TELUS Health Virtual Pharmacy

Privacy Policy

This Policy applies to TELUS Health Virtual Pharmacy and TELUS Health Pharmacy (collectively “TELUS Health Virtual Pharmacy”)

TELUS Health Virtual Pharmacy respects the privacy rights of our patients and customers and is committed to protecting the Personal Information we collect from you. This Privacy Policy (“Policy”) describes the personal information we collect, how we use that information, when we might have to disclose it, how we keep it safe, and how you can access and correct it.

This Policy applies to all TELUS Health Virtual Pharmacy Services where TELUS Health Virtual Pharmacy collects Personal Information, including pharmacy and retail services in person, by fax, by email, by phone, via TELUS Health Virtual Pharmacy’s website and mobile application (collectively “Services”).

Definitions

“Personal Information” refers to information provided by a User to TELUS Health Virtual Pharmacy. A User may provide TELUS Health Virtual Pharmacy with their Personal Information through TELUS Health Virtual Pharmacy’s website and mobile application, by fax, and/or via other means of correspondence (e.g., in person, email, text, or telephone correspondence) with licensed personnel of TELUS Health Virtual Pharmacy (e.g., an TELUS Health Virtual Pharmacy pharmacist or other TELUS Health Virtual Pharmacy staff duly authorized to correspond with Users and collect their Personal Information). Personal Information may include a User’s name, date of birth, physical address, and email address. Personal Information includes personal health information such as the User’s prescription records, medical records, and health insurance data (if applicable).

“Prescription Services” refers to TELUS Health Virtual Pharmacy’s management of prescription medications on behalf of a User, which may include receiving prescriptions from a medical professional on behalf of the User, counselling the User regarding a medication prescribed to the User, and/or filling a prescription for the User.

“User” means an individual who receives TELUS Health Virtual Pharmacy’s Prescription Services.

Collection of Personal and Other Information

Enrolling in and/or receiving Prescription Services from TELUS Health Virtual Pharmacy will require Users to provide certain Personal Information to TELUS Health Virtual Pharmacy. TELUS Health Virtual Pharmacy limits the collection of Personal Information to that which is required to accomplish the purpose for which it is being collected.

When a User accesses TELUS Health Virtual Pharmacy’s website and mobile application for the purpose of receiving prescription Services, the User is required to provide express consent (by way of accepting TELUS Health Virtual Pharmacy’s Terms and Conditions for web/mobile access) for TELUS Health Virtual Pharmacy to collect, use, store, and disclose the Personal Information provided by the User. If a User decides to withdraw his or her consent for TELUS Health Virtual Pharmacy to collect, use, store, and disclose their Personal Information, TELUS Health Virtual Pharmacy may retain certain information to meet our legal or regulatory obligations, such as keeping records relating to any medication that TELUS Health Virtual Pharmacy has dispensed to the User. If a User chooses to not give TELUS Health Virtual Pharmacy consent to collect, use, store, and disclose certain Personal Information, TELUS Health Virtual Pharmacy may not be able to provide that User with TELUS Health Virtual Pharmacy’s full range of pharmacy services.

In addition, TELUS Health Virtual Pharmacy may collect the following information from Users who access and use TELUS Health Virtual Pharmacy’s website or mobile application:

  • Visiting the TELUS Health Virtual Pharmacy Website: In general, you can visit our website without telling us who you are or submitting any Personal Information. However, we collect the IP (Internet protocol) addresses of all visitors to our website and other related information such as device type, page requests, browser type, operating system and average time spent on our website. We use this information to help us understand our website activity and to monitor and improve our website. We also use your Internet protocol address (IP address) and device type to help ensure a secure experience and detect anomalous behaviour.

  • Device Information: As with many applications, certain limited technical data is required for the TELUS Health Virtual Pharmacy application to function on your device. The information we collect includes information about your device and operating system, such as the type of device hardware and operating system, unique device identifier, IP address, language settings, and the date and time the application accesses our servers. This information is used to deliver content appropriate for your device’s capabilities, to deliver push notifications and to help ensure a secure experience and detect anomalous behaviour in order to protect Personal Information from unauthorized access. In addition, in the event the TELUS Health Virtual Pharmacy application crashes on your mobile device, we may receive information about your mobile device model software version and device carrier, which allows us to identify and fix bugs and otherwise improve the performance of the TELUS Health Virtual Pharmacy app.

  • Application Usage Information: We may collect and analyze information about the actions you take on the TELUS Health Virtual Pharmacy website and application to better understand what care programs or services to provide. Cookies: Please see our Cookies Notice for more information on our use of Cookies.

How TELUS Health Virtual Pharmacy Uses Personal Information

TELUS Health Virtual Pharmacy may use Personal Information for a variety of purposes including, without limitation, to:

  • provide Users with healthcare-related services from any of our locations;

  • communicate with the people involved in Users’ care or in the payment for Users’ care;

  • communicate health-related education to Users;

  • process User payments;

  • communicate with Users about TELUS Health Virtual Pharmacy products and services;

  • provide Users with promotions and other non-pharmacy-related activities; and

  • manage its business.

When TELUS Health Virtual Pharmacy Discloses Personal Information

TELUS Health Virtual Pharmacy will only disclose Personal Information to undertake the uses outlined above or where we have consent of a User. We may disclose Personal Information to the extent necessary where we are required or permitted under applicable law, such as in the event of an emergency that threatens the life, health or security of an individual. We or our service providers will also share Personal Information with law enforcement, courts, other government agencies or other parties if we are required to do so to meet our legal and regulatory requirements in the jurisdictions in which we or our service providers operate. For example, we are required to provide records to law enforcement in response to a valid court order.

Access, Corrections, and Accuracy of your Personal Information

You may request access and corrections to the Personal Information we hold about you at any time, subject to limited exceptions. Upon written request, we will also provide you with a list of individuals or entities (e.g. third party service providers) with whom we have shared or disclosed your Personal Information, if applicable. Please contact us at virtualpharmacysupport@telus.com‬ for additional information.

We rely on you to ensure that the Personal Information on the TELUS Health Virtual Pharmacy website and application is accurate, complete and up-to-date. You are welcome to make changes or request deletions or corrections to Personal Information on TELUS Health Virtual Pharmacy at any time by updating your account profile on the TELUS Health Virtual Pharmacy website and application or by contacting us at virtualpharmacysupport@telus.com‬‬.

For a copy of your Personal Information, please contact us at virtualpharmacysupport@telus.com‬. We will take reasonable steps to verify your identity before granting access or making corrections. In addition, your right to access or correct your Personal Information is subject to certain legal restrictions.

Retention

We retain Personal Information only for as long as necessary to fulfil the purposes described in this Policy or as required to meet legal or regulatory requirements. We may also create and retain de-identified information, and continue to use this information in accordance with this Policy.

At your request, we will delete your Personal Information unless we are required to retain it to meet our legal or regulatory obligations.

Patient Records must be retained in accordance with provincial retention guidelines. In general, for Patient Records, we will follow a retention of 10 years from either the date of last entry or from the age of 19 (nineteen) of the individual to whom the information relates, whichever is later.

Safeguards

We understand that data security is a critical issue and we are committed to safeguarding the Personal Information in our custody and control. We have implemented a comprehensive information security program that includes written policies and procedures, and security controls, as well as reasonable administrative, technical and physical safeguards in an effort to protect against unauthorized access, use, loss, modification, and disclosure of Personal Information in our custody or control.

Our team members must complete privacy and security training before they have access to any Personal Information, and must complete annual privacy and security training for ongoing access to Personal Information.

TELUS Health Virtual Pharmacy ensures that the security policies, procedures, and controls meet industry and TELUS best practices and are regularly tested.

Please keep in mind that no internet or email transmission is ever fully secure or error free and no security system is impenetrable. We cannot fully guarantee the confidentiality of any information that you provide to us but we can assure you that we will use reasonable and appropriate security controls, reflective of the sensitive nature of Personal Health Information.

It is important for you to play an active role in the protection and safeguarding of your Personal Information and to guard your privacy when you are online. If the TELUS Health Virtual Pharmacy website or application contains links to other websites, this Policy does not govern those websites. You should read their privacy policies and make an informed decision about whether you want to use those websites or their services.‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

Changes to this Policy

This Policy may be updated from time to time to reflect changes to our practices. Any notices regarding modifications to this Policy will be in written form and provided to you on the TELUS Health Virtual Pharmacy platform and on our website.

If any changes to this Policy are significant, we will provide a more prominent notice (including email notification, if appropriate).

We encourage you to periodically review our Policy for the latest information on our privacy practices and to contact us if you have any questions or concerns.‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬‬

Questions, Complaints, and Contact

Please contact us at virtualpharmacysupport@telus.com if:

  • you have any questions related to the collection, use and disclosure of your Personal Information;

  • you need to report any privacy or security violations, including any suspected or actual unauthorized access, use, disclosure or loss of Personal Information;

  • you wish to access, update, and/or correct inaccuracies in your Personal Information

  • you wish to withdraw your consent to the collection, use or disclosure of Personal Information;

  • you have any questions or comments about this Policy; or

  • you otherwise have a question or complaint about the manner in which we or our service providers treat your Personal Information, including our policies and practices with respect to the use of service providers outside Canada.

Physician? Fax your prescriptions here:

West (AB, BC, NT, YT):

1-855-295-7174

Central (MB, NU, SK):

1-833-815-5756

East (NB, NL, NS, ON, PE):

1-877-835-8329

TELUS Health Virtual Pharmacy (West)

Serving AB, BC, NT, YT

1280504 BC Ltd

21320 Gordon Way, #165

Richmond, BC

V6W 1J8

Toll Free: 1-855-370-7979

Toll Free Fax: 1-855-295-7174

Hours: Mon - Fri, 9:00am - 5:00pm PST

Pharmacy Manager: Brian Lee

College of Pharmacists of BC

PharmaCare Code U62

Pharmacy practice issues may be reported to the College of Pharmacists of BC

TELUS Health Pharmacy (Central)

Serving MB, NU, SK

10082859 Manitoba Ltd.

975 St. James St.

Winnipeg, MB

R3H 0X2

Toll Free: 1-866-318-0047

Toll Free Fax: 1-833-815-5756

Hours: Mon - Fri, 9:00am - 5:00pm CST

Pharmacy Manager: Jeannie Lee

College of Pharmacists of Manitoba

License #35367

Services are provided by TELUS Health Pharmacy in Manitoba

TELUS Health Virtual Pharmacy Inc. (East)

Serving NB, NL, NS, ON, PE

20 Furbacher Lane, Unit 2

Aurora, ON

L4G 6W1

Toll Free: 1-888-921-0466

Toll Free Fax: 1-877-835-8329

Hours: Mon - Fri, 9:00am - 5:00pm EST

Pharmacy Manager: Rachel Patel

Ontario College of Pharmacists

Certificate of Accreditation #308628