Legal
Privacy Policy
Learn how EaseCare collects, uses, and protects your personal information when you use our platform and services.
Overview
Updated: March 25, 2025
EaseCare Medical (“EaseCare”, “us” or “we”) are proud to offer you the EaseCare Medical website (www.easecare.ca) and the associated InnovaCARE Tech platform (the “Platform”). EaseCare is committed to protecting your personal information and complying with applicable data protection and privacy laws. This “Privacy Policy” tells you how we do so.
This Privacy Policy applies to the collection, use and disclosure of personal information by health care professionals, including physicians, physician assistants, and therapists (“HCPs”) who use the Platform to provide individuals with telehealth or telemedicine services (“Health Services”) or assisting with the provision of services (“Support Services”) on EaseCare.
Some HCPs may be subject to additional privacy laws and professional requirements that govern how HCPs collect, use and disclose personal information. In certain cases, the HCP and not EaseCare is responsible for the protection of your personal information. In such cases, EaseCare will be considered the HCPs agent and shall continue to protect all personal information in accordance with this privacy policy, but shall collaborate with the HCP as required. If you have any questions about this, we encourage you to reach out to [email protected].
We will update this Privacy Policy as necessary. Please check it regularly.
What Information Do We Collect?
Website — Cookies
Unless you opt-out, our website uses “Cookies” and other automatic data collection technologies with your consent to collect personal information whenever you visit or interact with the website, including unique identifiers and preference information such as IP address, technical usage, browser type, time zone settings, language preferences, operating system, unique device identifiers, search history, page response times and length of visit, pages viewed, marketing preferences or navigation and clickstream behavior for online interactions.
These Cookies helps us understand how you use the website and the content of the website in order to make improvements. We also may use these Cookies to promote our services through marketing and advertising. These Cookies may be accessed or disclosed to third-parties for the purpose of serving you relevant advertisements.
You can opt-out of Cookies or prevent third-party websites from accessing our Cookies through the privacy settings on your browser. However, opting-out of our Cookies may disable some of the website's features, and may prevent us from providing you with the information and services you have requested.
Website — Contact-Us (online form, chat box, or e-mail)
When you submit a form on the website, use our customer service chat messenger, or e-mail us with a question, we will collect personal information about you like your name, e-mail, phone number, and company name. This information will be used by EaseCare to communicate with you, provide you with the information you requested, and conduct appropriate follow-up.
Website — Direct Marketing
If you sign up to receive direct marketing or promotional communications from EaseCare, we will collect your name and e-mail to inform you about EaseCare and the associated products and services.
Platform — Provider Account Creation
When a HCP registers to become a HCP on the Platform, we will collect personal information about the HCP like name, e-mail, phone number, billing details, information about their medical practice, and information about their registration with their respective provincial colleges. This information will be used by EaseCare to create an account for the HCP with EaseCare and the Platform (“HCP Accounts”), verify they have a valid license to act as a HCP with their respective provincial college, confirm their identity in the future, and to contact the HCP with respect to their use of the Platform.
Platform — Patient Account Creation
When an individual registers as a patient on the Platform to access Health Services with a HCP, we will collect their name, e-mail address, phone number, gender, date of birth, province/territory/state of residence, healthcare card, and credit card information or other billing information. This information will be used to create a user account for the individual (“User Account”).
While we collect your credit card information, we use Stripe to process all payments, and as such, do not store such information.
The Health Services and Support Services are also available for use by children at the discretion of the HCP. For all patients under the age of 18, the holder of the User Account must be the patient's parent or legal guardian. The parent or legal guardian may be asked to provide personal information about the minor in order to register them to use the User Account (“Registered Child”).
Platform — Patient Visits
Through the use of the Platform, HCPs may collect and use personal health information about the patient. HCPs may collect personal health information verbally or by text, including: the reason for the patient's consultation request, relevant health history, present condition or symptoms and current treatments. This information is used by the HCP to provide the Health Services and/or Support Services. The HCPs may log this personal information about the visit to the relevant User Account on the Platform, which may be referenced by them and other HCPs in the future. Patients are also able to log personal health information into their User Account to allow easy reference by HCPs.
During your visit with a HCP, the HCP may utilize artificial intelligence transcription technology embedded in the Platform, which will record your voice to help create a summary of your visit on the Platform for record keeping purposes. Once the summary note is made, your voice recording is deleted shortly after. Please refer to section 11 of this privacy policy for more information on how we use and protect this technology, or reach out to [email protected] with your questions or feedback.
In some cases, some HCPs who use the Platform and interact with patients are governed by their own privacy policies with respect to the collection, use and disclosure of personal information to comply with the laws of the HCP's local jurisdiction. HCPs are required to keep logs of each patient visit within their own practice medical records off the Platform.
Why Do We Use Personal Information?
We use your personal information to:
- manage our relationship with you and provide you with the information or services you request,
- create a HCP Account for HCPs interested in providing Health Services or Support Services through the Platform,
- create a User Account for patients interested in receiving Health Services or Support Services through the Platform,
- facilitate the delivery of Health Services or Support Services to patients by HCPs using the Platform, including maintaining records as required by different provincial laws and HCP governing bodies;
- conduct research and evaluate development on the website, including analyzing testing data to improve our services,
- communicate with you regarding inquiries for information or customer service request or employment opportunities,
- detect, prevent or investigate security breaches,
- process insurance, credit card or other payment information as agreed to on the website or through the use of the Platform,
- protect our business, and
- maintain appropriate records for internal administrative purposes.
EaseCare reserves the right to aggregate and anonymize personal information (including personal health information) stored on its system and use such aggregated information as it sees fit.
We may also use or disclose your personal information in the following circumstances:
- When the collection, use or disclosure of personal information is permitted or required by law or by regulatory proceedings;
- In an emergency that threatens an individual's life, health, or personal security;
- When we require legal advice from a lawyer;
- To protect ourselves from fraud;
- To a collection agency in order to collect our unpaid accounts;
- To investigate an anticipated breach of an agreement or a contravention of law.
If we merge with another business, we will inform you of any impact on your personal information.
Website
We only share your personal information with service providers, including our affiliates, in order to operate the website. This includes potentially sharing your personal information for:
- providing requested services or information,
- operating and optimizing the website, or
- customer service.
Platform
We may share your personal information, including personal health information, with service providers, HCPs registered on the Platform, and other third-parties you request (such as pharmacies or HCPs not using the Platform). This includes sharing your personal information for:
- fraud prevention,
- payment processing via Stripe,
- providing requested services or information,
- operating the website or Platform,
- customer service, and
- facilitating the delivery of Health Services or Support Services.
How Long Do We Keep Personal Information?
We retain personal information for as long as required to provide the services for which it was collected, otherwise, in accordance with applicable legal and regulatory requirements.
The following are the minimum retention periods for patient records by province:
| Province / Territory | Retention Period |
|---|---|
| British Columbia | 16 years from the date of last entry or 16 years from when the patient reaches the age of majority (19), whichever is later. |
| Alberta | 10 years from date of last entry or 2 years from when the patient reaches the age of majority (18), whichever is longer. |
| Saskatchewan | 6 years from the date of last entry or 2 years from when the patient reaches the age of majority (18), whichever is later. |
| Manitoba | 10 years from date of last entry or 10 years past the age of majority (18) for minor patients. |
| Ontario | 10 years from the date of last entry or 10 years from when the patient reaches the age of majority (18) or until the physician ceases to practice if some conditions are met. CPSO recommends retaining records for a minimum of 15 years. |
| Quebec | 10 years from date of last entry. Age of majority is 18. |
| New Brunswick | 10 years after the patient was last seen or until age 21, whichever is longest. Age of majority is 19. |
| Nova Scotia | 10 years after date of last entry or 10 years after the patient reaches the age of majority (19). |
| Prince Edward Island | 10 years after date of last entry or 10 years after the patient reaches the age of majority (18). |
| Newfoundland & Labrador | 10 years after last provision of service or until age 21 for patients last seen when a minor, whichever is longer. Age of majority is 19. |
| Yukon | 6 years from date of last service or 2 years after the patient reaches the age of majority (19), whichever is longer. |
| Northwest Territories | 10 years from date of last entry or 2 years after the patient reaches the age of majority (19), whichever is longer. |
| Nunavut | 10 years from date of last entry or 2 years after the patient reaches the age of majority (19), whichever is longer. |
How Do We Keep Personal Information Accurate?
We take reasonable steps to ensure that any personal information in our custody is accurate and up-to-date but we mostly rely on you to notify us of any changes to your personal information.
How Do We Protect Your Personal Information?
We use reasonable and appropriate physical, administrative and technical measures (including encryption) designed to help you secure your personal information against accidental loss and unauthorized access, use, alteration or disclosure.
Only staff and service providers who have a legitimate business purpose for accessing the personal information collected by us are authorized to do so. Unauthorized use of personal information by anyone affiliated with EaseCare is prohibited and constitutes grounds for disciplinary action.
Certain HCPs who utilize the Platform will have additional security policies and procedures to manage individual's personal information (including personal health information).
Even though we take all necessary steps to protect your personal information, security breaches cannot be eliminated and we cannot guarantee no breach will ever occur.
Where Do We Store Personal Information?
All personal information EaseCare collects is stored on secure servers in Canada.
However, personal information processed by our third-party service providers may be done outside of the jurisdiction where the data is stored. While being processed in another jurisdiction, such personal information is subject to that jurisdiction's laws, which may permit governmental authorities the right to access your personal information.
HCPs on the Platform are required by their respective provincial colleges to maintain appropriate records of each patient visit. This involves them using electronic medical records or other digital services that store your personal information, including your personal health information, which may be on servers (or have back-ups) located outside of Canada.
For more information on our service providers or where we store personal information, contact us at [email protected].
Links to Third-Party Sites
Our website or use of the Platform may lead you to third-party websites, including websites advertising products or services. These websites are separate and distinct from EaseCare and have their own separate privacy policies. We are not responsible in any way for how these website collects, uses or discloses your personal information, so it is important to familiarize yourself with the privacy policies before providing your personal information to them.
Direct Marketing
You may sign up to receive marketing or promotional communications from EaseCare. Where you have expressly consented, we may use your personal information to inform you about us and our products and our services, including promotional offers and events.
If you no longer wish to receive marketing or promotional communications from us, you can opt-out at any time by:
- Using the unsubscribe feature found in our emails and other electronic communications, or
- Contacting us via email at [email protected]
We remove your contact information from our distribution list as soon as you unsubscribe.
Consent
By registering for an account with EaseCare to use the Platform, EaseCare and the HCPs obtained your consent (or the guardian's consent for a Registered Child) to collect, use or disclose your personal for the purposes of (i) delivering Health Services and Support Services to you, and (ii) registering you as a HCP on the Platform.
If you no longer wish for your personal information to be processed for these purposes, please contact [email protected] and stop using the Platform.
Artificial Intelligence
EaseCare currently utilizes AI voice technology as part of the operation of the Platform. This technology helps create a text summary of the appointment, which is then reviewed and saved by the HCP as part of their ongoing records of your visit to satisfy their record-keeping obligations. This technology allows the HCP to spend the appointment focused on you and your needs rather than note-taking.
EaseCare has entered into a contract with the provider of this AI technology to ensure that all personal information collected by such technology is protected in accordance with the terms of this Privacy Policy. EaseCare may utilize additional artificial intelligence technologies in the future to help facilitate the delivery of Health Services and Support Services. Speak with your physician if you wish to opt out of their use of these technologies.
For more information on EaseCare's use of these technologies, please contact [email protected].
Your Rights
You also have the right to:
- Make a written request to access your personal information;
- Request us to restrict our use or disclosure of your personal information;
- Object to our use or disclosure of your personal information;
- Request that we edit, but not remove, certain information (like an e-mail address);
- Request that we transfer to another organization the personal information you have provided us;
- Request us to delete the personal information we hold about you; and
- Request we delete your account.
Contact us at [email protected] to exercise any of these rights.
In order to confirm your identity, we may require you to answer some security questions or provide proof of identity.
We will respond within 30 days.
If we cannot grant your request, for example if you make an access request and providing you access would disclose personal information about another person, we will give reasons.
Please note, any requests with respect to your personal health information will be redirected to the relevant HCP.
We will address all requests with equal attention.
Contacting Us
Accountability with respect to your personal information is important to EaseCare. In the event that you have any questions (including how personal information is managed by EaseCare), complaints or concerns about this Privacy Policy, or if you have reason to believe that we may have failed to adhere to it, please contact us by sending an email.
Questions regarding your rights and responsibilities under this Privacy Policy can be directed to our privacy officer at [email protected].
If after contacting us you are still not satisfied, you have the right to file a complaint with your local privacy authority.