TELUS Health MyCare Privacy Commitment

Effective as of June 29, 2022

Key updates

We have updated the TELUS Health MyCare Privacy Commitment to provide clarity on marketing activities and to reflect the launch of TELUS Health MyCare Travel.

TELUS Health MyCare is a virtual healthcare platform that enables individuals to access clinical healthcare services and tools to help manage their healthcare through a mobile app.

We are passionate about the protection of your Personal Information and Personal Health Information and committed to respecting your privacy.

TELUS Health MyCare policy to protect your privacy

By accessing or using TELUS Health MyCare Services, you understand that your information will be treated in accordance with this TELUS Health MyCare Privacy Commitment (“Privacy Commitment”). Our Privacy Commitment and practices are consistent with the 10 Fair Information Principles and we strive to apply the principles of Privacy by Design in the development and review of our products and services.

If you do not want us to collect, use or disclose your Personal Information or Personal Health Information in the ways identified in this Privacy Commitment, you may choose not to use TELUS Health MyCare Services.


Definitions

The following definitions apply to this Privacy Commitment.

You - An individual who uses, or registers to use, our Services.

Medical Record - A record of your Personal Health Information. This may include but is not limited to:

  1. the name(s) of your Healthcare Practitioner(s) at each visit;

  2. patient identification (i.e., name, address, phone number, personal health number, contact person in case of emergencies) and a medical history;

  3. any photos you upload for use by your Healthcare Practitioner

  4. records of examinations carried out by Healthcare Practitioners and clinical notes for each patient encounter;

  5. requisitions for treatment or investigation;

  6. consents to treatment obtained in writing;

  7. records of treatment you receive from Healthcare Practitioners through our Services;

  8. reports of investigative procedures and reports of the results of laboratory, pathology, consultations, diagnostic imaging examinations or tests;

  9. diagnoses; and

  10. a record of missed and/or cancelled appointments.

Your Medical Record excludes your TELUS Health MyCare account profile.

Healthcare Practitioners – Practitioners that provide or assist in the provision of healthcare through our Services, which may include physicians, nurse practitioners, registered nurses, psychologists, dietitians, and mental health therapists.

Personal Health Information - Any Personal Information regulated under applicable health privacy legislation in the provinces in which we operate, including information that relates to an individual’s physical or mental health and healthcare including health history, the provision of healthcare to the individual, payments or eligibility for healthcare, healthcare provider, substitute decision-maker, health card number or other healthcare-related personal identification numbers, or any other information that is collected in the course of providing health services to the individual, including information contained in your Medical Record. Personal Health Information excludes data obtained through the use of Symptom Checker, Healthcheck, Monitor and TELUS Health MyCare Travel, unless specified.

Personal Information - Any information about an identifiable individual, other than business contact information used to contact the individual in their business or professional capacity. Personal Information includes your TELUS Health MyCare account profile and Personal Health Information.

Personal Information does not include de-identified or aggregated information that cannot reasonably be associated with a specific individual.

Services - The TELUS Health MyCare app, our website www.telus.com/mycare, and our physical clinics.

TELUS Health MyCare - In this Privacy Commitment, the words "we", "us", "our" or "TELUS" refer to TELUS Health MyCare Inc. until December 31, 2021 and will refer to TELUS Health Solutions Inc. effective January 1, 2022.

TELUS Family – In this Privacy Commitment, “TELUS Family” means TELUS Communications Inc. and its subsidiary companies and corporate affiliates, as they may exist from time to time.


Accountability

In most provinces, TELUS Health MyCare has overall responsibility for protecting the privacy of your Medical Records and other Personal Information and we are directly accountable to you.


Consent

When you access or use our Services, you consent to our collection, use, disclosure, and storage of your Personal Information as described in this Privacy Commitment.‬‬‬‬‬‬

You can withdraw your consent at any time, subject to limited restrictions.‬‬


Collection and Use of Personal Information

We collect only the Personal Information required for us to establish and maintain a responsible healthcare and service relationship with you, to provide our Services, and to develop, enhance or market our products and services (including to send you relevant information about products and services that may be of interest to you) and to maintain and improve the security and functionality of the TELUS Health MyCare website and app.‬

We collect Personal Information to set up an account for you on the TELUS Health MyCare app so that you can access and use the TELUS Health MyCare health-related services, including:

  • Consultations with Healthcare Practitioners, virtually or in person

  • TELUS Health MyCare AI-powered Symptom Checker

  • TELUS Health MyCare AI-powered Healthcheck

  • TELUS Health MyCare Monitor

We also collect other information from you as you use our Services:

  • App usage information

  • Website and device information

  • Cookies

  • Payment information or healthcare number

‬‬‬‬‬‬‬We may use Personal Information to send you relevant marketing messages. You can opt out of receiving them at any time.


Sharing and Disclosure of Personal Information

For continuity of care purposes, we may share Personal Information among your Healthcare Practitioners and others who assist in the provision of healthcare to you.

We will not disclose your Personal Information for any purpose other than what has been outlined in this Privacy Commitment or as permitted under applicable law, unless we obtain your express consent. We disclose only the limited amount of Personal Information necessary to meet these purposes.

We do not sell your Personal Information to any third parties.

We may share your Personal Information with our service providers who are contracted to perform services or functions on our behalf where they require the information to assist us in serving you. We use contractual controls to protect this information and limit its use to what is necessary for the service provider to perform the service.


Access, Corrections, and Accuracy of your Personal Information

You can request access to or correction of your Personal Information by contacting us at mycare@telus.com.

We rely on you to keep your Personal Information up-to-date and accurate so that we can serve you.


Storage and Location of your Personal Information

Your Personal Information, including your Medical Record for consultations conducted in Canada, is stored in Canada and cannot be accessed from outside Canada, with only a few limited exceptions.

Your Personal Information, including your Medical Record for consultations conducted in the United States, is stored in the United States and cannot be accessed from outside the United States, with only a few limited exceptions.


Retention

We retain Personal Information only for as long as necessary to fulfil the purposes described in this Privacy Commitment or as required to meet legal or regulatory requirements.

Personal Information that forms part of your Medical Record must be retained for a period of time mandated by law.


Safeguards

We have implemented a comprehensive information security program.


Changes to this Privacy Statement

We may make changes to this notice and we will notify you of the changes to our information practices.


Questions, Complaints, and Contact

You can always reach us at mycareprivacy@telus.com if you have privacy questions, concerns or complaints.