Privacy Policy
WellCare Physiotherapy & Rehab
At WellCare Physiotherapy & Rehab, we respect your privacy and are committed to protecting the personal information you share with us.
This Privacy Policy explains how we collect, use, disclose, safeguard and manage personal information when you visit our website, contact our clinic, book appointments or receive our services.
We handle personal information in accordance with applicable Canadian privacy legislation, including British Columbia’s Personal Information Protection Act (PIPA).
1. Information We Collect
Depending on how you interact with our clinic, we may collect the following information:
Personal and Contact Information
Name
Telephone number
Email address
Contact preferences
Appointment and booking details
Information included in messages submitted through our website contact form
Health and Treatment Information
When you receive clinical services, we may collect information reasonably necessary to assess and provide care, including medical history, injuries, symptoms, assessment findings, treatment records and relevant insurance information.
Billing and Insurance Information
Where applicable, we may collect information needed to process payments, verify insurance coverage or submit claims to extended health benefit providers, ICBC, WorkSafeBC or other authorized payers.
Website Usage Information
When you visit our website, technical information may be collected through Squarespace website functionality and enabled analytics or advertising technologies. This may include browser information, device information, IP address, pages visited and interactions with our website.
2. How We Use Personal Information
We collect and use personal information for purposes that include:
Scheduling, confirming and managing appointments.
Providing physiotherapy and other clinic services.
Maintaining accurate clinical and administrative records.
Communicating with patients about appointments, care and inquiries.
Responding to website contact-form submissions.
Processing payments and insurance claims.
Meeting applicable professional, regulatory and legal obligations.
Maintaining and improving our website and services.
Measuring website performance and advertising effectiveness where applicable and permitted.
We limit our collection and use of personal information to purposes that are reasonable, appropriate and authorized under applicable law.
3. Consent
We obtain consent for the collection, use and disclosure of personal information where required by law.
Consent may be express or implied, depending on the circumstances, the sensitivity of the information and applicable legal requirements.
Patients may withdraw consent, subject to legal, contractual and professional restrictions. Withdrawal of consent may affect our ability to provide certain services.
4. Online Appointment Booking
Our clinic uses Jane App, a third-party practice management and online booking platform.
When you access our online booking system, information you provide is processed through Jane’s platform and is subject to Jane’s privacy and security practices. We encourage patients to review Jane’s privacy information when using its services.
Online booking is available at https://wellcarephysio.janeapp.com.
5. Insurance and Third-Party Billing
Where patients request direct billing or where disclosure is otherwise authorized or legally permitted, relevant personal information may be shared with insurance providers and authorized third parties for claim processing, eligibility verification, payment or related administrative purposes.
These organizations may include:
Extended health insurance providers.
Insurance claims administrators.
ICBC.
WorkSafeBC.
Other authorized benefit or payment providers.
We seek to limit disclosures to information reasonably necessary for the applicable purpose.
6. Website Analytics, Advertising and Cookies
Our website uses Squarespace services and Google technologies including Google Analytics, Google Ads and Google Tag Manager. It also uses Google Maps. These services may use cookies and similar technologies to support website functionality, understand visitor interactions, display maps and measure website or advertising performance.
These technologies may collect technical information about visits and interactions with our website, such as IP address, browser or device information, pages viewed and actions taken.
We do not intentionally transmit patient clinical records, medical histories or treatment notes to advertising platforms for advertising targeting or measurement.
Visitors can manage certain cookies through browser settings. Some third-party services also provide their own advertising and privacy preference settings.
Any analytics, advertising or cookie technologies used by the clinic are subject to applicable consent and privacy requirements.
7. How We Protect Personal Information
We take reasonable administrative, physical and technical measures appropriate to the sensitivity of the information to protect personal information against unauthorized access, use, disclosure, loss or misuse.
Access to patient information is restricted according to legitimate clinical and administrative responsibilities.
Although we take reasonable precautions, no electronic transmission or storage system can be guaranteed to be completely secure.
8. Retention of Personal Information
We retain personal information only for as long as reasonably necessary to fulfill the purposes for which it was collected and to comply with applicable legal, regulatory and professional record-retention requirements.
Clinical records are retained in accordance with applicable British Columbia requirements for regulated healthcare professionals.
When information is no longer required, we take appropriate steps to securely dispose of it or anonymize it, where permitted.
9. Access and Correction Requests
Patients may request access to their personal information and request correction of inaccurate information, subject to applicable legal requirements and exceptions.
To submit a privacy-related request, please contact our clinic using the details below. We may need to verify your identity before releasing personal information.
10. Third-Party Websites and Services
Our website may contain links to external websites, including Jane App, Google Maps and other third-party platforms. These websites operate under their own privacy policies and practices.
We encourage visitors to review the privacy policies of third-party services before submitting personal information.
11. Privacy Inquiries and Complaints
If you have questions, concerns or complaints about how your personal information is handled, please contact:
Privacy Officer
WellCare Physiotherapy & Rehab
Unit 203, 8078 128 Street
Surrey, BC V3W 4E9
Canada
Phone: 236-480-8395
Email: info@wellcarephysio.com
Privacy-related concerns will be reviewed in accordance with applicable legal obligations.
Individuals may also contact the Office of the Information and Privacy Commissioner for British Columbia regarding privacy concerns.
12. Updates to This Privacy Policy
We may update this Privacy Policy periodically to reflect changes in our services, technology, legal requirements or privacy practices. The current version will be available on this website.