Privacy Policy

PRIVACY POLICY – HIGHLIGHTS

“CliniCall.Ca” is brought to you by the Burnaby Division of Family Practice Society (the “BDFP”) in conjunction with other participating divisions of the Family Practice Society (the “Other Divisions” and, together with the BDFP, the “Organization”, “we”, “us”, “our”) and we understand that your time is valuable. Therefore, we have set out below some important highlights of our Privacy Policy. You can obtain more information about how we collect, use, disclose and protect your personal information by reviewing our full Privacy Policy below.

What personal information do we collect?

  • Although we intend to generally limit the personal information we directly collect from our users, we do collect certain kinds of personal information directly from users of our website www.clinicall.ca (the “Website”), software and services related to the Website (together with the Website, “CliniCall”). The type and nature of the personal information we collect will vary depending on how you use CliniCall. Users may also provide additional information by choosing to fill out free-form fields on or through CliniCall, if any, and we may also collect and generate information from your access and use of CliniCall such as performance data of CliniCall (the “Usage Data”).
  • Unless and to the extent that we are coordinating, scheduling or otherwise managing healthcare services or other resources on behalf of one or more of our primary care network (“PCN”) members, such that we would require your name, email address and/or other contact information to enable us to complete such functions (in which case you will be explicitly prompted to provide such information), we will not directly collect your name, email address or other contact information. However, your clinic, physician and/or other healthcare service provider may collect this information on their website, booking platform, software and/or services, in which case you will be governed by such third party’s privacy policy. In some instances, the BDFP or the Other Divisions may be co-managing or otherwise operating (as applicable) your clinic, physician and/or other healthcare service provider, whereby the BDFP or such Other Division may directly or indirectly collect your personal information, in which case a separate privacy policy and additional terms and conditions will apply.
  • By using CliniCall, you are choosing to provide us with your personal information and you acknowledge and consent to the processing of your personal information in Canada.
  • We also use cookies on our Website and automatically collect certain information about the way our Website is used.
  • Our Website also collects users’ location information.

Why do we collect personal information and how is it used?

  • We collect personal information to:
    • facilitate the use and improvement of CliniCall;
    • coordinate, schedule or otherwise manage, or co-manage healthcare services or other resources on behalf of one or more of our PCN members; and
    • operate, manage, or co-manage (as applicable) a clinic, physician practice and/or healthcare service provider (in which case, a separate privacy policy and additional terms and conditions will apply); and
    • evaluate programs and services,
  • we also use the Usage Data in aggregate and de-identified form for research.

Is personal information shared or disclosed?

  • Personal information provided to us is never sold or rented to other organizations.
  • In cases where we have requested, and you have provided us with, personal information to register for, participate in or otherwise use a healthcare service or resource provided by a member in a PCN of the BDFP or the Other Divisions, we will share your personal information with such PCN member(s) but only to the extent required for them to deliver such services and/or resources.
  • We also use certain third party service providers who may access the information we collect.
  • We may also disclose or share personal information for fraud prevention, and other permitted disclosures under applicable law.

How do we protect personal information?

We have implemented safeguards to protect personal information under our control, and regularly review our practices to ensure they align with reasonable practices appropriate to the level of sensitivity of the information, in order to safeguard personal information against loss or theft, unauthorized access, alteration or disclosure.

What are the risks?

Although we take steps to safeguard the personal information under our control, “perfect security” does not exist online or elsewhere. In particular, we cannot guarantee the security of information posted or transmitted using Clinicall. It is possible that third parties may unlawfully intercept or access such information.

What are your choices?

  • You may request access to and review of your personal information in our possession, subject to certain limitations.
  • You may also request that we change or delete your personal information in our possession. We will make best efforts to comply with such requests, subject to certain limitations.

What else should you know?

  • We may amend our Privacy Policy from time-to-time. Although we will notify you of major changes, we encourage you to check for updates.
  • You can contact us with questions, complaints or to access your personal information at clinicallprivacy@burnabydivision.ca.

PRIVACY POLICY

“CliniCall.Ca” is brought to you by the Burnaby Division of Family Practice Society Society (the “BDFP”) in conjunction with other participating divisions of the Family Practice Society (the “Other Divisions” and, together with the BDFP, the “Organization”, “we”, “us”, “our”) and we respect and uphold individual rights to privacy and the protection of personal information while balancing such rights with our need to process your personal information to manage our business and deliver our services to you. Based on applicable privacy and data protection principles common to Canada and other jurisdictions to which we are subject to, we have developed this privacy policy (the “Policy”) to explain our practices for processing your personal information. This Policy does not apply to our employees’ personal information or any anonymized information.

This Policy describes our practices with respect to how we may collect, use, disclose, retain, dispose and otherwise process (collectively, “process”) and how you may correct, update and access your personal information that you provide as a user of (a) the website operated at www.clinicall.ca, and other locations from time to time (the “Website”, (b) any front-end software we provide you that interacts or interfaces with the Website (the “Software”), excluding third party software that may interact with the Website or the Service as defined below, and (c) the services we provide through the Website and/or the Software (the “Service” and, together with the Website and the Software, “CliniCall”). This Policy references the general Terms of Use for CliniCall, which are posted on the Website and form an integral part of the Terms of Use. All capitalized terms not otherwise defined herein have the meaning provided in our Terms of Use.

CliniCall contains links to other platforms, applications or Internet resources, including the booking platform or webpage of physicians clinics and/or other healthcare services or resources. When you click on or are redirected to one of those links, such as by pressing “Book Now”, you are contacting another Internet resource. We have no responsibility or liability for, or control over, those other Internet resources or their collection, use and disclosure of your personal information. We encourage you to read the privacy policies of those other Internet resources to learn how they collect and use your personal information.

PLEASE READ THIS PRIVACY POLICY CAREFULLY. By using CliniCall, or otherwise by choosing to provide us with your personal information, you acknowledge and consent to the processing of your personal information in Canada in accordance with this Policy and as may be further identified when the personal information is collected. If you do not consent to the processing of your personal information in accordance with this Policy, please do not access or continue to use CliniCall, or otherwise provide any personal information to us.

1. Personal Information

For the purposes of this Policy, “personal information” means any identifiable information about an individual, including but not limited to an individual’s name, home address, location, telephone number, email address, except any other information otherwise exempted by the applicable laws of Canada and other jurisdictions. For example, in Canada, personal information does not include any business contact information that is processed solely to communicate with that person about his or her employment or profession.

We intend to generally limit the personal information we directly collect from you to information we collect and generate from your access and use of CliniCall, such as performance data of CliniCall (i.e. Usage Data). However, in certain instances you may also provide additional information by choosing to fill out free-form fields on or through CliniCall, if any.

Unless and to the extent that we are coordinating, scheduling or otherwise managing healthcare services or other resources on behalf of one or more of our primary care network (“PCN”) members, such that we would require your name, email address and/or other contact information to enable us to complete such functions (in which case you will be explicitly prompted to provide such information), we will not directly collect your name, email address or other contact information. However, your clinic, physician and/or other healthcare service provider may collect this information (including, your name, email address, mailing address, and phone number, and other unique identifiers such as username, account number, and password) on their website, booking platform, software and/or services, in which case you will be governed by such third party’s privacy policy. As such, we encourage you to read the privacy policies of such clinics, physicians and/or other healthcare service providers to learn how they collect and use your personal information.

In some instances, the BDFP or the Other Divisions may operate, manage, or co-manage (as applicable) a clinic, physician practice and/or healthcare service provider, whereby the BDFP or such Other Division may directly or indirectly collect your personal information (including, your name, email address, mailing address, and phone number, and other unique identifiers such as username, account number, and password), in which case the separate privacy policy and additional terms and conditions of such clinic, physician and/or other healthcare service provider will apply.

Your personal information may be collected when:

  • You use CliniCall;
  • You use third party links to a clinic, physican and/or other healthcare service provider’s website, application or booking system;
  • You expressly provide us with your personal information for the purposes of engaging in certain healthcare services or other resources that are managed, coordinated and/or scheduled by us on half of any PCN members;
  • You connect with us through social media; and
  • We collect data from third parties or publicly available sources.

We only collect personal information that we need. We encourage you to not provide us with any personal information beyond what is necessary and as requested by us.

Collection from Third Parties

We may collect your personal information from clinics, physicians and/or other healthcare service providers that the BDFP or the Other Divisions are co-managing or otherwise operating and in other instances where you expressly consent or we are otherwise exempted, required or permitted by applicable laws to do so. We otherwise do not knowingly collect information from third parties.

If we collect your personal information from a clinic, physician, other healthcare service provider and/or third party, we will only process that information for the specific purpose for which it was provided to us in accordance with this Policy and the policy under which that information was collected.

Links to Other Sites

To the extent that CliniCall contains links to other sites, the owners of those sites are responsible for the privacy practices or content of those other sites. We do not endorse and will not be responsible for the privacy practices on third party applications.

Information about Minors

This site is intended solely for users who are 19 years old and over OR for users who are under 19 years old AND have the consent of their parent or guardian.

We do not knowingly collect personal information about any minor. No such minor, should use CliniCall or otherwise submit such minor’s personal information to us through CliniCall or otherwise for any reason and under any circumstances without express consent from their parent or guardian.

2. Purpose for Which Personal Information is Processed

We may process your personal information for the following purposes (the “Purposes”):

  • To ensure that CliniCall is optimized for your use and benefit;
  • To analyze user experience and improve CliniCall;
  • To operate, maintain and provide to you the Service, features and functionality of the Website or Software;
  • To coordinate, schedule or otherwise manage, or co-manage healthcare services or other resources on behalf of one or more of our PCN members;
  • To operate, manage, or co-manage (as applicable) a clinic, physician practice and/or healthcare service provider (in which case, a separate privacy policy and additional terms and conditions will apply);
  • To carry out our obligations arising from any contracts entered into between you and us;
  • To comply with internal policies and procedures and other legal, accounting, or security requirements;
  • To share your personal information with our employees, contractors, consultants, PCN members and other third party service providers such as application hosting providers or customer service agencies (“Third Party Processors”) who require this information to assist us with establishing, maintaining and managing our relationship with you and optimizing and providing CliniCall for your use and benefit. Please note that we may change or add Third Party Processors at any time, in our sole discretion, either in Canada or elsewhere. We encourage you to reference this Policy from time-to-time, to obtain updated information. Given the nature of cloud services, personal information may be stored outside Canada, anywhere in the world, and may be accessible to foreign courts, law enforcement and national security authorities in the jurisdiction(s) where it is transferred or stored.

We will only process your personal information for the Purposes for which we intend to process such information. Otherwise, we will not process your personal information without your consent.

3. Disclosure of Your Personal Information

We may disclose your personal information for the Purposes as described in this Policy in the following ways:

  • To our employees and contractors;
  • To our business partners, including PCN members;
  • To our service providers including application hosting providers, advertising agencies, payment processors and customer service agencies; and
  • To law enforcement, government or regulatory bodies, or other lawful authorities.

4. Legal Basis for Processing Your Personal Information

Consent

We will process your personal information only with your knowledge and consent, except where exempted, required or permitted by applicable laws. The form of consent may vary depending on the circumstances and the type of information being requested. Your consent may be express with clear options to say “yes” or “no”, such as by being asked to check a box to indicate your consent, or implied, such as when you provide us with your address through a form or email seeking information and we use those means to respond to your request. Your consent can also be provided by your authorized representative. Taking into account the sensitivity of your personal information, purposes of collection, and your reasonable expectations, we will obtain the form of consent that is appropriate to the personal information being processed. By using CliniCall, or otherwise by choosing to provide us with your personal information, you acknowledge and consent to the processing of your personal information in accordance with this Policy and as may be further identified when the personal information is collected. When we process your personal information for a new purpose, we will document that new purpose and ask for your consent again.

If you do not consent to the processing of your personal information in accordance with this Policy, please do not access or continue to use CliniCall or otherwise provide any personal information to us. You may refuse to provide consent or may notify us at any time that you wish to withdraw or change your consent to the processing of your personal information without penalty, subject to legal or contractual restrictions and reasonable notice by (i) changing your privacy preferences through the Website or Software, (ii) stopping use of CliniCall, (iii) opting out of the use of your personal information by contacting our Privacy Officer (see Section 9 below). However, if you withdraw or change your consent, some aspects and other functions of CiniCall may not function adequately.

Other Legal Bases

Aside from consent, we may also process your personal information under other legal bases, as permitted by the applicable laws.

5. Security of Personal Information

The security of your personal information is important to us. We protect personal information using physical, technological and organizational safeguards. We regularly review our practices to ensure they align with reasonable industry practices appropriate to the level of sensitivity to safeguard personal information against loss or theft, unauthorized access, alteration or disclosure.

However, no method of transmission over the Internet, or method of electronic storage, is completely secure; as such, despite our safeguards and protocols, we cannot fully guarantee the security of your personal information and you should always exercise caution when disclosing personal information over the Internet. ANY USE OF CLINICALL AND/OR TRANSMISSION OF YOUR PERSONAL INFORMATION IS AT YOUR OWN RISK.

6. Requests for Access to and Correction of Personal Information

Applicable privacy laws allow, to varying degrees, individuals the right to access and/or request the correction of errors or omissions in his or her personal information that is in our custody or under our control. You may request access to and review of your personal information in our possession. However, access may be declined where permitted or required by applicable law.

You may request that we change or delete your personal information in our possession. We reserve the right not to change any personal information if we do not agree that it is inaccurate or outdated, but will append any alternative text the individual concerned believes appropriate.

If access cannot be provided, we will notify the individual making the request within 30 days, in writing, of the reasons for the refusal.

7. Retention of Your Personal Information

We generally keep personal information for only as long as it is needed to accomplish the purposes for which it was collected, or as needed for authorized or legitimate purposes. More specifically, we retain personal information as long as necessary for the fulfillment of the identified purposes for its collection or as otherwise necessary to comply with applicable laws or protect our interests. When personal information is no longer necessary or relevant for the identified purposes, or is required to be retained by applicable laws, we will take steps to have it deleted, destroyed, erased, aggregated or made anonymous. We use reasonable industry practices to ensure we have adequate controls, schedules and practices for information and records retention and destruction which apply to personal information.

8. Updates or Changes to this Policy

This Policy was last updated on July 11, 2023. We will occasionally update this Policy and revise the “last updated” date appearing in this paragraph.

If we make any material changes we will either (a) notify you by email (sent to the email address listed in your account), or (b) provide a notice on the Website or otherwise through the Service before the change becomes effective. Any change to this Policy will apply to existing information, as well as information collected onwards from the date that this Policy is posted or on the date as specified in the notification. We encourage you to periodically review this page for the latest information on our privacy practices to ensure you are aware of any changes. Your continued use of the Service signifies your acceptance of any changes to this Policy.

9. Contact Information for Privacy Officer

You can direct any questions or concerns regarding our compliance with this Policy and our processing of your personal information to our Privacy Officer by emailing clinicallprivacy@burnabydivision.ca.

If you are not satisfied with our Privacy Officer’s response to your question or concern, you may be able to file a complaint under applicable privacy laws. Our Privacy Officer will provide you with the contact information to do so if requested. We strive to offer an accessible and simple complaint procedure. We will promptly investigate all complaints received, and if a complaint is justified, we will take the necessary steps to resolve the issue in question. End of Policy