Privacy Policy

Last updated: March 2026

Our Commitment to Privacy

At Arcadia Home Care, personal information — including personal health information — is collected, stored, and used only for the purpose of delivering safe, effective, and personalized care. We comply with Ontario's Personal Health Information Protection Act (PHIPA), Canada's Personal Information Protection and Electronic Documents Act (PIPEDA), and all other applicable privacy laws.

All staff, caregivers, and service providers are bound by confidentiality agreements and are trained to handle personal information with the highest degree of care and discretion.

Arcadia Home Care collects and manages personal health information in accordance with the Personal Health Information Protection Act (PHIPA). Depending on the circumstances of care, Arcadia may act either as a health information custodian or as an agent of another custodian, such as a hospital, physician, or Ontario Health atHome coordinator. In all cases, personal health information is handled in accordance with PHIPA and applicable professional obligations.

What Information We Collect

We collect personal information only when it is necessary to provide care or to respond to an inquiry. This may include:

• Client information: name, address, contact details, date of birth, health history, diagnoses, medications, care preferences, and emergency contacts
• Family and substitute decision-maker information: names and contact information for people involved in a client's care
• Referral information: clinical summaries or discharge information provided by healthcare professionals
• Website inquiry information: name, phone number, email address, and any details you provide through our contact or referral forms
• Employment information: information collected from caregivers and staff during hiring and employment

How We Use Your Information

Personal information is used only for the following purposes:

• To assess your loved one's care needs and develop a personalized care plan
• To match caregivers to clients based on clinical needs, schedule, and compatibility
• To communicate with families about care updates, scheduling, and changes in condition
• To coordinate care with other healthcare providers, with your consent
• To comply with legal and regulatory obligations
• To respond to inquiries submitted through our website

We do not sell, rent, or trade personal information to third parties for marketing purposes.

Information Security

Arcadia Home Care takes the security of personal information seriously. We maintain the following safeguards:

• Client records are stored securely in electronic systems with access restricted to authorized personnel only
• Any physical documents containing personal information are scanned and securely destroyed
• All staff complete privacy and confidentiality training as part of their onboarding
• Electronic communications involving client information are handled with strict security protocols

Privacy Breach Response

If a privacy breach occurs — meaning unauthorized access to, use, or disclosure of personal information — Arcadia Home Care will take immediate steps to contain the breach, assess the risk of harm, notify affected individuals as required by law, and take corrective action to prevent recurrence. We follow all requirements under PHIPA and PIPEDA regarding breach notification.

Website and Contact Form Data

When you submit an inquiry through our website contact form or referral form, the information you provide is used solely to respond to your inquiry and, if appropriate, to initiate the intake process. We do not use website submission data for marketing purposes without your explicit consent.

Our website may use standard analytics tools (such as Google Analytics) to understand how visitors use our site. This data is aggregated and does not identify individuals. You can opt out of analytics tracking through your browser settings.

Sharing Information with Other Providers

Arcadia may share relevant personal health information with members of a client's healthcare team when necessary to provide safe and coordinated care. In many cases this occurs under implied consent within the client's circle of care, as permitted under PHIPA. When information must be shared outside the circle of care, express consent will be obtained, unless disclosure is otherwise authorized or required by law.

Examples of circle of care providers may include the client's family physician, Ontario Health atHome coordinators, physiotherapists, occupational therapists, pharmacists, or specialist physicians involved in the client's treatment.

Retention of Information

We retain personal information for as long as necessary to fulfill the purposes for which it was collected and to comply with legal requirements. When information is no longer required, it is securely destroyed or anonymized.

Your Rights

Under PHIPA and PIPEDA, you have the right to:

• Access the personal information we hold about you or your loved one
• Be informed about how your information is collected, used, and disclosed
• Request corrections to inaccurate or incomplete information
• Withdraw consent for the collection or use of information, subject to legal and contractual limitations
• File a complaint with the Information and Privacy Commissioner of Ontario if you believe your privacy rights have been violated

Children's Privacy

Our services are directed at adults and their families. We do not knowingly collect personal information from children under the age of 16 without parental or guardian consent.

Changes to This Policy

We may update this privacy policy from time to time to reflect changes in our practices or applicable law. The date of the most recent update is noted at the top of this page. We encourage you to review this policy periodically.