Privacy Policy

Detailed program policies and procedures for the protection of personal information 

Protecting personal information

  1. Openness and transparency
    1. We value client privacy and act to ensure that it is protected.
    2. This policy was written to capture our current practices and to respond to federal and provincial requirements for the protection of personal information.
    3. This policy describes how this program collects, protects and discloses the personal information of clients and the rights of clients with respect to their personal information.
    4. We are available to answer any client questions regarding our privacy practices.
  2. Accountability
    1. Client information is sensitive by nature. Employees and all others in this program who assist or provide care are required to be aware of and adhere to the protections described in this policy for the appropriate use and disclosure of personal information.
    2. All persons in this program who have access to personal information must adhere to the following information management practices.
      1. Program information management practices
      2. Access is on a need to know basis
      3. Access is restricted to authorized users
      4. Staff are aware of and understand requirements to protect personal information
      5. Appropriate sanctions for failure to fulfill requirements
    3. This program employs strict privacy protections to ensure that
      1. We collect, use and disclose personal information only by the purposes of providing care and services or the administration of the care or services or for other purposes expressly consented by the client
      2. We educate and train staff on the importance of protecting personal information
  3. Collection of personal information
    1. We collect the following personal information
      1. Identification, contact and billing information including:
        1. Name
        2. Date of birth
        3. Address
        4. Phone and/or email address
        5. Emergency contact information
        6. Record of client appointment times
        7. Provincial health insurance plan number (if necessary)
      2. Health information
        1. Medical history
        2. Presenting symptoms
        3. Physical examination findings
        4. Relevant medical history of family members
        5. Allergies
        6. Information to be provided to third party at the client’s request
      3. Limits on collectionWe will only collect the information that is required to provide care and/or services, administrate the care and/or services that is provided, and communicate with clients. We will not collect any other information, or allow information to be used for other purposes, without the client’s express consent – except where authorized to do so by law. These limits on collection ensure that we do not collect unnecessary information.
  4. Use of personal information
    1. Personal information collected from clients is used by this program for the purpose of:
      1. Identification and contact
      2. Emergency contact
      3. Provision and continuity of care and/or service
      4. Historical record
      5. Health promotion and prevention
      6. Referral to other professionals
      7. Administrate the care and/or services
      8. Billing
      9. Professional requirements
      10. Risk of error management
      11. Quality assurance
      12. Maintenance of competence
  5. Disclosure of personal information
    1. Implied consent (Disclosure to other providers)
      1. Unless otherwise indicated, you can assume that clients have consented to the use of their information for the purpose of providing them care and/or services, including sharing the information with health providers involved with their care and/or services. By virtue of seeking care from us, the client’s consent is implied for the provision of that care and/or services.
    2. Without consent (Disclosures mandated or authorized by law)
      1. There are limited situations where health provider is legally required to disclose personal information without the client’s consent. Examples of these situations include (but are not limited to)
        1. Reporting abuse
        2. By court order
        3. In regulatory investigations
        4. For quality assessment
    3. Express consent (Disclosure to all other third parties)
      1. The client’s express consent (oral or written) is required before we will disclose personal information to third parties for any purpose other than to provide care and/or services or unless authorized to do so by law.
    4. Withdrawal of consent
      1. Clients have the option to withdraw consent to have their information shared with others at any time.
      2. Clients also have the option to withdraw consent to have their information shared with third parties.

Office Safeguards

  1. Security measures
    1. Safeguards are in place to protect the security of client information.
    2. These safeguards include a combination of physical, technological and administrative security measures.
      1. We use following
        1. Limited access to our office
        2. Authorized access only
        3. Limited access to records
        4. Need to know basis
        5. Password protected records
        6. Regular back up of computers
  2. Communication policy
    1. We are sensitive to the privacy of personal information and this is reflected in how we communicate with our clients and others involved in their care and/or services and all third parties.
    2. We protect personal information regardless of the format
  3. Record retention
    1. We retain client records as required by law and professional regulations.
    2. The Canadian Medical Protective Association advises members to retain their records for at least 10 years from the date of last entry or, in the case of minors, 10 years from the time the client would have reached the age of majority.
  4. Procedures for secure disposal/destruction of personal information
    1. When information is no longer required, it is destroyed or retained according to set procedures that govern the storage and destruction of personal information.
      1. We use the following method to destroy/dispose of records.
        1. Shredding paper records
        2. Properly disposed of computer hard drive
        3. Seeking expert advice on how to dispose of electronic records

Client Rights

  1. Access to information
    1. Clients have the right to access their record in a timely manner.
    2. If a client requests a copy of their records, one will be provided at a reasonable cost.
    3. Clients can submit access requests
      1. Verbally
      2. In writing
  2. Accuracy of information
    1. We make every effort to ensure that all client information is recorded accurately.
    2. If an inaccuracy is noted, the client can request changes in their own record.
  3. Privacy and access complaints

    1. It is important to us that our privacy policies and practices address client concerns and respond to client needs
    2. A client who believes that we have not responded to their access request or handled their personal information in a reasonable manner is encouraged to address their concerns to the management office.
    3. Client complains can be made
      1. In writing
      2. In email

Program Policy

  1. Medical emergencies and serious illness/medical concerns
    Clients with serious medical emergencies and illness should go to the nearest emergency department or physicians. Our programs are not to replace any medical interventions.

  2. Documentation requirements
    On your first visit or when you engage a contract with Wellness Kizuna, we may ask you fill out a form depending on services you inquire or request.

  3. No-show policy and lateness policy
    In order to provide efficient services to all clients, Wellness Kizuna strictly enforces a fee for any no-show or late clients. This ensures that we can provide quality, timely services to all clients as efficiently as possible.

We require 24 hour notice for cancellation or re-scheduled services to avoid incurring a no-show fee. Cancelled or reschedule must be done during regular business hours by phone or email.

If you book within 24 hour time frame, the policy is in effect immediately.

Late comers may be required to re-schedule their appointment.