How we protect your personal health information.

OMNI Health & Rehab is committed to protecting your personal health information in accordance with the Personal Health Information Protection Act (PHIPA) of Ontario. This policy explains what we collect, how we use it, who we share it with, and your rights as a patient.

OMNI Health & Rehab is a Health Information Custodian under PHIPA. We collect personal health information through our booking system, intake forms, and during care for the purpose of providing healthcare services to you.

We use the following service providers to deliver care. All are contractually bound to safeguard your information in accordance with PHIPA:

• Juvonno Inc. — Electronic medical records (EMR) and scheduling
• Fly.io Inc. — Canadian-region web hosting for this site
• Google (Gmail) — Email delivery for confirmations, reminders, and care communication
• OpenPhone — Text-message communication for appointment confirmations and follow-up
• Anthropic — AI chat assistant on this website (US-based)

• Contact details: name, phone, email
• Demographics: date of birth, gender
• Appointment information: services booked, dates, notes
• Insurance details for billing purposes
• Clinical data collected during assessment and treatment, stored in our secure EMR

• Scheduling and confirming appointments
• Sending appointment reminders
• Communicating about your care
• Processing insurance billing (direct billing to your provider)
• Coordinating care between OMNI clinicians as needed

Email and SMS are not end-to-end encrypted and may carry privacy risks depending on your service provider. By providing your email or phone number, you consent to electronic communication for the purposes listed above. You can request alternative communication methods at any time by calling (905) 635-5711.

Our website includes an AI chat assistant to help visitors find the right service. The assistant uses Anthropic's Claude API. Anthropic does not train its commercial models on customer conversations and deletes API conversation data within 30 days. We retain anonymized logs of chat conversations for up to 90 days for quality and safety review.

The chat assistant cannot provide medical advice or diagnosis. Anything you share with it should not be considered confidential clinical communication.

We share your information only:

• With your explicit consent
• With our service providers listed above, who are bound by PHIPA-compliant agreements
• When required by law (court order, regulatory body, public health reporting)
• For continuity of care, with other healthcare providers you have authorized

We do not sell, rent, or trade your personal information to anyone, ever.

• All data transmitted to and from our website is encrypted (HTTPS/TLS)
• Our EMR uses access controls limiting clinical records to authorized clinicians
• Regular security assessments and updates
• Staff training on PHIPA and information security

You have the right to:

• Access your personal health information
• Request correction of inaccurate information
• Withdraw consent for specific uses (subject to legal and clinical limitations)
• Restrict certain disclosures
• File a complaint with us, or with the Information and Privacy Commissioner of Ontario (ipc.on.ca)

Clinical records are retained for at least 10 years after the last entry, or for patients who were minors at the time of service, until the patient turns 28 — whichever is longer. This complies with PHIPA and the College of Physiotherapists of Ontario record-keeping requirements.

In the event of a privacy breach, we follow PHIPA-mandated procedures: investigation, containment, notification of affected individuals, and reporting to the Information and Privacy Commissioner of Ontario where required.

Questions, requests, or complaints about this policy or your information:

• Email: info@omniclinic.ca
• Phone: (905) 635-5711
• In person: 960 Cumberland Avenue, Burlington, ON L7N 3J6