Privacy Notice

The Clarence-Rockland Family Health Team (CRFHT) and Clarence-Rockland Family Health Organization (CRFHO), both individually and collectively (all collectively referred to as the “Clinic”), are committed to patient privacy and protecting the confidentiality of the personal health information we hold (“PHI”). 

 CRFHO is the health information custodian (“HIC”) under the Personal Health Information Protection Act, 2004 (“PHIPA”).  The HIC is accountable for compliance with PHIPA and the protection of PHI and health records.  For the purposes of privacy obligations, CRFHT and staff of the Clinic (“Staff”) are agents of the HIC. 


1.                  YOUR HEALTH RECORD

 Your PHI, as contained in 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.

 The information in your health record belongs to you, but the health record itself is the property of CRFHO.

 With limited exceptions, you have the right to access the PHI we hold about you.  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 must be present, and a reasonable fee may be charged for this access. If you need a copy of your health record, please ask your care provider or contact our Privacy Officer.  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).

We make every effort to ensure that all of your information is recorded accurately. If you view your health record and discover any inaccuracies, please be sure to let us know. 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.


2.                  OUR PRACTICES

We collect, use and disclose (meaning share) your PHI 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
  • Compile statistics
  • Comply with legal and regulatory requirements
  • Fulfill other purposes permitted or required by law

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


3.                  YOUR CHOICES

You have a right to make choices and control how your PHI at the Clinic is collected, used, and disclosed, subject to a few exceptions.

For most health care purposes, your consent to use your PHI is implied as a result of your consent to treatment, unless you tell us otherwise. We may also collect, use and share your PHI 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 of your PHI with one or more of the Staff or ask us not to share your PHI with one or more of your external health care providers (such as a specialist). This is known as asking for a “lockbox”.  If you would like to know more, please ask us for a copy of our Patient Lockbox Information Brochure.

There are other circumstances where we cannot assume we have your consent to share information.  For example, we must have your permission to give your PHI to people who do not provide you with health care, including health professionals in the Clinic 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, subject to some restrictions under applicable law. If you say yes, you may change your mind at any time, subject to the requirement for you to provide us with reasonable notice. Once you say no, we will no longer share your information unless you say so.

There are cases where we may collect, use or disclose your PHI 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 PHI in a number of permitted or required circumstances, including to eliminate or reduce a significant risk of serious bodily harm; or to fulfill mandatory reporting obligations under other laws such as for child protection or safe operation of a motor vehicle.



If you would like a copy of our Privacy Policy, please ask us for a copy.

We encourage you to contact us with any questions or concerns you might have about our privacy practices. Our Privacy Officer is:


Harry Jones

Executive Director

Clarence-Rockland FHO

2741 Chamberland Street

Rockland, Ontario

K4K 0B4


Telephone: (613) 446-7677

Fax: (613) 446-5737


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


1-416-325-9195 (fax)

or visit the IPC website via