Privacy and Records

At Southwestern Public Health, your privacy is important to us. This means that what you share with us, your test results, and the care you receive are kept confidential. Your privacy is protected by law, and we follow strict rules about how we collect, use, and store your information. Here’s what you need to know about your privacy and how to access your health records.

What personal information do we protect?

We protect any information that can identify you, including:

• Your name, address, phone number, and email

• Your date of birth and financial details

• Your medical history, lab results, and insurance information

How we handle your information

We follow these principles to keep your information safe:

• Transparency: We’ll tell you why we’re collecting your information and ask for your permission when needed. For example, we won’t ask for consent to use your name if you’re calling to book an appointment—it’s understood.

• Limited collection: We only collect the information needed to provide a service, and we keep it accurate and up-to-date.

• Secure storage: Your records are stored securely and kept only as long as required by law.

• Controlled sharing: We won’t share your information without your consent unless required by law. If this happens, we’ll try to contact you first.

How we use chatbot information

Our chatbot helps you quickly find answers and learn about our services. Please avoid sharing personal or medical information in the chat. Conversations may be recorded to improve our responses and website.

Chat sessions may be reviewed by a limited number of staff members to ensure ideal responses have been provided and checked for:

• Accuracy: If the chatbot provides an incorrect answer, staff will correct the chatbot

• Safety: If the chatbot provides an unsafe answer, staff will prevent similar responses in future

• Improvement: If the chatbot asks a lot of questions, staff will enhance its understanding to reduce the number of questions needed to provide accurate responses

Your rights regarding your health information

You have the right to:

• Access your records: You can view or request a copy of your personal health information

• Control access: You can decide who has access to your information

• Restrict sharing: You can submit a "Lockbox Request" to stop us from sharing your health information

• Challenge accuracy: You can ask us to correct information in your records

• Raise concerns: If you believe your privacy has been violated, you can make a complaint

How to make a privacy complaint

If you feel your personal health information hasn’t been handled properly, you can:

1. Fill out a privacy complaint form and submit it to our Privacy Officer

2. Email our Privacy Officer at or call 1-800-922-0096

3. If you’re not satisfied with our response, you can contact the Information and Privacy Commissioner of Ontario

Accessing information

To request a copy of your health records, please complete a Records Request Form.

Note: Paper requests are no longer accepted.

Accessing immunization records

Online access: View your immunization records

Through providers: If you can’t find your records online, contact the office where you received your vaccinations

Privacy policies we follow

We comply with the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and the Personal Health Information Protection Act (PHIPA). These laws ensure your information is collected, used, and stored responsibly.

We collect information under these Acts for the purpose of providing programs and services in agreement with the Health Protection and Promotion Act and the Ontario Public Health Standards.