Accepting New Patients & Walk-In Visits

Providing Family Medicine and Pediatric Care

Privacy Policy & Patient Communications

Effective Date: September 6, 2026

1. Our Commitment to Your Privacy

infiniti Medical is committed to protecting the privacy, confidentiality, and security of your personal and health information.

As a healthcare provider in Alberta, infiniti Medical handles health information in accordance with Alberta’s Health Information Act (HIA) and other applicable privacy and professional requirements.

This Privacy Policy explains in plain language:

  • What information we collect;

  • Why we collect and use it;

  • How we protect it;

  • How we communicate with patients;

  • How our website, online booking, text-message reminders, AI-assisted chatbot, and Live Status features work; and

  • Your privacy rights.

We aim to collect and use only the information reasonably necessary to provide healthcare, operate the clinic, communicate with patients, and meet our legal and professional responsibilities.

2. Information We Collect

When you register with infiniti Medical, receive healthcare services, contact the clinic, book an appointment, or interact with our website and communication tools, we may collect information such as:

Identifying and Contact Information

  • Name;

  • Date of birth;

  • Address;

  • Telephone number;

  • Email address;

  • Emergency contact information; and

  • Other information necessary to identify or communicate with you.

Health Coverage Information

Where applicable, we may collect:

  • Provincial health coverage information; and

  • Other information required for billing or eligibility purposes.

Health Information

Information required for your healthcare may include:

  • Medical history;

  • Current and previous health concerns;

  • Allergies;

  • Medications;

  • Diagnoses;

  • Treatment information;

  • Test or investigation results;

  • Referrals;

  • Clinical notes; and

  • Information relating to the healthcare provided to you.

We may also maintain records of:

  • Your communication preferences;

  • Your consent to receive email or SMS/text communications;

  • Appointment requests;

  • Online booking activity;

  • Communications submitted through clinic-approved digital tools; and

  • Changes or withdrawals of communication consent.

We collect only the information reasonably necessary for the purpose for which it is being collected.

3. Why We Collect, Use, and Disclose Information

We may collect, use, and disclose your information as permitted or required under applicable law for purposes including:

  • Providing healthcare services;

  • Identifying and registering patients;

  • Coordinating your healthcare;

  • Managing appointments;

  • Processing referrals;

  • Communicating with you;

  • Sending appointment confirmations and reminders;

  • Managing billing and provincial health claims;

  • Maintaining your medical record;

  • Improving clinic operations;

  • Meeting professional, regulatory, legal, and record-retention obligations;

  • Protecting patient and staff safety; and

  • Responding to lawful requests or requirements.

Where consent is required, we will obtain consent in accordance with applicable law.

Certain health information may also be collected, used, or disclosed without express consent where authorized or required by Alberta law.

4. Where Your Information Is Stored

Your official medical record is maintained in:

[INSERT EMR / MEDICAL RECORD SYSTEM NAME]

Information collected or processed through certain website, booking, communication, reminder, or clinic-management tools may be handled through Tonvux, our clinic-management and patient-communication platform.

Where Tonvux is used, information is hosted using infrastructure selected for Canadian healthcare and privacy requirements, including Canadian-hosted services where applicable.

Access to clinic systems is limited to authorized users and protected through appropriate administrative, technical, and security safeguards.

The clinic may also use approved third-party service providers that support healthcare operations, communications, website services, appointment management, artificial intelligence functions, hosting, security, or related technology.

5. How We Communicate With You

infiniti Medical may use different communication methods depending on the purpose of the communication and the sensitivity of the information involved.

We take reasonable steps to avoid sending sensitive medical information through ordinary communication channels that may not be fully secure.

Communication methods may include:

  • Telephone;

  • Voicemail;

  • Email;

  • SMS/text messaging;

  • Online booking;

  • Website forms;

  • AI-assisted website chat;

  • Secure clinic systems; and

  • In-person communication.

Not every communication feature described in this policy is necessarily enabled at all times.

6. Email Communications

infiniti Medical may use email for administrative and general communication.

Examples may include:

  • Appointment-related communication;

  • Clinic announcements;

  • General administrative information;

  • Requests to contact the clinic;

  • Non-sensitive follow-up communication; and

  • Other general clinic notices.

Ordinary email is not considered an appropriate method for communicating detailed or sensitive medical information.

Please do not send detailed medical histories, diagnoses, medication information, health card numbers, test results, or other sensitive medical information through ordinary email unless the clinic has specifically instructed you to do so through an approved secure process.

7. SMS and Text Message Reminders

With your consent, infiniti Medical may send SMS or text-message communications to the mobile telephone number you provide.

Text messages may be used for administrative purposes such as:

  • Appointment confirmations;

  • Appointment reminders;

  • Appointment changes;

  • Appointment cancellation notices;

  • Requests to contact the clinic;

  • General clinic notifications;

  • Follow-up administrative messages; and

  • Other non-clinical communications.

We minimize the amount of personal or medical information included in ordinary text messages.

Detailed diagnoses, medical histories, test results, treatment information, and other sensitive clinical information are not normally sent through ordinary SMS.

Risks of Text Messaging

SMS/text messaging is not fully secure.

Messages may potentially be seen by:

  • Anyone who has access to your phone;

  • Individuals with access to your mobile account;

  • Anyone who can see notifications displayed on your device; or

  • Other individuals if your telephone number has changed or has been entered incorrectly.

By consenting to SMS communication, you acknowledge these risks.

You are responsible for notifying the clinic if your mobile telephone number changes.

Opting Out

You may withdraw your consent to receive SMS/text communications at any time by:

  • Contacting the clinic;

  • Asking clinic staff to update your communication preference; or

  • Following an available opt-out instruction contained in a message.

Choosing not to receive text reminders will not affect your ability to receive healthcare from infiniti Medical.

8. Online Booking and Appointment Requests

infiniti Medical may provide an online booking or appointment-request system through its website or connected clinic-management platform.

To process your booking or request, we may collect limited information such as:

  • Your name;

  • Telephone number;

  • Email address;

  • Preferred appointment date or time;

  • Appointment type;

  • Preferred provider, where applicable; and

  • Other basic administrative information required to process your request.

The online booking system is intended primarily for appointment administration.

Please avoid entering detailed medical histories, diagnoses, health card numbers, medication lists, laboratory results, or other highly sensitive health information into general booking fields or free-text areas unless the system specifically identifies that the information can be submitted securely.

Appointment Confirmation

Submitting an online appointment request does not necessarily guarantee that an appointment has been booked.

An appointment may require confirmation by the clinic.

Emergencies

Online booking is not intended for urgent or emergency medical concerns.

If you are experiencing a medical emergency, call 911 or go to the nearest emergency department.

9. AI-Assisted Website Chatbot

Our website may provide an AI-assisted chatbot designed to help patients and visitors with general clinic information.

The chatbot may assist with matters such as:

  • Clinic hours;

  • Location information;

  • General services offered;

  • Appointment information;

  • Administrative questions;

  • Website navigation;

  • General clinic procedures; and

  • Directing users to appropriate clinic resources.

The Chatbot Is Not a Healthcare Provider

The AI-assisted chatbot:

  • Is not a doctor, nurse, pharmacist, or other healthcare professional;

  • Does not diagnose medical conditions;

  • Does not provide medical advice;

  • Does not replace an examination by a healthcare provider;

  • Does not provide emergency care; and

  • Should not be relied upon for decisions about diagnosis, medication, treatment, or urgent healthcare.

Information provided by the chatbot is intended for general informational and administrative purposes only.

Information You Should Not Enter

Please do not enter sensitive medical information into the AI-assisted chatbot, including:

  • Provincial health card numbers;

  • Full date of birth;

  • Detailed medical history;

  • Diagnoses;

  • Medication names or dosages;

  • Laboratory results;

  • Imaging results;

  • Detailed descriptions of medical symptoms where personally identifying information is included;

  • Personal financial information; or

  • Other sensitive health information.

If you need medical advice or wish to discuss a medical concern, please contact the clinic directly and speak with an appropriate healthcare provider.

AI Processing

Information entered into the chatbot may be processed through Tonvux and approved artificial-intelligence or technology service providers.

These service providers may include artificial intelligence platforms such as OpenAI and/or Google Gemini where enabled.

Current technology subprocessors may be listed at:

app.tonvux.com/subprocessors

Service providers are required to handle information in accordance with applicable agreements and privacy and security requirements.

The clinic does not intend the AI chatbot to create or maintain your official medical record unless information is separately transferred into an approved clinical system by authorized clinic staff.

10. Live Status

Our website may display general, real-time information about the clinic’s current operating status through a Live Status feature.

Information displayed may include:

  • Whether the clinic is open or closed;

  • Whether walk-in patients are currently being accepted;

  • Approximate clinic availability;

  • General delay information;

  • Whether certain services are currently available; and

  • General provider availability.

Live Status displays general clinic information only.

It does not require patients to identify themselves and is not intended to display patient health information.

If provider names or availability are displayed, this information represents general clinic scheduling or availability information and does not reveal information from any patient’s health record.

Live Status information may change throughout the day and should not be considered a guarantee of appointment availability or wait time.

11. Voicemail

Clinic staff may leave brief voicemail messages when necessary.

Voicemail messages are generally limited to administrative information such as:

  • A request to return the clinic’s call;

  • Appointment-related information; or

  • Other non-sensitive administrative communication.

We avoid including detailed medical information in voicemail messages.

If you do not want us to leave voicemail messages, please tell clinic staff.

12. Information You Should Not Send Through Standard Electronic Channels

Unless you are using a clinic-approved secure system specifically designed to collect the information, please do not send the following through:

  • Ordinary email;

  • SMS/text message;

  • AI chatbot;

  • General website contact forms; or

  • Other non-secure electronic communication channels.

Please avoid sending:

  • Your provincial health card number;

  • Your full date of birth;

  • Detailed medical history;

  • Diagnoses;

  • Medication names or dosages;

  • Laboratory or diagnostic results;

  • Medical photographs containing sensitive information;

  • Detailed treatment information;

  • Financial information; or

  • Other sensitive personal or health information.

If you need to provide sensitive medical information, contact the clinic directly so we can advise you of an appropriate communication method.

13. Who Can Access Your Information Within the Clinic

Access to patient information is limited to individuals who require the information to perform their duties.

Reception and Administrative Staff

Administrative staff may access the minimum information reasonably required to:

  • Register patients;

  • Manage appointments;

  • Process appointment requests;

  • Communicate with patients;

  • Process administrative forms;

  • Handle billing;

  • Manage referrals; and

  • Perform other authorized administrative duties.

Administrative access does not automatically mean unrestricted access to your complete clinical record.

Healthcare Providers

Physicians and other authorized healthcare providers involved in your care may access the clinical information reasonably required to provide healthcare.

Confidentiality

All clinic staff and authorized service providers are expected to maintain the confidentiality of patient information.

System access may be logged, monitored, restricted, or reviewed where appropriate.

14. Service Providers and Subprocessors

infiniti Medical may use third-party service providers to support clinic operations.

These providers may assist with:

  • Electronic medical records;

  • Clinic-management systems;

  • Website hosting;

  • Appointment booking;

  • Communications;

  • SMS delivery;

  • Email delivery;

  • Artificial intelligence services;

  • Security;

  • Data hosting;

  • Technical support; and

  • Other operational services.

Where applicable, these providers process information on behalf of the clinic and are subject to contractual, confidentiality, privacy, and security requirements.

Tonvux is used for certain clinic-management, website, communication, and patient-engagement functions.

Where the AI-assisted chatbot is enabled, artificial intelligence providers such as OpenAI and/or Google Gemini may process limited information required to provide the chatbot functionality.

A current list of relevant subprocessors may be available at:

app.tonvux.com/subprocessors

15. When We May Share Your Information

We may disclose information where necessary or permitted by law, including to:

  • Healthcare providers involved in your care;

  • Hospitals, pharmacies, laboratories, specialists, and other healthcare organizations involved in your treatment;

  • Authorized service providers working on behalf of the clinic;

  • Alberta Health or other authorized health-system organizations;

  • Insurers or payors where authorized;

  • Regulatory bodies where required;

  • Law enforcement or government authorities where legally required or permitted; and

  • Other parties where you have provided valid authorization or where disclosure is otherwise permitted or required by law.

We do not sell patient health information.

We do not sell patient information to advertisers.

16. How We Protect Your Information

infiniti Medical uses reasonable administrative, physical, and technical safeguards designed to protect personal and health information.

These safeguards may include:

  • Limiting system access to authorized individuals;

  • Role-based access controls;

  • Secure passwords and authentication;

  • Encryption where supported;

  • Protection of information while transmitted and stored;

  • Access logging and monitoring;

  • Staff confidentiality requirements;

  • Privacy and security policies;

  • Secure hosting arrangements;

  • Vendor and service-provider agreements;

  • Limiting sensitive information sent through ordinary email, SMS, and AI-assisted chat;

  • Maintaining secure clinic devices and systems; and

  • Reviewing privacy and security practices as technology and clinic operations change.

No electronic system can guarantee absolute security, but we take reasonable steps to reduce privacy and security risks.

17. Accuracy of Your Information

We rely on patients to provide accurate and current information.

Please notify the clinic if information such as your:

  • Address;

  • Telephone number;

  • Email address;

  • Emergency contact; or

  • Other registration information

changes.

Keeping your contact information current helps prevent information from being sent to the wrong person or telephone number.

18. Retention of Health Information

infiniti Medical maintains health records and related information for the period required by applicable Alberta laws, professional standards, regulatory requirements, and clinic policies.

Information is securely retained and disposed of when appropriate and legally permitted.

19. Your Privacy Rights

Subject to applicable law, you may have the right to:

  • Request access to your health information;

  • Request a copy of your health record;

  • Ask us to correct information you believe is inaccurate or incomplete;

  • Ask questions about how your information has been collected, used, or disclosed;

  • Ask about our privacy and security practices;

  • Change your communication preferences;

  • Withdraw consent for optional communications such as SMS reminders;

  • Choose not to use the AI-assisted chatbot;

  • Choose not to use online booking; and

  • Raise a privacy concern or complaint.

Choosing not to use optional digital communication tools will not prevent you from receiving appropriate healthcare from the clinic.

You may change or withdraw your consent to an optional communication method at any time.

For example, you may ask us to stop:

  • Sending SMS reminders;

  • Sending non-essential email communications; or

  • Using a particular optional communication channel.

Withdrawal applies going forward and does not invalidate communications or processing that occurred before the withdrawal.

Certain communications may still be made where required or permitted by law or where reasonably necessary for healthcare operations.

21. Children, Guardians, and Substitute Decision-Makers

Where a patient is a minor or another person is legally authorized to act for a patient, information may be collected from or communicated to a parent, guardian, agent, or authorized substitute decision-maker in accordance with applicable law.

The clinic takes reasonable steps to verify authority before providing access to confidential health information.

22. Privacy Incidents

If infiniti Medical becomes aware of a privacy or security incident involving patient information, the clinic will assess the incident and take appropriate steps in accordance with applicable legal, regulatory, and professional requirements.

This may include:

  • Containing the incident;

  • Investigating what occurred;

  • Reducing the risk of further disclosure;

  • Documenting the incident;

  • Notifying affected individuals where required; and

  • Notifying the appropriate regulatory authority where legally required.

23. Changes to This Privacy Policy

We may update this Privacy Policy periodically to reflect:

  • Changes in clinic services;

  • New technology;

  • New communication methods;

  • Changes in service providers;

  • Changes in privacy or healthcare requirements; or

  • Improvements to clinic privacy and security practices.

The most current version will be made available through the clinic and/or on our website.

The effective date at the top of this policy indicates when the current version took effect.

24. Questions, Privacy Requests, or Concerns

If you have questions about this Privacy Policy, wish to access or correct your health information, want to change your communication preferences, or have a privacy concern, please contact:

infiniti Medical
#10 – 12432 Symons Valley Rd NW
Calgary, Alberta T3P 0A3

Phone: 403-460-4502
Email: admin@infintimedical.ca

If you have a privacy concern that you believe has not been adequately resolved by the clinic, you may also contact the Office of the Information and Privacy Commissioner of Alberta.

This Privacy Policy summarizes infiniti Medical’s general privacy and patient-communication practices. It supplements, and does not replace, applicable consent forms, patient-registration documents, legal obligations, professional requirements, and other clinic privacy policies.