Privacy Policy

1. Information We Collect

We may collect personal identification information (name, date of birth, BC Care Card number, contact details), health information (medical history, diagnoses, test results, medications, referral letters, and consultation notes), administrative information (appointment records, billing information, and correspondence), telehealth session information (video or audio consultation records, technical connection data, and platform identifiers where applicable), and website usage information (IP address, browser type, and pages visited).

2. How We Use Your Information

We use your personal information to provide specialist medical consultations and related healthcare services, including in-person and virtual (telehealth) appointments; communicate with you and your referring physician regarding appointments, test results, and follow-up care; process administrative and billing functions; comply with legal and regulatory obligations including those set out by the CPSBC and the BC Ministry of Health; and improve the quality and safety of our services.

3. Telehealth Services

Centrio Medical offers telehealth consultations as an alternative to in-person visits where clinically appropriate. By participating in a telehealth appointment, you acknowledge and consent to the following: (a) Telehealth sessions are conducted using secure, encrypted video or telephone platforms. We take reasonable steps to ensure the confidentiality of virtual consultations; however, no electronic transmission is entirely risk-free. (b) You are responsible for ensuring you are in a private location during your telehealth appointment to protect your own privacy. (c) Telehealth consultations are subject to the same standard of care and confidentiality obligations as in-person visits, in accordance with CPSBC guidelines. (d) Telehealth services are available to patients physically located in British Columbia at the time of the consultation, consistent with BC physician licensing requirements. (e) Sessions are not recorded by Centrio Medical without your explicit prior consent. If recording is required for clinical or quality assurance purposes, you will be informed and asked to consent before the session begins. (f) In the event of a technical failure during a telehealth session, our clinic will make reasonable efforts to reconnect or reschedule the appointment. (g) Telehealth is not appropriate for all clinical situations. Your physician will advise you if an in-person visit is required.

4. Disclosure of Your Information

We do not sell or rent your personal information. We may share your information with referring and treating physicians, laboratories and diagnostic facilities, telehealth platform providers (subject to data processing agreements that require them to protect your information), and as required by law. We may also share information for any other purpose with your explicit consent.

5. Consent

By attending our clinic, participating in a telehealth consultation, or submitting information through our website, you consent to the collection, use, and disclosure of your personal information as described in this policy. For telehealth services, verbal or written consent will be obtained prior to your first virtual appointment. You may withdraw consent at any time, subject to legal or contractual restrictions, by contacting us in writing. Withdrawal of consent for telehealth does not affect your ability to receive in-person care.

6. Retention of Information

We retain personal health information, including records of telehealth consultations, for a minimum of 10 years from the date of last service, or as otherwise required by applicable law. After the retention period, records are securely destroyed.

7. Security

We implement appropriate administrative, technical, and physical safeguards to protect your personal information against unauthorized access, disclosure, alteration, or destruction. These measures include secure electronic health record systems, restricted staff access, secure fax and communication protocols, and encrypted telehealth platforms that comply with BC privacy standards. Telehealth platforms used by Centrio Medical are selected to meet or exceed the security requirements outlined by the CPSBC and the BC Freedom of Information and Protection of Privacy Act (FIPPA) where applicable.

8. Access and Correction

You have the right to request access to your personal health information held by our clinic, including records of telehealth consultations, and to request corrections if the information is inaccurate or incomplete. To make such a request, please contact our Privacy Officer in writing. We will respond within 30 days.

9. Website and Cookies

Our website may use cookies and similar technologies to improve your browsing experience. We do not use tracking cookies for advertising purposes. You may disable cookies through your browser settings; however, some features of the website may not function properly as a result.

10. Third-Party Links

Our website may contain links to third-party websites, including telehealth platform portals. We are not responsible for the privacy practices or content of those sites. We encourage you to review the privacy policies of any third-party sites or platforms you use in connection with our services.

11. Changes to This Policy

We may update this Privacy Policy from time to time, including to reflect changes in telehealth regulations or CPSBC guidelines. The most current version will always be posted on our website with the effective date noted at the top. Continued use of our services following any changes constitutes your acceptance of the updated policy.

12. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or the handling of your personal information, please contact our Privacy Officer.

If you are not satisfied with our response, you may contact the Office of the Information and Privacy Commissioner for BC at www.oipc.bc.ca.