Privacy Policy
Effective Date: May 12, 2026
Last Updated: May 12, 2026
PhysioSense (“PhysioSense,” “we,” “us,” or “our”) is committed to protecting the privacy and confidentiality of personal information collected from our patients, website visitors, and clients. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at physiosense.ca, book appointments with us, receive treatment at our Niagara Falls or Fonthill locations, or communicate with us by phone, email, or text message.
We comply with Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), Ontario’s Personal Health Information Protection Act, 2004 (PHIPA), and all other applicable Canadian privacy legislation.
1. Who We Are
PhysioSense is a multi-disciplinary health clinic offering physiotherapy, massage therapy, chiropractic, acupuncture, orthotics, kinesiology, laser therapy, vestibular rehabilitation, and psychotherapy services. We operate two clinic locations in the Niagara Region of Ontario, Canada.
Niagara Falls
4728 Dorchester Rd, Unit 8
Niagara Falls, ON
Phone: 905-357-4778 | Fax: 905-357-4738
Fonthill
1018 Pelham St., Unit 6
Fonthill, ON
Phone: 289-341-0373 | Fax: 289-205-0459
Email: [email protected]
2. Information We Collect
We collect personal information that you provide to us directly, as well as certain information generated automatically when you use our website or services.
2.1 Personal and Contact Information
This includes your full name, date of birth, mailing address, email address, telephone numbers (including mobile), emergency contact details, and government-issued health card number where required for billing.
2.2 Personal Health Information
In the course of providing health services, we collect health information including your medical history, current symptoms and conditions, medications, allergies, past treatments, diagnostic imaging and reports, referral information, family physician details, assessment and treatment notes, and progress records. This information is collected and managed in our electronic medical record (EMR) system, Practice Perfect EMR.
2.3 Insurance and Billing Information
We collect information necessary to process direct billing and payment for services, including extended health benefits provider details, policy and certificate numbers, motor vehicle accident claim information, WSIB claim numbers, and payment card details where applicable.
2.4 Communication Records
When you contact us by phone, text message, email, or through our website, we may retain records of those communications, including voicemails, SMS/text message content, email correspondence, and form submissions, for service delivery, quality assurance, and recordkeeping purposes.
2.5 Website and Technical Information
When you visit our website, we may automatically collect technical information such as IP address, browser type and version, device type, operating system, referring URL, pages visited, and the date and time of your visit. We may use cookies and similar technologies to improve site functionality and analyze traffic.
3. How We Use Your Information
We use the information we collect for the following purposes:
- To schedule, confirm, reschedule, and cancel appointments.
- To provide assessment, treatment, and follow-up care across our service lines.
- To create and maintain your health record in Practice Perfect EMR.
- To communicate with you about your care, including appointment reminders sent by phone, email, or text message via our VoIP provider, Ooma.
- To process payment, submit insurance claims, and conduct direct billing with extended health providers, motor vehicle insurers, and WSIB.
- To respond to inquiries submitted through our website, by email, or by phone.
- To comply with our legal, regulatory, and professional obligations, including those imposed by the College of Physiotherapists of Ontario, the College of Massage Therapists of Ontario, the College of Chiropractors of Ontario, the College of Registered Psychotherapists of Ontario, and other applicable regulatory bodies.
- To improve the quality of our services and the security and performance of our website.
4. Text Messaging and Mobile Communications
We use Ooma, our Voice over Internet Protocol (VoIP) provider, to place phone calls and send text (SMS) messages related to your care. Text messages may include appointment reminders, scheduling updates, billing reminders, and other clinic-related communications.
By providing your mobile telephone number to PhysioSense, you consent to receive text messages from us at that number. Standard message and data rates from your mobile carrier may apply. You may opt out of receiving text messages at any time by replying STOP to any message you receive from us, or by contacting our clinic directly. Opting out of text messages will not affect your ability to receive care.
No mobile information will be shared with third parties/affiliates for marketing/promotional purposes. All the above categories exclude text messaging originator opt-in data and consent. This information will not be shared with any third parties.
5. How We Disclose Your Information
We do not sell, rent, or trade your personal information. We disclose personal information only in the following limited circumstances:
5.1 Service Providers
We share information with trusted third-party service providers who help us operate our clinic and website, only to the extent necessary for them to perform their services on our behalf. These include:
- Practice Perfect EMR — our electronic medical record and online booking platform.
- Ooma — our VoIP telephone and SMS provider.
- Extended health insurance providers and direct-billing networks (such as TELUS Health and similar adjudication networks) — for the purpose of submitting claims on your behalf.
- Payment processors — to process credit and debit card payments.
- Website hosting and IT service providers — to operate, maintain, and secure our website and clinic systems.
These service providers are bound by contractual obligations and applicable laws to safeguard your information and use it only for the purposes for which it was disclosed.
5.2 Within Your Circle of Care
With your consent, we may share relevant personal health information with other health professionals involved in your care, including your family physician, referring physician, specialists, or other treating practitioners, in accordance with PHIPA.
5.3 Legal and Regulatory Requirements
We may disclose information where required or permitted by law, including in response to a court order, subpoena, regulatory investigation, or request from a regulatory college or law enforcement authority, or where disclosure is necessary to prevent serious harm.
5.4 Business Transitions
In the event of a clinic merger, acquisition, sale of assets, or wind-up, personal information may be transferred to the successor organization, subject to the privacy protections described in this policy and applicable law.
6. Consent
By providing your personal information to PhysioSense and receiving services from us, you consent to the collection, use, and disclosure of your information as described in this policy. Where required by law — particularly for personal health information — we will obtain your express consent.
You may withdraw your consent at any time, subject to legal and professional recordkeeping obligations. Withdrawing consent may limit our ability to provide certain services to you. To withdraw consent, please contact our Privacy Officer using the details in Section 11.
7. Data Retention
We retain personal health information for the minimum period required by applicable law and by the professional colleges that regulate our practitioners. In Ontario, this is generally at least ten (10) years from the date of last contact for adult patients, and at least ten (10) years past the patient’s eighteenth birthday for patients who were minors at the time of treatment. Non-health-related information is retained only as long as necessary to fulfill the purposes for which it was collected, or as required by law.
8. Safeguards
We maintain reasonable physical, technical, and administrative safeguards to protect your information against loss, theft, unauthorized access, disclosure, copying, use, or modification. These include access controls and role-based permissions within Practice Perfect EMR, encryption of data in transit, secure storage of paper records, staff confidentiality agreements, and ongoing privacy training for our team.
No method of transmission over the internet or method of electronic storage is completely secure, however, and we cannot guarantee absolute security.
9. Your Rights
Subject to applicable law, you have the right to:
- Request access to the personal information we hold about you.
- Request correction of information that is inaccurate or incomplete.
- Withdraw consent to the collection, use, or disclosure of your information, subject to legal and professional limitations.
- Make a complaint about our handling of your personal information.
To exercise any of these rights, please contact our Privacy Officer.
10. Third-Party Links
Our website may contain links to third-party websites, including online booking through Practice Perfect EMR and mapping services. This policy does not apply to those external sites, and we encourage you to review the privacy policies of any third-party services you use.
11. Privacy Officer and Contact Information
If you have questions, concerns, or complaints about this Privacy Policy or our handling of your personal information, please contact our Privacy Officer:
PhysioSense — Privacy Officer
4728 Dorchester Rd, Unit 8
Niagara Falls, ON
Phone: 905-357-4778
Email: [email protected]
If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner of Canada (priv.gc.ca) or, for matters involving personal health information, the Information and Privacy Commissioner of Ontario (ipc.on.ca).
12. Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or for other operational reasons. The “Last Updated” date at the top of this policy indicates when it was most recently revised. We encourage you to review this policy periodically. Your continued use of our services and website after any changes constitutes acceptance of the updated policy.