Privacy Policy/ Terms and Conditions
Last Updated: August 13, 2026
Riverbend Physio and Wellness ("Riverbend Physio and Wellness", "Riverbend", "we", "us", or "our") respects your privacy and is committed to protecting the confidentiality and security of your personal information and personal health information.
This Privacy Policy explains how we collect, use, disclose, retain, and safeguard information when you visit our website at www.riverbendphysiowellness.com, contact us, book an appointment, or receive services from us.
Because we provide health-care services in Ontario, the collection, use, and disclosure of personal health information is governed by applicable privacy legislation, including Ontario's Personal Health Information Protection Act, 2004 (PHIPA).
1. Information We Collect
Depending on how you interact with Riverbend Physio and Wellness, we may collect:
Personal and Contact Information
This may include:
- First and last name
- Date of birth
- Address
- Telephone number
- Email address
- Emergency contact information
- Preferred method of communication
- Health or insurance identification information where required
Personal Health Information
When you receive health-care services from us, we may collect personal health information that is reasonably necessary to provide, coordinate, document, and manage your care.
This may include:
- Medical history
- Health conditions and diagnoses
- Symptoms and complaints
- Assessment findings
- Treatment information
- Treatment plans and progress
- Referrals and consultation information
- Reports from other health-care providers
- Diagnostic or imaging information provided to us
- Relevant medication information
- Functional abilities and limitations
- Appointment and treatment history
- Insurance and billing information
- Information related to WSIB or motor vehicle accident claims
- Other information contained in your health record
We collect only information that is reasonably necessary for the purposes for which it is collected, used, or disclosed.
2. How We Collect Information
We may collect information:
- Directly from you
- When you contact our clinic
- When you book or attend an appointment
- Through online booking or forms
- During an assessment or treatment
- Through telephone, email, or text communication
- From physicians or other health-care providers involved in your care, where permitted by law
- From insurers, WSIB, employers, or other organizations involved in an authorized claim, where permitted by law
- Through our website
- Through service providers that assist us with appointment scheduling, communications, billing, payment processing, electronic records, website operation, or administrative services
3. How We Use Your Information
We may collect, use, and disclose your information for the following purposes:
Providing Health Care
We may use your information to:
- Assess and treat your condition
- Develop and monitor your treatment plan
- Document your care
- Communicate with you about your treatment
- Coordinate care with other health-care providers
- Support continuity of care
- Follow up regarding your treatment
Appointment and Administrative Purposes
We may use your information to:
- Schedule and manage appointments
- Send appointment confirmations and reminders
- Respond to inquiries
- Process payments
- Provide receipts
- Manage billing and accounts
- Provide administrative information
Insurance, WSIB, and Motor Vehicle Accident Claims
Where applicable and authorized or permitted by law, we may use or disclose information necessary to:
- Submit insurance claims
- Process direct billing
- Communicate with insurers
- Process WSIB claims
- Process motor vehicle accident claims
- Complete required forms and documentation
- Verify coverage or eligibility
- Obtain payment for services
4. Telephone, Email, and SMS/Text Communications
We may contact you by telephone, voicemail, email, SMS/text message, or other electronic communication methods that you have authorized or that are permitted by law.
These communications may relate to:
- Appointment reminders and confirmations
- Scheduling
- Treatment-related or administrative matters
- Information you have requested
- Clinic services
- Other communications necessary or reasonably related to your care
SMS/Text Messaging Privacy
If you provide your mobile telephone number and consent to receive text messages from Riverbend Physio and Wellness, your mobile information will be used for the purposes for which you provided consent.
No mobile information will be shared with third parties or affiliates for their own marketing or promotional purposes.
We may use third-party service providers or subcontractors to provide communication, customer service, appointment reminder, or other administrative support. These service providers may process information on our behalf and are expected to protect the information appropriately.
Text messaging opt-in data, consent, and related information will not be shared with third parties for their own marketing or promotional purposes.
You may withdraw your consent to receive SMS messages at any time by contacting us or, where applicable, following the opt-out instructions provided in the message.
5. Marketing Communications
Where permitted by applicable law, we may communicate with you about Riverbend Physio and Wellness services, educational information, events, or promotions.
We will obtain consent where required by applicable privacy or electronic communications legislation.
You may withdraw your consent to receive promotional communications at any time by contacting us or using the unsubscribe mechanism provided in the communication.
We do not sell or rent your personal information or personal health information to third parties.
We do not disclose personal health information to third parties for their own marketing purposes without the consent required by law.
6. Disclosure of Your Information
We may disclose personal information or personal health information when permitted or required by applicable law.
Depending on the circumstances, information may be disclosed to:
- Other health-care providers involved in your care
- Physicians, specialists, and other members of your circle of care
- Insurers and benefit providers
- WSIB
- Motor vehicle accident insurers or other authorized parties involved in a claim
- Payment processors and billing providers
- Electronic medical record and appointment scheduling providers
- Information technology and communication service providers
- Professional advisors, where legally permitted
- Government agencies or regulatory bodies where required or permitted by law
- Courts, law enforcement, or other authorities where required or permitted by law
We limit the collection, use, and disclosure of personal health information to what is reasonably necessary for the identified purpose, except where otherwise permitted or required by law.
7. Service Providers
We may use trusted third-party service providers to support the operation of our clinic and website.
These providers may assist with:
- Electronic medical records
- Appointment scheduling
- Online booking
- Website hosting
- SMS/text messaging
- Customer service
- Payment processing
- Billing
- Information technology
- Data storage
- Website analytics
- Technical support
Where third parties process personal information on our behalf, we take reasonable steps to ensure appropriate privacy and security safeguards are in place.
Some service providers may operate or store information outside Ontario or Canada. Information processed or stored outside Canada may be subject to the laws of the jurisdiction where it is processed or stored.
8. Website Cookies and Tracking Technologies
Our website may use cookies and similar technologies to help operate the website, improve website performance, understand website usage, and improve your online experience.
Cookies may include:
Essential Cookies: These may be necessary for certain website functions.
Functionality Cookies: These may allow the website to remember certain preferences or settings.
Analytics Cookies: These may help us understand how visitors use our website, such as which pages are visited and how visitors interact with the website.
You may adjust your browser settings to refuse or delete cookies. Disabling certain cookies may affect website functionality.
Third-party services used on our website may have their own privacy policies and practices.
9. Third-Party Websites
Our website may contain links to websites operated by third parties.
We are not responsible for the privacy practices, security, or content of third-party websites. We encourage you to review the privacy policies of those websites before providing personal information.
10. Consent
As a health information custodian, Riverbend Physio and Wellness generally obtains consent for the collection, use, and disclosure of personal health information, except where applicable law permits or requires collection, use, or disclosure without consent.
Consent may be express or implied where permitted by law.
You may withdraw consent at any time by contacting us, subject to legal or other restrictions and except where the collection, use, or disclosure is otherwise authorized or required by law.
Withdrawal of consent does not affect information that was collected, used, or disclosed before consent was withdrawn.
11. Access to Your Personal Health Information
You generally have the right to request access to records of your personal health information in our custody or control, subject to applicable legal exceptions.
You may submit an access request by contacting Riverbend Physio and Wellness.
We will process access requests in accordance with applicable privacy legislation.
12. Correction of Your Information
If you believe that information in your health record is inaccurate or incomplete, you may request that it be corrected.
Please contact us and identify the information you believe is inaccurate or incomplete and, where possible, explain the correction you are requesting.
We will respond to correction requests in accordance with applicable law.
13. Retention of Information
We retain personal information and personal health information only for as long as reasonably necessary for the purposes for which it was collected or as required or permitted by applicable law.
Health records are retained, transferred, and disposed of in accordance with applicable legal and professional requirements.
When information is no longer required, we take reasonable steps to securely dispose of or destroy it.
14. Security of Your Information
We take reasonable administrative, technical, and physical safeguards to protect personal information and personal health information against theft, loss, unauthorized access, use, disclosure, copying, modification, or disposal.
Safeguards may include:
- Secure electronic systems
- Password protection
- Access controls
- Privacy and confidentiality requirements for staff and service providers
- Physical security measures
- Secure storage and disposal procedures
- Appropriate contractual requirements for service providers
However, no method of electronic transmission or electronic storage can be guaranteed to be completely secure.
15. Privacy Breaches
If we become aware of a theft, loss, or unauthorized use or disclosure of personal health information, we will take appropriate steps to investigate, contain, and address the incident and provide notification where required by applicable law.
16. Children and Minors
Riverbend Physio and Wellness may provide health-care services to children and adolescents.
Where required, consent and privacy rights relating to a minor will be handled in accordance with PHIPA and other applicable laws.
17. Information Stored Outside Ontario or Canada
Some of our service providers may store or process information outside Ontario or Canada.
Where information is processed outside Ontario or Canada, it may be subject to the laws of the jurisdiction in which it is stored or processed.
Riverbend Physio and Wellness takes reasonable steps to ensure that information handled by service providers is appropriately protected.
18. Your Privacy Rights
Subject to applicable legal requirements and exceptions, you may have the right to:
- Request access to your personal health information
- Request correction of inaccurate or incomplete information
- Ask questions about how your information is collected, used, or disclosed
- Withdraw consent where permitted
- Make a privacy complaint
If you have a concern about our handling of your information, we encourage you to contact us first so that we can investigate and address your concern.
You may also contact the Information and Privacy Commissioner of Ontario (IPC) regarding concerns about your privacy rights.
19. Privacy Complaints
If you have a question, concern, or complaint about how Riverbend Physio and Wellness collects, uses, discloses, retains, or safeguards your information, please contact us.
We will make reasonable efforts to investigate and respond to your concern.
You may also contact the Information and Privacy Commissioner of Ontario if you believe your privacy rights have not been respected.
20. Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, practices, technology, or applicable legal requirements.
When we make changes, we will post the updated Privacy Policy on our website and update the "Last Updated" date.
We encourage you to periodically review this Privacy Policy.
21. Contact Us
If you have questions about this Privacy Policy, wish to request access to or correction of your personal health information, wish to withdraw consent, or have a privacy concern or complaint, please contact:
Riverbend Physio and Wellness
Website: www.riverbendphysiowellness.com
Location: London, Ontario, Canada
For privacy inquiries, please contact our clinic using the contact information provided on our website.
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Riverbend Physio and Wellness is committed to protecting the privacy and confidentiality of your personal information and personal health information in accordance with applicable Ontario privacy legislation, including the Personal Health Information Protection Act, 2004 (PHIPA).
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