grievance.

6. All staff is trained to solve minor concerns and complaints at the time one is voiced. If unsatisfied with action taken by staff, clients and employees are encouraged to proceed as follows.

7. A staff member or client/family who has a concern regarding client care or ethics may communicate this concern directly to the facility by completing the Grievance/Complaint Form. Staff has been trained to listen, identify issues and help the client explore possible ways of resolving the issue.

8. Staff members who are involved shall not be included in acceptance, investigation or decision-making concerning the grievance.

9. The staff will respond directly to the concern and will document the actions/response on the form and return to the client/family or staff. A copy will be forwarded to the Chief Executive Officer (CEO). There will be no retaliation against a client for filing a grievance.

10. If the inquiry cannot be resolved by the staff member, the CEO will be notified and will meet with the client/family or staff. This designation will be noted on the Grievance/Complaint form as will the action response.

11. A client or employee who is still dissatisfied may appeal the decision to the governing authority and a written report of the decision with be forwarded to the Texas Department of Health & Human Services with a written response given to the client or employee within 30 days.

12. Any staff member or client/family may appeal a response directly to the CEO or designee.

13. When necessary, Harmony Road Recovery, LLC will provide reasonable assistance to individuals filing a Grievance or Complaint including TTY/TDDD and interpreters. Clients and employees will not be penalized for seeking assistance with filing a Grievance or Complaint.

14. The Harmony Road Recovery, LLC shall retain full records of all grievances in a confidential file for three years, but not in a client’s case file. Grievance files are reviewed annually and trends are tracked in excel format and incorporated in a QI plan.

15. Clients may submit their grievance at any time directly to:

Substance Abuse Facility Investigations (MC 1979)

Texas Department of State Health Services

PO Box 149347

Austin, Texas 78714-9347

Complaint Hotline:


For reporting complaints against licensed physicians:

Texas State Board of Medical Examiners

1812 Center Creek Drive, Suite 300

Austin, TX 78756

The address and telephone number of the Texas Department of State Health Services and other applicable agencies are:

Texas Department of State Health Services (Investigations) 

1100 West 49th Steet Austin, Texas 78756 1-800-832-9628

Texas State Board of Medical Examiners (Please note: this agency is for reporting complaints against licensed physicians only) l8l2 Centre Creek Drive, Suite 300 Austin, Texas 78754

Texas State Board of Examiners of Psychologists 333 Guadalupe, Tower 2, Room 450 Austin, Texas 78701 Investigations: (512) 305-7709

LPCs and LPC Inters: Texas State Board of Examiners of Professional Counselors LMFTS and LMFT Associates: Texas State Board of Examiners of Marriage and Family Therapists LCSWs and LMSWs: Texas State Board of Social Worker Examiners LCDCs and Counselor Interns: Licensed Chemical Dependency Counselor Program

Complaints Management and Investigative Section P.O. Box 141369 Austin, Texas 78714-1 369 1-800-942-5540

Texas Health and Human Services Commission

Office of the Ombudsman, MC H-700 Post Office Box 85200 Austin, Texas 78708-5200

Privacy Policy changes

HRR may revise and update this Privacy Policy at any time. Your continued usage of this site will mean you accept those changes. Any changes to our privacy policy will be posted on this page.

Contact Information

You can contact us with any questions regarding this Privacy Policy.

By mail at:

Harmony Road Recovery 813 N Kansas St El Paso, TX 79902

Or by email at: 


Last Updated March 16, 2023