Policies

1. Commitment to Patient Privacy

• 1.1 Manor Clinic is fully committed to protecting the privacy, confidentiality, and security of all personal health information entrusted to us by our patients.
• 1.2 The collection, use, storage, and disclosure of patient information are carried out with the utmost care, ensuring compliance with all applicable legal, ethical, and regulatory requirements.
• 1.3 Every physician, psychologist, mental health therapist, staff member, and associate working at Manor Clinic is obligated to adhere to strict confidentiality policies and procedures to safeguard patient information at all times.

2. Scope of This Policy

• 2.1 Every physician, psychologist, mental health therapist, psychiatrist, nurse practitioner, registered nurse, administrative staff, medical assistant, receptionist, social worker, case manager, counselor, research staff, IT personnel, billing and finance staff, contractor, consultant, and any other associate working at Manor Clinic is obligated to adhere to strict confidentiality policies and procedures to safeguard patient information at all times, ensuring compliance with all legal, ethical, and professional standards.”
• 2.2 It governs the handling of health records for all patients receiving care at Manor Clinic, including but not limited to identifying information, demographic details, contact information, date of birth, medical history, mental health history, psychiatric evaluations, family history, personal history, social history, substance use history, diagnostic results, laboratory test results, imaging reports, medication records, allergies, immunization records, treatment plans, surgical history, specialist consultations, referrals, progress notes, therapy session notes, hospitalization records, discharge summaries, insurance details, billing information, and any other relevant health-related data necessary for providing comprehensive patient care.
• 2.3 This policy applies to all employees, physicians, psychologists, psychiatrists, mental health therapists, social workers, counselors, registered nurses, nurse practitioners, medical assistants, administrative staff, receptionists, billing and finance staff, IT personnel, contractors, research staff, consultants, interns, trainees, students, volunteers, third-party service providers, external auditors, legal advisors, and any other individuals or entities who may have access to patient health information in the course of their duties, ensuring strict adherence to confidentiality and data protection regulations.

3. Definition of Personal Health Information

• 3.1 Personal health information (PHI) refers to any recorded or unrecorded information about an identifiable individual that pertains to their physical or mental health, including their medical history, diagnosis, treatment, prognosis, and ongoing care. This also includes information about the provision of healthcare services, interactions with healthcare providers, participation in wellness programs, and any details related to the planning, management, or assessment of healthcare services. Furthermore, PHI encompasses data regarding an individual’s eligibility for healthcare benefits, payment history, and financial coverage for medical treatments.
• 3.2 The scope of personal health information is broad and includes, but is not limited to, demographic details such as name, date of birth, gender identity, contact information, and emergency contacts; past and current medical conditions, surgical history, and hospital admissions; medication history, prescription records, allergies, and immunization details; laboratory test results, imaging reports, and other diagnostic assessments; mental health assessments, psychological therapy notes, and psychiatric evaluations; treatment plans, progress notes, and referrals to specialists or allied healthcare professionals; lifestyle and social determinants of health, including family medical history, substance use history, and personal risk factors; insurance and healthcare coverage details, including provincial health card numbers, private insurance policies, and billing records; and consent forms, directives, and any advanced care planning documents that outline a patient’s healthcare preferences.
• 3.3 The collection, use, retention, and disclosure of personal health information are governed by Alberta’s Health Information Act (HIA) and other applicable laws and regulations, ensuring that patients’ rights to privacy and confidentiality are upheld.
• 3.4 We are committed to handling all personal health information in compliance with provincial and federal legislation, including the Health Information Act (HIA), the Personal Information Protection and Electronic Documents Act (PIPEDA), and other applicable standards. We employ strict safeguards to protect sensitive health data from unauthorized access, misuse, and breaches. The collection of PHI is limited to the minimum necessary to fulfill the purpose of providing high-quality healthcare services, facilitating coordination of care, supporting medical research where permitted, and meeting legal or regulatory obligations

4. Privacy Principles and Practices

• 4.1 Manor Clinic takes full responsibility for ensuring the confidentiality and security of patient information and has implemented strict safeguards to prevent unauthorized access, use, or disclosure of personal health data.
• 4.2 A designated Privacy Officer oversees compliance with this policy and is responsible for addressing any concerns or questions related to patient confidentiality and privacy matters.
• 4.3 All employees, physicians, and contractors receive mandatory privacy training and must acknowledge their understanding of confidentiality obligations before accessing patient information.
• 4.4 Personal health information is collected solely for the purpose of providing appropriate and effective medical care to patients.
• 4.5 Information may be obtained directly from the patient, from authorized healthcare providers, or from other relevant sources where the patient has provided consent.
• 4.6 Patients will be informed of the specific purposes for which their information is being collected, and data collection will be limited to what is necessary for those purposes.
• 4.7 Manor Clinic requires patient consent for the collection, use, and disclosure of personal health information, except where permitted or required by law.
• 4.8 By seeking medical care at Manor Clinic, patients provide implied consent for the use of their health information for routine treatment, billing, and healthcare operations.
• 4.9 Express written consent is required for the disclosure of personal health information to third parties, including insurance providers, employers, or legal representatives, unless otherwise authorized by legislation.
• 4.10 Patients may withdraw their consent at any time by submitting a written request, with the understanding that this may impact the quality or timeliness of their healthcare services.
• 4.11 Personal health information is collected by Manor Clinic only through lawful and fair means, and only to the extent required to deliver high-quality medical care.
• 4.12 Information collected will not be used for any secondary purposes unrelated to patient care unless explicit consent is obtained.
• 4.13 Manor Clinic does not sell, trade, or disclose patient information to unauthorized third parties.
• 4.14 Information may be shared with authorized healthcare providers involved in a patient’s care, provided they adhere to the same confidentiality standards.
• 4.15 Third-party service providers that assist with clinic operations (e.g., billing, IT support) must enter into confidentiality agreements to ensure compliance with privacy standards.
• 4.16 Patient information will only be retained for as long as it is necessary to fulfill the identified purposes or to comply with applicable legal requirements.
• 4.17 When patient information is no longer required, it will be securely destroyed in accordance with best practices and regulatory guidelines.
• 4.18 Manor Clinic strives to ensure that all patient records are accurate, complete, and up-to-date.
• 4.19 Patients are encouraged to review their medical records and inform the clinic of any necessary updates or corrections.
• 4.20 If a correction request is denied, the patient has the right to append a statement of disagreement to their record.
• 4.21 Manor Clinic employs robust security measures to protect patient information from unauthorized access, use, or loss.
• 4.22 Electronic medical records are protected with encryption, multi-factor authentication, and secure backup procedures.
• 4.23 Physical records are stored in secure locations with controlled access.
• 4.24 Employees and contractors are required to sign confidentiality agreements and undergo regular privacy training.

5. Patient Access to Records

• 5.1 Patients have the right to request access to their medical records and obtain copies, subject to reasonable administrative fees and legal limitations.
• 5.2 Requests for access must be submitted in writing, and the clinic will respond within the timeframe mandated by applicable privacy laws.
• 5.3 In cases where access is denied, patients will be provided with a written explanation and informed of their right to challenge the decision.

6. Parental Access to Minor’s Health Information and Legal Requirements

• 6.1 A natural parent is not always entitled to information about their child. In cases of parental separation or mature minors, access may be restricted.
• 6.2 Individuals requesting information about a child must provide a formal signed request, photo ID, and, if applicable, legal documentation proving custody status (sole or joint), a parenting order, a guardianship document, a court order, or signed consent from the primary parent/guardian.
• 6.3 If a child is considered a mature minor and has explicitly requested that their health information not be shared, Manor Clinic will not release it to a parent/guardian unless specific circumstances require disclosure.
• 6.4 Legal guardianship grants an adult the right to consent to medical treatment for a minor, including medications, surgeries, procedures, and diagnostic tests.
• 6.5 A mature minor can provide their own consent if they understand and appreciate the nature, risks, and consequences of a procedure/treatment. A legal guardian cannot override the decision of a mature minor.
• 6.6 To access a minor’s health information, specific documents are required, including copies of relevant court orders, government-issued photo identification, and a signed consent form from the primary parent, legal guardian, or mature minor authorizing the release of information.
• 6.7 Acceptable proof of custody and guardianship includes legal documents such as a Child Guardianship Order signed by a judge, a Custody and Access Order signed by a judge, a Consent Order specifying healthcare decision-making authority signed by a judge, or a Parenting Order that outlines guardianship agreements regarding healthcare decisions for the minor.

7. Handling Privacy Concerns and Complaints

• 7.1 Patients who have concerns regarding the handling of their personal health information are encouraged to contact Manor Clinic’s Privacy Officer for resolution.
• 7.2 Complaints will be thoroughly investigated, and appropriate corrective measures will be implemented if necessary.
• 7.3 If the issue remains unresolved, patients may escalate their concerns to the Office of the Information and Privacy Commissioner of Alberta.

8. Privacy Officer Contact Information

• 8.1 Patients with privacy-related concerns or inquiries may contact the designated Privacy Officer at:
  Privacy Officer
  Manor Clinic
  1107 127 Street SW
  Edmonton T6W 1A3
  Alberta
  Ph: 780-669-8555
  Fax: 780-666-2608
  Email: admin@manorclinic.ca
• 8.2 Patients may also contact the Office of the Information and Privacy Commissioner of Alberta at:
  Office of the Information and Privacy Commissioner of Alberta
  #410, 9925 – 109 Street NW
  Edmonton, AB T5K 2J8
  Phone: (780) 422-6860
  Fax: (780) 422-5682
  Toll-Free: 1-888-878-4044

9. Final Statement

• 9.1 Manor Clinic remains committed to upholding the highest standards of patient confidentiality and privacy.
• 9.2 This policy is regularly reviewed and updated to ensure continued compliance with evolving legal, technological, and ethical requirements.

We collect, use, and/or disclose your personal information with your consent unless otherwise authorized or required by legislation.

Your Privacy When Using Manor Clinic’s Website
Web servers automatically collect certain information when you visit a website, including your Internet Protocol (IP) address. IP addresses are unique numbers Internet Service Providers (ISP) assign to all devices accessing the Internet. The IP address, on its own, may not identify you as an individual. However, in certain circumstances, such as with the co-operation of an ISP, for example, it can identify an individual. For this reason, Manor Clinic considers IP addresses as personal information, particularly when combined with other data automatically collected such as the page(s) visited, date and time of the visit, etc.

Unless otherwise noted, Manor Clinic does not automatically gather any specific information from you, such as your name, telephone number, or email address. We collect this type of information only if you supply it to us. In such cases, we will handle your personal information consistent with Manor Clinic’s policy on Privacy & Confidential Information.

Please note, in cases where organizations outside of Manor Clinic provide services, such as social media platforms or mobile applications, web servers of a third-party ISP may record your IP addresses.

Use of Website Content
All content on this website, including text, graphics, logos, and images, is the property of Manor Clinic and is protected by copyright laws. Users may not reproduce, distribute, or modify any content without prior written permission from Manor Clinic.

User Responsibilities
Users agree not to post harmful or misleading content, attempt to breach website security, or engage in activities that disrupt the website’s functionality.

Limitation of Liability
Manor Clinic makes reasonable efforts to provide accurate and up-to-date information but does not guarantee completeness or accuracy. Manor Clinic is not liable for any direct or indirect damages resulting from the use of this website.

External Links Disclaimer
This website may contain links to external websites for additional resources. Manor Clinic does not endorse or take responsibility for the content, policies, or security of external sites.

Website Downtime & Modifications
Manor Clinic reserves the right to modify, suspend, or discontinue any part of this website at any time without prior notice. We are not responsible for any inconvenience or loss resulting from website downtime.

Security Measures for Website Users
We take reasonable measures to secure our website and protect user data. However, users should exercise caution when sharing personal information online, as no system is completely secure.

Communicating with Manor Clinic
If you choose to send Manor Clinic an email or complete a feedback form online, we may use your personal information to respond to your inquiry. We never use the information to create individual profiles, and we will not disclose the information to anyone other than those who need to provide you with a response. Any disclosure of your personal information is in accordance with Manor Clinic’s policy on Privacy & Confidential Information.

Emails and other electronic methods are not secure unless a web page specifically states so. Therefore, we recommend that you do not send sensitive personal information, such as your date of birth, through non-secure electronic means.

We collect personal information from emails or completed feedback forms in accordance with Manor Clinic’s policy on Privacy & Confidential Information. We may use such information for statistical, evaluation, and reporting purposes.

Third-Party Social Media
Manor Clinic’s use of social media serves as an extension of its presence on the web. Social media account(s) are public and are not hosted on Manor Clinic’s servers. Users who choose to interact with us via social media should read the terms of service and privacy policies of these third-party service providers and those of any applications used to access them. Manor Clinic uses Twitter, LinkedIn, and Facebook.

Personal information that you provide to Manor Clinic via social media account(s) is collected to capture conversations (e.g., questions and answers, comments, retweets) between you and Manor Clinic. It may be used to respond to inquiries or for statistical, evaluation, and reporting purposes. We will delete any posted comments that violate Canadian law and disclose these to law enforcement authorities. We will also delete comments that violate our comment policy.

Improving Your Experience on Manor Clinic’s Website
Digital Markers (Including Cookies)
A digital marker is a resource created by your browser to store specific pieces of information that a web server can reference during the same or future visits to a website. Examples of digital markers include “cookies” and HTML5 web storage. These markers enable a website to recognize when a user has previously visited, ensuring a more seamless experience. They also track which information a user interacts with on the site, helping website administrators optimize content and navigation to better match user needs.

Manor Clinic uses sessional digital markers on its website. During your online visit, your browser exchanges data with Manor Clinic’s web server. When you close your browser, this digital marker does not remain on your computer. As such, the digital marker used does not allow Manor Clinic to identify you upon subsequent visits.

You may adjust your browser settings to reject digital markers, including cookies, if you so choose. Visiting our website with cookies disabled will have no significant impact on your browsing experience on Manor Clinic’s site. Please consult your browser’s Help Menu for instructions.

Web Analytics
Web analytics is the collection, analysis, measurement, and reporting of data about web traffic and visits for purposes of understanding and optimizing web usage.

When your computer requests a Manor Clinic web page, we collect certain types of information for web analytics using digital markers, as described above. This includes the originating IP address, the date and time of the request, the type of browser used, and the specific pages visited. This data helps us analyze website traffic, improve user experience, and ensure that our online services are functioning effectively.

Information we collect and use for the purpose of web analytics is in accordance with our mandate under the Health Professions Act. We may use such data to improve Manor Clinic’s website as well as for communications and information technology statistical purposes, audit, evaluation, research, planning, and reporting.

We do not disclose this information to any external third-party service providers.

Inquiring About These Practices
Please direct any questions, comments, concerns, or complaints you may have regarding privacy and the Clinic’s web presence to our Clinic Manager:

Manor Clinic
1107 127 Street SW
Edmonton, AB T6W 1A3
Phone: 780-669-8555
Fax: 780-666-2608
Email: admin@manorclinic.ca

If you are not satisfied with Manor Clinic’s response to your privacy concerns, you may contact:

Office of the Information and Privacy Commissioner (Edmonton)
Suite 410, 9925 109 Street NW
Edmonton, AB T5K 2J8
Phone: 780-422-6860 or Toll-Free: 888-878-4044
Fax: 780-422-5682
Email: generalinfo@oipc.ab.ca

We’re glad you have chosen Manor Clinic for your mental health needs. Our goal is to provide our patients with quality care in a timely manner. To achieve this goal, our clinic strictly enforces a “No Show / Late Cancellation / Late Arrival Policy.”

1. You must call twenty-four (24) business hours in advance to cancel or reschedule any appointments.Phone messages left on the answering machine over the weekend do not qualify as 24-hour notice for Monday appointments.
2. Cancellation of any appointments must be made with one of the Manor Clinic staff members in person or over the phone. We are unable to accept such requests via voice mail or email.
3. “No Show” shall mean any patient who fails to arrive for a scheduled appointment. If you do not arrive for your scheduled appointment without contacting our clinic at least twenty-four (24) business hours in advance, you are considered a “no-show,” barring medical emergencies. Unexcused no-shows will be automatically billed/charged 50% of the total cost of the session booked. These service fees will be charged to your Credit Card on File.
4. “Late Cancellation” shall mean any patient who cancels an appointment less than 48 hours before their scheduled. In the event of unexcused “Late Cancellation” with less than 24-hour notice, barring medical emergencies, you will be automatically billed/charged at 50% of the total cost of the session booked. These service fees will be charged to your Card on File.
5. “Late Arrival” shall mean any patient who arrives at the clinic 15 minutes after the expected arrival time for the scheduled appointment. Appointments will be automatically cancelled 15 minutes after the scheduled appointment time. Late arrivals will not receive an extension of time from the scheduled appointment duration. In certain cases, and when the counsellor’s schedule will allow, they may be able to accommodate a partial or full appointment. This will be done only with proper, advanced notification of your late arrival. “Late Arrival,” barring medical emergencies, will be automatically billed/charged at 50% of the total cost of the session booked. These service fees will be charged to your Credit Card on File.

Please contact the Manor Clinic management if you require further information.

Purpose
The purpose of this policy is to reduce the number of “No Show” patient appointments to see one of the Manor Clinic psychiatrists thereby optimizing provider scheduling and availability.

Definitions
These definitions apply to new patients and existing patients.

1. “No Show” shall mean any patient who fails to arrive for a scheduled appointment.
2. “Late Cancellation” shall mean any patient who cancels an appointment less than 48 hours before their scheduled appointment.
3. “Late Arrival” shall mean any patient who arrives at the clinic 15 minutes after the expected arrival time for the scheduled appointment.

Procedure

1. 1. A patient is notified of the appointment “No-Show, Late, & Cancellation Policy” at the time of
      scheduling.
   2. For new and existing patients:
      1. Patient must call forty-eight (48) business hours in advance to cancel or reschedule any appointments. Phone messages left on the answering machine over the weekend do not qualify as 48 hours’ notice for Monday appointments.
      2. Cancellation of any appointments must be done with one of the Manor Clinic staff members in person or over the phone. We are unable to accept such requests via voice mail or email.
      3. For “No show” appointments: If the patient fails to present for their initial or follow-up appointment, they will be permanently terminated from the Manor Clinic psychiatric care. Manor Clinic psychiatrists will not be responsible for the prescription of psychiatric medications after patient care has been terminated. Manor Clinic psychiatrist will refill the prescription for one month after the patient care is terminated to ensure continuity of care. Patients are advised to contact their family doctor/general physician/psychiatrist for future medication refills. Manor Clinic psychiatrist will notify the patient’s family doctor/general physician/psychiatrist about their termination of care.
      4. For “Late Cancellation”: In the event of “Late Cancellation” appointments, the Manor Clinic reserves the right to decide whether to terminate the patient from psychiatry care or offer the next available appointment which could take up to a few months.
      5. For “Late Arrival”: In the event of “Late Arrival” for the appointments, our psychiatrists will try to see the next available appointment will be offered.

Please contact the Manor Clinic management if you require further information.

Monitor Your Medication
Interruption of regularly scheduled medications can potentially cause unpleasant/dangerous withdrawal symptoms or a relapse of the condition being treated. It is your (the patient’s) responsibility to monitor the amount of medication remaining, as well as the number of refills. To avoid any interruption, please contact us at least 7-10 days before your medication runs out, allowing enough time for refills to be processed.

Contacting the Pharmacy
Please contact your pharmacy and request that they fax a refill request to our office. Our fax number is 780-669-8555. allow three full business days (72 hours) for medication refills to be processed.

No Refills Over the Phone
We are not able to refill prescriptions over the phone.

No Refills from Other Doctors
Manor Clinic psychiatrists are unable to refill medications prescribed by other doctors or for medical conditions not treated at Manor Clinic, including narcotic pain medications.

Refills for Ongoing Care
If you are seeing one of the Manor Clinic psychiatrists for ongoing care, please book an appointment to refill a prescription. Your psychiatrist will prescribe enough medication to last until your next scheduled review. Under exceptional circumstances, we will accept faxed prescriptions; however, if you request a refill by fax only for convenience, this is an uninsured service (not covered by Alberta Health Care) and will result in a $55 fee, payable at your next appointment or via an invoice.

Emergency Refills from Pharmacists
If you are completely out of medication and are unable to contact the clinic, most pharmacists will provide enough medication to last until you can see your physician.

ADD/ADHD Medication Management
Manor Clinic psychiatrists provide consultations and assessments for ADHD. If you receive an ADHD diagnosis, the psychiatrist will provide medication recommendations to your referring doctor. These recommendations will be sent within seven working days. Manor Clinic psychiatrists do not manage or review ADHD medications on an ongoing basis.

Consultations and Specialized Assessments
If you are seeing a Manor Clinic psychiatrist for a one-time consultation (e.g., Autism or ADHD assessment), they will not provide ongoing medication support for any new or pre-existing mental illnesses.

Annual Visit Requirement
No prescriptions will be approved if it has been 12 months since your last office visit.

Post-Discharge Responsibility
No prescriptions will be approved after Manor Clinic psychiatrists have discharged you. After discharge, you are responsible for ensuring your family physician or general practitioner prescribes your required medications and refills before you run out. Please check your medication levels before appointments to ensure you discuss refills with your physician.

Emergency Refills During Clinic Closures
For medications required during clinic closures, please consult your pharmacist, who may provide an emergency supply until the clinic reopens.

Contact Information
Please contact the Manor Clinic Manager if you have any questions regarding this policy or your medication refills.

We value your well-being and strive to provide the best care. We kindly request that you reciprocate this respect by treating all Manor Clinic staff with courtesy and without violence, abuse, or harassment.

Doctors, mental health therapists, and their staff have the right to care for others without fear of being
attacked or abused. Any behavior—whether verbal, physical, or in writing—that causes staff to feel
uncomfortable, embarrassed, or threatened is totally unacceptable.

The Zero Tolerance policy includes abuse, aggression, or threats made:

• In person
• Over the telephone
• In written communication, including on social media

Manor Clinic considers the following behaviors as threatening:

• Aggressive, threatening, or physical actions directed toward any member of staff
• The use of aggressive, threatening, or abusive language, including raising of the voice, swearing, shouting, or in written form, which intimidates staff
• Racist, sexist, or discriminatory remarks of any kind, whether made verbally or in writing

This policy applies to all areas within the premises and to any Manor Clinic employee or partner outside
the premises, in so far as it relates to the business of Manor Clinic.

• Any instance or threat of physical abuse will be reported to the police.
• Offenders will be removed from the premises, and the patient will be removed from the Manor Clinic list.
• Abusive or threatening behavior from a patient will be reported to the Clinic Manager and will result in their removal from the Manor Clinic list.

We hope you understand the purpose of this policy, which is designed to keep our staff and other patients
safe at all times.