The law protects the confidentiality of your personal health information. Except as allowed by law, your records and other information about you will not be released by us or by any of our providers without your written permission.

We take your privacy rights very seriously. We have robust administrative, technical and physical safeguards in place to protect your information. All of our staff receive training about privacy and security. Privacy and security provisions are included in our contracts with providers in our network.

If you need a printed copy of our Notice of Privacy Practices, call the Vaya Health Customer Services Department at 1-800-849-6127 and ask us to mail you a copy. If we change our Notice of Privacy Practices, we will mail you a new copy.

You should be aware that information can be provided without your consent to help in treatment and care coordination, for healthcare operations such as payment, for emergency care and to law enforcement officers to comply with a court order. Special rules may apply if you have a legal guardian appointed, are a minor, are receiving treatment for substance use or are diagnosed with HIV/AIDS.

You also have the right to request and receive a copy of your health record unless your provider, doctor or therapist determines this would be detrimental to your physical or mental wellbeing. This is called therapeutic privilege and is described in N.C.G.S. § 122C-53(d).

If the doctor or therapist determines that this would be detrimental to your physical or mental wellbeing, you can request that the information be sent to a physician or professional of his or her choice.

Vaya staff and contractors cannot send email to members about personal or health matters unless it is through the use of a secured email service such as Zixmail. If you do not have access to a secure email service, we recommend that you communicate about your healthcare in writing or face-to-face. If you have any questions about your health information, email our Privacy Officer at

To request a copy of your records, send an email to You can also call Customer Services at 1-800-849-6127 and ask to speak with our records manager.

Website Privacy Policy

Vaya Health respects the privacy of its Internet visitors.

Personal information that can identify you, an Internet visitor, is collected only when voluntarily offered by you. Vaya Health will not purposely distribute your personal data, except as necessary to respond to any inquiry which prompted the submission of the personal information or to respond to a request for public records made under N.C.G.S. Chapter 132.

Non-identifying personal information is collected from all Internet visitors to enable Vaya Health to track the total number of visitors to our site and identify the type of Internet browser and operating system used by the visitor. This information enables us to improve our site and our service continuously for you, the visitor.

Part of the non-identifying personal information Vaya Health collects includes age, gender and interest information that may be available to Google Analytics through cookies stored on your computer. This process is only used to help us understand what our visitors are interested in and where they spend their time on the Vaya Health website. If you would like to opt-out of the Google Analytics process, please use this link for the Google Analytics Opt-out Browser Add-on tool.

Need Help?

Finding care can be confusing sometimes. At Vaya Health, we make it easier. The process starts with a phone call to our Access to Care Line at