Privacy Policy

ProSpine Rehab & Wellness
Vancouver, British Columbia
Phone: 778-805-8188
Email: info@prospinevan.ca

Last updated: September 2026

At ProSpine Rehab & Wellness, we respect the privacy and confidentiality of our patients and website visitors.

As a healthcare clinic operating in British Columbia, we collect, use, disclose, store, and protect personal information in accordance with applicable privacy legislation, including British Columbia's Personal Information Protection Act (PIPA), as well as applicable professional and regulatory requirements.

Our healthcare professionals are also required to maintain the confidentiality and security of patient health information under the standards of the College of Complementary Health Professionals of British Columbia (CCHPBC). CCHPBC

Our Privacy Commitment

We only collect personal information that is reasonably necessary to provide healthcare services, operate our clinic, process payments and insurance claims, communicate with patients, and meet our professional and legal responsibilities.

We do not sell patient information.

We take reasonable administrative, physical, and electronic measures to protect personal information from unauthorized access, disclosure, modification, copying, loss, or destruction.

BC's PIPA requires private organizations to make reasonable security arrangements for personal information under their control. BC Laws

What Personal Information We May Collect

Depending on how you interact with ProSpine, we may collect information such as:

Contact & Identification Information

  • Full name

  • Date of birth

  • Address

  • Telephone number

  • Email address

  • Emergency contact

  • Personal Health Number where required

Health Information

When you become a patient, we may collect information concerning:

  • Current symptoms and health concerns

  • Medical history

  • Previous injuries

  • Medications and allergies

  • Previous treatments

  • Relevant family or health history

  • Physical and neurological examination findings

  • Clinical assessments and diagnoses

  • Treatment plans

  • Treatment provided

  • Response to care

  • Exercise and rehabilitation programs

  • Imaging and diagnostic information

  • X-rays and X-ray reports

  • Relevant correspondence with other healthcare professionals

CCHPBC's current Record Keeping Standard requires patient records to document appropriate identifying information, relevant medical history, assessments, treatment, follow-up recommendations, consent, and relevant communications. CCHPBC

Insurance & Billing Information

When applicable, we may collect information including:

  • Extended health insurance information

  • Policy or group numbers

  • Member or certificate numbers

  • ICBC claim information

  • WorkSafeBC claim information

  • Billing records

  • Payment information

Only information reasonably necessary to administer your claim or payment is collected and used.

Why We Collect Your Information

We may use personal information to:

  • Schedule and manage appointments

  • Identify and communicate with patients

  • Assess your health concerns

  • Provide chiropractic, kinesiology, rehabilitation, diagnostic imaging, orthotics, or other clinic services

  • Develop and document treatment plans

  • Maintain legally required health records

  • Coordinate care between healthcare professionals

  • Obtain or provide information necessary for referrals

  • Process insurance and benefit claims

  • Direct bill eligible insurers, ICBC, or other authorized payers

  • Collect payment for services

  • Provide appointment reminders

  • Respond to your questions or requests

  • Meet regulatory, professional, insurance, tax, and legal requirements

  • Maintain clinic safety, security, and quality of care

Under PIPA, organizations generally may collect, use, and disclose personal information only for reasonable purposes and with appropriate consent or other lawful authority. BC Laws

Consent

Whenever required, we obtain consent before collecting, using, or disclosing personal information.

Your consent may be:

Written • Electronic • Verbal • Implied by your actions where permitted by law

For example, when you voluntarily provide your contact information to request an appointment, consent to using that information for the purpose of responding to your request may be reasonably implied.

For clinical care, insurance authorization, record release, or other purposes requiring specific authorization, additional consent may be obtained.

You may withdraw consent for certain uses of your information by giving us reasonable notice, subject to legal, regulatory, contractual, or professional requirements that may require us to retain or use certain information. PIPA specifically provides for withdrawal of consent subject to these limitations. BC Laws

Direct Billing & Insurance

If you ask ProSpine to direct bill your insurance provider, ICBC, WorkSafeBC, or another benefits program, we may disclose information reasonably necessary to:

  • Confirm eligibility

  • Submit claims

  • Obtain payment

  • Respond to claim inquiries

  • Provide supporting documentation where authorized or required

This may include your name, date of birth, policy information, dates of service, treatment provider, service provided, fee charged, and other information required to administer your claim.

Where additional medical records or clinical reports are requested, we will follow applicable consent and legal requirements before disclosure.

Sharing Information With Other Healthcare Providers

With your consent, or where otherwise permitted or required by law, we may communicate with other healthcare professionals involved in your care.

This may include:

  • Family physicians

  • Medical specialists

  • Chiropractors

  • Physiotherapists

  • Registered massage therapists

  • Kinesiologists

  • Diagnostic imaging facilities

  • Other regulated healthcare providers

Information shared will generally be limited to what is reasonably necessary for your care.

CCHPBC requires licensees to protect health information and disclose it only where necessary for patient care, administration, legal purposes, or otherwise authorized by law or patient consent. CCHPBC

Electronic Health Records & Service Providers

ProSpine may use secure third-party systems to assist with services such as:

  • Electronic health records

  • Online appointment booking

  • Appointment reminders

  • Electronic insurance claims

  • Payment processing

  • Email communication

  • Website hosting

  • Cloud data storage

These service providers may process personal information on our behalf.

We take reasonable steps to use service providers with appropriate privacy and security safeguards and limit their access to information required to perform their services.

Some technology providers may store or process information outside British Columbia or Canada. When this occurs, information may be subject to the laws of the jurisdiction where it is processed.

Website Information

When you visit www.prospinevan.ca, certain technical information may be collected automatically by our website or technology providers.

This may include:

  • IP address

  • Browser type

  • Device type

  • Pages visited

  • Approximate location

  • Date and time of visits

  • Referring website

  • Website interaction information

This information may be used to maintain website security, understand website performance, and improve the user experience.

Cookies & Analytics

Our website may use cookies and similar technologies.

Cookies are small files stored on your device that can help websites function correctly or provide information about how visitors use the site.

Depending on the services enabled on our website, cookies may include:

Essential cookies necessary for website operation and, where enabled, analytics or performance cookies.

You may be able to manage cookies through your browser or through a website cookie-consent tool where available.

Website Forms

Information submitted through our website forms may include your:

  • Name

  • Email

  • Telephone number

  • Appointment request

  • Message

  • Other information you voluntarily provide

Please avoid including unnecessary sensitive medical information in a general website contact form.

Information submitted through a website form may become part of your patient record when it is relevant to your care.

Email & Text Messaging

Email and SMS/text messaging can be convenient but may not always provide the same level of security as dedicated healthcare communication systems.

By communicating with our clinic through email or text, you acknowledge that electronic communication may carry privacy risks.

We recommend that highly sensitive or urgent health information not be sent through ordinary email or SMS unless specifically requested.

Appointment Reminders

With your permission or where reasonably expected as part of clinic administration, we may contact you regarding:

  • Appointment confirmations

  • Appointment reminders

  • Schedule changes

  • Follow-up regarding your care

  • Administrative matters

These communications are different from promotional marketing.

Marketing Communications

We will not use sensitive clinical information to market services to you.

If ProSpine sends newsletters, promotions, clinic announcements, or other commercial electronic messages, we will obtain consent where required under applicable law and provide an appropriate way to unsubscribe.

Consent to healthcare treatment or this privacy policy should not be treated as automatic consent to marketing communications.

How We Protect Your Information

ProSpine uses reasonable administrative, physical, and technological safeguards appropriate to the sensitivity of the information.

Measures may include:

  • Password-protected systems

  • Access controls

  • User-specific accounts

  • Secure electronic health records

  • Encryption where appropriate

  • Secure backups

  • Locked physical storage

  • Staff confidentiality requirements

  • Restricted access to health records

  • Secure document destruction

  • Appropriate cybersecurity practices

CCHPBC requires healthcare records to be securely stored using physical, electronic, and administrative safeguards and access to be limited to authorized individuals. CCHPBC

How Long Do We Keep Patient Records?

Patient healthcare records are retained in accordance with applicable legislation and CCHPBC requirements.

Under the current CCHPBC Professional Standard, patient healthcare records, appointment logs, billing records, and receipts must generally be retained for a minimum of 16 years from the date of the last entry or from the patient's age of majority, whichever is later, unless another legal requirement requires a different retention period. CCHPBC

Once information is no longer required and may lawfully be destroyed, we take reasonable measures to dispose of it securely.

Accessing Your Health Information

You may request access to personal information ProSpine holds about you, subject to limited exceptions permitted by law.

PIPA provides individuals with rights to request:

  • Access to their personal information

  • Information about how it has been used

  • Information about certain disclosures

  • Correction of errors or omissions

Requests should be submitted in writing with enough information for us to identify the records being requested. BC Laws

Reasonable administrative fees may apply where permitted by law.

Correcting Your Information

If you believe information in your record is inaccurate or incomplete, please contact us.

Where appropriate, we will correct the information.

Where a requested correction cannot appropriately be made, applicable privacy law provides mechanisms for documenting the requested correction. BC Laws

Children & Minors

ProSpine provides care to children and adolescents.

Personal information about minors is handled with the same attention to privacy and confidentiality as other patient information.

Consent and access to records involving minors will be handled according to the child's capacity, age, applicable law, and the authority of a parent, guardian, or other legally authorized representative.

When We May Disclose Information Without Consent

There are limited circumstances where information may be collected, used, or disclosed without consent when permitted or required by law.

Examples may include circumstances involving:

  • Medical emergencies

  • Court orders or legal requirements

  • Mandatory reporting obligations

  • Regulatory investigations

  • Serious safety concerns

  • Other circumstances permitted by applicable privacy legislation

We disclose only the information reasonably necessary in the circumstances.

Privacy Incidents

If ProSpine becomes aware of unauthorized access, loss, or disclosure of personal information, we will take reasonable steps to:

  • Contain the incident

  • Assess what occurred

  • Protect affected information

  • Reduce the likelihood of recurrence

  • Notify affected individuals or appropriate authorities when required or appropriate

Our Privacy Officer

PIPA requires an organization to designate an individual responsible for privacy compliance and make that person's position and contact information available to the public. BC Laws

Questions, privacy requests, or complaints may be directed to:

Privacy Officer
ProSpine Rehab & Wellness
Vancouver, British Columbia
Phone: 778-805-8188
Email: info@prospinevan.ca

Privacy Questions or Complaints

If you have a question or concern about the way your personal information has been handled, please contact our Privacy Officer first.

We will review your concern and make reasonable efforts to respond.

Individuals also have the right to contact the Office of the Information and Privacy Commissioner for British Columbia (OIPC) regarding privacy matters under PIPA. BC Laws

Changes to This Privacy Policy

ProSpine Rehab & Wellness may update this Privacy Policy from time to time to reflect changes in:

  • Clinic operations

  • Technology

  • Regulatory requirements

  • Privacy legislation

  • Professional standards

The most current version will be posted on our website with the date it was last updated.