Walden Physiotherapy Clinic Inc. – Privacy Policy

Walden Physiotherapy Clinic Inc. (“Walden Physio,” “we,” “us,” “our”) is committed to protecting the privacy, confidentiality, and security of your personal information and personal health information in our custody or control.
Walden Physio is a Health Information Custodian (HIC) under the Personal Health Information Protection Act, 2004 (PHIPA), Ontario, and we collect, use, and disclose information only in accordance with PHIPA and other applicable laws.

1. Collection, Use and Disclosure of Personal Information

In this Policy, personally identifiable information about you is referred to as “Personal Information,” and information about your health is referred to as “Personal Health Information (PHI).”

We may collect, use, or disclose Personal Information and PHI as required or permitted by law, including:

  • Name, date of birth, gender, address, email, and phone number

  • Health card number and insurance information

  • Employer and employment status (where relevant to treatment or benefits)

  • Medical history, diagnosis, assessment findings, referrals, and treatment plans

  • Names of physicians or other health-care providers involved in your care

  • Payment information

  • Other information necessary to provide physiotherapy and related services

Information may be collected directly from you, or—with your consent or where permitted by law—from other health-care providers, insurers, employers, or authorized representatives. We collect only the information necessary to provide safe and effective care.

2. Purposes for Which We Use Your Information

a) Provision of Health-Care Services

Your information is used primarily for:

  • Assessment, treatment, and management of your care

  • Communication with you about appointments and services

  • Consultation with other providers within your circle of care

  • Coordination with referral sources such as physicians, WSIB, insurers, or extended health plans

Unless you instruct us otherwise, PHIPA permits sharing of your PHI with other health information custodians involved in your care for these purposes.

b) Contacting Family or Substitute Decision Makers

Where appropriate, we may use your information to contact a family member or substitute decision maker regarding your care.

c) Payment and Benefits

We may use and disclose information to:

  • Process payments for services

  • Submit claims to insurers or benefit providers

  • Confirm entitlement to coverage

d) Quality Improvement & Clinic Operations

Information may be used for internal purposes such as:

  • Risk management and quality assurance

  • Staff training and program evaluation

  • Secure call recordings for documentation or quality purposes

  • Video surveillance in public areas of the clinic (e.g., reception, entrances, parking) for safety and security. These systems do not record treatment areas.

e) Research

Walden Physio may participate in research or analysis using de-identified information that cannot identify you. Any research requiring identifiable information will occur only with a separate, informed consent process approved as required by law.

f) Legal and Regulatory Requirements

We may disclose information when required or permitted by law, including:

  • Court orders, warrants, or mandatory reporting

  • To prevent serious risk of harm

  • Audits by regulatory bodies such as the College of Physiotherapists of Ontario

g) Business Transactions

In the event of a merger, sale, or reorganization, information may be transferred in accordance with PHIPA safeguards.

3. Consent

  • By seeking care, you provide implied consent for the collection, use, and disclosure of your information for health-care purposes within the circle of care.

  • Express consent will be obtained for any purpose outside of health-care delivery (e.g., disclosure to lawyers, employers, or non-health third parties).

You may withdraw or limit consent at any time by notifying us.
However, we may be unable to provide certain services if the restriction prevents us from delivering safe and appropriate care, or if disclosure is legally required. We will discuss any limitations with you.

4. Storage and Protection of Information

Your information is stored in Canada in secure electronic and/or paper systems.
Walden Physio uses reasonable administrative, technical, and physical safeguards to protect against:

  • Loss or theft

  • Unauthorized access, use, copying, modification, or disclosure

Third-party service providers (e.g., electronic medical record systems, payment processors) may assist us. These providers are contractually required to comply with PHIPA-equivalent privacy and security standards.

5. Access to Your Health Record

You have the right to:

  • Request access to your personal health record

  • Request copies of records

  • Receive a response within 30 days, subject to limited extensions allowed by PHIPA

Access may be refused only in limited circumstances permitted by law, such as where disclosure could result in a risk of serious harm or is prohibited by another statute.

6. Correction of Records

You may request correction if you believe information is inaccurate or incomplete.
We will correct the record where appropriate. We may decline if:

  • The record was not created by Walden Physio and we lack authority to change it, or

  • The information reflects a professional opinion made in good faith

In such cases, we will note your request in the record and, where appropriate, notify third parties who received the original information.

7. Changes to This Policy

Walden Physio may update this Privacy Policy to reflect changes in legislation or practice.
The current version will be available upon request and on our website.

Last Updated: September 2025

8. Questions or Complaints

If you have questions about this Policy or your information, please contact:

Privacy Officer – Walden Physiotherapy Clinic Inc.
Address: 730 RR24 Lively, ON P3Y1N2
Phone: 705-836-1210
Email: team@waldenphysio.com

You may also contact:

Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, ON M4W 1A8
www.ipc.on.ca

Walden Physio will not engage in any reprisal against an individual who, in good faith, makes a privacy complaint or cooperates with an investigation.

Acknowledgement

By receiving services from Walden Physiotherapy Clinic Inc., you acknowledge that your information will be handled in accordance with this Privacy Policy and PHIPA.