Information Practices / Client Safety / Customer Service Standards

Physical, administrative and technical safeguards protect your personal health information from theft, loss, and unauthorized access, copying, modification, use, disclosure and disposal.

Routine audits are conducted to monitor and manage compliance with our privacy and security policies and procedures.

The Health Department ensures that anyone working for us protects your privacy. They are only allowed to use or disclose your personal health information for the purpose you have consented to or when permitted or required by law.

Everyone who works for or with the Health Department must complete privacy training and sign a confidentiality agreement.

The Health Department will collect personal health information about you directly from you or from the person acting on your behalf. The personal health information that is collected may include your name, birth date, address, health history, records of visits and other visits with the Health Department, and the programs and services that you received during those visits. Occasionally, we collect personal health information about you from other sources if we have obtained your consent to do so or if permitted by law. All information collected by us is documented on paper and/or electronically and kept confidential as outlined in our internal policies and procedures.

Provincial electronic information systems are used by the Health Department to support ongoing health care services and programs. These systems may collect, record, and verify information used for our services. The systems are securely hosted by the Government of Ontario’s data centres and include some of the following:

• ConnectingOntario Clinical Viewer for laboratory results, diagnostic imaging and other health records.
• HCD-ISCIS (Healthy Child Development - Integrated Services for Children Information System) for family health services.
• ICON (Immunization Connect Ontario) for immunization records.
• iPHIS (Integrated Public Health Information System) for investigating communicable diseases.
• OHISS (Oral Health Information Support System) for dental health screenings.
• Panorama for immunization records.

The Health Department uses your personal health information for the purpose of:

• Providing you with Health Department programs and services;
• Obtaining payment for your care and treatment;
• Planning, administering and managing our internal operations;
• Conducting risk management and quality improvement activities;
• Teaching employees and students;
• Conducting research and compiling statistics;
• Complying with any legal and regulatory requirements; and
• Fulfilling other purposes as permitted or required by law.

The Health Department will not disclose your personal health information without your consent, unless permitted or required by law. We may share your information without your consent, in accordance with PHIPA:

• With other health care professionals for the purpose of providing you health care (for example, other medical officers of health and/or their agents);
• With a person carrying out an inspection or investigation authorized by a warrant or by law;
• Where it is necessary to eliminate or reduce significant risk;
• Pursuant to a summon, subpoena or court order;
• With a Children's Aid Society, in accordance with the Child and Family Services Act; and
• With a provincial Ministry such as the Ministry of Health.

It is important to understand your various privacy rights under PHIPA. This includes your right to:

1. Access and correct your records
   You may request access to, or correction of, your personal health information contained in your Health Department records.

   How to access and correct your personal health information

   If you wish to access or correct your personal health information, or you have questions about how it is collected, maintained, used, or disclosed, please contact your health care provider at the Health Department or the Manager, Health Information, Privacy and Security.

2. Deny or remove your consent
   You may deny or remove your consent, with some exceptions, for the collection, use and disclosure of your personal health information.
   
   
3. File a complaint or concern about our information practices
   If you would like to make a comment or complaint regarding our information practices, you may email the privacy team at healthprivacy@durham.ca or contact the Manager, Health Information, Privacy and Security at 905-668-7711 ext. 3214. All inquiries will be kept strictly confidential.

For more information about our information protection practices, or to raise a concern you have with these practices, please contact:

If, after contacting us, you feel that your concerns have not been addressed to your satisfaction, you have the right to file a complaint with the Information and Privacy Commissioner of Ontario. The Commissioner can be reached at:

You have the right to:

• Have your personal information protected.
• Be asked for consent before we provide support or service.
• Be treated with respect.
• Receive information that is accurate.
• Have information translated to your first language if needed.
• Participate in decisions about your care.
• Make personal choices about your health.
• Receive care that meets your needs.
• Refuse care or service from anyone, where possible.
• Receive information before you choose to take part in a research project.
• Be provided with safe service in a safe environment.
• Know the names and roles of everyone providing you with care.
• Be notified of unexpected events that affect your care.
• Share your concerns about services you receive.
• Be informed about the outcome of your concerns.

Your responsibilities include:

• Treating everyone with respect.
• Giving correct information about you and your health.
• Asking questions if the information given to you is not clear.
• Keeping appointments or cancelling in advance.
• Reporting safety concerns to the Health Department.

Please do not email questions about your personal or private health concerns. Please call 1-800-841-2729 and your call will be sent to the appropriate person in the Health Department. We reply to emails within five business days.

Health Department HELP LINE

Durham Health Connection Line

Monday to Friday, 9 a.m. to 5 p.m., 905-668-2020 or 1-800-841-2729.

Durham Health Connection Line will respond to incoming calls within two business days, except in extenuating circumstances where there would be an unusually high call volume such as during an outbreak, or during immunization suspension time.