Privacy Policy

RISE Physiotherapy (“RISE,” “we,” “us,” or “our”) respects your privacy and the confidentiality of your personal health information.

This policy explains how we collect, use, disclose, and protect information when you visit our website, contact us, book an appointment, or receive services at our Shelburne or Orangeville clinic.

We handle information in accordance with applicable privacy laws, including Ontario’s Personal Health Information Protection Act, 2004 (PHIPA) and, where applicable, the federal Personal Information Protection and Electronic Documents Act (PIPEDA).

Depending on your interactions with us, we may collect:

Contact and administrative information

• Your name, date of birth, address, email address, and telephone number.
• Appointment details and communication preferences.
• Information you provide through enquiries or correspondence.
• Emergency contact or authorized representative information, where appropriate.

Personal health information

• Relevant medical history, symptoms, injuries, and health concerns.
• Assessment findings, treatment plans, clinical notes, and progress records.
• Referrals, reports, and information from other health professionals, with appropriate consent or other legal authority.

Billing and payment information

• Billing details, payment records, and insurance information needed to process payments or authorized claims.

Website information

• Our website and hosting services may collect technical information such as your IP address, browser and device type, pages requested, and access times. Additional information collected through cookies or optional tools is described in Section 7.

We limit collection to information reasonably necessary for the identified purpose, unless otherwise required by law.

We generally collect information directly from you when you contact us, complete forms, book appointments, or receive care.

Where appropriate and authorized, we may also receive information from your representative, referring practitioner, another health professional, or an insurer.

Online booking and intake services may collect information on our behalf.

We use information, as appropriate, to:

• Respond to enquiries and arrange appointments.
• Assess your needs, provide treatment, and maintain clinical records.
• Coordinate care with authorized health professionals.
• Send appointment confirmations, reminders, and necessary service updates.
• Process payments and authorized insurance claims.
• Manage clinic operations, quality assurance, and security.
• Meet legal, professional, and regulatory obligations.

We do not sell or rent personal information or patient records.

We obtain consent for the collection, use, and disclosure of information where required by law. Depending on the circumstances, consent may be express or implied.

Where permitted by PHIPA, we may rely on implied consent to share relevant information with health professionals involved in your care. Other disclosures may require express consent unless otherwise permitted or required by law.

You may ask about our information practices, place restrictions on certain uses or disclosures, or withdraw consent by contacting our privacy contact. Restrictions and withdrawal apply subject to legal requirements and may affect the services we can provide. We will explain any relevant consequences.

Visiting this website or submitting an enquiry does not, by itself, authorize unrelated marketing or unrestricted sharing of your health information.

We may disclose information:

• To authorized clinic personnel who need it for their duties.
• To health professionals involved in your care, with appropriate consent or legal authority.
• To insurers or other payers where authorized or otherwise permitted by law.
• To service providers supporting functions such as hosting, booking, clinical records, payment processing, and communications.
• To your authorized representative, where permitted.
• Where disclosure is required or permitted by law.

We limit disclosures to information reasonably necessary for the purpose and require appropriate confidentiality and privacy protections from service providers handling information on our behalf.

Sharing a building with another business does not, by itself, authorize that business to access your patient information.

Our website may direct you to an external booking platform. Information submitted for clinic booking or intake is handled through that platform on our behalf. Its privacy notice may also explain how it handles account and technical information.

Booking platform: Appointments are managed through JaneApp (JaneApp Privacy Policy).

We may communicate about enquiries, appointments, and care arrangements using your chosen contact methods, subject to applicable consent requirements.

Ordinary email and text messages may carry privacy risks. Please avoid sending detailed medical histories, photographs, or other sensitive health information through general website forms, ordinary email, or text messages. Contact us to arrange an appropriate way to share it.

If we offer promotional emails or texts, we obtain the consent required by law and provide a way to unsubscribe. Promotional consent is optional and is not a condition of receiving treatment. You may also contact us to change your communication preferences.

Our website may use cookies or similar technologies to support functionality and remember preferences.

Our website uses standard essential cookies to support basic navigation, preserve session security, and load appointment booking widgets. We do not use third-party cross-site advertising cookies.

Browser settings can help manage cookies, although disabling some cookies may affect website features.

Consent for optional tracking is separate from consent to receive treatment or clinic communications.

We use reasonable administrative, technical, and physical safeguards appropriate to the sensitivity of the information. Access is limited to authorized individuals who need information to perform their duties.

No storage or transmission method is completely secure. If a privacy breach occurs, we take appropriate steps to contain and investigate it and provide notifications required by law.

All digital patient data and appointment records are hosted on secure, Canadian-based cloud infrastructure complying with PHIPA and PIPEDA standards.

We retain information for the purposes for which it was collected and to meet applicable legal and professional requirements.

Physiotherapy clinical and financial records are generally retained for at least 10 years after the last patient encounter or, for patients who are minors, for at least 10 years after they reach or would have reached age 18, whichever is later. Longer retention may be necessary in some circumstances.

Other information, such as website enquiries, is retained according to its purpose and applicable requirements. Information no longer required is securely destroyed or appropriately de-identified.

You may request access to your personal information or patient records and ask us to correct information you believe is inaccurate or incomplete.

We may need to verify your identity or authority before responding. Access and correction rights are subject to applicable legal exceptions. Any permitted fees will be explained in advance.

Requests to access personal health information are generally answered within 30 days, subject to extensions permitted by law.

You may ask about deletion of information that is no longer required. However, we cannot necessarily delete clinical or financial records that we must retain.

When providing care to children or individuals represented by a substitute decision-maker, we handle information and obtain consent according to applicable law.

A parent, guardian, or other representative’s ability to access information or make privacy decisions depends on their legal authority and the individual’s capacity and circumstances.

Our website may link to external websites or services. Their privacy practices may differ from ours. Review the relevant privacy notice before providing information to an external service.

We may update this policy to reflect changes in our practices or legal obligations. The current version will appear on this page with its effective date.

Where required, we will provide additional notice or obtain consent before using information for a new purpose.

For questions, access or correction requests, or privacy concerns, contact:

Please avoid including sensitive health information in an initial email. We can arrange an appropriate way to discuss your request.

You may also raise a concern about the handling of your personal health information with the Information and Privacy Commissioner of Ontario at www.ipc.on.ca.