More Than Just Words is committed to protecting the privacy, confidentiality, and security of personal and health information. We collect, use, store, disclose, and dispose of personal information only as necessary to provide speech-language pathology services, communicate with clients and families, manage appointments and billing, and meet professional, legal, and regulatory obligations.

This policy applies to information collected through our website, intake forms, email communication, phone calls, virtual sessions, in-person sessions, consultation services, and any other communication with our clinic.

Information We Collect

We may collect personal and health information such as:

• Client and caregiver names

• Contact information, including phone number, email address, and mailing address

• Date of birth and relevant family/caregiver information

• Developmental, medical, educational, communication, and therapy history

• Assessment results, treatment notes, goals, progress updates, and reports

• Billing, payment, and funding information

• Information shared through website forms, consultation requests, email, or phone calls

Only information that is reasonably necessary for the provision of services is collected.

How We Use Information

Personal and health information may be used to:

• Respond to inquiries and consultation requests

• Determine service needs

• Provide assessment, consultation, treatment, parent coaching, and follow-up services

• Create and maintain clinical records

• Communicate with caregivers, clients, schools, health-care providers, or other professionals, when authorized

• Prepare reports, invoices, funding documentation, and service plans

• Meet professional, legal, insurance, and regulatory requirements

Consent

Consent is required for the collection, use, and disclosure of personal and health information, except where disclosure is permitted or required by law.

For children and youth, consent is typically provided by a parent or legal guardian unless the child/youth is legally able to consent for themselves. Consent may be withdrawn at any time, although withdrawing consent may affect the services we are able to provide.

Disclosure of Information

Personal and health information is kept confidential and is not shared without consent, except where permitted or required by law.

With consent, information may be shared with:

• Parents or legal guardians

• Physicians, occupational therapists, psychologists, teachers, educational assistants, behaviour consultants, or other professionals involved in the client’s care

• Funding agencies, when required for service approval or reimbursement

• Supervised support personnel, such as a communication health assistant or speech-language pathology assistant, when involved in service delivery

Information may also be disclosed without consent where required by law, such as when there is a concern about risk of harm, child protection, a court order, or a regulatory requirement.

Communication by Email, Phone, and Virtual Platforms

We may communicate with clients and families by phone, email, secure online forms, or virtual care platforms. While reasonable safeguards are used, electronic communication may carry some privacy risks.

Clients are encouraged to avoid sending highly sensitive information by regular email unless they understand and accept the potential risks.

Virtual Services

For virtual services, we take reasonable steps to protect privacy, including using appropriate platforms, limiting access to sessions, and ensuring sessions are conducted in a private setting whenever possible.

Clients and caregivers are responsible for participating from a private location and using a secure internet connection when possible.

Storage and Protection of Records

Clinical and administrative records may be stored electronically and/or in paper format. Reasonable physical, technical, and administrative safeguards are used to protect information from unauthorized access, use, disclosure, loss, or theft.

Safeguards may include password-protected devices, secure storage, limited access to records, and confidential handling of documents.

Record Retention and Disposal

Records are retained as required by professional standards, applicable legislation, and regulatory requirements. When records are no longer required, they are securely destroyed or deleted in a manner that protects confidentiality.

CHCPBC’s Records Practice Standard applies to written, electronic, audio, visual, and other records related to patients, services, communications, supervision, consultation, and professional decisions.

Access to Records

Clients, parents, or legal guardians may request access to records. Access will be provided in accordance with applicable privacy laws, professional standards, and any legal limits that may apply.

Requests for records must be made in writing. A reasonable fee may apply for copying, preparation, or transfer of records.

Website Privacy

When you visit our website or submit a contact form, we may collect the information you voluntarily provide, such as your name, email address, phone number, and reason for contacting us.

Our website may also collect limited technical information, such as browser type, device information, or general website usage data, depending on the website platform and settings. This information is used to operate and improve the website.

Please avoid submitting sensitive health information through a general website contact form.

Breach of Privacy

If a privacy breach occurs, we will take reasonable steps to contain the breach, assess the risk, notify affected individuals when appropriate, and take steps to prevent a similar incident from happening again.

Updates to This Policy

This privacy policy may be updated from time to time to reflect changes in practice procedures, legal requirements, or professional standards.

Last updated: May 30, 2026