Privacy Policy

Introduction

Haven at Home ("we," "our," or "us") is committed to protecting the privacy and confidentiality of the personal information and personal health information of our clients, families, employees, and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your information in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and provincial health information protection acts.

Definitions

Personal Information: Information about an identifiable individual, including but not limited to name, address, telephone number, email address, and other identifying information.

Personal Health Information (PHI): Personal information that relates to:

• The physical or mental health of an individual
• The provision of health care to an individual
• Health care history and care plans
• Payment or eligibility for health care coverage

Circle of Care: Healthcare providers involved in providing care to a client, including physicians, nurses, therapists, and other authorized healthcare professionals.

Information We Collect

Personal Information:

• Contact information (name, address, phone number, email)
• Emergency contact details
• Insurance and payment information
• Care preferences and family information
• Employment information (for staff and job applicants)

Personal Health Information:

• Medical history and current health conditions
• Medications and treatment plans
• Care assessments and progress notes
• Healthcare provider information
• Insurance and health coverage details

Website Information:

• IP address and browser information
• Website usage data and analytics
• Cookies and tracking technologies
• Form submissions and inquiries

How We Collect Information

We collect personal information and PHI through:

• Initial assessments and consultations
• Ongoing care documentation
• Communications with clients, families, and healthcare providers
• Employment applications and records
• Website interactions and forms
• Third-party healthcare providers (with consent)

How We Use Your Information

For Care Services:

• Assess care needs and develop personalized care plans
• Coordinate care services with healthcare providers
• Match clients with appropriate caregivers
• Monitor and document care provision
• Process payments and insurance claims
• Ensure continuity and quality of care

For Communication:

• Respond to inquiries and provide customer support
• Send care updates and appointment reminders
• Coordinate with healthcare team members
• Provide family updates on care progress
• Conduct satisfaction surveys and quality improvement

For Administration:

• Maintain client and employee records
• Comply with regulatory requirements
• Manage billing and insurance claims
• Conduct quality assurance and training
• Support legal and contractual obligations

Information Sharing and Disclosure

We do not sell, trade, or rent your personal information. We may share information:

Within the Circle of Care:

• With caregivers providing direct services
• Healthcare providers involved in your care
• Physicians and specialists (with consent)
• Pharmacies for medication management
• Other healthcare professionals as authorized

For Administrative Purposes:

• Insurance companies for billing and coverage
• Government agencies as required by law
• Legal authorities when legally mandated
• Third-party service providers under confidentiality agreements
• Quality assurance and accreditation bodies

With Your Consent:

• Family members and emergency contacts as authorized
• Other healthcare providers outside the circle of care
• Researchers for approved studies (de-identified data only)

Consent

We obtain your informed consent for the collection, use, and disclosure of your personal information and PHI. Consent may be:

• Express: Written or verbal agreement
• Implied: Through your actions or circumstances
• Ongoing: For continuing care relationships

You have the right to:

• Withdraw consent at any time (subject to legal obligations)
• Limit the scope of consent
• Request specific restrictions on information sharing

Data Security and Protection

We implement comprehensive security measures including:

• Secure storage of physical and electronic records
• Access controls and user authentication
• Encryption of sensitive data transmissions
• Regular security assessments and updates
• Staff training on privacy and security requirements
• Secure disposal of outdated records

Your Rights

Under Canadian privacy legislation, you have the right to:

• Access: Request copies of your personal information
• Correction: Request amendments to inaccurate information
• Explanation: Understand how your information is used
• Complaint: File complaints about privacy practices
• Withdrawal: Withdraw consent (subject to legal requirements)

Making a Request

To exercise your rights:

1. Submit a written request to our Privacy Officer
2. Provide sufficient information to verify your identity
3. Specify the nature of your request
4. We will respond within 30 days

Retention and Disposal

We retain personal information and PHI:

• For the duration of the care relationship
• As required by professional standards and regulations
• For a minimum of 10 years after service termination
• For minors: 10 years after reaching age of majority
• As required for legal or insurance purposes

Information is securely destroyed through:

• Shredding of physical documents
• Secure deletion of electronic files
• Certificate of destruction for sensitive materials

Cross-Border Data Transfer

Personal information may be transferred to and processed in other Canadian provinces for legitimate business purposes. Any transfers outside Canada require explicit consent and appropriate safeguards to ensure continued protection.

Cookies and Website Tracking

Our website uses cookies to:

• Improve user experience and functionality
• Analyze website traffic and usage patterns
• Remember user preferences and settings
• Provide relevant content and information

You can control cookie settings through your browser preferences.

Privacy Breaches

In the event of a privacy breach:

• We will investigate immediately
• Notify affected individuals if required
• Report to relevant authorities as mandated
• Implement corrective measures to prevent recurrence
• Document the incident and response measures

Contact Our Privacy Officer

For privacy-related questions, concerns, or requests:

Complaints Process

If you have concerns about our privacy practices:

1. Contact our Privacy Officer directly
2. We will investigate and respond within 30 days
3. If unsatisfied, you may contact:

• Office of the Privacy Commissioner of Canada
• Phone: 1-800-282-1376
• Website: priv.gc.ca

Policy Updates

This Privacy Policy may be updated to reflect changes in:

• Legal requirements and regulations
• Business practices and services
• Technology and security measures

We will notify you of significant changes through our website or direct communication. The effective date indicates when the current policy came into effect.

Accountability

We are committed to maintaining a comprehensive privacy program that includes:

• Designated Privacy Officer and trained staff
• Regular privacy impact assessments
• Ongoing monitoring and auditing
• Continuous improvement of privacy practices
• Compliance with all applicable privacy legislation