Privacy Policy | Virtual Walk-In Clinic

Privacy Policy

Introduction

At Eden Telemed, we are committed to maintaining the confidentiality and protecting your privacy and personal information. The purpose of this Privacy Policy is to inform you about the types of Personal Information Eden Telemed (“we or “us”) collects, uses, and discloses in connection with the Eden Telemed website, edentelemed.ca (the “website” or “the Platform”) It explains how we use and disclose that information, the choices you have regarding such use and disclosure, and how you may correct that information.

We will only use your personal information in accordance with this Privacy Policy unless otherwise required by applicable law. We take measures to ensure that the personal information that we collect about you is adequate, relevant, not excessive, and used for limited purposes. All employees and contractors of Eden Telemed who collect, use, and disclose personal information must do so in accordance with this Privacy Policy. Whenever we engage a third-party service provider or work with a new partner, we ensure that the information is properly protected at all times.

Please read this privacy policy carefully to understand how we collect, use, and store your information. If you do not fully understand or agree with this privacy policy, your choice is to not use our Platform or our Website. This Privacy Policy should be read in conjunction with our Terms and Conditions. By accessing or using our Platform or Website you agree that you understand, accept, and consent to the practices described in this Privacy Policy and our Terms and Conditions. Please also note that this Privacy Policy may change from time to time.

Personal Information

“Personal Information” is information about an identifiable individual. Such information may include, but is not limited to :

-Your name

-Your date of birth

-Your address

-Your phone number

– Your email

– Your IP address

– Your requests for information

-Your health information (physical or mental)

-Any information that you may disclose to our healthcare providers that is related to providing care to you (symptoms, medical history, family’s health history, clinician observations, appointment history, diagnosis, results, and treatment information)

-Your personal health information found in your medical file, records, appointment notes, and communications between patients and our healthcare providers (including the name and information about your medical treatment, medications, prescriptions, lab tests, medical test results, and health number)

-Your personal, familial, financial, or legal situation, including your employment or career information

-Your purchases or orders

-Your financial, insurance, and billing information

-Your username or password

-Your credit card number

Collection Of Personal Information

We collect your personal information through forms and various means of communication between you and our platform, available through our Website, including when you :

-Visit and use our Website
-Make a transaction through the Website
-Request information about a product or service
-Use the interactive features of our website
-Communicate with us by phone, video or email
-During consultations when you provide us your personal information or when you receive care from our healthcare professionals
-Buy, order, return or exchange a product or service
-Create an account
-Sign up for a contest, promotion, promotional offer, mailing list, or newsletter
-Respond to a survey
-Use social media
-Apply for a job offer
-Ask a question or share your comments with us
-Sometimes, we may collect personal information from a third party with your consent or as otherwise permitted by the law.

Forms

We also use several forms to collect your personal information, which enable us to offer medical services in order to meet your needs and improve your health, including but not limited to consultation questionnaires, order forms, registration forms and payment forms.

Cookies And Similar Technologies

When you visit our Website, we may collect information through electronic means such as cookies. Cookies are a technology that allows a website to remember you and improve your browsing experience. For example, it allows you to identify yourself and login to your membership plan more quickly or remember which products are added to your cart when you shop online.

You have the option to block cookies by adjusting your browser settings. However, some features of the Website may no longer function properly. If you wish, you can also accept cookies, but block the sharing of information between different websites. Accessing the Website without first modifying your browser settings, constitutes an acknowledgment by the User and an acceptance of the use of cookies. Eden Telemed Inc. shall not be held responsible for any damage, loss, or expense arising from the use of cookies and similar technologies.

In addition, we use Google Analytics, which allows us to view information about user activity, such as pages visited and requests, IP address, and time spent on our Website. This information is depersonalized and presented in numerical form, meaning that it cannot be used to identify the user.

Objectives

Except in accordance with this privacy policy and unless permitted or required by law, Eden Telemed Inc. does not collect, use or share your personal information without your consent. We use this information for the purposes of managing our Website and improving our services in order to enhance your experience.

-Develop, improve and deliver products and services that meet your needs
-Better understand and analyze your needs to offer a better service
-Answer all your requests and questions
-Process or follow-up on your appointments, orders, requests or purchases
-Identify you, create and manage your account on our Website
-Facilitate and administer your access to the Eden Telemed Platform and to any consultations, information, products, healthcare services and your use of the -Platforms functionalities
-Communicate information and offers pertaining to our products and services
Statistics
-Advertising
-Remarketing
-Collaborate with third-party service providers such as, Physicians, Pharmacists and other healthcare professionals
-Inform you about new products or services that may be of interest to you
-Gather opinions and comments in regard to our operations
-Carry out our obligations arising from any contracts we may have
-Investigate legal claims
-Billing
-Notify you about changes to our platform or website
-Other purposes for which we may obtain consent from time to time
-Other uses as may be permitted or required by law

Sharing Of Personal Information

Unless you have provided consent or as permitted or required by law, Eden Telemed Inc. is committed not to market the personal information collected on the Website. However, in certain cases, we may disclose information to third-party service providers related to or mandated by Eden Telemed Inc. for the purposes of managing our Website, such as to collaborate with third-party service providers such as physicians, specialist doctors, pharmacists, clinics, physiotherapists, psychologists, nutritionists, lawyers, accountants, lab technicians, private laboratories, and other healthcare professionals, affiliates or partners of Eden Telemed involved in providing you with the services or the consultations, as well as for storage of personal information or data processing.

All professionals, affiliates, and third parties, whether as contractors or employees that are engaged to perform services on our behalf and are provided with Personal Information are required to adhere to this Privacy Policy, maintain the confidentiality of your personal information, and use it solely for the purposes for which we disclose it to them. When the disclosure of your personal information is part of a care plan or any other orientation and counseling services that you have agreed to, we will consider the agreed care plan or the orientation and counseling services to constitute implied consent.

We may also make disclosures of Personal Information in the following situations:

-To a potential acquirer in connection with a transaction involving a merger, acquisition, or sale of some or all of the business of Eden Telemed;
-To comply with any court order, law, or legal process, or to respond to any government or regulatory request;
-To third parties, for potentially life-saving information during medical emergencies, reporting infectious diseases or fitness to drive;
-To enforce or apply our Terms and Conditions
-If we believe disclosure is necessary or appropriate to protect the rights, property, or safety of Eden Telemed, our clients, or others
-To other companies and organizations for the purposes of fraud protection and credit risk reduction
for reporting purposes, including usage of our products and services, for marketing purposes, statistical analyses, or for research.

It is important to note that our Website may include links to third-party websites, plug-ins, services, social networks, or applications. Clicking on those links or enabling those connections may allow the third party to collect or share data about you. If you follow a link to a third-party website or engage a third-party plugin, please note that these third parties have their own privacy policies and we do not accept any responsibility or liability for these policies. We do not control these third-party websites, and we encourage you to read the privacy policy of every website you visit.

We may also use the information we have collected from you to allow us to display advertisements to our advertisers’ target audiences.

Protection of Personal Information

We have implemented several security measures to ensure the protection of your personal information, such as secure storage, network security, Hypertext Transfer Protocol Secure (HTTPS), Secure Sockets Layer (SSL) technology, access management, computer back-up, user login and password authentication for your membership plan. Eden Telemed also uses audio and video communication tools with end-to end encryption.

Access to your personal information is provided only to employees or healthcare providers affiliated with Eden Telemed Inc. who reasonably need to know this information for professional purposes or within the scope of their duties. Our team is committed to respecting the confidentiality of your information.

The safety and security of your information also depends on you. You are responsible for keeping your password to membership plans confidential. We recommend you not to share your password with anyone. It is also your responsibility to ensure that while using the Platform and during medical consultations, you are in a safe and private environment. 

Unfortunately, the transmission of information through the Internet is not always 100% secure. Although Eden Telemed does its best to ensure the protection of your personal information, we cannot guarantee the security of your personal information transmitted to our Platform. Any transmission of personal information is at your own risk. We are not responsible for the circumvention of any privacy settings or security measures contained on the Website. There is also no guarantee against data breaches. However, Eden Telemed has taken reasonable measures to prevent such a breach. In the event of a data breach, we will notify Users within a reasonable delay, apply remedial measures and notify any provincial or federal authority according to applicable laws.

Record Keeping and Retention

Your personal information is protected and stored in confidential and secure databases. We will use, disclose or retain it for as long as necessary for the purposes for which it was collected and as permitted or required by law, unless further retention is required for legitimate legal, regulatory or business purposes. When personal information is no longer required to be retained, we will securely destroy, erase or anonymize the information in accordance with applicable laws. We reserve the right to use anonymized data for any legitimate business reasons without notice or without your consent.

Some of your personal health information, such as patient records, cannot be deleted due to statutory retention requirements, ranging from 10 to 34 years. For any deletion request, please contact us at info@edentelemed.ca and we will inform you if we can honor your request.

Children under the age of 14

Our Website is not intended for children under 14 years of age. Children under 14 years of age may provide any personal information on our Website, only with the consent of his or her parents or legal guardian. Once the consent of the parents or legal guardian is received, we will collect, use and process all personal information collected in accordance with this Privacy Policy.

Any access or change to any personal health information of children under 14 years of age will be provided to the parent entitled to the information or the legal guardian only. We may request any relevant documentation from the parent or legal guardian, such as a copy of any custody and or any related court order,as necessary to obtain access to information or to make changes.

Access To Information and Updating of Data

Before granting access to your personal information, we may ask you to identify yourself. In this case, any information you provide will be used solely for this purpose.

We will do our best to ensure that your personal information is always complete and accurate. In addition, as much as possible, we will update your information when it is necessary. However, it is also your responsibility to update your personal information from time to time, when applicable. If you prefer, you may also provide us with your updated information by contacting us. At any time, you can challenge the accuracy or completeness of your Personal Information in our database. If you demonstrate that your Personal Information in our records is inaccurate or incomplete, we will amend the Personal Information as required. Where appropriate, we will transmit the amended information to third parties having access to your Personal Information.

If you make a written request to review any Personal Information about you that we have collected, used, or disclosed, we will provide you with any such Personal Information to the extent required by law. Sometimes, applicable law may allow or require us to refuse to provide you with access to some or all of the personal information that we have about you, or we may have destroyed, erased, or made your personal information anonymous in accordance with our record retention obligations and practices. If we cannot provide you with access to your personal information, we will inform you of the reasons why.

We will provide access to your personal information without any fees, subject to the following exceptions in accordance with privacy legislation:

-Information protected by solicitor-client privilege.
-Information that is part of a formal dispute resolution process.
-Information that is about another individual that would reveal their personal information or confidential commercial information.
-Information contained in patient medical files: you have the right to access your patient file kept by our healthcare professionals, including all the personal health information that it contains. If you request a copy of your patient file, it will be provided to you, subject to a reasonable fee. To request access to your patient file, contact us by email at info@edentelemed.ca. We may refuse access to your patient file if providing access would represent a significant risk to your health or may cause any adverse effect on your physical, mental, or emotional well-being, or reveal personal information about a third person or the existence of such information and the disclosure may seriously harm that third person, unless the third person consents or in the case of an emergency that threatens the life, health or safety of the person in question.

We use reasonable measures to ensure that information in your patient record is accurate. If you find any inaccuracies, you may request a change by notifying us in writing. We may decide to refuse a request to change information if we believe the change would violate any law or legal requirement or cause the information to be incorrect.

Withdrawal and Opposition Rights

You reserve the right to refuse to have your personal information used for certain purposes identified in this privacy policy.

In addition, you may decide that you would prefer that Eden Telemed Inc. not use your personal information for product or service promotion, marketing, or quality control purposes. We can then remove you from our mailing list or communication newsletter.

Consent

In general, Eden Telemed obtains your consent prior to collecting, and in any case, prior to using or disclosing your Personal Information for any purpose. You may provide your consent to us either orally, electronically or in writing. In limited circumstances, we may rely on a third party to obtain your consent to the sharing of your personal information with us. You may withdraw your consent by providing us notice. You may also instruct that your personal health information not be used or disclosed for healthcare purposes without your consent. Please note that if you withdraw your consent we may not be able to provide you with a particular product, service, or consultation and you may not be able to access the Platform or the Website anymore. 

By providing personal information to Eden Telemed Inc., you acknowledge that you have given your express, free and informed consent to this privacy policy.

Changes

It is our responsibility to update our privacy policy and post any changes we make on this page. The date that the privacy policy was last revised is always at bottom of this page. You are responsible for periodically visiting our Website and this Privacy Policy to check for any changes.

Comments

All comments, questions, concerns, or complaints regarding your Personal Information or this Privacy Policy, should be sent by email to: info@edentelemed.ca.

Last updated on December 8, 2022.