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EMAIL COMMUNICATION POLICY
Email Communication - Risks of Using Email
1.
HealthCare 365 Inc. (“HealthCare 365”, “HC365”) offers Clients (in this Email Communication Policy also referred to as
“you” and “your”) the opportunity to communicate with HC365 staff, care managers, nurses and physicians by email.
Transmitting personal health information via email poses several risks of which the Client should be aware. The Client
should not communicate with HC365 via email without understanding and accepting these risks.
a. The risks include, but are not limited to, the following:
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The privacy and security of email communication cannot be guaranteed.
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Online services may have a legal right to inspect and keep emails that pass through their system.
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Emails and copies of emails may be stored outside of Ontario and Canada.
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Email is easier to falsify than handwritten or signed hard copies. In addition, it is impossible to verify the true
identity of the sender, or to ensure that only the recipient can read the email once it has been sent.
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Emails can introduce viruses into a computer system, and potentially damage or disrupt the computer.
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Email can be forwarded, intercepted, circulated, stored or even changed without the knowledge or permission
of HC365 or the Client. Email senders can easily misaddress an email, resulting in it being sent to many
unintended and unknown recipients.
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Email is indelible. Even after the sender and recipient have deleted their copies of the email, back-up copies
may exist on a computer or in cyberspace.
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Use of email to discuss sensitive information can increase the risk of such information being disclosed to third
parties.
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Email can be used as evidence in court.
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HC365 cannot guarantee the use of additional encryption software over and above the standard security
features as a security mechanism for all email communications.
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By becoming a Client of HC365 and through the continued use of the Service, the Client is acknowledging their full
understanding that email increases the risk of violation of the Client’s privacy and they are accepting that risk.
Email Communication - Conditions of Using Email
3.
HC365 will use reasonable means to protect the security and confidentiality of email information sent and received.
However, because of the risks outlined above, HC365 cannot guarantee the security and confidentiality of email
communication, and will not be liable for improper disclosure of confidential information that is not the direct result of
intentional misconduct on the part of HC365. The Client hereby consents to the use of email for personal health
information.
a. Consent to the use of email includes agreement with the following conditions:
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Emails to or from the Client concerning diagnosis or treatment may be printed in full and shared within the
Client’s circle of care to be made part of the Client’s medical profile.
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Because they are part of the medical profile, other individuals authorized to access the medical profile, such as
staff and billing personnel, will have access to those emails.
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HC365 may forward emails internally and externally to physicians, staff and to those involved, as necessary, in
the delivery of the Service, care management and coordination, diagnosis, treatment, reimbursement, health
care operations, and other handling.
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HC365 will not forward emails to independent third parties who are not participating in the delivery of the
Service without the Client’s prior written consent, except as authorized or required by law.
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Although HC365 will endeavor to read and respond promptly to all emails from the Client, HC365 cannot
guarantee that any particular email will be read and responded to within any particular period of time. Thus, the
Client should not use email for medical emergencies or any other time-sensitive matters.
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All emails received in the evening, between the hours of 5pm and 8am, will not be reviewed until, at earliest,
the following morning. Thus, the Client should not use email for medical emergencies or any other timesensitive matters.
1867 Yonge Street, Suite 905
Toronto, ON M4S 1Y5
www.healthcare365.org
Phone: (416) 642-9160
Fax: (416) 487-3931
Email: info@healthcare365.org
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EMAIL COMMUNICATION POLICY
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Email communication is not an appropriate substitute for clinical examinations and/or diagnosis. The Client is
responsible for following up on HC365’s emails and for scheduling appointments with appropriate health
providers where warranted.
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If the Client’s email requires or invites a response from HC365 and the Client has not received a response within
a reasonable time period it is the Client’s responsibility to follow up to determine whether the intended recipient
received the email and when the recipient will respond.
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The Client should not use email for communication regarding sensitive medical information, such as sexually
transmitted disease, AIDS/HIV, mental health, developmental disability, or substance abuse. Similarly, HC365
will take steps to not initiate discussions of such matters over email.
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The Client is responsible for informing HC365 of any types of information the Client does not want to be sent by
email, in addition to those set out in the bullet above. Please provide a list of topics/issues that you do not want
communicated over email in writing to the Privacy Officer.
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Andrew Clarfield
Chief Privacy Officer: HealthCare 365 Inc.
1867 Yonge Street, Suite 905
Toronto, ON M4S 1Y5
Tel: 647-880-5578
Email: privacy@healthcare365.org
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b. The Client can add to or modify this list at any time by notifying HC365 in writing.
c. HC365 is not responsible for information loss due to technical failures.
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Email Communication - Instructions
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To communicate by email, the Client shall:
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Limit or avoid using an employer’s computer.
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Inform HC365 of any changes in Client’s email address as soon as possible.
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Include in all email communications: the category of the communication in the email’s subject line, for routing
purposes (e.g., ‘prescription information and question’); and the name of the Client in the body of the email.
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Review the email to make sure it is clear and that all relevant information is provided before sending to HC365.
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Inform HC365 that the Client has received the email.
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Take precautions to preserve the confidentiality of emails, such as using screen savers and safeguarding
computer passwords.
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Withdraw consent only by email or written communication to HC365.
Should the Client require immediate assistance, or if the Client’s condition appears serious or rapidly
worsening, the Client should NOT rely on email. Rather, the Client should call HC365‘s main line for consultation
or take other measures as appropriate, and in the event of an emergency CALL 911.
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1867 Yonge Street, Suite 905
Toronto, ON M4S 1Y5
www.healthcare365.org
Phone: (416) 642-9160
Fax: (416) 487-3931
Email: info@healthcare365.org