Privacy Policy

Introduction

Rosewood Manor is committed to protecting the privacy and confidentiality of personal information entrusted to us. This policy explains how we collect, use, disclose, and safeguard information about residents, prospective residents, family members, and website visitors.

We handle all personal information in accordance with Canadian privacy legislation, including the Personal Information Protection Act (PIPA) and other applicable federal and provincial laws governing the collection and use of personal information in British Columbia.

Information We Collect

Contact Information

We collect names, addresses, phone numbers, and email addresses when individuals inquire about our services, schedule tours, or submit contact forms through our website. This information allows us to respond to inquiries and provide requested information about our care options.

Resident Care Information

For residents and prospective residents, we collect comprehensive information necessary to provide appropriate care, including medical history, current health conditions, medications, care preferences, emergency contacts, and information about daily living abilities. We also collect financial information necessary for billing and payment processing.

Website Usage Data

Our website may collect technical information such as browser type, device information, IP address, and pages visited. We use this information to improve website functionality and understand how visitors use our site. See our Cookie Policy for detailed information about cookies and similar technologies.

Communication Records

We maintain records of communications with residents, families, and prospective clients, including emails, phone conversations, and in-person discussions. These records help ensure continuity of care and appropriate follow-up on inquiries and concerns.

Legal Basis for Processing

We collect and process personal information based on the following legal grounds:

• Consent: When individuals provide information voluntarily through contact forms or inquiries, they consent to our use of that information for the stated purposes.
• Contract Fulfillment: Information collected from residents and their families is necessary to fulfill our care service agreements and provide the services requested.
• Legitimate Interest: We process certain information based on our legitimate interest in operating our facility, improving services, and maintaining safety and security.
• Legal Obligation: We collect and maintain certain information to comply with healthcare regulations, licensing requirements, and other legal obligations governing residential care facilities in British Columbia.

How We Use Information

• Service Provision: To provide residential care, develop and implement care plans, coordinate with healthcare providers, and ensure resident safety and well-being.
• Communication: To respond to inquiries, schedule tours, provide information about our services, communicate with residents and families, and send relevant updates.
• Billing and Administration: To process payments, maintain financial records, and manage administrative aspects of care service agreements.
• Quality Improvement: To evaluate and improve our care practices, identify areas for service enhancement, and address concerns or complaints.
• Legal Compliance: To meet regulatory requirements, respond to legal requests, and protect the rights and safety of residents, staff, and visitors.
• Website Functionality: To maintain and improve our website, analyze usage patterns, and enhance user experience.

Information Retention

We retain personal information for the following periods:

• Inquiry Information: Contact information from inquiries that don't result in service is retained for up to two years, then deleted unless you request earlier removal.
• Resident Records: Care records are retained for seven years following a resident's departure, as required by healthcare regulations in British Columbia.
• Financial Records: Billing and payment information is retained for seven years to comply with tax and accounting requirements.
• Website Data: Website usage data is typically retained for up to 26 months for analytics purposes.

When information is no longer needed, we securely delete or destroy it according to established procedures.

How We Protect Information

We implement various security measures to protect personal information:

• Physical security controls including secure file storage and restricted access to areas containing personal information
• Technical safeguards such as password protection, encryption for electronic records, and secure backup systems
• Administrative controls including staff training on privacy obligations, confidentiality agreements, and clear policies about information access
• Regular review and updating of security measures to address evolving risks

In the event of a privacy breach that poses real risk of significant harm, we will notify affected individuals and appropriate authorities as required by applicable privacy laws.

Your Privacy Rights

Under Canadian privacy legislation, you have the following rights regarding your personal information:

Access

You may request access to personal information we hold about you. We will provide this information within a reasonable timeframe, subject to limited exceptions permitted by law.

Correction

If personal information we hold is inaccurate or incomplete, you may request correction. We will make corrections or add notations as appropriate and notify any organizations to which we disclosed the information.

Withdrawal of Consent

You may withdraw consent for certain uses of personal information, subject to legal or contractual restrictions. Withdrawing consent may affect our ability to provide certain services.

Complaint Process

If you believe we have not complied with privacy legislation, you may file a complaint with our Privacy Officer. You also have the right to contact the Office of the Information and Privacy Commissioner for British Columbia.

To exercise these rights, contact our Privacy Officer using the contact information provided at the end of this policy.

Third-Party Service Providers

We may share personal information with third-party service providers who assist us in operating our facility and providing care services. These providers may include:

• Healthcare professionals and medical service providers involved in resident care
• Pharmacy services for medication management
• Laboratory and diagnostic services
• Payment processing services for billing
• Information technology service providers for electronic systems
• Website hosting and analytics services

Third-party providers are contractually required to protect personal information and use it only for specified purposes. We do not sell personal information to third parties.

International Data Transfers

Personal information is stored and processed in Canada. Some service providers may store information on servers located outside Canada, which may be subject to disclosure under the laws of those jurisdictions. When information is transferred internationally, we ensure appropriate safeguards are in place to protect it according to Canadian privacy standards.

Cookies and Website Technologies

Our website uses cookies and similar technologies to enhance functionality and analyze usage. For detailed information about cookies, how we use them, and your choices regarding cookies, please see our Cookie Policy.

Changes to This Policy

We may update this Privacy Policy periodically to reflect changes in our practices or applicable laws. When we make significant changes, we will post a notice on our website and update the "Last Updated" date. We encourage you to review this policy periodically to stay informed about how we protect personal information.

Contact Information

For questions about this Privacy Policy, to exercise your privacy rights, or to file a privacy-related complaint, please contact our Privacy Officer:

We will respond to privacy inquiries within 30 days of receipt.