Who this covers

This policy explains how Innercore Health, 500 Oxford Street East, London, Ontario, collects, uses, shares and protects personal information. It covers information you give us at the clinic, by phone or email, through online booking, and through this website.

As a health care clinic in Ontario, we are a health information custodian under the Personal Health Information Protection Act, 2004 (PHIPA). Our practitioners also follow the privacy and record-keeping standards of their regulatory colleges.

What we collect

As a patient, we collect the information we need to care for you:

Contact and identity details, such as your name, address, phone number, email address and date of birth.
Health information, such as your health history, current concerns, assessment findings, treatment notes and progress.
Insurance and billing details, such as your extended health plan, policy numbers and payment records.

On this website, we collect only what you choose to send us:

If you use the message form, we receive your name, email address and question. Please don’t include health details in the form; we will go over those with you in person.
If you book online, you leave this website and use our booking provider, Jane (see below).

This website uses Google Analytics to count visits and see which pages are read. It records pages viewed, how far you scroll, and general device and location details, and sets Google Analytics cookies. It does not record what you type into forms or anything about your bookings, and it is not used for advertising. You can block it with your browser’s privacy settings or Google’s opt-out add-on at tools.google.com/dlpage/gaoptout.

Why we use it

To assess your needs, advise you on treatment options and provide care.
To keep a baseline of your health so we can track changes over time.
To book and remind you of appointments, and to answer your questions.
To bill you or, with your consent, your insurer.
To meet our legal and professional obligations, including record-keeping and quality reviews by our regulatory colleges.

We do not sell or rent your information, and we do not use it for marketing to third parties.

When we share it

We share your health information only with your consent or where the law allows or requires it. This includes:

Your insurer, when you ask us to bill them directly or need records for a claim.
Other health care providers involved in your care, with your consent.
Our regulatory colleges, courts or others where the law requires it.

Service providers

We use a small number of trusted services to run the clinic and this website. Each receives only what it needs:

Jane (janeapp.com) runs our online booking and clinic management. Information you enter when booking is handled under Jane’s privacy policy as well as ours.
Cloudflare hosts this website. Like any web host, it processes technical data such as your IP address to deliver pages and protect the site from abuse.
A form delivery service emails website messages to the clinic. It keeps a copy of each message for up to 18 months, then deletes it.
Google provides Google Analytics (described above) and the map on our Visit page. Loading them sends your IP address and browser details to Google, and both may set Google cookies. Analytics data is kept for 14 months. See Google’s privacy policy at policies.google.com/privacy.

Some of these providers may store or process information outside Ontario or Canada, where it may be subject to the laws of that country.

How we protect it

Paper records are kept in secure, supervised areas.
Electronic records are kept on password-protected systems with access limited to staff who need them.
Health information sent outside the clinic is sent securely, for example in sealed envelopes or through secure electronic channels.
Staff are trained on privacy, and outside contractors sign privacy agreements.

How long we keep it

We keep clinical records for at least 10 years after your last visit, or for at least 10 years after your 18th birthday if you were a minor when treated, whichever is later, or longer where our regulatory colleges or the law require. Paper records are then shredded, electronic records deleted, and old hardware destroyed.

Website messages are kept only as long as we need them to answer you and for our records.

Your choices and rights

You can ask to see or get a copy of your records, and ask us to correct anything that is wrong.
You can withdraw or limit your consent to how we use or share your information, subject to legal limits. We will explain what that means for your care.
You can ask questions or raise a concern with us at any time.

If you are not satisfied with our response, you can contact the Information and Privacy Commissioner of Ontario at ipc.on.ca or 1-800-387-0073.

Contact us

Questions, requests and concerns about privacy go to our privacy contact:

Innercore Health
500 Oxford Street East, London, ON N5Y 3H7
(519) 432-7247 · [email protected]

Changes to this policy

We may update this policy from time to time. The date at the top shows when it last changed.

Privacy policy.