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Privacy Policy

Effective date: August 29, 2026
Last updated: August 29, 2026

York Home Care Inc. (“York Home Care,” “we,” “us” or “our”) respects your privacy and is committed to protecting the personal information and personal health information entrusted to us.

This Privacy Policy explains how we collect, use, disclose, retain and protect information when you visit www.yorkhomecare.ca, contact us, request a consultation, download a resource, apply for employment or receive services from York Home Care.

1. Scope

This policy applies to information collected through:

  • Our website and online forms

  • Telephone, email and in-person inquiries

  • Consultations and service requests

  • Nursing, personal-support and home-care services

  • Referral and care-coordination activities

  • Scheduling, billing, insurance and payment processes

  • Recruitment and employment applications

  • Other interactions with York Home Care

Personal health information may also be governed by Ontario’s Personal Health Information Protection Act, 2004 (PHIPA) and applicable professional and legal requirements.

2. Information We Collect

Depending on your interaction with us, we may collect the following information.

Contact information

  • Name

  • Telephone number

  • Email address

  • Municipality or service location

  • Preferred method of communication

  • Relationship to the person requiring care

Care-inquiry information

  • General type of care requested

  • Preferred schedule and proposed start date

  • Family-Managed Home Care status

  • Language, cultural or caregiver preferences

  • General information required to understand the inquiry

Please do not submit health-card numbers, medical records or detailed clinical information through a general website form or ordinary email. Contact York Home Care to arrange a more appropriate method of sharing sensitive information.

Personal health information

When reasonably necessary to assess, arrange or provide care, we may collect:

  • Health history and current care needs

  • Diagnoses, medications and treatment information

  • Care plans, clinical orders and assessments

  • Mobility, cognitive, behavioural and safety information

  • Healthcare-provider and care-coordinator information

  • Service notes, incident reports and clinical documentation

  • Substitute decision-maker and emergency-contact information

Administrative and financial information

  • Service agreements and consent records

  • Schedules, attendance records and timesheets

  • Invoices and payment records

  • Insurance, funding or reimbursement information

  • Communications concerning services, complaints or billing

Website information

Our website and technology providers may automatically collect:

  • IP address

  • Browser, device and operating-system information

  • Pages visited and links selected

  • Date, time and duration of visits

  • Referring website

  • Cookie and analytics information

  • General location derived from an IP address

3. How We Use Information

York Home Care may use information to:

  • Respond to inquiries and consultation requests

  • Determine whether we may be able to provide requested services

  • Arrange nursing, PSW and other home-care services

  • Develop and implement individualized care plans

  • Match clients with qualified personnel

  • Coordinate schedules, backup coverage and care transitions

  • Communicate with clients and authorized representatives

  • Work with authorized healthcare professionals and care coordinators

  • Maintain clinical, operational and financial records

  • Prepare timesheets, invoices and supporting documentation

  • Process payments or support authorized insurance claims

  • Manage incidents, complaints, safety and quality concerns

  • Recruit, screen and manage personnel

  • Protect clients, employees, York Home Care and the public

  • Meet legal, professional, regulatory and contractual requirements

  • Maintain, secure and improve our website and services

  • Send promotional communications where permitted by law and consented to by the recipient

We will not use information for an unrelated purpose without consent unless the use is permitted or required by law.

4. Consent

York Home Care obtains consent appropriate to the nature and sensitivity of the information and the circumstances.

Consent may be express or implied where legally permitted. Express consent will generally be used when sensitive information, including personal health information, is involved.

You may withdraw consent, subject to legal, contractual, clinical and record-retention restrictions. Withdrawal may affect our ability to provide certain services.

Submitting a website form authorizes York Home Care to contact you about that inquiry. It does not automatically subscribe you to promotional communications.

5. Personal Health Information

Where York Home Care acts as a health information custodian or as an agent of a custodian, we handle personal health information in accordance with PHIPA and applicable professional requirements.

We seek to collect, use and disclose only the personal health information reasonably necessary to:

  • Assess or provide care

  • Coordinate authorized services

  • Maintain appropriate records

  • Process authorized billing

  • Address quality and safety concerns

  • Meet legal and professional obligations

Access to personal health information is limited to authorized individuals who require the information to perform their responsibilities.

6. Disclosure of Information

York Home Care does not sell or rent personal information.

Where authorized, appropriate or legally required, we may disclose information to:

  • York Home Care nurses, PSWs, employees, contractors and authorized agents

  • Healthcare professionals and organizations involved in the person’s care

  • Ontario Health atHome and authorized care coordinators

  • Family members, substitute decision-makers or other authorized representatives

  • Insurers, benefit administrators, payment processors or funding organizations

  • Website, scheduling, communications, records-management and technology providers

  • Legal, accounting, auditing and professional advisers

  • Professional colleges, regulators, government bodies or law-enforcement authorities

  • Emergency services when required to address an urgent health or safety concern

Service providers are expected to use information only for authorized purposes and to protect it appropriately.

7. Processing Outside Canada

Some technology, website, analytics, communications or data-hosting providers may process information outside Ontario or Canada.

Information processed in another jurisdiction may be subject to that jurisdiction’s laws and may be accessible to its courts, law-enforcement agencies or government authorities.

York Home Care uses administrative, contractual and technical measures appropriate to the information and circumstances.

8. Cookies and Analytics

Our website may use cookies and similar technologies to:

  • Operate website functions

  • Remember visitor preferences

  • Understand website traffic and performance

  • Improve content and visitor experience

  • Support security and fraud prevention

You may control cookies through your browser or available website settings. Disabling cookies may affect certain website features.

9. Electronic Communications

We may contact you to respond to an inquiry, arrange services, provide requested information or manage an existing relationship.

Promotional electronic communications will be sent only where permitted by Canada’s Anti-Spam Legislation and other applicable laws. Where required, we will obtain consent and provide an unsubscribe option.

Unsubscribing from promotional messages will not stop necessary clinical, safety, billing or administrative communications.

10. Retention and Secure Disposal

We retain information only for as long as reasonably necessary to:

  • Provide and document services

  • Maintain continuity and safety of care

  • Meet legal and professional record-keeping requirements

  • Resolve complaints, disputes or billing matters

  • Meet contractual, regulatory and insurance obligations

  • Protect legal rights

Retention periods vary based on the record and applicable requirements. When information is no longer required, we securely destroy, delete or anonymize it.

11. Safeguards

York Home Care uses administrative, physical and technical safeguards appropriate to the sensitivity of the information. These may include:

  • Privacy and confidentiality policies

  • Staff training and confidentiality agreements

  • Role-based access restrictions

  • Password and authentication controls

  • Secure record-storage and communication practices

  • Device, network and system safeguards

  • Service-provider controls

  • Privacy-incident response procedures

  • Secure retention and destruction practices

No electronic system can be guaranteed to be completely secure. We review our safeguards and respond to identified risks.

12. Access and Correction

Subject to applicable law and limited exceptions, you may request:

  • Access to personal information held about you

  • Correction of incomplete or inaccurate information

  • Information about certain uses or disclosures

  • Withdrawal of consent where legally permitted

We may need to verify your identity before processing a request. Requests involving health records may be subject to PHIPA requirements, permitted fees and applicable response periods.

13. Privacy Incidents

If information is lost, stolen or accessed, used or disclosed without authorization, York Home Care will investigate and take appropriate containment and corrective action.

We will notify affected individuals, regulators, professional bodies or other authorities when required by law or otherwise appropriate.

14. Third-Party Websites

Our website may link to external websites, including Ontario Health atHome, insurers and social-media platforms.

York Home Care does not control these websites and is not responsible for their privacy, security or content. Review their privacy policies before submitting information.

15. Children and Substitute Decision-Makers

Information concerning a child or an individual who cannot provide consent will be handled through a parent, guardian or legally authorized substitute decision-maker, as applicable.

York Home Care takes additional care when handling information relating to children and medically complex individuals.

16. Changes to This Policy

We may update this Privacy Policy to reflect changes in our services, technologies, practices or legal obligations.

The current version will be posted on our website with its effective date. We may provide additional notice when changes are material.

17. Contact the Privacy Officer

For questions, complaints, access or correction requests, contact:

Privacy Officer
York Home Care Inc.
Email: info@yorkhomecare.ca
Telephone: 647-207-9697
Website: www.yorkhomecare.ca

Use “Privacy Request” as the email subject. Do not include detailed medical information in an initial ordinary email.

If you are dissatisfied with our response, you may contact the Information and Privacy Commissioner of Ontario or the Office of the Privacy Commissioner of Canada, depending on the nature of the matter and the law that applies.

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