Privacy policy
Our promise to you
Whether you are a registered patient or someone who follows us online or reads our newsletter, your personal data is of the utmost importance to DermNurse Medical Aesthetics. We use your data to provide excellent service and relevant and helpful communications. We value the trust you place in us and will never misuse your data or abuse it.
As a registered provider of healthcare services, we take great care when handling your sensitive data. We understand the importance of protecting your right to privacy, and as a partially digitalized business, we have taken great care to ensure we keep your personal data safe and secure.
Our reputation depends on the integrity of our service to you; therefore, we remain committed to the ongoing review of our data storage and processing to give you peace of mind. We will remain open and honest, and comply with the transparency obligations of your right to be informed.
What information we hold about you
We currently collect and process personal information about you, including your name, age, and contact details. We also collect health information, which needs more protection because it is sensitive. Specifically, this includes:
- your medical history, medications and allergies
- your skin concerns and treatment records, including clinical photos
- if you join our hormone program, symptoms such as those of menopause, mood and sexual health
We use this information to help us assess your individual needs and provide the right treatment, products, and services.
We occasionally treat clients under 18, with the consent of a parent or legal guardian.
How we get the information and why we have it
Most of the personal, sensitive, and medical information we process is provided to us directly by you. You are responsible for the accuracy of the information that you provide to us.
- You have bought a product or registered for clinic services online.
When you buy from our online store or register for clinician services, you will provide personal information such as your name, contact details, gender and date of birth. - You have completed one of our online contact forms or surveys.
You may choose to contact us via an online contact form or provide feedback via a customer satisfaction survey. You will be asked to provide your name and contact details so we can respond to you appropriately. - You have sent us an email or a letter.
If you write to us by email or letter your details may be recorded as a contact so that we can fulfil the purpose of your enquiry. Your details will be stored and processed safely and securely and you will not be opted in to marketing communications unless you express your wish to do so. - You have contacted us by telephone.
If you contact us by telephone your details may be recorded as a contact so that we can fulfil the purpose of your enquiry. Your details will be stored and processed safely and securely and you will not be opted in to marketing communications unless you express your wish to do so. - You have completed our online skincare questionnaire.
DermVault’s DermIQ Questionnaire helps us understand your skin concerns, sensitivities, relevant medical history, current routine and goals. You can also choose to add photos of your skin. Your answers inform your DermIQ Score and help guide personalised product recommendations, making it easier to explore options suited to your skin and build a routine around your needs. The questionnaire runs on the DermVault Inc. Clinical Intelligence platform, which keeps your answers and any photos you add for us. DermIQ is a guide to skincare choices, not a medical diagnosis. - You have registered as a patient with DermNurse.
When you register as a patient of DermNurse you will need to provide an Alberta Health number and up-to-date photographic ID for identification purposes during consultations. - You have shared this information during an appointment.
During an initial consultation or routine appointment, you may disclose personal and sensitive information to your clinician. This information is treated in the strictest confidence and stored and processed in line with Alberta legislation. - You have attended one of our events.
If you attend an in-person or virtual event with DermNurse, you may have opted in to sharing your personal and contact information with us. You may receive a follow-up communication from us but will be able to opt out of any communications easily. - You have opted into marketing and have posted publicly on social media.
We may collect anonymous information from customers from social media to help us continue to better understand your needs and concerns. We may share anonymous data, for example, demographic information, with platforms such as Facebook for the purposes of serving you relevant content through paid advertising. - You have used our third-party prescription service, from Fullscript, Script Pharmacy or Kenron Pharmacy.
We partner with Fullscript to process payment for and fulfil your prescription and repeat prescription ordering. Once you have ordered a prescription online, we process your information safely and securely. The data we provide to Fullscript is your email contact details and the data we receive is the current status of your order. - You have used a third-party blood testing service, Tap Lab or Alberta Health Services Dyna Lab. We have also partnered with DUTCH (Dried Urine Test for Comprehensive Hormones) for urine testing.
We refer interested patients to Tap Lab to provide private blood testing services. Once you have ordered a blood test, we process your personal information and blood test results safely and securely in accordance with Alberta legislation. The data we provide to lab services is your telephone and email contact details. The data we receive is the status of your requisition and your test results and analysis.
Information and accuracy
For us to provide the level of service and care that you need it is really important that the information you provide at any point during your engagement with DermNurse is accurate and up to date. If there are any changes to your contact details or personal information or if information relating to your health changes, please let us know. You can do so by calling us at (403) 475-9296.
You are responsible for the accuracy of the information you provide to us and we will not be responsible for any losses arising from any inaccurate, incomplete, inauthentic, or deficient data that you provide to us.
If you fail to provide personal data
Where we need to collect personal data by law, or under the terms of a contract we have with you, and you fail to provide that data when requested, we may not be able to perform the contract we have or are trying to enter into with you (for example, to provide you with goods or services). In this case, we may have to cancel a product or service you have with us but we will notify you if this is the case at the time.
Building a profile about you
We also collect, use and share Aggregated Data such as statistical or demographic data for any purpose. Aggregated Data could be derived from your personal data but is not considered personal data in law as this data will not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy policy.
Cookies and website analytics
We use Google Analytics to understand how visitors use this website, such as which pages are visited and how long people stay, so that we can keep improving it. It is loaded through Google Tag Manager, and only if you choose Accept in the cookie banner. It then stores a cookie in your browser holding a random identifier, and Google receives your browser’s IP address.
Your choice is kept in this browser for up to 13 months. You can change it at any time with “Cookie settings” at the foot of every page; choosing Decline removes the analytics cookies.
Pages that show a map load it from Google Maps, which receives your browser’s IP address when the map loads.
Our website chat is loaded from HighLevel, which receives your browser’s IP address. It keeps a session identifier in your browser, with a note of how you reached our website (for example the site that linked to us, or an ad campaign) and the first page you visited. The chat window also loads its font from Bunny Fonts (fonts.bunny.net), which receives your browser’s IP address too.
Cookies are small files a website stores in your browser. You can block or delete them in your browser’s settings, and this website still works without them.
Our legal grounds for using your information
We collect, use and disclose personal information under Alberta’s Personal Information Protection Act (PIPA) and, where it applies to your health information, Alberta’s Health Information Act (HIA).
We collect and use your information to provide your care and the services you ask for, with your consent, and where the law requires it. You can withdraw your consent at any time by contacting us at privacy@dermnurse.ca; if that means we can no longer provide a product or service, we will tell you at the time.
Change of purpose
We will only use your personal data for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If you wish to get an explanation as to how the processing for the new purpose is compatible with the original purpose, please contact us.
If we need to use your personal data for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.
Please note that we may process your personal data without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.
What we do with the information we have
We use the information that you have given us in order to:
- Add you to our contacts database to ensure you receive relevant communications from our clinic
- Reply to enquiries you send us by phone, by email, through our website’s contact form or in its chat
- Create an accurate patient record
- Better assess your needs, lifestyle, and symptoms to provide appropriate and necessary care
- Process your online appointment booking
- Process online prescription ordering and fulfilment
- Process blood requisitions using our third-party service, TapLab, as requested
- Create, edit and maintain your patient records in our digital platform, Jane EMR
Where necessary, we may also use and disclose your personal data as part of regulatory requirements to audit consultations, your data, and other interactions with our service. This enables DermNurse to comply with the regulatory and compliance standards to which we are bound.
Strict confidentiality and data security provisions will apply at all times to any such audit and data use. We may share this information with:
- Jane EMR, our patient management software
- Tap Lab or Dyna Labs, our blood test service partners
- Script Pharmacy or Kenron Pharmacy, our prescription ordering and fulfilment partners
- Specific health authorities, Alberta Health, legal authorities, and ambulance services
There are times where you may be required to provide DermNurse with specific permission to use and access your data. At these times, DermNurse will provide you with all the details required in order for you to make your decision.
Updating your personal information
If you would like to change the information we hold about you, or want your information removed from our database, please contact us by advising that you wish to make a change by emailing privacy@dermnurse.ca. You can use the “unsubscribe” option which will be included in our marketing email communications to opt-out of our marketing emails.
Your rights
Access
You can ask to see the personal information we hold about you, and to be told how it is being used and who it has been shared with.
Correction
If information we hold about you is wrong or incomplete, you can ask us to correct it. If we do not make a correction you ask for, we will note your request on your file.
Withdrawing consent
You can withdraw your consent at any time, for example to marketing messages, by using the unsubscribe option in a message or by contacting us. If withdrawing it means we can no longer provide a service, we will tell you at the time.
Asking us to delete your information
You can ask us to delete information we hold about you. We will, unless the law or the standards of our professional college require us to keep it: see “How we store your information” below.
How to make a request
Our privacy officer is Michelle Shewchuk, NP. You can reach her at privacy@dermnurse.ca, which is checked on weekdays, at (403) 475-9296, or by mail. We may ask you to confirm who you are before we act on a request, and we will respond within the time the law allows.
How we store your information
Your health records are kept in Jane EMR, our electronic patient records system, which stores Canadian clinics’ records in Canada. Your skincare questionnaire answers, which can include medical history, and any photos you add are kept on the DermVault Inc. Clinical Intelligence platform, which stores them in Canada. Other information, such as website enquiries, chat messages and online orders, is kept by the providers listed under “Third parties”. Some of them, such as HighLevel, Google and Cloudflare, may store information outside Canada, for example in the United States.
Our Privacy Impact Assessment is complete, and is specific to Alberta.
By law, we have to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for the period tax law requires after they cease being customers. In some circumstances you can ask us to delete your data: see “Your rights” above. In some circumstances, we will anonymise your personal data (so that it can no longer be associated with you) for research or statistical purposes, in which case we may use this information indefinitely without further notice to you.
We keep your medical records for the periods required by Alberta law and the standards of our professional college, and we dispose of them securely at the end of that time.
Financial information
We do not take payment on this website. Payments in the clinic are processed through our third-party processor, Clover, orders from our online store through Shopify, and gift cards bought online through Ackroo; you can refer to their websites to see how they store payment information and transaction details.
Third parties
We use the following third-party providers who will each have their own privacy policy to which your personal information will be subject. We use these services to fulfil our requirements to you as DermNurse patients:
- Bright Squid, secure email communication as needed
- Netcare, accessing personal health records as necessary
- Jane EMR, charting, online booking and membership information
- HighLevel, our client communications platform: website enquiries, website chat, and SMS and email messages
- Ackroo, our Rewards and gift card program, which keeps members’ contact information, such as name and email, and handles gift cards bought or registered online, including the buyer’s and recipient’s names and email addresses
- DermVault Inc., the Clinical Intelligence platform that runs our DermIQ skincare questionnaire and keeps your answers and any photos you add
- Gmail, regular email communication
- Cloudflare, which hosts this website and receives your browser’s IP address when you visit
- Shopify, our online skincare store
- Beautifi, patient financing. Financing applications are made directly with Beautifi.
The chat on our website runs through HighLevel. An automated assistant (AI) answers first, and our staff follow up. Please do not share health details in the chat that you would not want to send in a message.
We use Google products to measure how our website is used and to show maps: Google, privacy.google.com/businesses/compliance.
Data security
We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used, or accessed in an unauthorised way, altered, or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors, and other third parties who have a business need to know. They will only process your personal data on our instructions, and they are subject to a duty of confidentiality. We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.
Website partners
Our website also links to services run by others, such as Jane for booking, our Shopify store, Ackroo for gift cards and Beautifi for financing, and their own privacy policies apply when you use them. Please note that we are not responsible for the privacy practices of other websites. This Privacy Policy applies solely to information collected by the DermNurse website and all other methods as identified above.
Marketing communications
We strive to provide you with choices regarding certain personal data uses, particularly around marketing and advertising.
No mobile or email information will be shared with third parties/affiliates for marketing/promotional purposes. Information sharing to subcontractors in support services, such as customer service is permitted. All other use case categories exclude text messaging originator opt-in data and consent; this information will not be shared with any third parties.
Promotional offers from us
We may use your Identity, Contact, Technical, Usage, and Profile Data to form a view on what we think you may want or need, or what may be of interest to you. This is how we decide which products, services, and offers may be relevant for you (we call this marketing).
You will receive marketing communications from us if you have asked for them (for example by ticking the box on our enquiry form or signing up for our newsletter) or have purchased goods or services from us, and you have not opted out of receiving that marketing.
Opting out
You can ask us to stop sending you marketing messages at any time by following the opt-out instructions on any marketing message sent to you OR by contacting us directly at any time. Opting out of receiving marketing messages will stop the messages from being sent. We may still need to contact you via phone or email as a result of a product/service purchase, warranty registration, product/service experience or other transactions.
Changes to this policy
We may update this policy when our services, the tools we use or the law change. The date at the top of this page shows when it last changed.
Voice your concerns
Please contact us at privacy@dermnurse.ca if you wish to voice your concerns about our marketing messages, services, or this privacy policy and our terms of use.
If we cannot resolve a privacy concern with you, you can contact the Office of the Information and Privacy Commissioner of Alberta at oipc.ab.ca.
DermNurse Corp., operating as DermNurse Medical Aesthetics, Suite 110, 358 58th Ave SW, Calgary, AB T2H 2M5. Phone (403) 475-9296.