CHSINC also collects personal information from and about individuals in a variety of ways, including: when it is provided directly; and when individuals interact with us and use the Sites, Solutions, and/or the Services.We use personal information to provide our products, Services and Solutions, to manage our business relationship, to communicate offers and information, to measure the effectiveness our Services, including marketing and promotions about our Services, and as permitted or required by law.
CHSINC collects certain personal information from our clients and their staff in the course of managing our business relationship. For example, we collect the names and authentication information of our clients’ staff so they have unique log in credentials to use the Solutions in accordance with our License and Services Agreements with clients. For user verification and security purposes, we also collect information like IP address and browser type for use in conjunction with authentication information. We also collect personal information about our clients’ staff when providing them with Services like training or support on our Solutions.
Personal Information You Provide to CHSINC
We collect information that you provide directly to CHSINC, over the telephone, by e-mail, as well as through the use of the Sites and the Solutions. This includes your contact information, account and profile information associated with the Solutions, limited personal health information, appointment information, feedback, ratings, reviews, job application information, social media information, and call centre information. Click on the headings below to learn more about the purposes for collecting this information.
We collect your personal information when you contact CHSINC to directly to inquire about Sites, the Solutions, and/or the Services. For example, when you complete any of the contact or inquiry forms on our Sites, we will collect your name, phone number, e-mail address, city, province, postal code, and any other information that you choose to provide to us. When you send customer support a message on one of our Sites, we collect your name, e-mail address, phone number, and any other information that you choose to provide to us. When you report a problem, or submit questions, concerns or comments regarding the Solutions, we may also collect your name, e-mail address, phone number, and other information that you choose to provide to us.
We use your contact information to contact and correspond with you directly about our relationship, and your use of the Sites, Solutions and/or Services. We may contact you to inform you about our services in different ways including by mail, email, telephone, or other means to which you have agreed. We may use your contact information to provide you with information, quote, or services that you have requested, to respond to customer service requests, and where we have your consent to do so, to send you push notifications on your device through the Solutions.
Where permitted and we have your consent to do so, we may send you information about CHSINC’s services, including general updates and announcements, contests, promotions relating to the care, seminars, workshops and events (see below for information on how to “opt-out” of receiving certain communications from us).
- Account and profile information:CHSINC collects personal information from patients when they register for an account with Medeo, typically after downloading the application, and when patients create or modify their account or user profile. This includes information such as:
- E-mail address
- Phone number
- Username and password
We use your account and profile information to set up provide you with access to the Solutions and/or Services, to create and set up your account and user profile, and to administer your use of the Sites, Solutions and/or Services. We also use your account and profile information to connect you with a healthcare provider or patient, as applicable.
- Feedback, Ratings and Reviews:
We collect the information you include in any feedback you provide to CHSINC through the Sites, Solutions, or when you e-mail or call our customer service. We use feedback, rating and review information to improve the Sites, Solutions, and/or Services, including to administer and resolve technical issues on the Sites or Solutions. We may also use this information to investigate and address your concerns. In addition, we may use this information to suspend or deactivate the user accounts, and to assist in training our employees and service providers.
- Job application information:
- Social media information:
When you visit one of our social media sites (e.g. LinkedIn, Facebook, YouTube, Twitter), we may collect personal information that you choose to submit to us such as your name, contact information, or any other information you choose to provide. We use this information for the purpose of responding to an enquiry you have made to us through social media.
When you call one of our call centres (e.g. to request customer support for one of our Solutions or to request a quote), those telephone calls may be recorded and we may collect personal information that you may provide during those calls, such as your name, telephone number, and e-mail address. We use this information for the purposes of providing you with any information that you request (e.g. a quote) and for providing you with customer support for our Solutions
We collect any other personal information that you submit directly to CHSINC on a voluntary basis. For example, we will collect and use information like name, clinic name, address, phone number, email and products of interest when you enter a contest or promotion.
Information Provided by Your Healthcare Provider to CHSINC
Generally, CHSINC will collect personal information directly from the person to whom the personal information relates. However, given the nature of the Solutions, CHSINC will sometimes receive personal information about you from your healthcare provider.
All users of our Solutions, including healthcare providers and their administrative staff, must have a unique login to access and use EMR Advantage, Medeo and FreedomRx. As a result, CHSINC clients will provide CHSINC with the certain identifying information to enable CHSINC to set up and manage accounts and user profiles for client staff to access and use the Solutions.
- For EMR Advantage, this includes: Name, e-mail, phone number, college registration number, demographic information, and security/PIN information.
- For Medeo, this includes; Name, e-mail, phone number, occupation and specialization, and password.
- For FreedomRx, this includes: name, username and e-mail.
To set up a healthcare provider with EMR Advantage, the healthcare provider may provide CHSINC with a copy of their patient database to be imported into the EMR Advantage solution. This will include all personal information in their patient files which the provider wants to digitize in the solution. When setting up pharmacies with FreedomRX, the pharmacy will provide CHSINC with the names of pharmacists and their email addresses.
CHSINC may also receive personal information about you from a client when a client initiates a request for service or support. To provide this service, we may require access to an electronic file or data set, which may include your personal information.
If you have concerns about personal information that has been provided to CHSINC by your employer or your healthcare provider, you should address that concern directly with your employer/healthcare provider. CHSINC will reasonably assist its clients in answering questions that individual users may have about their accounts.
Information Automatically Collected When Using the Websites, Social Media, or the Solutions
CHSINC uses various technologies which automatically collect certain information. These technologies include cookies and analytics technology. The information we collect includes device, technical and usage information, geolocation information, and video call and messaging information. Review the sections below to learn more about each type of automatic collection of information by CHSINC.
- Device, technical and usage information:
We collect your IP address, web browser type, and operating system when accessing our Sites and Solutions. We also collect information about the sections of the Sites and Solutions that you visit, the date and time of your use of the Sites and Solutions, your in-media time, your actions within the Sites and Solutions, crashes and other system activity on the Sites and Solutions, and certain content that you download from the Sites and Solutions. We use device information to understand traffic and activity on the Sites and the Solutions, to audit use of the Solutions for licensing purposes as well as for license modeling, to enable us to improve the Sites, the Solutions and/or the Services, to understand what drives traffic to our Sites, to understand interest in our Services, and to tailor our marketing. For example, this information helps us understand whether a Solution is compatible with your mobile device. CHSINC also reviews Solution usage information to measure adoption, engagement, and improve the product and services.
To facilitate video visits through Medeo, we use third party service providers, for services such as STUN and TURN to facilitate video calls between healthcare providers and patients who are using Medeo. The third-party service provider may collect personal information about these calls, including the date and time of the call and customer IP addresses to facilitate the video visit. The contents of video streams cannot be viewed by our third-party service providers.
Messaging though Medeo is facilitated by embedded communication APIs, such as Twilio for SMS and SendGrid for email. Messaging through HealthMail is all conducted through our Solutions directly.
We want to learn more about how our customers and prospects interact with our Sites and Services so we can improve existing products and services, develop new products, services, programs, promotions, contests or events, and better understand how to communicate with you. Personal health information is not shared for web analytics or marketing purposes.
If you have provided your contact information on one of the sign-up forms on our Sites, or have been added to our Salesforce database, analytics services like Pardot will connect your activity on our Sites with your account in our Salesforce database. Visitors to the Sites will receive a message that asks them to opt in on their first visit. The message doesn’t appear again unless you clear your cookies. You may opt out of tracking, in which case Pardot treats the session as if cookies are disabled. You may opt-out at any time by clearing your cookies, which will cause the opt-in message to reappear when you visit the Site, allowing you to opt-out. Visitors who do not opt-in are treated as if they have opted out. In the event you opt-in, Pardot will set cookies on your browser which will remember preferences (like form field values), maintain the session and remember table filters when you return to the Site. Pardot will also provide us with reports about the types of activities in which you engage on our Site, so we can better understand your use and interest in our Site and Services, and provide you with information we think may be of interest or assistance to you.
Business and Legal Uses of Personal Information by CHSINC
In addition to the purposes listed above, in general, CHSINC may also use the personal information we collect about you to:
- conduct data analysis, testing, and monitor and analyze usage and activity trends;
- ensure compliance with and identify violations of the applicable Terms of Service;
- enforce our rights arising from any contracts between you and us;
- enforce billing and collections;
- identify and prevent fraudulent activity and to protect security of the Sites and Solutions;
- meet legal and regulatory requirements; and
- facilitate such other services and activities, as we may identify to you at the time.
CHSINC will only use your personal information for the purpose for which it was originally collected, or for a use consistent with that purpose, unless you expressly consent or it is permitted or required by law.