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Privacy Policy

Last Update June 12, 2026

Introduction

Mediflex Health Clinic (“Mediflex”, “we”, “our”, or “us”) is committed to protecting the privacy and confidentiality of your personal and health information. This Privacy Policy explains how we collect, use, disclose, and safeguard information about our patients, website visitors, and anyone who interacts with our clinic.

We operate in accordance with the Personal Information Protection Act (PIPA) of British Columbia, the Personal Information Protection and Electronic Documents Act (PIPEDA), and other applicable Canadian privacy legislation governing the collection and use of personal health information.

By booking an appointment, using our website, or receiving care at Mediflex, you consent to the collection, use, and disclosure of your personal information as described in this policy.

Information We Collect

We collect personal information necessary to provide safe, effective physiotherapy and primary medical care. This may include:

  • Full name, date of birth, gender, and contact details (address, phone number, email)
  • Health Card number (BC Services Card) and insurance policy information
  • Medical history, current medications, allergies, and previous treatments
  • Assessment findings, treatment notes, progress records, and clinical observations
  • ICBC claim numbers, WorkSafeBC (WCB) claim details, and third-party insurer information
  • Emergency contact information
  • Payment and billing information
  • Information you provide through our website contact forms or online booking system

We collect this information directly from you, from your referring healthcare provider, or from authorized third parties such as ICBC or WorkSafeBC where applicable.

How We Use Your Information

Your information is used solely for the purposes for which it was collected, including:

  • Providing physiotherapy assessments, treatment, and rehabilitation programs
  • Delivering primary medical care and coordinating your healthcare
  • Scheduling and managing appointments
  • Processing payments and submitting direct billing claims
  • Communicating with you about your treatment plan, recovery progress, and follow-up care
  • Fulfilling legal and regulatory obligations as healthcare providers
  • Improving the quality and safety of our clinical services
  • Sending appointment reminders and relevant health information with your consent

We will not use your personal information for marketing purposes without your explicit consent, and you may withdraw that consent at any time.

Disclosure of Information

We do not sell, trade, or rent your personal information. We may share your information only in the following circumstances:

  • With your consent: when you authorize us to share records with another healthcare provider, specialist, or family member.
  • Referring and treating providers: to coordinate care with your family doctor, specialist, or other allied health professionals involved in your treatment.
  • Insurance and third-party payers: to process claims with your extended health insurer, ICBC, or WorkSafeBC as required.
  • Legal obligations: when required by law, court order, or regulatory authority.
  • Emergency situations: when disclosure is necessary to prevent or reduce a serious and imminent risk to your health or safety, or that of others.
  • Service providers: trusted third-party vendors (e.g. electronic medical record systems, booking platforms) under strict confidentiality agreements.

ICBC & WorkSafeBC (WCB) Claims

Mediflex provides direct billing to the Insurance Corporation of British Columbia (ICBC) and WorkSafeBC (WCB) for approved claims. If you are receiving treatment under either program, please be aware of the following:

  • Clinical records, assessment reports, and treatment progress notes may be shared with ICBC or WorkSafeBC as required to support your claim and obtain authorized treatment
  • You will be informed before any information is submitted, except where disclosure is required by the terms of your claim
  • Only the minimum information necessary to process and manage your claim will be disclosed
  • You have the right to review information submitted on your behalf and to request corrections where inaccurate

By proceeding with an ICBC or WCB claim at our clinic, you acknowledge and authorize the necessary sharing of your health information with the relevant insurer.

Website & Cookies

When you visit our website, we may automatically collect certain non-personal technical information, including:

  • Browser type, operating system, and device information
  • Pages visited, time spent on pages, and referring URLs
  • IP address (used in anonymized, aggregated form only)

We use cookies and similar technologies to improve your browsing experience, remember your preferences, and analyze site traffic. You may disable cookies through your browser settings; however, some features of our website may not function properly as a result.

Our website may contain links to third-party websites (such as online booking systems or payment portals). We are not responsible for the privacy practices of those external sites and encourage you to review their privacy policies before providing any personal information.

Data Retention

We retain patient health records for a minimum of 16 years from the date of last treatment for adult patients, in accordance with the College of Physical Therapists of British Columbia (CPTBC) and the College of Physicians and Surgeons of British Columbia (CPSBC) record retention guidelines. For minor patients, records are retained until the patient reaches 19 years of age plus a minimum of 10 years.

Non-clinical records such as billing information, appointment history, and correspondence are retained for a minimum of 7 years as required by applicable accounting and tax legislation.

When personal information is no longer required, it is securely destroyed or de-identified in accordance with applicable regulations.

Safeguarding Your Information

Mediflex takes the security of your personal and health information seriously. We implement appropriate physical, administrative, and technical safeguards to protect your information from unauthorized access, use, disclosure, alteration, or destruction. These measures include:

  • Secure, password-protected electronic medical record (EMR) systems with role-based access controls
  • Physical security measures at our clinic, including locked filing systems for paper records
  • Staff training on privacy obligations and confidentiality requirements
  • Encrypted data transmission for online forms and booking systems
  • Regular audits of our privacy and security practices

In the event of a privacy breach that poses a real risk of significant harm, we will notify affected individuals and report to the applicable regulatory authority as required by law.

Your Rights

Under PIPA (BC) and PIPEDA, you have the right to:

  • Access: request a copy of your personal health information held by Mediflex.
  • Correction: request that inaccurate or incomplete information be corrected or annotated.
  • Withdrawal of consent: withdraw consent for non-essential uses of your information at any time, subject to legal or contractual restrictions.
  • Complaint: file a complaint with the Office of the Information and Privacy Commissioner for BC (OIPC) if you believe your privacy rights have been violated.

To exercise any of these rights, please contact our Privacy Officer using the details in Section 12. We will respond to all requests within 30 days. In some cases, we may need to verify your identity before processing your request.

Children's Privacy

We provide care to patients of all ages, including minors. When treating a patient under 19 years of age, personal and health information is collected from a parent or legal guardian unless the minor is capable of providing their own informed consent, as determined by the treating clinician in accordance with applicable BC health legislation.

We do not knowingly collect personal information from children through our website without verifiable parental consent.

Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal obligations, or regulatory requirements. The most current version will always be available on our website, and the “Last Updated” date at the top of this page will reflect when changes were made.

If we make material changes that affect how we handle your personal health information, we will take reasonable steps to notify affected individuals directly.

Contact Us

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

Mediflex Health Clinic

Privacy Officer

7980 206A Street, Willoughby, Langley, BC

Clinic Phone: 778-784-0503

Medical Fax: 778-618-2860

Physio Fax: 778-618-2857

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