Doctors On Site: Privacy Policy for Health Information
How we collect, use, store, and protect your personal health information — under PHIPA and PIPEDA.
What this policy means in 30 seconds.
- We are health information custodians under PHIPA for any medical record we create or receive on your behalf.
- We collect only what we need to provide care — your identity details, your symptoms, your visit notes.
- We do not sell your data. Period — not to insurers, not to advertisers, not to anyone.
- You can access, correct, or withdraw consent at any time by reaching out through our contact page.
01Who we are
Doctors On Site ("DOS", "we", "us") is a multi-disciplinary healthcare team. Our mission is to provide exceptional health care to people living in our community. As part of our values, we are committed to respecting each person's right to privacy and protecting the security and confidentiality of the health information we hold about you.
The doctors and DOS are health information custodians under Ontario's Personal Health Information Protection Act, 2004 (PHIPA) in relation to PHI held under their custody or control. This includes PHI collected and stored in any form of media, where that media is owned by the physician, family health organization, network, or hospital — for example, electronic medical records, film, digital systems, and paper charts.
For the purpose of privacy obligations related to PHI held in the custody or control of the physicians, DOS and our staff are agents of these physicians under PHIPA.
We are legally responsible for protecting any health information we hold about you, under Ontario law.
About Doctors On Site
The following provides the meaning of certain terms used in this Policy. If not defined here, capitalized words and phrases have the same meaning as in DOS's Terms of Use.
| Term | What it means |
|---|---|
| DOS Platform | The hardware, software, applications, websites, Content, products, and services owned, licensed, and/or operated by us to enable the provision of remote Healthcare Services to Users. |
| Information | Both Personal Information (information about an identifiable User as defined in Applicable Law) and Personal Health Information or PHI (information about an identifiable User's health or healthcare). |
| User | An individual registered to use the DOS Platform, including as part of a customized program provided by a third party. |
| Authorized Providers | Authorized Physicians (registered to practice medicine in a Canadian province or territory) and Authorized Non-Physician Providers (other regulated health professionals) who use the DOS Platform to provide Healthcare Services. |
| Applicable Law | The laws and regulations, including privacy laws, that apply to DOS, Authorized Providers, or Users. |
| Content | General information about health-related topics posted on the DOS Platform — informational only, not the delivery of Healthcare Services. |
03Your agreement with DOS
If you are an Authorized Provider, your arrangement with DOS — your rights and obligations and those of DOS — is set out in the agreement between you and DOS.
If you are a User, the arrangement between you and DOS is set out in the Terms of Use and, where applicable, supplementary terms.
This Policy describes DOS's management of Information, including the purposes for which we collect, use, and disclose Information and the safeguards we use to protect it. DOS offers two kinds of services — Healthcare Services and optional Wellness Services. When you register with DOS as a User, you become eligible to use our Healthcare Services. You may also sign up separately for one or more Wellness Services.
04Healthcare Services
Authorized Providers collect Information about you (or any Registered Dependent) that you provide before or during a Consultation. They may collect this Information in different ways, including:
- Discussions with you during the Consultation
- Text messages with you before the Consultation
- Information you enter or upload to the DOS Platform before the Consultation
Authorized Providers also have access to other Information about you through the DOS Platform — Information you provide in your consultation request, Information you've entered into your DOS Health Profile, and (with your permission) information from your previous Consultations on the Platform.
Emergency contacts
Authorized Providers may, but are not required to, email or text your emergency contact if they believe you are presenting with a healthcare emergency. You are responsible for advising your emergency contact that you are providing their name and contact information to DOS, and for obtaining any necessary consent from them for the use of that information.
If we don't strictly need a piece of information to give you care, we don't ask for it. We don't track your shopping behaviour or cross-link with marketing databases.
05Wellness Services
You have the option to sign up to receive Wellness Services from DOS. If you sign up, you will be invited to provide Information about yourself (or a Registered Dependent) as part of your DOS Health Profile. This may include health and wellness interests, demographic data, and health history.
DOS will collect this Information and use it to provide you with the Wellness Services for which you sign up. The data created through your use of our Wellness Services is used to further enhance and tailor your experience with those services.
If you choose to include information from your Healthcare Services in your Wellness Health Profile (such as diagnoses or treatment details), DOS will use that information to provide suggestions for similar Wellness Services that may be of interest.
06Other Services
DOS provides services that support the provision of Healthcare Services. These include:
- Receiving, reviewing, and uploading laboratory test results to the DOS Platform
- Faxing prescriptions to pharmacies
- Obtaining referrals for consultations with specialists
- Collecting information required for scheduled appointments (such as health card numbers or referral letters)
DOS also provides services that are healthcare-related but not Healthcare Services — for example, navigational services to assist you in accessing care on the DOS Platform. DOS Personnel deliver these services and complete privacy and security training before doing so.
Other collections and uses
DOS uses Information to the extent necessary to develop, evaluate, improve, provide, and support the DOS Platform. We may also use Information for loss prevention, fraud prevention, and to comply with legal requirements. We do not collect or use Information if non-identifying information will suffice.
Third-party service providers
DOS uses third-party software and service providers for technical, operational, and marketing services. We require these providers to limit their use of Information to what is necessary for their services, and to maintain security measures appropriate for the protection of Information.
07Sharing & disclosure of Information
DOS may disclose Information in the following circumstances:
- Emergency contacts — as described in Section 04, where an Authorized Provider believes you are experiencing a healthcare emergency.
- Third parties, on consent — for example, an insurer or other third-party payer for the purpose of facilitating payments and benefits.
- Compliance & fraud prevention — to comply with Applicable Law (including subpoenas, orders, or similar obligations), to establish or exercise DOS's legal rights, and to detect, investigate, suppress, or take action regarding illegal activity, suspected fraud, or threats to safety.
- Business transactions — for the purposes of due diligence or completion of a business transaction such as a merger, acquisition, or asset sale. We comply with all applicable legal requirements, including agreements and notice requirements that apply to such disclosures.
08Retention & deletion of Information
Unless we notify you otherwise, we retain your Information on the DOS Platform until you (or DOS) close your account. On termination, for a limited time, you will be able to print or copy your Information held in the DOS Platform — except for any private notes of Authorized Providers.
After that time period has ended, we will securely delete the Information associated with your account, except for any Information that DOS is required to retain under Applicable Law, or Information required by an Authorized Provider in connection with Healthcare Services. The latter is deleted once the Authorized Provider makes a copy or terminates their account with DOS.
When Information is deleted, it is removed from our active database. Any Information that remains in our backup is securely stored and isolated from active processing.
09Accessing & correcting your Information
You can access your Information or that of your Registered Dependents by logging in to your account on the DOS Platform.
You may update or correct your Information at any time, except Information that an Authorized Provider has viewed or created. Any request to update or correct that kind of Information should be made directly to us through our contact page.
10Privacy settings
The DOS Platform enables you to make choices that enhance the protection of your privacy:
- Two-factor authentication — enable on your account to help prevent unauthorized access. Once enabled, you'll need to enter a code sent to your mobile in addition to your password.
- Audio, chat, or video Consultations — choose the format that works for you.
- Withholding information — when requesting a Consultation, you may choose to withhold information (e.g. from your healthcare records) from the Authorized Provider. Be aware they may be unable to provide you with Healthcare Services as a result, and will advise you accordingly.
- Communication preferences — choose whether to receive communications from DOS by email or SMS.
- Login history — check your login history when you access the DOS Platform.
If you need assistance with these options, please reach out via our contact page. To protect your privacy, we may request information to verify your identity when you contact us.
11Safeguarding Information
We permit DOS Personnel — our employees, contractors, and subcontractors — to access Information only to the extent necessary to perform their designated functions. We require Personnel to complete privacy and security training and to commit to protecting Information by complying with our policies, procedures, and Applicable Law.
We store your information in electronic format within Canada, using computer systems with restricted access housed in facilities using physical security measures.
More generally, we have in place appropriate physical, technological, and organizational safeguards — including access controls — to protect Information against loss, theft, and unauthorized access, use, and disclosure.
Notwithstanding these safeguards and our commitment to protecting Information, we cannot guarantee the security or error-free transmission or storage of Information. There are risks inherent in the use of electronic means to transmit and hold information in electronic format. These risks can be minimized but not eliminated by the use of appropriate security measures.
Your records live on Canadian servers behind multiple layers of security. We treat unauthorized access as a serious incident and notify you if it materially affects you.
What this agreement means in 30 seconds.
- You must be 18+ and a Canadian resident to register and use the DOS Platform.
- Authorized Providers are independent contractors — they are responsible for the care they provide; DOS facilitates access.
- The Platform is not for emergencies — call 911 or attend your nearest emergency room if you believe you are in one.
- You may have only one DOS account, and you are responsible for activity that occurs under it.
01The DOS Platform & Services
DOS Corporation ("DOS", "we", "us") owns and operates an information technology platform consisting of applications, websites, content, products, and services (collectively, the "DOS Platform"). The DOS Platform enables registered users ("Users", "you", "your") to access telehealth services provided by healthcare providers registered to practice in a Canadian province or territory ("Authorized Providers") and certain other health-related services.
Telehealth is healthcare delivered through interactive text, audio, and/or video technology, where the patient and provider are not in the same location. We reserve the right to amend these Terms at any time to account for changes in applicable law, our services, our practices, and/or the DOS Platform.
02Eligibility
To open an account to use the DOS Platform (a "DOS Account"), you must:
- Be at least 18 years of age
- Be a temporary or permanent resident of a Canadian province or territory ("Residency Requirements")
- Register with DOS
Users may register individuals for whom they have the legal right to make healthcare decisions ("Registered Dependents") and use the DOS Platform on their behalf. Each Registered Dependent must have a separate profile with their name and personal information. Where you are using the DOS Platform on behalf of a Registered Dependent, the terms "you" and "your" include that Dependent.
Nothing in these Terms requires DOS to accept any registrant as a User, even if they meet the eligibility criteria.
03Your agreement with DOS
These Terms govern your access to and use of the DOS Platform. On acceptance, these Terms constitute a binding agreement between DOS and you. They also govern your participation in DOS's Referral Program, Gift Card Program, and Purchasing Credit Program (collectively, "DOS Programs").
By clicking "I accept", you agree to these Terms. If you do not agree at any point, you must immediately stop accessing the DOS Platform and DOS Programs.
Certain plans, offers, products, services, or features may also be subject to additional terms posted, communicated, or modified by us or third parties. Your use of those is subject to those additional terms, which are incorporated by reference into these Terms. In the event of conflict, these Terms control. Our Privacy Policy forms part of these Terms.
04Your representations & warranties
You represent and warrant to DOS, and acknowledge that DOS is relying on these representations, that:
- You and your Registered Dependents meet the Residency Requirements and will continue to do so when you request and Healthcare Services are provided
- You are authorized to act for your Registered Dependents, particularly to make decisions about their healthcare
- You will use the DOS Platform solely for personal, non-commercial use
05Nature & scope of Healthcare Services
Authorized Providers
Only regulated health professionals may provide Healthcare Services. Authorized Providers may be Authorized Physicians (registered to practice medicine in at least one Canadian province or territory) or Authorized Non-Physician Providers (other regulated health professionals such as psychotherapists or nurses).
Telehealth licensing
Each province and territory has its own rules about who may practice telehealth and the conditions for doing so. Depending on the rules in your province or territory, Authorized Providers may not be located there when delivering services to you. If you would like more information, please consult the regulator (the College) of which the Authorized Provider is a member.
Not a replacement for primary care
Healthcare Services do not take the place of appointments with your regular primary care provider. If you do not have one, we encourage you to find one. The DOS Platform enables you to send a summary of your Healthcare Services to the healthcare provider of your choice.
Healthcare Services Terms — your acknowledgements
As a term and condition of receiving Healthcare Services, you acknowledge and agree to the following:
- The DOS Platform is a technology platform that facilitates connecting Users with Authorized Providers. DOS itself is not registered to provide healthcare services.
- Authorized Providers are independent contractors who use the DOS Platform to provide Healthcare Services. They are not employees of DOS.
- Authorized Providers are solely responsible for the Healthcare Services that they provide — including compliance with standards of care, record-keeping, professional obligations, and privacy law.
- The Healthcare Services available to you depend on your province or territory of residence and the location you are in at the time you request the services.
- You will only request Healthcare Services for yourself or your Registered Dependents.
- As with any healthcare consultation, no results can be guaranteed. Your Authorized Provider may determine Healthcare Services are not appropriate for some or all of your treatment needs.
- You are responsible for providing the Authorized Provider with the information they advise is required. If you decline to provide it, the Authorized Provider may not be able to provide you with Healthcare Services.
- There are risks inherent in telehealth, including risks specific to remote consultation. Your Authorized Provider may discuss these with you.
The DOS Platform cannot be used for emergency healthcare. If you believe you are dealing with an emergency, call 911 immediately or attend your nearest emergency room.
Symptoms NOT eligible for treatment via the Platform
The following symptoms are not eligible to be treated through Healthcare Services on the DOS Platform:
- Chest pains
- Difficulty breathing
- Fever in children under the age of 3 months
- Blackouts or feelings of impending blackout
- Any impairment in level of consciousness
- Stroke-like symptoms (impaired sensation, weakness, slurred speech)
Prescription limitations
Unless they have an ongoing treating relationship with you, Authorized Providers are NOT permitted to prescribe certain kinds of medication — including narcotics, controlled substances, non-therapeutic drugs, and other drugs that may be harmful because of their abuse potential or side-effect profile.
Any prescriptions you obtain from an Authorized Provider are solely for the personal use of the individual named. You will fully and carefully read all provided product information and labels, and contact a physician or pharmacist if you have any questions. You will seek emergency help or follow-up care when recommended.
06Technology terms
As a term and condition of using the DOS Platform, you acknowledge and agree that you will not:
- Remove or alter any copyright, trademark, brand elements, or proprietary notices
- Reproduce, modify, prepare derivative works, distribute, license, lease, sell, transfer, publicly display, transmit, broadcast, or otherwise exploit the DOS Platform except as expressly permitted
- Decompile, reverse engineer, or disassemble the DOS Platform
- Link to, mirror, or frame any portion of the DOS Platform
- Run scripts for scraping, indexing, or data mining the Platform, or unduly burdening or hindering its operation
- Attempt to gain unauthorized access to or impair any aspect of the DOS Platform or its systems and networks
- Impersonate any person or entity, or misrepresent your affiliation
- Use the DOS Platform in a manner that violates any laws
You also agree that you will:
- Keep your DOS Account username and password secure and not disclose them to anyone
- Refrain from abusive language or inappropriate conduct when communicating through the Platform, including with Authorized Providers
- Not contact Authorized Providers in respect of Healthcare Services except through the DOS Platform
Unless otherwise permitted by DOS in writing, you may only have one DOS Account. You are responsible for all activity that occurs under your account.
07Business terms
As a term and condition of using the DOS Platform, you acknowledge and agree:
- You will be charged a provider fee for any Uninsured Healthcare Services you receive (a "Provider Fee").
- Healthcare Services covered by your provincial Health Plan do not require payment by you, provided you meet the eligibility criteria (these are "Insured Healthcare Services").
- Healthcare Services not covered by a provincial Health Plan require payment of a fee (these are "Uninsured Healthcare Services").
- You will pay all applicable fees as further described in Section 13. We encourage you to contact us if you have questions about Provider Fees.
08Privacy
PHI you provide to Authorized Providers is collected by the Authorized Providers, as explained in our Privacy Policy. The Privacy Policy also describes DOS's collection, use, disclosure, retention, and destruction of PHI.
The Privacy Policy forms part of these Terms — it is essential that you review it before agreeing to these Terms.
09Termination & effect of termination
On notice to you, DOS may immediately, at any time and for any reason, terminate your access to the DOS Platform and/or your participation in DOS Programs, or cease providing the DOS Platform or any portion of it. DOS has the right to select the means by which it gives you notice.
These Terms continue to apply so long as you have access to the DOS Platform or participate in any DOS Programs.
10Ownership (Intellectual Property)
The DOS Platform, all content, and rights therein — except PHI — are and remain DOS's property or the property of DOS's licensors. Neither these Terms nor your use of the DOS Platform convey or grant to you any rights to use or reference DOS's brand elements, company name, logo, product or service names, trademarks, or service marks (or those of DOS's licensors).
You are not permitted to copy, reproduce, distribute, modify, create derivative works of, publicly display, publicly perform, republish, download, store, or transmit any Content, except as expressly permitted by DOS or applicable law.
11Disclaimer & limitation of liability
Disclaimer
The DOS Platform is provided "as is" and "as available". DOS disclaims all representations and warranties, express, implied, or statutory, not expressly set out in these Terms — including the implied warranties of merchantability, fitness for a particular purpose, and non-infringement.
DOS makes no representation, warranty, or guarantee regarding the reliability, timeliness, quality, suitability, or availability of services requested through the DOS Platform, or that the services will be uninterrupted or error-free. DOS does not guarantee the quality, suitability, or safety of any Healthcare Services provided by Authorized Providers.
Limitation of liability
DOS (and its directors, officers, employees, shareholders, affiliates, agents, and independent third-party contractors) shall not be liable for any damages, liability, or losses arising out of:
- Your use of or reliance on the DOS Platform and/or Healthcare Services
- Your inability to access or use the DOS Platform
- Any transaction or relationship between you and any Authorized Provider
Under no circumstance will DOS be liable for indirect, incidental, special, exemplary, punitive, or consequential damages — including professional negligence, personal injury, lost income, or lost data — related to or in connection with the DOS Platform or Healthcare Services.
12Indemnity
You agree to indemnify and hold DOS (including its directors, officers, employees, agents, and shareholders) harmless from any and all claims, demands, losses, liabilities, and expenses (including reasonable legal fees) arising out of or in connection with:
- Your use of the DOS Platform and Healthcare Services obtained through it
- Your breach or violation of any of these Terms
- Your violation of the rights of any third party — including Authorized Providers, other Users, or any person on whose behalf you request Healthcare Services
13Fees & payment options
DOS may offer different payment options for Users to use the DOS Platform and access Healthcare Services. Some payment options may have differing terms, conditions, and limitations, which will be disclosed to you when changing your payment options.
Insured Healthcare Services
Insured Healthcare Services do not require payment of Provider Fees. To access them, you must have a valid health card or personal health number for the province or territory in which your visit is to be claimed, and you must have active coverage on the date you receive the services.
You have a limit of one consultation with an Authorized Provider covered by a Health Plan each calendar day that the Healthcare Service is offered. If the Health Plan deems you ineligible for coverage, you will be responsible for the Provider Fee.
Pay-per-visit option
You may pay the Fees for Uninsured Healthcare Services at the time you request them. DOS requires you to submit credit card information prior to the provision of any Healthcare Services for the purpose of validation.
Third-party payment / coverage
DOS may permit a third party (for example, an employer or insurer) to pay the Fees and/or Membership Fee for some or all Uninsured Healthcare Services provided to a User or group of Users.
Currency & taxes
All Fees for Uninsured Healthcare Services are in Canadian dollars. Service Fees are inclusive of any applicable taxes based on your billing location.
14General provisions
Entire Agreement
These Terms, including any Supplementary Terms, Membership Terms, and other additional terms referenced herein, constitute the entire agreement between DOS and you with respect to their subject matter, replacing all prior agreements.
Governing Law
These Terms are governed by the laws of Ontario and the laws of Canada applicable therein, excluding any conflict of laws. By accessing the DOS Platform, you agree that any disputes arising from these Terms will be brought to the provincial and federal courts in the City of Toronto, Ontario.
Non-assignment
These Terms are not assignable, transferable, or to be sublicensed by you except with DOS's prior written consent. DOS may assign, transfer, or delegate any of its rights and obligations without your consent.
Links to external websites
We provide links to other websites or resources, including those operated by parties other than DOS, for your convenience. DOS is not responsible for the availability of such external websites or resources, does not endorse them, and has no responsibility for or control over their content, terms of use, or privacy policies. You access third-party websites at your own risk.
Severability
If any provision in these Terms is held invalid, void, or unenforceable, that provision (or the part making it invalid) will be struck and will not affect the validity and enforceability of the remaining provisions.
Contact
If you have questions about the DOS Platform or these Terms, please reach out via our contact page.
Our commitment in 30 seconds.
- We are fully committed to making our organization and services accessible for everyone.
- We comply with AODA and WCAG 2.0 Level AA, plus applicable human rights legislation.
- Equity is a guiding principle — inclusion, respect, autonomy, and equal opportunity in everything we do.
- We want your feedback — please reach out via our contact page if you encounter any accessibility barriers.
01Our commitment
We're fully committed to making our organization and services as accessible as possible for all. Equity is a guiding principle as we carry out our mission of building a connected healthcare experience for patients and practitioners.
We promise to apply the highest standards of inclusion, respect, autonomy, and equal opportunity in everything we do, and for everyone we serve. When it comes to our work environment, we're dedicated to fostering positivity, compassion, dignity, and independence for all.
If something on our website or in our clinics gets in your way, that's a problem we want to know about and fix.
02Legal accessibility obligations & standards
We have a duty to comply with applicable accessibility legislation and regulation, including:
- The Accessibility for Ontarians with Disabilities Act ("AODA")
- The Web Content Accessibility Guidelines ("WCAG") 2.0 Level AA standard published by the World Wide Web Consortium
- Human rights legislation applicable in our jurisdictions
These standards inform how we design our services, how we train our staff, and how we evaluate our digital products.
03External resources
When you select a link from our website or applications which leads to a third-party source, you are subject to that party's privacy, copyright, security, and information quality policies.
We cannot guarantee that third-party sources will comply with AODA and WCAG requirements. Where possible, we will note third-party tools in our resource lists and link to their accessibility statements.
04Feedback
We want to hear from you if you encounter any accessibility barriers on our website, in our applications, or at any of our locations.
Please contact us through our contact page to share your feedback. We aim to acknowledge accessibility feedback within two business days and to provide a substantive response within ten business days.
If you tell us we got it wrong, we'll fix it. We take this seriously — accessibility is not optional.
What this policy means in 30 seconds.
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