Privacy policy

We collect only the information we need to provide care, run the clinic and communicate with you. This may include:

• Contact information: your name, address, phone number and email address.
• Health information: your medical history, symptoms, assessment findings, treatment notes, progress records and any relevant reports from other health care providers.
• Insurance and billing information: your extended health benefit details, auto insurance or WSIB claim information, and payment records.
• Website and form information: what you submit through our online forms. We may also collect basic technical data, such as your browser type and pages visited, through cookies and analytics tools.
• Communication preferences: whether you have agreed to receive text messages or emails from us.

We use your information to:

• assess, treat and monitor your condition, and keep accurate clinical records
• book, confirm and remind you of appointments
• bill you, your insurer or another third-party payer, and process claims (direct billing)
• communicate with other health care providers involved in your care, with your consent
• meet our legal, regulatory and professional obligations
• improve our services and our website

Text messages and email. If you opt in, we may send you text messages and emails. These can include appointment reminders, follow-up check-ins after your visit, requests for feedback or reviews, and occasional information about our services, promotions or referral offers. We will only send these messages after you have given us your consent, for example by checking the opt-in box on one of our forms or by agreeing in person.

You can opt out at any time. Reply STOP to any text message, use the unsubscribe link in any email, or contact us directly. Opting out of promotional messages does not affect your care. Message and data rates may apply. We do not include detailed health information in text messages.

We do not sell, rent or trade your personal information. We share it only when it's necessary and permitted by law, including:

• With your consent, such as with your family physician, another health care provider or a family member you identify.
• With insurers and payers, including extended health benefit providers, auto insurers and WSIB, to process claims and payments you have asked us to submit.
• With service providers who help us run the clinic, such as our booking, billing, CRM, messaging and website providers. These providers are bound by agreements to protect your information and may only use it to deliver services to us. Some of them may store data outside Ontario or Canada. Where that happens, we take reasonable steps to protect your information.
• As required or permitted by law, for example in response to a court order or subpoena, to report to the College of Physiotherapists of Ontario, or to reduce a significant risk of serious harm.

We keep clinical records for the period required by the College of Physiotherapists of Ontario, and then destroy them securely. We protect your information with physical, administrative and technical safeguards, including restricted access, secure systems and staff confidentiality obligations.

You have the right to:

• Access your personal health information and request a copy of your records. A reasonable fee may apply as permitted by law.
• Request a correction if you believe your information is inaccurate or incomplete.
• Withdraw or limit your consent to certain uses or disclosures of your information, subject to legal and contractual limits. We will explain any impact this may have on your care.
• Opt out of text messages and emails at any time.
• Make a complaint to us about how we handle your information. If you are not satisfied with our response, you can contact the Information and Privacy Commissioner of Ontario at www.ipc.on.ca or 1-800-387-0073.

For privacy questions, requests to access or correct your records, or complaints, contact our privacy contact:

We may update this policy from time to time. The current version will always be posted on this page with its effective date.