Privacy Policy

1. Personal Health Information We Collect

To provide high-quality, personalized clinical care, we collect personal and health-related information from you, including:

• Your name, address, telephone number, email address, and date of birth.
• Your medical history, symptoms, physical examination findings, and ongoing treatment records.
• Referral notes, diagnostic imaging reports, or consultation letters from your physician or other healthcare providers.
• Information related to your private health insurance, WSIB (Workplace Safety and Insurance Board), or motor vehicle accident (MVA) insurer to facilitate direct billing.
• Records of your appointments, billing history, and payments.

2. How We Use Your Information

We collect and use your personal health information solely for purposes directly related to your healthcare and clinic administration:

• Clinical Assessment & Care: Evaluating, treating, and monitoring your physical health and rehabilitation.
• Circle of Care Collaboration: Communicating with referring physicians, specialists, and other allied health professionals involved in your care.
• Direct Billing & Claims: Submitting claims on your behalf to third-party payers (extended health benefits, WSIB, or auto insurers) so you do not have to pay upfront where eligible.
• Clinic Administration: Managing appointments, sending reminders, and processing invoicing.
• Regulatory Compliance: Complying with audits, quality assurance, and professional standards set by the College of Physiotherapists of Ontario.

3. Consent & Disclosures

When you seek care at Pinnacle Physiotherapy, we rely on your implied consent to collect, use, and share your personal health information within your clinical "circle of care" to provide treatment.

We will never sell, rent, or trade your personal information. We do not disclose your personal health information to third parties outside your circle of care (such as employers, life insurers, or legal counsel) without your express written consent, except where required or permitted by law (e.g., court subpoena or mandatory public health reporting).

4. Protection & Safeguards

We maintain comprehensive administrative, technical, and physical safeguards to protect your personal health information against unauthorized access, disclosure, copying, or loss:

• Electronic health records are stored in secure, encrypted, access-controlled healthcare management systems.
• Physical records and clinic facilities are kept in locked, monitored areas accessible only by authorized staff.
• All clinic practitioners and administrative personnel sign binding confidentiality agreements.

5. Retention of Health Records

In compliance with the standards of the College of Physiotherapists of Ontario, adult patient clinical records are retained for a minimum of 10 years following the date of the last treatment. For patients who were minors at the time of care, records are retained for 10 years following their 18th birthday. When records are destroyed, secure and irreversible methods are employed.

6. Your Rights: Access & Correction

Under PHIPA, you have the right to review and request a copy of your personal health information held by Pinnacle Physiotherapy. If you believe any information in your record is inaccurate or incomplete, you may request that it be amended. Requests should be submitted in writing to our Privacy Officer.

7. Website & Electronic Communications

When you use our website or submit appointment requests through our online forms, we collect the contact and inquiry details you provide to respond to your request. Electronic communications via unencrypted email are not entirely secure; we advise against transmitting sensitive diagnostic details over standard email forms.

8. Contact Our Privacy Officer

If you have questions, comments, or concerns regarding our privacy practices or wish to request access to your records, please contact our Privacy Officer:

You also have the right to file a complaint with the Information and Privacy Commissioner of Ontario (IPC) at 2 Bloor Street East, Suite 1400, Toronto, Ontario, M4W 1A8 (www.ipc.on.ca).