Information Practices / Client Safety / Customer Service Standards

Health Department Confidential Information Practices Statement

Privacy and Information Security

The Personal Health Information Protection Act, 2004 (PHIPA) outlines the rules for the collection, use and disclosure of confidential information 1.

Collection of confidential information

The Health Department will collect confidential information about you directly from you or from the person acting on your behalf. The confidential information that is collected may include your name, birth date, address, health history, records of visits and other visits with the Health Department, and the programs and services that you received during those visits. All information collected by us is documented on paper and/or electronically, and kept confidential as outlined in our internal policies and procedures.

Where we have received your consent or where the law allows, we may occasionally collect confidential information about you from other sources.

Use of confidential information

The Health Department uses your confidential information, with your consent, for the purpose of:

• providing you with Health Department programs and services;
• obtaining payment for your care and treatment;
• planning, administering and managing our internal operations;
• conducting risk management and quality improvement activities;
• teaching employees and students;
• conducting research and compiling statistics;
• complying with any legal and regulatory requirements; and
• fulfilling other purposes as permitted or required by law.

Release of confidential information

The Health Department will not disclose your confidential information without your consent, unless permitted or required by law. We may share your information without your consent, in accordance with PHIPA:

• with other health care professionals for the purpose of providing you health care, for example, other medical officers of health and/or their agents;
• with a person carrying out an inspection or investigation authorized by a warrant or by law;
• where it is necessary to eliminate or reduce significant risk;
• pursuant to a summon, subpoena or court order; and
• with a Children's Aid Society, in accordance with the Child and Family Services Act.

Your rights

You may request access to, and correction of, your confidential information outlined in your Health Department records.

You may deny or remove your consent, with some exceptions, for the collection, use and disclosure of your confidential information.

You may file a complaint or concern about our confidential information practices.

What the Health Department does to protect confidential information

Physical, administrative and technical processes are taken to protect your confidential information from theft, loss, and unauthorized access, copying, modification, use, disclosure and disposal.

Routine audits are conducted to monitor and manage compliance with our privacy and security policies and procedures.

The Health Department ensures that all persons who perform services for us protect your privacy and only use or disclose your confidential information for the purpose you have consented to or that are permitted or required by law.

All employees and persons who work for or with the Health Department must complete our privacy education and training program, and must sign a confidentiality agreement.

How to contact us

The Commissioner & Medical Officer of Health is the Health Information Custodian for Durham Region Health Department.

The contact for the Health Department is the Manager, Health Information, Privacy & Security. For more information about our confidential information protection practices, or to raise a concern you have with these practices, please contact the Manager, Health Information, Privacy & Security at:

Sharan Dosanjh
Manager, Health Information, Privacy & Security
605 Rossland Road East
Whitby, ON L1N 6A3 Phone: 905-668-7711
Email: sharan.dosanjh@durham.ca

You also have the right to file a complaint with the Information and Privacy Commissioner/Ontario if you think we have violated your privacy rights at:

Information and Privacy Commissioner/Ontario
Suite 1400, 2 Bloor Street East
Toronto, ON M4W 1A8
General Inquiry: 416-326-3333 Toll-Free: 800-387-0073
Fax: 416-325-9195 TTY: 416-325-7539
Website: www.ipc.on.ca

1 The term "confidential information" refers to the personal and personal health information of Health Department clients, and sensitive information of non-person clients.

Client safety and customer service

As a client of Durham Region Health Department it's important to know that you have many rights and responsibilities that ensure the safety of you and those around you.

You have the right to:

• Have your personal information protected.
• Be asked for consent before we provide support or service.
• Be treated with respect.
• Receive information that is accurate.
• Have information translated to your first language if needed.
• Participate in decisions about your care.
• Make personal choices about your health.
• Receive care that meets your needs.
• Refuse care or service from anyone, where possible.
• Receive information before you choose to take part in a research project.
• Be provided with safe service in a safe environment.
• Know the names and roles of everyone providing you with care.
• Be notified of unexpected events that affect your care.
• Share your concerns about services you receive.
• Be informed about the outcome of your concerns.

Your responsibilities include:

• Treating everyone with respect.
• Giving correct information about you and your health.
• Asking questions if the information given to you is not clear.
• Keeping appointments or cancelling in advance.
• Reporting safety concerns to the Health Department.

Please do not email questions about your personal or private health concerns. Please call 1-800-841-2729 and your call will be sent to the appropriate person in the Health Department. We reply to emails within five business days.

Health Department HELP LINE

Durham Health Connection Line

Monday to Friday, 9 a.m. to 5 p.m., 905-668-2020 or 1-800-841-2729.

Durham Health Connection Line will respond to incoming calls within two business days, except in extenuating circumstances where there would be an unusually high call volume such as during an outbreak, or during immunization suspension time.