Information Practices / Client Safety / Customer Service Standards
The Health Department is committed to promoting privacy and protecting the confidentiality of the health information we collect, use and/or disclose. We recognize that the health information of our clients should be handled with respect and sensitivity and our clients' privacy must be protected. When collecting and using personal health information, we take measures to ensure the privacy and confidentiality of the information is protected.
You have the right to know how we collect, use, and disclose your personal health information and how you can gain access to it. You may ask to access and/or correct your Health Department record, or to withdraw your consent.
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 information1. The Commissioner & Medical Officer of Health (MOH) is the Health Information Custodian for Durham Region Health Department under PHIPA. The MOH is responsible to ensure that your confidential information is collected, used, stored, and shared in a manner that upholds your privacy and confidentiality. Any person who works as an agent of the MOH shares the same obligation to protect the privacy and security of your confidential information. |
| Protecting your confidential information |
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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. |
| Collection of your confidential information |
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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. Occasionally, we collect confidential information about you from other sources if we have obtained your consent to do so or if permitted by law. All information collected by us is documented on paper and/or electronically, and kept confidential as outlined in our internal policies and procedures. Provincial electronic information systems are used by the Health Department to support ongoing health care services and programs. These systems may collect, record, and verify information used for our services. The systems are securely hosted by the Government of Ontario’s data centres and include some of the following:
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| Use of your confidential information |
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The Health Department uses your confidential information for the purpose of:
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| Release of your confidential information |
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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:
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Your rights |
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It is important to understand your various privacy rights under PHIPA. This includes your right to:
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| How to contact us |
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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: Manager, Health Information, Privacy & Security
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| How to file a privacy complaint |
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If, after contacting us, you feel that your concerns have not been addressed to your satisfaction, you have the right to file a complaint with the Information and Privacy Commissioner of Ontario. The Commissioner can be reached at: Information and Privacy Commissioner of Ontario
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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
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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. |
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You have the right to:
Your responsibilities include:
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 LINEDurham 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. |
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