Your Privacy Matters
Privacy Policy
Pinnacle Health Clinic is committed to protecting your personal information and maintaining your trust. This policy explains how we collect, use, and safeguard your information in accordance with applicable Canadian privacy legislation.
Last updated: October 3, 2026
Our Commitment to Privacy
Pinnacle Health Clinic ("the Clinic", "we", "us", or "our") is committed to protecting the privacy and confidentiality of your personal information. We comply with the federal Personal Information Protection and Electronic Documents Act (PIPEDA) and the British Columbia Personal Information Protection Act (PIPA), as well as applicable provisions of the BC Freedom of Information and Protection of Privacy Act (FOIPPA) where relevant to health information.
1. What Is Personal Information?
Personal information is any information about an identifiable individual. In the context of a medical clinic, this includes your name, date of birth, address, phone number, email address, health card number, medical history, diagnoses, treatment records, prescriptions, lab results, and any other information collected in the course of providing you with healthcare services.
2. Information We Collect
We collect personal information that is necessary to provide you with safe, effective, and continuous healthcare. This may include: registration and demographic information (name, date of birth, address, contact details, health card number); medical and clinical information (health history, current medications, allergies, diagnoses, treatment plans, lab and diagnostic results, referral records); appointment and administrative information (booking history, billing records, insurance information); and website usage information (IP address, browser type, pages visited) when you use our website, collected through standard server logs.
3. How We Collect Your Information
We collect your personal information directly from you whenever possible — at registration, during appointments, through our online booking system (Ocean EMR), via our website contact and appointment request forms, and by telephone or email. We may also collect information from other healthcare providers involved in your care (such as specialists, hospitals, or laboratories) with your knowledge and consent, or as permitted by law.
4. Why We Use Your Information
We use your personal information to: provide, coordinate, and manage your healthcare and treatment; communicate with you about appointments, test results, and follow-up care; process billing and insurance claims; comply with legal and regulatory obligations (including mandatory reporting requirements); support quality improvement, education, and accreditation activities within the Clinic; and respond to your inquiries submitted through our website. We will not use your information for purposes other than those identified at the time of collection, or as subsequently authorised by you, except as required or permitted by law.
5. Disclosure of Your Information
We do not sell, rent, or trade your personal information. We may share your information only in the following circumstances: with other healthcare providers directly involved in your care (e.g., specialists, pharmacists, hospitals) as necessary for treatment; with third-party service providers who assist us in operating our clinic (e.g., electronic medical record systems, billing services), who are bound by confidentiality obligations; as required by law, court order, or regulatory authority (e.g., mandatory reporting of communicable diseases, WorkSafeBC/WCB reporting, ICBC medical assessments); in a medical emergency where disclosure is necessary to protect your life or safety or that of another person; and with your express written consent for any other purpose.
6. Consent
Your consent to the collection, use, and disclosure of your personal information is obtained at the time of registration and is implied through your ongoing use of our services for the purposes described in this policy. You may withdraw consent at any time, subject to legal or contractual restrictions and reasonable notice. Please be aware that withdrawing consent may affect our ability to provide you with certain healthcare services. To withdraw consent or to limit the use of your information, please contact our Privacy Officer.
7. Retention of Your Information
We retain your personal health information for a minimum of 16 years from the date of your last visit, or until you reach the age of 19 (whichever is longer), in accordance with the College of Physicians and Surgeons of British Columbia guidelines and applicable legislation. After the retention period, records are securely destroyed. Administrative and financial records are retained in accordance with applicable tax and business laws.
8. Safeguarding Your Information
We take the security of your personal information seriously. We employ physical, administrative, and technical safeguards appropriate to the sensitivity of the information, including: secure electronic medical record systems with access controls and audit logs; encrypted data transmission; locked physical storage for paper records; staff training on privacy and confidentiality obligations; and regular review of our privacy practices. While we take all reasonable precautions, no method of transmission over the internet or electronic storage is completely secure.
9. Your Rights as a Patient
Under PIPEDA and PIPA, you have the right to: access your personal information held by the Clinic and receive a copy upon written request; request corrections to inaccurate or incomplete information; be informed of how your information is used and disclosed; withdraw consent to certain uses of your information (subject to legal limitations); file a complaint if you believe your privacy rights have been violated. To exercise any of these rights, please submit a written request to our Privacy Officer. We will respond within 30 days of receiving your request.
10. Online Booking & Website
Our website uses Ocean EMR for online appointment booking. When you book online, your information is collected and stored by Ocean (Cognisant MD Inc.) in accordance with their privacy policy and applicable Canadian privacy legislation. Our website contact and appointment request forms transmit your information securely to our clinic inbox. We do not use tracking cookies or third-party advertising on our website. Standard server logs may record your IP address and browsing activity on our site for security and operational purposes only.
11. Children's Privacy
We provide care to patients of all ages, including minors. For patients under the age of majority, personal information is generally collected with the consent of a parent or legal guardian, except where a minor is deemed capable of consenting to their own healthcare under applicable law. We take additional care to protect the privacy of minors in our care.
12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices or applicable legislation. The most current version will always be available on our website and at the Clinic upon request. We encourage you to review this policy periodically. Continued use of our services following any changes constitutes your acceptance of the updated policy.
13. Contact Our Privacy Officer
If you have questions, concerns, or complaints about our privacy practices, or to exercise your rights under PIPEDA or PIPA, please contact our Privacy Officer: Pinnacle Health Clinic, Attention: Privacy Officer, #121 – 1959 152nd Street, Surrey, BC V4A 9E3. Phone: (236) 476-6136. Email: info@pinnaclehealthclinic.ca. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada (www.priv.gc.ca) or the Office of the Information and Privacy Commissioner for BC (www.oipc.bc.ca).
Questions about your privacy?
Contact our Privacy Officer at info@pinnaclehealthclinic.ca or call (236) 476-6136.
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