Nation Health Clinic

PRIVACY NOTICE

Nation Health Centre (NHC) is committed to protecting individual privacy and the confidentiality of the personal health information it holds. This notice describes how health information about you may be used, collected, and disclosed and how you can access this information, in compliance with Ontario’s Personal Health Information Protection Act, 2004.

Your Health Record

Your health record includes information relevant to your health including your date of birth, contact information, health history, family health history, details of your physical and mental health, record of your visits, the care and support you received during those visits, results from tests and procedures, and information from other health care providers.

Information regarding your health care visits is recorded in your electronic health record – it is stored in NHC’s Electronical Medical Record system (EMR), Telus’ PS Suite which is password and firewall protected. This includes information from visits to the after-hours clinic, to allied health professionals (i.e. psychotherapist, rehabilitation, etc.), and the primary care providers at NHC. All members of our healthcare team have access to electronic health records.

All staff and providers receive mandatory privacy training during orientation and on an ongoing basis. All staff and providers sign a privacy and confidentiality agreement during orientation and annually. Electronic Health Records are audited for unauthorized use and/or access as per NHC’s Audit Policy.

The information in your health record belongs to you, but the health record itself is the property of  NHC. [Explanatory note: based on case law, health information custodian owns the physical or electronic records].

With limited exceptions, you have the right to access the health information we hold about you, whether in the health record or elsewhere. If you request a copy of your record, one will be provided to you at a reasonable cost. If you wish to view the original record, one of our staff members must be present, and a reasonable fee may be charged for this access. If you need a copy of your health record, please contact our Health Records Department in writing at: 601 Limoges Road, Suite 300, Limoges, ON, K0A 2M0. In rare situations, you may be denied access to some or all of your record (with any such denial being in accordance with applicable law and as per PHIPA).

We make every effort to ensure that all of your information is recorded accurately. Please let us know if there is something that is incorrect. You have a right to ask for a correction to your record if you disagree with what is recorded, and in most cases, we will be able to make the requested correction, or otherwise we will ask you to prepare a statement of disagreement to be attached to the record.

Our Practices

We collect, use and disclose (meaning share) your health information to:

• Treat and care for you
• Deliver our programs
• Plan, administer and manage our internal operations
• Be paid or process, monitor, verify or reimburse claims for payment
• Provide appointment reminders to you
• Conduct risk management, error management and quality improvement activities
• Educate our staff and students
• Respond to or initiate proceedings
• Conduct research (subject to certain rules)
• Compile statistics
• Allow for the analysis, administration and management of the health system
• Comply with legal and regulatory requirements
• Fulfil other purposes permitted or required by law

Our collection, use and disclosure (sharing) of your personal health information is done in accordance with Ontario law.

Your Choices

You have a right to make choices and control how your health information at NHC is collected, used, and disclosed, subject to a few exceptions.

For most health care purposes, your consent to use your health information is implied as a result of your consent to treatment, unless you tell us otherwise. We may also collect, use and share your health information in order to communicate or consult with other health care providers about your care unless you tell us you do not want us to do so.

You have the right to ask that we not share some or all your health record with one or more of our staff members or ask us not to share your health record with one or more of your external health care providers (such as a specialist). This is known as making all or part of a chart ‘private’ (exception: demographics cannot be marked as private). It is important to note that there may be an impact on our ability to provide you with the best care if our healthcare professionals cannot access your health record.  For this reason, we ask that you discuss this with your family doctor first.

There are other circumstances where we are not allowed to assume we have your consent to share information. For example, we must have your permission to give your health information to people who do not provide you with health care, including health professionals in the Organization not involved in your care, your insurance company or your employer. We may also need consent to communicate with any family members or friends with whom you would like us to share information about your health (unless one or more of these individuals is your substitute decision-maker).

When we require and ask for your consent, you may choose to say no. If you say yes, you may change your mind at any time. Once you say no, we will no longer share your information unless you say so. Your choice to say no may be subject to some restrictions under applicable law and reasonable notice.

There are cases where we may collect, use or disclose your health information without your consent, as permitted or required by law. For example, we do not require your consent to use your information for billing, risk management or error management, quality improvement purposes; or to disclose personal health information in a number of permitted or required circumstances, including to eliminate or reduce a significant risk of serious bodily harm; or to fulfil mandatory reporting obligations under other laws such as for child protection or safe operation of a motor vehicle.

For More Information or Complaints

If you have any questions or concerns about our privacy practices, we invite you to contact our Privacy Officer at:

Privacy Officer
600 Limoges Road, Suite 300
Limoges, ON K0A 2M0

privacyofficer@opih.ca

If, after contacting us, you feel that your concerns have not been addressed to your satisfaction, you have the right to complain to the Information and Privacy Commissioner of Ontario.  The Commissioner can be reached at:

Information and Privacy Commissioner of Ontario
2 Bloor Street East, Suite 1400
Toronto, Ontario M4W 1A8
1-800-387-0073
1-416-325-9195 (fax)

or visit the IPC website

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STATEMENT ON WORKPLACE RESPECT AND CIVILITY

We value the inherent worth and dignity of every person. It is the commitment of the Nation Health Centre (NHC) and its leadership team to create a culture of respect and civility that is free from negative, aggressive, and inappropriate behaviors, and to offer an environment aimed at providing high quality of care and services in an atmosphere of respect, collaboration, openness, safety, and equality.

NHC’s Workplace Respect and Civility Policy outlines clear expectations and the responsibility for civil conduct of all individuals who work and/or receive care/services within our location.

Incivility and disrespect in the workplace can be a barrier to effective communication. It can have a detrimental impact on the quality of patient care, trust, and the patient-provider relationship. Uncivil behaviors will not be tolerated.

Everyone is expected to behave in a respectful and civil manner during all interactions with each other. Behaviors that promote respect, positivity and civility in our workplace include:

• Using respectful, supportive, and encouraging language in all interactions, no matter the subject of conversation
• Saying “please” and “thank you”
• Questioning someone’s position on an issue politely rather than asserting your position is the right one; listening to the other person’s position with an open mind
• Giving factual, non-personal feedback focused on the issue of concern
• Apologizing when you do something that offends someone
• Expressing appreciation when a someone does something correctly and in a timely manner
• Understanding that others are acting to the best of their abilities and with the best intentions
• Approaching conflict with a true desire for resolution, rather than as a fight or opportunity to belittle
• Maintaining a positive attitude, even when you are having a bad day

Addressing incidents of incivility as soon as possible is an important preventative measure to reduce the risk of uncivil behaviour escalating in severity to workplace violence and/or harassment. We pledge to address all reported incidents.

Our approach to managing incivility toward patients is part of our process for Patient Feedback. To report an incident, please provide us with a written account through our email: info@santenationhealth.ca.

We appreciate your kindness and willingness to work with us to promote and maintain a healthy environment for everyone.

Sincerely,
The Nation Health Centre Team

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LATE ARRIVAL AND APPOINTMENT CANELLATION POLICY

Late Arrival

Our providers and staff aim to make your visit a pleasant one.  In our efforts to make your visit more comfortable and to minimize your wait time, our office has implemented a late arrival policy. If a patient is more than 10 minutes late for an appointment, the appointment may need to be rescheduled.  This is to ensure that the patients who arrive on time do not wait longer than necessary to see the provider.  You may be given the option to wait for another appointment time on the same day if one is available.  We will try to accommodate late‐comers as best as possible but cannot compromise on the quality and timely care provided to our other patients. All patients are encouraged to arrive at the office at least 15 minutes prior to the scheduled appointment to register and complete any required paperwork.  We appreciate your compliance and understanding with this policy so that we can continue to provide excellent medical care as well as excellent customer service.

*You may be subject to a missed appointment fee.

Appointment Cancellation

Your scheduled appointment time is reserved just for you. Our providers make every effort to be on time for scheduled appointments. In return, we ask that you help us by keeping your scheduled appointments and by notifying us in advance when you are unable to do so. When you give us advanced notice, we are able to accommodate other patients.  A missed appointment is when you fail to appear for a scheduled appointment without notifying the clinic or when you cancel without sufficient notice.

If you are unable to attend your scheduled appointment, contact our clinic immediately. Since appointments are in high demand, your prompt cancellation will give another patient the opportunity to access timely medical care. Appointments that are not cancelled by 12 pm (Noon) one (1) business day prior to your scheduled appointment (or by 12 pm on Saturday for appointments taking place the following Monday) will be subject to fees. The fees vary depending on the type of appointment that was missed.

There is no charge for rescheduling or cancelling an appointment if we are notified. Fees may be waived due to family or health emergencies at the discretion of the physician.

As a courtesy, the clinic sends appointment reminders via email or telephone for all scheduled appointments. If you do not receive an appointment reminder, you are still responsible for arriving on time to your scheduled appointment. A telephone or email appointment reminder is not guaranteed, nor does a lack of one signify a void in our appointment cancellation policy.

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REQUESTING ACCESS TO YOUR HEALTH RECORD

With limited exceptions, you have the right to access your record of personal health information. Nation Health Centre is required under the Personal Health Information Privacy Act (PHIPA) to respond to requests for access within 30 days. Here are some of the options for requesting a copy of all or part of your health record. Please note that this is an uninsured service and fees may apply.

Informal Access during an Appointment

During an appointment with an NHC health care provider you can ask for a copy of a simple documentation from your own health record. For example, you may need a list of your current medications, a copy of your or your child’s immunization record, or a copy of a particular test result. The health care provider can print a copy of the report for you before you leave the clinic. Please note that there may be documents the health care provider is not able to release to you, for example, a test result or consultation note that has not yet been reviewed by the ordering provider.

All Other Patient Access to Information Requests

1. All other requests for access to your own personal health information (PHI) must be made in writing (as per section 53 of PHIPA).
2. Written access requests should be made using the NHC ‘Consent to Release Personal Health Information” form which is available on our website or from an NHC staff member or provider.
3. Although use of the NHC request form is preferred because it outlines all information required to process an access request, a formal form is not required. Your request must contain:
   1. Sufficient details to enable NHC staff to accurately identify and locate the requested information with reasonable efforts. For example, title or type of document, type of test result, date of test, etc.; and
   2. A minimum of 3 demographic information elements to allow NHC staff to accurately confirm the identity of the requestor. Examples of demographic elements include: first and last name (considered 1 element), date of birth, health card number, email address, telephone number, and mailing address. This is in accordance with section 54(9) of PHIPA, custodians must “first take reasonable steps to be satisfied as to the individual’s identity” before making a health record available to them.
4. Requests for PHI should be faxed to 613-212-2233 to the attention of the Medical Receptionist. Requests can also be mailed to NHC, 601 Limgoes Road, Suite 300, Limoges, Ontario, K0A 2M0 or emailed to: info@santenationhealth.ca
   PLEASE NOTE: Due to the unsecure nature of email this mode of communication is not recommended.
5. In some circumstances you may be asked to make an appointment with your primary care provider or their designate (i.e. the Privacy Officer) to review the record so information can be explained.

Please note that there are other ways you can access your test results or other info. These include DynacarePlus, TOH My Chart, CHEO My Chart, etc.

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UNIVERSAL MASKING POLICY

As of May 2023, the Nation Health Centre has changed our masking policy. Masks will no longer be mandatory to all staff and visitors. We do however ask any patients with COVID like symptoms to mask before entering the clinic. If you do not have one, please ask our receptionist and one will be provided.

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PETS AND SERVICE ANIMALS IN OUR CLINIC

Pets are not allowed in the Nation Health Centre including offices, waiting rooms and clinical spaces. However, NHC complies with the Accessibility for Ontarians with Disabilities Act (AODA):

“If a person with a disability is accompanied by a guide dog or other service animal, the provider of goods or services shall ensure that the person is permitted to enter the premises with the animal and to keep the animal with him or her unless the animal is otherwise excluded by law from the premises”.

Guide Dogs and Service Animals

A client, employee or staff member with a disability who is accompanied by guide dog or service animal will be allowed access to premises that are open to the public unless otherwise excluded by law. NHC’s “No pet” policy does not apply to guide dogs or service animals. NHC complies with all Federal, Provincial, and local regulations with respect to service animals.

Definitions

Guide dog:

Is a working dog that has been trained at one of the facilities listed in Ontario Regulation 58 under the Blind Persons’ Rights Act, to provide mobility, safety, and increased independence for people who are blind or are visually disabled.

NHC acknowledges that there are other recognized disabilities which are covered for the use of a service animal; NHC will accept these service animals if the conditions below have been satisfactorily fulfilled.

Service animal:

An animal is a service animal for a person with a disability if:

1. The animal can be readily identified as one that is being used by the person for reasons relating to the person’s disability, as a result of visual indicators such as the vest or harness worn by the animal; or
2. The person provides documentation from a member of one of the following regulated health professional colleges confirming that the person requires the animal for reasons relating to the disability:

• • College of Audiologists and Speech-Language Pathologists of Ontario;
  • College of Chiropractors of Ontario;
  • College of Nurses of Ontario;
  • College of Occupational Therapists of Ontario;
  • College of Optometrists of Ontario;
  • College of Physicians and Surgeons of Ontario;
  • College of Physiotherapists of Ontario;
  • College of Psychologists of Ontario; or
  • College of Registered Psychotherapists and Registered Mental Health Therapists of Ontario.

As per the Accessibility Standards for Customer Service, Ontario Regulation 429/07, subsection 9:

“For the purposes of this section, an animal is a service animal for a person with a disability:

(a) if it is readily apparent that the animal is used by the person for reasons relating to his or her disability;

or

(b) if the person provides a letter from a physician or nurse confirming that the person requires the animal for reasons relating to the disability.”

Other Considerations

The care or supervision of a service animal is solely the responsibility of his or her owner.  The service animal must be always leashed or harnessed and under the control of their owner. All animal excrement must be picked up by the owner and discarded in a waste container.

No pet may be tied up outside the medical building or left unattended. Animal Control will be alerted for animals left unattended. Any costs incurred in the removal or retrieval of a pet shall be the owner’s responsibility.

If a guide dog or service animal is growling, barking, or otherwise threatening to harm other patients in the clinic, the supervisor or manager should be called to address the situation.

Derogations and exceptions

FHO Physician Lead or his or her designate, may authorize exceptions or derogations to this policy upon written request. Such exceptions may be rescinded at any time and without prior notice.

References:

Accessibility for Ontarians with Disabilities Act (AODA)

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REQUEST TO CHANGE PRIMARY CARE PROVIDER POLICY

Patients will not be permitted to transfer from their current primary care provider to another one in the clinic unless there are extenuating circumstances.  An example of an extenuating circumstance would be where a patient is receiving palliative care from one primary care provider and their spouse has a different primary care provider.  In this case it would make sense for both spouses to receive care from the same doctor.

Research suggests that a long-term relationship between a patient and their primary care provider promotes health and well-being.  As with every long-term relationship, however, there will be some bumps in the road, so we encourage patients to speak to their primary care provider directly about any concerns they have.  If a patient is not comfortable speaking to their primary care provider or if there has been an irretrievable breakdown in the patient-provider relationship and the patient has been discharged from the practice, a request to transfer to another NHC primary care provider will be denied. S/he is urged to find another primary care provider elsewhere.

Pay by Credit Card
To help save time, you may pay your invoice here, any time, any day, using your credit card, through a third-party automated bill payment service.

Ontario Partners in Health (OPiH), the company that manages Nation Health Centre, does not charge an additional fee for using this convenient service.

We accept payments using:

You will need:
• The invoice number
• The balance owed on your invoice
• Your credit card number, expiry date & CVD

OPiH does use the services of Moneris to process your credit card payment. Accordingly, any personal information you provide during the payment process would be covered by the Privacy Policy and Terms and Conditions of Use on Moneris website.

Pay by Phone
You may pay your bill by calling the Nation Health Centre at (613) 714-9899

Pay by Mail
Mail your payment to:
Ontario Partners in Health
Billing Department
2310 St-Laurent Blvd, Suite 319
Ottawa, ON
K1G 5H9

*** Please include the invoice number and name of patient (if other than yourself) on the cheque.***