1. How to know it's us

• Our website is calgarycare.net (or calgarycare.ca). Check for the lock and the exact address before you log in.
• Our emails come only from addresses ending in @calgarycare.ca.
• We call and text from 587-887-1710.
• Every application gets a reference number (CCS-, CCC- or PTN-). We will quote it when we contact you.

2. What we never ask for

• Your portal password or the 6-digit log-in code
• Payment by gift card, cryptocurrency or wire transfer
• Your Social Insurance Number
• Remote access to your computer or phone

3. Spotting a fake message

• It pressures you to act fast, for example "your account will be closed today".
• The sender's address or link is slightly different, like calgary-care-login.com.
• It asks you to log in from a link. Type calgarycare.net yourself or use a bookmark instead.
• Spelling mistakes, odd greetings, or attachments you didn't expect.

4. If something looks wrong

• Don't click links or reply. Call us at 587-887-1710 to check.
• If you entered your password on a fake page, change it right away and call us so we can lock your account.
• Report scams to the Canadian Anti-Fraud Centre at antifraudcentre-centreantifraude.ca or 1-888-495-8501.

1. Who we are

Calgary Care Medical Clinic (“Calgary Care”, “we”, “us”) provides home health care and family care services in Calgary and surrounding areas, Alberta. Our team of doctors, Registered Nurses (RNs), Licensed Practical Nurses (LPNs), certified phlebotomists and nannies cares for seniors living at home, people in independent living who need help, and babies, children and children with special needs.

This policy explains how we collect, use, share and protect personal and health information through our website (calgarycare.net and calgarycare.ca), our patient and family portal, our staff portal and our services. It applies to clients, family members and substitute decision-makers, parents and guardians, job applicants and staff, and website visitors.

2. Laws we follow

We handle personal information under the privacy laws of Alberta and Canada, including:

• Alberta’s Health Information Act (HIA), for health information collected while we provide health services. Under the HIA, our physicians and Registered Nurses are custodians of health information, and our LPNs, phlebotomists and other staff handle health information as their affiliates.
• Alberta’s Personal Information Protection Act (PIPA), for personal information we collect for our own business, such as booking, billing, customer service, hiring, and nanny and childcare services that are not health services.
• Canada’s Personal Information Protection and Electronic Documents Act (PIPEDA), where it applies.

Where these laws differ, we follow the one that applies to that information.

3. Information we collect

When you contact us or book a care consult

• Your name, email address and phone number, and the name of the person who needs care if that is someone else
• The service you are interested in (senior home care, independent living support, nanny services or blood work at home), and any care package you ask about
• The visit address and access notes, such as a unit number, buzzer code, parking or pets
• The message you write to us

When we assess and care for a client

• Identification to confirm who the client is, such as name, date of birth and Alberta Personal Health Number
• Health history, diagnoses, medications, allergies and mobility needs, gathered at the RN home assessment
• The written care plan, visit notes, vital signs, wound and medication records, and doctor reviews
• Laboratory requisitions, specimen labels, collection times and chain-of-custody records for blood work, and the results the laboratory returns to the ordering provider
• Names and contact details of family members, substitute decision-makers and the client’s own doctor

For nanny and childcare services

• The child’s name, age and daily routine, and the names and contact details of parents or guardians and emergency contacts
• For children with special needs or medical needs: the information our RN needs to write the care routine, such as feeding plans, medications, therapy exercises and how to respond to known conditions
• Shift notes the nanny records for the parents, such as feeds, medications given, mood and sleep

When you use our portals

• Patient and family portal: your login email, the client you are connected to, the messages you send and receive, and a record of when you sign in
• Staff portal: staff ID, role, schedule, visit notes and an activity log of the records each staff member opens or changes

When you pay

Payments are handled by our payment processor. We never receive or store your full card number. We see the amount paid, the date, and the last four digits and card type.

From clinics and partners

When a clinic, pharmacy, residence or hospital applies to partner with us, we collect the organization’s name, type, address, website and number of locations, the contact person’s name, role, email and phone, and the services it needs. The partnership form is for organization details only; please don’t include patient information.

From job applicants and staff

Résumés, licence and certification numbers (such as CRNA or CLHA registration and phlebotomy certification), references, and police and vulnerable sector checks for roles that need them.

Automatically, when you use our website

• Standard server logs: IP address, browser type, pages requested and the time. We use these for security and to fix problems.
• Small items stored in your own browser (see section 9). We do not use advertising trackers, analytics cookies or tracking pixels.

Please don’t send detailed health history or test results through our website form or by email. Our RN will gather what we need at the home assessment.

4. How we use your information

• To assess needs, write and review care plans, and schedule and perform RN, LPN, phlebotomy, doctor and nanny visits
• To identify clients correctly, give medications and treatments safely, and label specimens accurately
• To deliver specimens to the laboratory named on the requisition, and to share results and care updates with the client’s doctor
• To keep family members, substitute decision-makers and parents informed, with the client’s consent or as the law allows
• To train nannies on each child’s routine and supervise their work
• To bill for care packages and visits, issue receipts and handle refunds
• To run the patient and family portal and the staff portal, and to keep them secure
• To set up and manage partnerships with clinics, pharmacies, residences and hospitals, and to receive their referrals
• To hire, screen, schedule and manage staff
• To meet our legal, regulatory, insurance and quality-assurance duties, including incident reporting and audits

We do not use health information for marketing. If we ever want to use your information for a new purpose, we will ask you first unless the law permits or requires it.

5. Who we share it with

We share personal information only as needed for the purposes above:

• The client’s own doctor and other health providers involved in their care, such as a pharmacist, home care program or hospital discharge team.
• Laboratories: specimens and requisition details go to Alberta Precision Laboratories (APL) or the accredited laboratory named on the requisition.
• Family members and representatives: people the client names, a substitute decision-maker or agent under a personal directive, or a parent or guardian of a child in our care. Each person sees only what the client or the law allows.
• Service providers who help us run our business under contracts that require them to protect your information. See section 6.
• When required by law, for example to report suspected abuse or neglect of a child or an adult in care, under a court order, to a regulator or health authority, or to prevent serious harm.

We never sell, rent or trade personal information.

6. Service providers and storage outside Canada

We use service providers for hosting, email, scheduling, our portals and payments. Some may store or process information outside Canada, mainly in the United States, where it may be accessible to authorities under the laws of that country. Where we can, we choose providers that store health information in Canada.

You can ask us for the names of our service providers, and whether they store information outside Canada, by contacting our Privacy Officer (section 13).

7. How we protect your information

• Our website uses encrypted connections (HTTPS).
• The patient and family portal and the staff portal require a password plus a one-time code by email, text message or authenticator app. Patients and family members see only the client they are connected to. Staff see only the clients they care for, and every record they open or change is logged.
• Requisitions and specimens stay with our phlebotomist or nurse until delivered to the laboratory, with chain-of-custody records.
• Paper records kept in a client’s home, such as a medication sheet or nanny routine, contain only what is needed there. Other paper records are stored securely and shredded when no longer needed.
• Our staff are trained in privacy and confidentiality, sign confidentiality agreements, and lose system access as soon as they leave.

No system is perfectly secure. If a privacy breach creates a risk of harm, we will notify you, the Office of the Information and Privacy Commissioner of Alberta and, where required, the Minister of Health, as the law requires.

8. How long we keep it

• Health and care records, including care plans, visit notes and collection records: as long as required by law, our professional colleges and our insurers, which is typically at least 10 years after the last visit. For a child, we keep records for at least 10 years after the last visit or 2 years after they turn 18, whichever is longer.
• Nanny shift notes that are not health records: for the length of service plus 2 years.
• Billing and payment records: as required for tax and accounting purposes, typically 7 years.
• Job applications: 1 year if you are not hired. Staff records: for the length of employment plus 7 years.
• Website logs and portal sign-in records: generally no more than 12 months, unless needed to investigate a security issue.

When we no longer need information, we securely destroy it or remove anything that identifies you.

9. Cookies and browser storage

Our public website does not use advertising or analytics cookies. It may store a few small items in your own browser, such as your light or dark display choice. The patient and family portal and the staff portal use one sign-in cookie that is deleted when you sign out or close your browser.

10. Your choices and rights

• Access and correction: you can ask to see the personal and health information we hold about you and ask us to correct it. We will respond within the time the law requires, usually 30 days, and may ask you to confirm your identity.
• Family access: a client can choose which family members may use the portal and what they can see, and change that at any time.
• Withdrawing consent: you can withdraw consent to some uses, such as text reminders or sharing updates with a family member, at any time. Withdrawing may limit the care we can give; for example, we cannot give medications without a care plan.
• Messages: we send only service messages about care, visits and billing. Reply STOP to any text message to stop texts.

11. Children and people who need help

A parent or legal guardian makes privacy decisions for a child in our care, unless the child is mature enough to make their own health decisions. For an adult who cannot make their own decisions, an agent under a personal directive, a guardian or another legal representative acts for them. Our website is not directed to children.

12. Changes to this policy

We may update this policy as our services or the law change. The date at the top shows the latest version. For significant changes, we will post a notice on our website and in the patient and family portal.

13. Contact our Privacy Officer

Privacy Officer, Calgary Care Medical Clinic
Calgary, Alberta, Canada
Email: info@calgarycare.ca
Phone: 587-887-1710

We’re always glad to hear from you and will work with you to resolve any privacy question. You also have the right to contact the Office of the Information and Privacy Commissioner of Alberta at oipc.ab.ca or 1-888-878-4044 for independent advice.

1. About these terms

These Terms and Conditions (“Terms”) apply when you use our website or portals, book a service, or receive services from Calgary Care Medical Clinic (“Calgary Care”, “we”, “us”). By booking or using our website, you agree to these Terms and to our Privacy Policy. If you book for someone else, such as a parent or a child, you confirm that you are authorized to do so and that they, or their legal representative, agree to these Terms.

Clients on a care package also sign a written service agreement and care plan. If that agreement conflicts with these Terms, the agreement applies.

2. Our services

Calgary Care provides home health care and family care in Calgary, Airdrie, Cochrane, Okotoks, Chestermere and nearby areas:

• Senior home care packages: scheduled RN visits, LPN visits, blood work by a certified phlebotomist and doctor reviews of the care plan, for seniors living in their own homes
• Independent living support: single nurse check-ins, medication reviews, wound and injection care, and blood work at home
• Personal care: help with bathing, dressing, toileting, meals, housekeeping, errands, companionship and transfers by Health Care Aides, hourly, daily or round the clock, following an RN care plan
• Nanny services: care for newborns, babies, children and children with special needs, with a care routine written by an RN where the child has medical or developmental needs

• Each professional works within their own scope of practice and the standards of their college, such as the College of Physicians & Surgeons of Alberta, the College of Registered Nurses of Alberta and the College of Licensed Practical Nurses and Health Care Aides of Alberta.
• Health Care Aides and nannies are not nurses. They follow the written routine and the parents’ instructions, and do not perform tasks that need a nursing licence.
• We are an independent business. We are not part of Alberta Health Services, and our fees are not covered by Alberta Health Care. Laboratory tests ordered by a doctor are usually still covered.

3. Consults, care plans and booking

• A request sent through our website is not confirmed until we confirm it by phone, text or email.
• Before regular care begins, an RN completes a home assessment and writes a care plan. We recommend a care package based on that plan, and confirm the visits and fees in writing before care starts.
• Visit times are in Mountain Time and are arrival windows. Traffic and earlier visits can cause short delays, and we will tell you if we are running late.
• You must give accurate contact and health information, and a safe and accessible visit address. Tell us about parking, buzzer codes, pets, smoking and mobility needs.
• We may decline or end service outside our service area, where a home is unsafe for our staff, or where a client’s needs are beyond what we can safely provide at home. If that happens, we will help you find other care.

4. Care packages

• A care package is a set number of visits each month. Unused visits do not carry over to the next month and have no cash value.
• Extra visits can be added at any time and are charged at the single-visit rate.
• Your RN may recommend moving to a different package when needs change. We will not change your package or fees without your written agreement.
• You can change your package from the next month, or end it, with 30 days’ notice. We will give you at least 30 days’ notice before we change package fees.

5. Nanny and childcare services

• A parent or guardian must complete an intake with us before the first shift and tell us about every allergy, medication, medical condition and behaviour plan.
• Nannies give medication or medical care only as written in the RN care routine, with the parent’s written consent.
• Parents must keep emergency contacts up to date and be reachable during each shift. If no one is available at the end of a shift, the nanny will stay with the child and late fees may apply.
• Our nannies are screened, including a police and vulnerable sector check, and hold current first-aid and CPR certification.
• Our staff must report suspected abuse or neglect of a child as Alberta law requires.

6. Fees and payment

• Fees are quoted in writing before care starts, in Canadian dollars, plus applicable taxes.
• Care packages are billed monthly in advance. Single visits and nanny shifts are billed after the visit or as agreed.
• Invoices are due within 15 days. If an account is more than 30 days overdue, we may pause non-urgent visits after giving you notice.
• Laboratory tests ordered by your doctor are usually covered by Alberta Health Care. Private tests and any lab fees not covered are charged as quoted.
• Some services may be eligible for private insurance, Veterans Affairs or employer benefits. We can give you receipts, but you are responsible for checking your coverage.

7. Changes, cancellations and refunds

• You can change or cancel a visit or nanny shift free of charge up to 24 hours before it starts, by calling 587-887-1710 or through the portal.
• For cancellations with less than 24 hours’ notice, or if no one is at the address (a no-show), we may charge the visit or the first 4 hours of a shift, because a staff member was scheduled for you.
• Visits missed because a client is admitted to hospital are not charged.
• If we cancel a visit, we will reschedule at no charge or refund that visit.
• Approved refunds go back to the original payment method, usually within 5 to 10 business days.

8. Specimens and results

• Specimens become the responsibility of the receiving laboratory once delivered. Turnaround times are set by the laboratory.
• Results go to the ordering doctor. Our doctors review results for clients on a care package, and your RN will tell you when follow-up is needed.
• If a laboratory rejects a specimen, or a draw is not successful, we will recollect for free when the cause was within our control.

9. Health and safety

• Tell us right away about any change in health, a new medication, a fall or a hospital visit.
• Blood collection and injections can cause bruising, soreness, light-headedness or, rarely, fainting or infection. Follow your nurse’s aftercare advice, and seek medical care if symptoms are severe.
• Please keep pets secured during visits and do not smoke while our staff are in the home.
• Our staff may decline or stop a visit if they feel unsafe or are treated abusively. Abuse or harassment of our staff may end our services.

10. Patient, family and staff portals

• Portal accounts are personal. Do not share your password or one-time codes. Tell us right away if you think someone else has used your account.
• The patient and family portal shows information only for the client you are connected to, as the client or their representative allows. It is not monitored around the clock: do not use portal messages for urgent or emergency concerns. Call us, or 911 in an emergency.
• The staff portal is for authorized Calgary Care staff only. Staff may open only the records of clients they care for. Every access is logged and audited, and misuse is grounds for discipline and reporting to the staff member’s college.
• We may suspend an account to protect a client’s privacy or the security of our systems.

11. Using our website

• Use our website only for lawful purposes. Do not send spam or false requests, try to break or overload our systems, or collect information from it with automated tools.
• Website content is general information, not medical advice. Services, hours and fees may change without notice.
• Our name, logo, text, photos and design belong to Calgary Care Medical Clinic or are used with permission, and may not be copied without written consent.

12. Limitation of liability

To the extent permitted by law:

• Calgary Care is not liable for laboratory analysis, result delays, or care provided by other health providers.
• Calgary Care is not liable for indirect, incidental or consequential losses.
• Our total liability for any claim about a service is limited to the amount you paid for that service in the month the claim arose.

Nothing in these Terms limits liability for negligence causing personal injury, or any right you have under Alberta consumer protection law that cannot be waived.

13. Governing law

These Terms are governed by the laws of Alberta and the federal laws of Canada that apply there. Any dispute will be heard in the courts of Alberta. Before going to court, please contact us so we can try to resolve your concern.

14. Changes to these terms

We may update these Terms from time to time. The version on our website when you book applies to that booking. For care packages, we will give you 30 days’ notice of changes that affect you.

15. Contact us

Calgary Care Medical Clinic
Calgary, Alberta, Canada
Email: info@calgarycare.ca
Phone: 587-887-1710