Patient guide
Privacy and communication
Learn why clinics consider privacy, identity, consent, urgency, and security when communicating by phone, voicemail, email, SMS, or secure digital methods.
Why the communication method matters
Personal health information can be sensitive. A clinic must consider how information is collected, used, disclosed, stored, and delivered regardless of whether communication occurs in person, by phone, through voicemail, by email, by SMS, or through a secure digital method.
The appropriate method can depend on the sensitivity and amount of information, the purpose and urgency of the communication, the patient's circumstances and preferences, and the safeguards that are available.
Common communication methods
Each method can be useful, but each has different limitations and privacy considerations.
Phone and voicemail
A clinic may need to verify who is speaking or who can access a voicemail before sharing sensitive information. Messages may be limited when privacy cannot be confirmed.
Email can be convenient, but messages may be misdirected, forwarded, accessed on shared devices, or transmitted without strong protection. The clinic must consider whether email is appropriate for the information involved.
SMS
SMS is often used for short notices or reminders, but messages may appear on a locked screen, reach an outdated number, or be seen by another person. Sensitive details may require another method.
Secure digital communication
Encrypted messages, secure links, or authenticated portals may provide additional safeguards, but identity, access, recipient information, device security, and message content still matter.
What the clinic may need to do
The appropriate safeguards depend on the communication and the information involved. A clinic may need to:
- Confirm the patient's identity and current contact information.
- Confirm the identity and authority of another recipient, where applicable.
- Consider the patient's communication preferences and circumstances.
- Use an encrypted or secure method where possible and appropriate.
- Limit the information to what is reasonably necessary for the purpose.
- Confirm the recipient before sending sensitive information.
- Document clinically relevant communication in the medical record.
Patient preferences and consent
Patients may tell a clinic how they prefer to be contacted and may ask questions about the risks and available alternatives. The clinic may record those preferences and explain any limits on the methods it offers.
A patient's preference or consent does not remove the clinic's responsibility to protect personal health information. A clinic may decide that a different method is necessary when the information is especially sensitive, extensive, urgent, or unsuitable for the requested channel.
Steps patients can take
Patients can also take practical steps to reduce communication and privacy risks.
- Keep your phone number, email address, and mailing address current.
- Ask which communication methods the clinic uses and monitors.
- Ask what kinds of information may be sent through each method.
- Check the recipient before sending information.
- Avoid including unnecessary health information in a message.
- Protect phones, computers, email accounts, and passwords from unauthorized access.
- Tell the clinic promptly if contact details change or a message reaches the wrong person.
- Do not assume email or SMS is monitored for an urgent medical concern.
If a message reaches the wrong person
Contact the clinic promptly if you receive another patient's information, if your information was sent to the wrong recipient, or if you notice another possible privacy problem. Do not forward, copy, post, or share information that does not belong to you.
The clinic may need to contain the issue, determine what happened, notify affected people, document the incident, and consider any reporting requirements that apply. The necessary response depends on the circumstances.
Questions to ask your clinic
Your clinic is the best source of information about its communication methods and privacy practices.
- How may the clinic contact me?
- Which communication methods does the clinic monitor?
- What kinds of information may be sent by email or SMS?
- Is a secure communication option available?
- How can I update my contact details or communication preference?
- How will the clinic verify my identity?
- Can another person receive messages on my behalf?
- What should I do if a message reaches the wrong person?
- Who should I contact with a privacy concern?
Important note
ClinicFees.ca provides general education only. It does not determine whether a specific communication method, consent, disclosure, safeguard, privacy response, or clinic practice is appropriate or legally sufficient. Your clinic's own policy and applicable Ontario privacy requirements apply.