Privacy Policy

Who We Are

This Privacy Policy describes how ClinicFlow (ClinicFlow Scheduling Limited) collects, uses, and protects your personal information. We are committed to protecting your privacy and handling your data responsibly. We operate an appointment booking system designed specifically for healthcare clinics in Vancouver and throughout Canada, providing automated scheduling assistance to medical offices.

Information We Collect

We collect information in several ways to provide and improve our services:

• Account Information: When you register, we collect your name, email address, phone number, and clinic details.
• Appointment Data: Patient names, contact information, appointment times, and medical notes relevant to scheduling.
• Usage Data: Information about how you interact with our platform, including pages visited, features used, and time spent on the system.
• Technical Data: IP addresses, browser type, operating system, and device identifiers for security and troubleshooting purposes.
• Cookies: We use cookies to enhance your browsing experience and remember your preferences.

Legal Basis for Processing

We process your personal information based on the following legal grounds:

• Consent: You explicitly consent to data collection when registering for our services.
• Legitimate Interest: We process data to improve our platform, prevent fraud, and ensure system security.
• Legal Obligation: We comply with applicable healthcare privacy regulations, including PIPEDA in Canada.
• Contract Performance: Processing is necessary to deliver the scheduling services you've requested.

How We Use Your Information

We use the information we collect for specific purposes that support our operations and improve your experience:

• Providing, maintaining, and improving our scheduling platform and related services.
• Facilitating appointment bookings and sending appointment reminders to patients.
• Responding to your inquiries, support requests, and feedback.
• Personalizing your experience and providing relevant recommendations.
• Analyzing usage patterns to optimize platform performance and user experience.
• Protecting against fraud, abuse, and security threats.
• Complying with legal obligations and regulatory requirements.

Data Retention

We retain your personal information for specific periods based on the type of data and its purpose:

• Account Information: Retained for the duration of your account use, plus 12 months after account closure for compliance and dispute resolution.
• Appointment Records: Kept for 24 months following the final appointment, in accordance with healthcare record-keeping standards.
• Communication Data: Support messages and inquiries are retained for up to 24 months after the last interaction.
• Analytics and Usage Data: Aggregated data retained for up to 12 months to improve our services.
• Server Logs: Technical logs maintained for up to 12 months for security and troubleshooting purposes.
• Cookie Data: Retained according to individual cookie settings, typically 12-14 months.

After these periods, we securely delete or anonymize your data. You may request earlier deletion subject to legal and contractual obligations.

Your Rights

You have the following rights regarding your personal information:

• Right to Access: You can request a copy of all personal information we hold about you.
• Right to Correction: You may correct inaccurate or incomplete information in your account.
• Right to Deletion: You can request deletion of your personal data, subject to legal retention requirements.
• Right to Withdraw Consent: You may withdraw your consent to data processing at any time, without affecting past processing.
• Right to Data Portability: You can request your data in a structured, commonly used format for transfer to another service.
• Right to Lodge a Complaint: You have the right to submit a complaint to the relevant data protection authority in Canada regarding our processing practices.

To exercise any of these rights, please contact us using the information provided below.

Cookies and Tracking

We use cookies and similar tracking technologies to enhance your experience and analyze platform usage. Cookies are small files stored on your device that help us remember your preferences, maintain security, and understand how you interact with our platform.

We use the following types of cookies:

• Essential Cookies: Required for platform functionality, security, and account management.
• Performance Cookies: Help us understand how users interact with our platform to improve performance.
• Preference Cookies: Remember your settings and preferences to personalize your experience.

You can manage cookie preferences through your browser settings. Please note that disabling essential cookies may affect platform functionality. For detailed information about our cookie usage, please see our Cookie Policy.

Data Security

We implement comprehensive security measures to protect your personal information from unauthorized access, alteration, disclosure, or destruction. Our security practices include encryption of data in transit and at rest, secure authentication protocols, regular security audits, and restricted access to personal data. However, no security system is completely impenetrable, and we cannot guarantee absolute security of your information.

Third-Party Services

We may share your information with trusted third-party service providers who assist us in operating our platform and providing services. These providers are contractually obligated to use your information only as necessary to provide services to us and must maintain the confidentiality and security of your data. We do not sell, rent, or trade your personal information to third parties for marketing purposes.

Supervisory Authority

As a Canadian healthcare scheduling service, we are subject to privacy regulations including the Personal Information Protection and Electronic Documents Act (PIPEDA). If you believe we have violated your privacy rights or have concerns about our data handling practices, you have the right to lodge a complaint with the Office of the Privacy Commissioner of Canada, which serves as the supervisory authority for privacy matters in Canada.

Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. We will notify you of any material changes by posting the updated policy on our website and updating the "Last updated" date at the top of this page. Your continued use of our platform after such changes constitutes your acceptance of the updated Privacy Policy.