Privacy Policy

Phoenix Rehab & Holistic Health Centre (“Phoenix Rehab”, “we”, “our”, or “us”) is a multidisciplinary rehabilitation clinic located in Burnaby, British Columbia. We are committed to protecting the privacy of your personal information, including your personal health information, in accordance with British Columbia’s Personal Information Protection Act (PIPA) and the federal Personal Information Protection and Electronic Documents Act (PIPEDA). This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website https://phoenixrehab.ca, receive clinical services, or communicate with us.

1. Information We Collect

In the course of providing healthcare services and operating our clinic, we collect the following categories of information:

• Personal Identification Information: name, date of birth, home address, phone number, and email address, collected when you:
  • Register as a patient or book an appointment
  • Submit an inquiry through our contact form
  • Subscribe to our newsletter or wellness communications
  • Call, email, or visit us in person
• Personal Health Information: As a healthcare clinic, we collect detailed health information necessary to provide safe and effective treatment. This includes your medical history, current symptoms and conditions, assessment findings, treatment plans, clinical notes, progress records, diagnostic imaging or lab results you provide, and any information shared by referring practitioners. This information is collected directly from you during intake, assessments, and treatment, and may also be received from other healthcare providers with your consent.
• Payment and Insurance Information: credit or debit card details (processed securely through Stripe), extended health insurance policy numbers, ICBC or WorkSafeBC claim numbers, and MSP Personal Health Numbers, collected for billing and direct billing purposes.
• Website Usage Data: When you visit our website, we automatically collect certain technical information through cookies and analytics tools, including:
  • IP address and approximate geographic location
  • Browser type, device type, and operating system
  • Pages visited, referring URLs, and time on site
  • Interactions with forms, buttons, and booking links

2. How We Use Your Information

We use your personal information and personal health information for the following purposes:

• Providing clinical care: conducting assessments, developing treatment plans, delivering treatments, and documenting clinical progress across all disciplines at our clinic
• Appointment management: scheduling, confirming, and sending reminders for your appointments via email, SMS, or phone
• Billing and insurance: processing payments, submitting claims to extended health insurers, ICBC, WorkSafeBC, and MSP on your behalf
• Internal collaboration: sharing relevant clinical information among your treating practitioners within our clinic to coordinate your care (see Section 3 below)
• Regulatory compliance: fulfilling record-keeping requirements mandated by BC regulatory colleges (e.g., College of Physical Therapists of BC, College of Traditional Chinese Medicine Practitioners and Acupuncturists of BC)
• Communications: sending appointment reminders, wellness information, and promotional offers (marketing communications require your express consent and you may opt out at any time)
• Website improvement: analyzing aggregated and anonymized website usage data to improve site functionality and user experience
• Legal obligations: responding to lawful requests from regulatory bodies, law enforcement, or as otherwise required by law

3. Multidisciplinary Care & Circle of Care

Phoenix Rehab is a multidisciplinary clinic offering Physiotherapy, Registered Massage Therapy, Chiropractic Care, Acupuncture & Traditional Chinese Medicine, Kinesiology, and Clinical Counseling. To provide you with coordinated, effective care:

• Your treating practitioners within our clinic may access and share relevant portions of your health record with other practitioners involved in your active care. For example, your physiotherapist may share assessment findings with your chiropractor or massage therapist if collaborative treatment will benefit your recovery.
• This sharing occurs within the “circle of care” as recognized under BC PIPA and is based on implied consent when you seek treatment at a multidisciplinary clinic.
• Only practitioners directly involved in your treatment will access your records. Administrative staff access is limited to scheduling and billing functions.
• Clinical Counseling records are treated with heightened confidentiality. Counseling notes are not shared with other practitioners at the clinic unless you provide specific, written consent.
• You may limit or withdraw consent for information sharing between practitioners at any time by notifying our Privacy Officer. Please be aware that restricting information sharing may affect the ability of our team to coordinate your care.

4. Disclosure to Third Parties

We do not sell, rent, or trade your personal information. We may disclose your information to the following third parties, only as necessary and with appropriate safeguards:

• Jane App (our electronic medical records and practice management platform): stores your patient records, appointment history, and billing data. Jane App servers are hosted in Canada.
• Insurance providers (Pacific Blue Cross, Sun Life, Manulife, Canada Life, and others): we submit claims electronically on your behalf for direct billing, with your consent provided at intake.
• ICBC, WorkSafeBC, and MSP: we submit treatment records and billing information as required by these programs when you are being treated under a claim.
• Stripe (payment processor): processes credit and debit card payments securely. Stripe is PCI-DSS Level 1 certified. We do not store your full card number on our systems.
• MailerLite (email marketing platform): receives your name and email address only if you opt in to receive marketing communications. You may unsubscribe at any time.
• Regulatory colleges and professional bodies: we may disclose records as required during audits, investigations, or quality assurance processes mandated by the applicable BC regulatory college.
• Law enforcement or courts: only when required by a valid legal order, subpoena, or when necessary to prevent imminent harm.

5. Cookies, Analytics & Advertising

Our website uses cookies and tracking technologies to improve your experience and measure site performance:

• Google Tag Manager and Google Analytics: track aggregated website usage data such as pages visited, session duration, and traffic sources. This data is anonymized and is not linked to your patient records.
• Google Ads Conversion Tracking: measures when a website visitor completes an action such as submitting a booking request. This data helps us understand which services patients are seeking. No personal health information is transmitted to Google.
• Essential cookies: required for basic website functionality such as language preferences.

You may disable non-essential cookies through your browser settings. Disabling cookies will not affect your ability to book appointments or access clinic information.

6. Data Security

We implement the following measures to protect your personal information and personal health information:

• Electronic records are stored in Jane App, a Canadian-hosted, PIPEDA-compliant practice management platform with encrypted data transmission (TLS/SSL) and encrypted data at rest.
• Access to patient records is role-based: only your treating practitioners and authorized administrative staff can access your file, and only for purposes related to your care or billing.
• Staff are trained on privacy obligations under PIPA and their respective regulatory college codes of ethics.
• Payment card data is processed by Stripe and is never stored on our local systems or servers.
• Any physical records (e.g., paper intake forms) are stored in locked cabinets within the clinic and are accessible only to authorized personnel.
• Our clinic premises are secured with restricted access during and outside of operating hours.

7. Data Retention

We retain your personal health information in accordance with the requirements of BC regulatory colleges and applicable law:

• Clinical records for adult patients are retained for a minimum of 7 years following your last visit, or longer as required by the applicable regulatory college (retention periods vary by discipline and may extend to 16 years in certain cases).
• Records for patients who were minors at the time of treatment are retained for a minimum of 7 years after the patient reaches the age of 19.
• Financial and billing records are retained for a minimum of 7 years as required by the Canada Revenue Agency.
• Website analytics data is retained in aggregated, anonymized form and is not linked to patient identities.
• When retention periods expire, records are securely destroyed: electronic records are permanently deleted and physical records are shredded.

8. Your Rights Under PIPA

Under BC’s Personal Information Protection Act, you have the following rights:

• Right to access: You may request a copy of the personal information and health records we hold about you. We will respond within 30 business days of receiving your written request.
• Right to correction: If you believe any information in your file is inaccurate or incomplete, you may request a correction. If we disagree with the correction, we will note your request on your file.
• Right to withdraw consent: You may withdraw consent for marketing communications at any time by clicking “unsubscribe”, replying STOP to an SMS, or contacting us. You may also withdraw consent for information sharing between practitioners (see Section 3). Please note that you cannot withdraw consent for uses required by law or regulatory obligation.
• Right to complain: If you are not satisfied with how we handle your personal information, you may file a complaint with our Privacy Officer. If the matter is not resolved, you have the right to file a complaint with the Office of the Information and Privacy Commissioner of British Columbia (OIPC) at www.oipc.bc.ca.

Access requests are processed free of charge. If your request requires extensive search or retrieval, we will notify you of any reasonable cost before proceeding.

To exercise any of these rights, submit a written request to our Privacy Officer at: admin@phoenixrehab.ca

9. Consent

We rely on the following forms of consent:

• Implied consent: When you voluntarily provide personal and health information for the purpose of receiving treatment at our clinic, consent is implied for the collection, use, and disclosure of that information within the circle of care and for directly related billing purposes.
• Express consent: We obtain your written or verbal express consent before sharing your information outside the circle of care, sending you marketing communications, or using your information for any purpose not described in this policy.
• Consent at intake: When you register as a new patient, you will be asked to review and sign a consent form that covers the collection and use of your personal health information for treatment, billing, and internal collaboration.

10. SMS Messaging Policy

By providing your mobile number to Phoenix Rehab, you consent to receive SMS messages related to appointment reminders, scheduling updates, clinic announcements, and promotional communications.

• Consent: By opting in, you agree to receive SMS messages from Phoenix Rehab.
• Privacy: Your phone number will not be shared with third parties for marketing purposes.
• Message Frequency: Message frequency may vary and may include recurring messages depending on your interactions with us (e.g., appointment confirmations, reminders, promotions).
• Opt-Out: You may opt out of receiving SMS messages at any time by replying STOP.
• Help: For assistance, reply HELP.
• Message and Data Rates: Standard message and data rates may apply according to your mobile carrier plan.
• Support: For more information, contact us at admin@phoenixrehab.ca.

11. Breach Notification

In the event of a breach of security safeguards involving your personal information that creates a real risk of significant harm, we will notify you and the Office of the Information and Privacy Commissioner of Canada as required under PIPEDA. Notification will include a description of the breach, the information involved, and steps we are taking to reduce the risk of harm.

12. Third-Party Links

Our website may contain links to third-party websites (e.g., insurance provider portals, regulatory college directories). We are not responsible for the privacy practices or content of those sites. We encourage you to review their privacy policies before providing any personal information.

13. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. Updates will be posted on this page with the revised “Effective Date” at the top. For material changes, we will make reasonable efforts to notify you by email or through a notice on our website.

14. Privacy Officer & Contact

Our Privacy Officer is responsible for ensuring compliance with this policy and applicable privacy legislation. If you have questions, concerns, or wish to exercise your rights, please contact us: