At FlexMD, we are committed to protecting the privacy and confidentiality of our patients' personal health information. This policy outlines how we collect, use, and safeguard your data in compliance with the Personal Health Information Protection Act (PHIPA) and the Personal Information Protection and Electronic Documents Act (PIPEDA).

Our commitment to your privacy

FlexMD acts as a health information custodian under Ontario law. We recognize that health care information is highly sensitive and we take every reasonable precaution to protect it from unauthorized access, loss, or theft.

• Accountability: We have designated a Privacy Officer to oversee our compliance and respond to any inquiries you may have regarding your data.
• Transparency: We only collect the information necessary to provide you with high quality clinical services.
• Safeguards: Our Markham health clinic utilizes physical, administrative, and technological protections to ensure your records remain secure.

What information do we collect?

To provide effective occupational therapy, child life services, and medical care, we must collect specific details regarding your health and identity.

• Personal Identification: Your name, date of birth, home address, and contact information.
• Health History: Medical records, treatment plans, assessment results, and notes from your health care team.
• Billing Information: Your health insurance details and payment history for the purpose of clinic booking and processing claims.

How we use and disclose your information

Your information is primarily used within the "circle of care" to provide and coordinate your treatment. This includes sharing data with other health care providers involved in your recovery.

• Treatment Purposes: To evaluate your health needs and provide personalized therapy for health.
• Direct Billing: To process insurance claims through direct billing for clinical services.
• Quality Improvement: To conduct internal audits and improve our Markham health center operations.
• Legal Requirements: We may disclose information without consent if required by law, such as in cases of public health reporting or a court order.

Your rights and choices

As a patient of FlexMD, you have significant rights over your personal health information. We encourage you to be an active participant in how your data is managed.

• Access to Records: You have the right to view or receive a copy of your medical records held at our Markham medical center.
• Request for Correction: If you believe there is an error in your file, you may request a correction to ensure your health record is accurate.
• Withdrawal of Consent: You may withdraw or limit your consent for the use of your information at any time, subject to legal or contractual restrictions.
• Lockbox Requests: You may request that specific parts of your record remain private from certain members of your health care team.

Electronic communication and security

FlexMD uses modern technology to improve the patient experience, but we recognize the risks associated with digital communication.

• Email and SMS: We only use unencrypted email for administrative purposes, such as clinic booking or appointment reminders. We require your express consent before communicating clinical information via email.
• Website Cookies: Our website may use cookies to improve user experience. You can manage these settings through your browser at any time.
• Third Party Services: Any third party service we use for data processing is contractually bound to provide a comparable level of privacy protection.

Contact our Privacy Officer

If you have questions about our privacy practices or wish to make a formal complaint, please contact our office directly. We are committed to resolving your concerns promptly and fairly.

Mailing Address:

Privacy Officer, FlexMD
9441 Markham Road, Unit 1
Markham, Ontario L6E 1B1

Contact Information:

Phone: (905) 205-2500

Email: info@flexmd.ca

Clinic Hours:

Mon - Fri: 9:00 AM - 8:00 PM
Sat: 10:00 AM - 8:00 PM
Sun: 9:00 AM - 8:00 PM

This policy was last updated on April 24, 2026. FlexMD reserves the right to modify this policy as required by changes in law or clinical practice.