Privacy Policy

Introduction

Nurse On Duty ("Nurse On Duty," "we," "us," or "our") is a home care and nursing services provider based in Calgary, Alberta, serving clients in Calgary and surrounding communities.

Our website is primarily used to provide information about our services and to allow prospective clients, family members, caregivers, healthcare professionals, and other interested individuals to contact us or request information about our services.

We respect your privacy and are committed to protecting the personal information entrusted to us.

This Privacy Policy explains what information we collect through our website and other interactions with Nurse On Duty, how we use that information, when we may disclose it, and how we protect it.

Client and patient information used to provide and manage care is handled through our operational systems, including AlayaCare, which we use for workforce management, scheduling, billing, care documentation, and client/patient information.

Our privacy practices are intended to comply with applicable Canadian and Alberta privacy laws, including Alberta's Personal Information Protection Act (PIPA) and, where applicable, other legislation governing personal health information.

Who is responsible for your information

Nurse On Duty is responsible for the personal information in its custody or control.

If you have questions about this Privacy Policy, our privacy practices, or wish to make a privacy request, please contact:

Information we collect through our website

Because our website is primarily a lead-generation and information website, we generally collect only the information necessary to respond to inquiries and provide information about our services.

Depending on how you interact with our website, we may collect:

• First and last name
• Email address
• Telephone number
• Preferred method of contact
• Service or care category you are interested in
• Preferred appointment or consultation date and time
• General information about the type of care being requested
• Information contained in messages or inquiries that you voluntarily submit
• Any other information you choose to provide to us

Health and client information

Once you begin the client intake or care process with Nurse On Duty, we may collect personal and health-related information necessary to assess, plan, coordinate, document, and provide care.

This may include information such as:

• Client demographics
• Health and medical information
• Care requirements
• Medication information
• Mobility and functional needs
• Care plans
• Visit and service information
• Notes relating to care provided
• Information provided by healthcare professionals
• Information provided by family members or authorized representatives
• Billing and service information
• Other information reasonably necessary to provide and manage care

AlayaCare

Nurse On Duty uses AlayaCare as a technology platform for workforce management and the administration of client care.

Depending on the services provided, AlayaCare may be used by Nurse On Duty for functions including:

• Client and patient information management
• Scheduling
• Workforce management
• Care documentation
• Visit information
• Billing and invoicing
• Care coordination
• Related operational and administrative activities

AlayaCare (continued)

Information entered into or managed through AlayaCare is processed under Nurse On Duty's direction and control in accordance with our agreements with AlayaCare and applicable privacy requirements.

AlayaCare describes its Canadian platform as a hosted electronic health-record and care-management platform. Its Canadian privacy documentation states that customer data is processed under the direction and control of the healthcare provider customer and that AlayaCare does not own the personal data processed on behalf of its customers.

AlayaCare also states that its Canadian services include administrative, physical, and technical safeguards for client data and that, unless otherwise specified, customer data is hosted in Canada, although certain processing or access may occur outside Canada as necessary to provide, secure, monitor, or support its services.

For more information about AlayaCare's privacy and security practices, please review AlayaCare Canada Privacy Policy at https://alayacare.com/ca/privacy-policy/

How we use information collected through our website

We may use information collected through our website to:

• Respond to inquiries
• Respond to requests for information
• Contact prospective clients or their representatives
• Arrange consultations or appointments
• Understand the services a prospective client is interested in
• Provide information about our services
• Follow up on requests submitted through the website
• Improve our website and online experience
• Maintain website security
• Manage and administer our business
• Meet applicable legal, regulatory, and insurance requirements

How we use client information

When you become a client of Nurse On Duty, personal and health information may be used as reasonably necessary to:

• Assess and understand care needs
• Develop and manage care plans
• Schedule and coordinate services
• Provide home care and nursing services
• Document services and visits
• Coordinate care with authorized healthcare professionals
• Communicate with clients and authorized representatives
• Manage billing and payments
• Administer applicable funding or payment arrangements
• Maintain appropriate client records
• Meet legal, regulatory, professional, and insurance requirements
• Protect the health and safety of clients and others

Consent

We collect, use, and disclose personal information in accordance with applicable privacy laws.

Where consent is required, we will obtain appropriate consent before collecting, using, or disclosing personal information.

For website inquiries, submitting your contact information generally indicates your consent for us to use that information to respond to your inquiry.

For client care, consent may be obtained through our intake, assessment, service agreement, care planning, or other appropriate processes.

You may withdraw consent where permitted by law. However, withdrawing consent may affect our ability to provide certain services when the information is necessary for providing or managing those services.

When we share your information

Nurse On Duty does not sell or rent your personal information.

We may share personal information only when reasonably necessary for the purposes described in this Privacy Policy, with your consent, or where otherwise permitted or required by law.

Service providers

We may use trusted third-party service providers to support our business and website operations.

These may include providers of:

• Website hosting
• Website forms
• Email
• Scheduling
• Customer relationship management
• Information technology
• Cloud storage
• Payment processing
• Security and fraud prevention
• Analytics
• Workforce management and care-management software

Healthcare professionals and care providers

Where appropriate and authorized, we may disclose relevant information to physicians, nurses, pharmacists, therapists, facilities, healthcare professionals, or other care providers involved in a client's care.

Family members and authorized representatives

We may communicate relevant information with a client's family member, caregiver, legal representative, substitute decision-maker, or other designated person where authorized by the client or otherwise permitted or required by law.

Legal and regulatory requirements

We may disclose personal information when required or permitted by law, including where necessary to:

• Comply with a court order, warrant, or other lawful request
• Meet legal or regulatory requirements
• Protect the health or safety of an individual
• Investigate suspected fraud, abuse, neglect, or unlawful activity
• Protect our legal rights or property
• Meet professional or insurance obligations

Information submitted through the website versus information used for care

Our public website is not intended to function as a patient medical-record system.

Please do not use general website contact forms to submit detailed medical records, medication lists, diagnostic information, or other sensitive health information unless Nurse On Duty specifically instructs you to do so.

When you become a client, information necessary for the delivery and administration of care may be collected through our client intake processes and managed through our care-management systems, including AlayaCare.

Website analytics and cookies

Our website may use cookies, analytics tools, or similar technologies to understand how visitors use the website, improve website performance, and maintain website security.

Depending on the technologies used, information collected automatically may include:

• IP address
• Browser type
• Device type
• Operating system
• Pages visited
• Date and time of visits
• Referring website
• General geographic information
• Website interaction information

This information is generally used for website administration, security, analytics, and improvement.

If third-party analytics, advertising, or tracking technologies are used on our website, those providers may process certain technical or usage information in accordance with their own privacy policies.

Marketing communications

If you provide your contact information to Nurse On Duty, we may contact you regarding your inquiry, requested services, consultation, appointment, or other service-related matter.

Where required by law, we will obtain appropriate consent before sending promotional or marketing communications.

If you receive marketing emails from us, you may unsubscribe at any time by using the unsubscribe option included in the communication or by contacting info@nurseonduty.ca.

Unsubscribing from marketing communications will not prevent us from sending necessary service-related, appointment-related, administrative, or other communications that we are permitted or required to send.

Where information is stored and processed

Website and business information may be stored or processed using third-party technology providers.

Client and care information is managed through Nurse On Duty's operational systems, including AlayaCare.

AlayaCare's Canadian privacy materials state that customer data is generally hosted in the customer's country of residence and that temporary or incidental processing or access outside Canada may occur as necessary to transmit, secure, monitor, or support the services.

Where information is processed outside Alberta or Canada, it may be subject to the laws of the jurisdiction where it is processed.

Nurse On Duty takes reasonable steps to ensure that personal information is appropriately protected regardless of where it is processed.

How we protect your information

We use reasonable administrative, technical, and physical safeguards designed to protect personal information against unauthorized access, collection, use, disclosure, loss, theft, modification, or destruction.

These safeguards may include:

• Limiting access to authorized personnel
• Confidentiality obligations
• Access controls and authentication
• Secure information systems
• Secure handling of client records
• Physical security measures
• Staff privacy and confidentiality procedures
• Secure disposal of information
• Appropriate security practices for third-party service providers

AlayaCare states that its platform uses security measures including encryption, access controls, audit trails, and other technical and administrative safeguards.

No website, electronic system, email transmission, or method of storing information can be guaranteed to be completely secure.

How long we keep information

We retain personal information only for as long as reasonably necessary for the purposes for which it was collected and to meet applicable legal, regulatory, professional, insurance, contractual, and business requirements.

Client and care records may be retained for periods required by applicable laws, professional requirements, or other obligations.

When information is no longer required, we take reasonable steps to securely destroy, delete, or anonymize it.

Your privacy rights

Subject to applicable law and certain exceptions, you may have the right to:

• Request access to personal information we hold about you
• Request correction of inaccurate or incomplete information
• Ask questions about how your information is collected, used, or disclosed
• Withdraw consent where permitted
• Make a privacy complaint

Your privacy rights (continued)

If your information is maintained in AlayaCare as part of Nurse On Duty's client records, privacy requests should be directed to Nurse On Duty, rather than directly to AlayaCare.

AlayaCare's Canadian privacy documentation states that customer data is processed under the direction and control of its healthcare-provider customers and that individuals should generally direct privacy requests regarding customer databases to the applicable healthcare provider.

To make a privacy request, contact:

Privacy complaints

If you have a concern about how Nurse On Duty has handled your personal information, please contact our Privacy Officer first so that we can review and address your concern.

If you are not satisfied with our response, you may have the right to contact the appropriate privacy oversight authority, including the Office of the Information and Privacy Commissioner of Alberta, depending on the circumstances and applicable legislation.

Links to other websites

Our website may contain links to external websites, including healthcare organizations, government agencies, professional organizations, social media platforms, or other third-party websites.

Nurse On Duty does not control the privacy practices or security of those websites.

We encourage you to review the privacy policy of any third-party website before providing personal information.

Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our services, technology, business practices, or applicable privacy requirements.

When we make changes, we will post the updated Privacy Policy on this page and update the "Last updated" date.

We encourage you to review this Privacy Policy periodically.

Contact us

If you have questions, concerns, or requests regarding privacy or the handling of your personal information, please contact: