Privacy Policy

Introduction

Willow Grove is committed to protecting the privacy and confidentiality of personal information entrusted to us by residents, families, and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard personal information in accordance with applicable Canadian privacy legislation, including the Personal Information Protection and Electronic Documents Act (PIPEDA) and Ontario's Personal Health Information Protection Act (PHIPA).

We recognize that individuals have the right to understand how their personal information is handled and to make informed decisions about sharing such information with us.

Information We Collect

Personal Contact Information

When you inquire about our services, visit our residence, or complete forms on our website, we may collect your name, email address, phone number, mailing address, and relationship to the potential resident.

Resident Health and Care Information

For residents receiving care services, we collect and maintain detailed health information including medical history, current health conditions, medications, care needs assessments, treatment plans, emergency contacts, and healthcare provider information. This information is essential for providing appropriate care and is protected under PHIPA.

Financial Information

We collect billing and payment information necessary for residence fees and services. Payment processing is handled through secure third-party providers who maintain their own privacy policies.

Website Usage Data

Our website may collect technical information about your visit, including IP address, browser type, pages viewed, time spent on pages, and referring website. This information is collected through cookies and similar technologies as detailed in our Cookie Policy.

Communication Records

We maintain records of communications with families and residents, including emails, phone conversations, and meeting notes, to ensure continuity of care and proper documentation of concerns or requests.

How We Use Your Information

Providing Care Services

Personal health information is used to develop care plans, coordinate with healthcare providers, manage medications, monitor wellbeing, respond to health changes, and provide appropriate daily support and assistance.

Communication and Updates

We use contact information to communicate with families about resident wellbeing, schedule tours and consultations, respond to inquiries, provide updates about care, and share relevant information about our services.

Facility Operations

Information is used for billing and payment processing, maintaining residence records, coordinating staffing and services, ensuring safety and security, and complying with regulatory requirements.

Service Improvement

Aggregated, non-identifying information may be used to analyze trends, assess program effectiveness, improve care quality, and enhance our services based on feedback and outcomes.

Legal Basis for Processing

We process personal information based on the following legal grounds:

• Consent: You have provided explicit consent for us to collect and use your information
• Contract Fulfillment: Processing is necessary to provide the care services and fulfill our contractual obligations
• Legitimate Interest: We have legitimate business interests in maintaining operations and improving services
• Legal Obligation: Processing is required to comply with Ontario and Canadian regulations governing senior care facilities

Information Sharing and Disclosure

Healthcare Providers

We share resident health information with physicians, specialists, pharmacists, physiotherapists, and other healthcare professionals involved in resident care, with appropriate consent or as permitted under PHIPA.

Authorized Family Members

Information about resident wellbeing and care is shared with family members or designated representatives as authorized by the resident or as appropriate under healthcare decision-making legislation.

Service Providers

We may share information with trusted service providers who assist with billing, IT services, website hosting, or other operational functions. These providers are contractually obligated to protect information confidentiality.

Regulatory and Legal Requirements

We disclose information when required by law, to regulatory bodies overseeing senior care facilities, in response to valid legal requests, or to protect the safety and rights of residents, staff, or others.

Data Retention

We retain personal information for as long as necessary to fulfill the purposes for which it was collected and to comply with legal and regulatory requirements:

• Resident care records: Retained for a minimum of 10 years following discharge as required by Ontario regulations
• Financial records: Retained for 7 years as required by tax legislation
• Inquiry and contact information: Retained for 2 years unless ongoing communication occurs
• Website usage data: Retained for 12 months unless required for security purposes

After the retention period expires, information is securely destroyed or anonymized in accordance with our data disposal procedures.

Data Protection and Security

We implement physical, technical, and administrative safeguards to protect personal information from unauthorized access, use, disclosure, alteration, or destruction:

• Physical security measures including locked filing cabinets and restricted access areas
• Electronic security including encryption, secure passwords, and firewalls
• Access controls limiting information access to authorized staff with legitimate need
• Staff training on privacy obligations and information handling procedures
• Regular security assessments and updates to protection measures

In the event of a privacy breach that poses a real risk of significant harm, we will notify affected individuals and the Office of the Privacy Commissioner of Canada as required by law.

Your Privacy Rights

Under Canadian privacy legislation, you have the following rights regarding your personal information:

Right to Access

You may request access to personal information we hold about you. We will provide access within 30 days of receiving a written request, subject to certain exceptions permitted by law.

Right to Correction

If you believe personal information we hold is inaccurate or incomplete, you may request corrections. We will make appropriate corrections and notify third parties who received the incorrect information where appropriate.

Right to Withdraw Consent

Where processing is based on consent, you may withdraw consent at any time. Please note that withdrawal may affect our ability to provide certain services or communications.

Right to File a Complaint

If you have concerns about our privacy practices, you may file a complaint with the Office of the Privacy Commissioner of Canada or the Information and Privacy Commissioner of Ontario.

Cookies and Website Technologies

Our website uses cookies and similar technologies to enhance user experience and analyze website traffic. For detailed information about our cookie practices and your choices, please refer to our Cookie Policy.

Third-Party Websites

Our website may contain links to third-party websites for your convenience and information. We are not responsible for the privacy practices of these external sites. We encourage you to review the privacy policies of any third-party websites you visit.

Children's Privacy

Our services are designed for seniors and their adult family members. We do not knowingly collect personal information from individuals under 18 years of age. If we become aware that we have inadvertently collected such information, we will take steps to delete it promptly.

Updates to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices, technology, legal requirements, or for other operational reasons. Material changes will be communicated through our website or direct notification where appropriate. The "Last Updated" date at the top of this policy indicates when revisions were last made. Continued use of our services following policy updates constitutes acceptance of the revised terms.

Contact Information

If you have questions about this Privacy Policy, wish to exercise your privacy rights, or have concerns about how your information is handled, please contact us: