Legal
Privacy Policy
At PhysioWorks, we collect only what we need to care for you, we keep it secure, and we never sell it. This page explains what we collect, why, who sees it, and how to reach us with questions.
Effective date: Oct 13, 2026
Who we are
PhysioWorks is a multidisciplinary physiotherapy clinic with two Vancouver locations: Kitsilano and UBC Wesbrook Village. This policy covers both clinics, our website, online booking, and any time you reach us by phone, email or through our website.
We follow British Columbia's Personal Information Protection Act (PIPA) and the standards of the regulatory colleges our practitioners belong to.
What we collect
Contact details: your name, phone number, email, address and date of birth.
Health information: what brings you in, your health history, assessment findings, treatment notes and progress.
Insurance and billing: extended health plan details, ICBC numbers, and payment records.
Payment cards you choose to keep on file.
Website activity: pages visited and how you found us. See Cookies and analytics below.
Newsletter sign-ups: your email address, if you subscribe.
Why we collect it
To assess and treat you, and keep an accurate record of your care.
To book appointments and send reminders.
To bill you or your insurer and process payments.
To meet our legal and professional obligations.
To send our quarterly newsletter, only if you've signed up.
We won't use your information for anything else without asking you first.
Your consent
We ask for your consent when you book and complete your intake forms. Some things have their own consent form, like AI Scribe. You can withdraw your consent at any time by contacting us. If you do, we'll explain what it means for your care. We still have to keep the records the law requires.
Who sees your information
Only people who need it to care for you or run the clinic:
Your practitioners. We often co-treat, so this can include more than one person on our team.
Our front desk team, for booking and billing.
Your insurer or ICBC when we bill on your behalf or you ask us to send reports.
Other health providers, like your doctor, when you ask us to or agree to it.
Service providers who help us run the clinic, listed below. They can only use your information to provide that service.
Regulators, courts or authorities, when the law requires it.
We never sell, rent or trade your personal information.
Where your information is stored
Your client record, bookings and billing are kept in Jane, our clinic software. Jane stores Canadian clinics' data on secure servers in Montreal, encrypted in transit and at rest.
A few services we use store or process information outside Canada:
Appointment reminders by email and text are sent through Jane's messaging partners. They receive your contact details only, never your health records.
Our newsletter runs on Mailchimp, which stores subscriber email addresses in the United States.
Google Analytics and Google Ads process website data in the United States and elsewhere.
Information stored outside Canada may be subject to the laws of that country.
When we bill your insurer or ICBC directly, we submit claims through their online portals. Those systems keep their own record of each claim, including your name, date of birth, policy number and the dates of services billed, under that organization's privacy policy.
Cards on file
We take payments through Jane Payments, powered by Stripe. When you pay or add a card, it's saved securely to your Jane profile for future visits. Your full card number is held by Jane's payment processor, which meets the payment card industry's security standard (PCI DSS).
We only charge a card on file for:
Services you've received, including any amount your insurer doesn't cover.
A missed or late-cancelled appointment, as set out in the cancellation policy in our FAQ.
You can update or remove a card in your Jane account, or ask our front desk.
Online Appointments
Online appointments run through Jane's built-in video. Calls are encrypted and are never recorded or stored. Please join from a private space where you're comfortable talking about your health.
AI Scribe
Some of our practitioners use AI Scribe, a tool built into Jane that drafts clinical notes from an audio recording of your session. We only use it with your consent, which we ask for on a separate form. You can say no, or change your mind at any time, and your care stays the same.
Your practitioner reviews and edits every note before it's saved to your record. Recordings are stored securely in Jane and deleted after 5 days. Jane doesn't use recordings or notes to train AI models.
Email and text
We use email and text for booking, reminders and general questions. Neither is fully secure, so if you'd like us to email you health information, we'll check with you first.
How long we keep records
BC regulations require us to keep client records for at least 16 years after your last visit. For clients first seen before age 19, we keep records until they turn 35. After that, records are securely destroyed.
How we protect your information
Secure, encrypted clinic software with individual logins for each team member.
Access limited to the people who need it.
Confidentiality training for everyone on our team.
Clinic spaces set up to keep conversations private wherever possible.
Cookies and analytics
Our website uses:
Framer Analytics, which counts visits without cookies and without identifying you.
Google Analytics, which uses cookies to show us which pages people visit and how they find us.
Google Ads, linked through Google Analytics, to see which of our ads lead to visits and bookings.
Our Jane booking site also reports bookings to Google Analytics and Google Ads. Jane removes your name, contact details and health information before anything is sent. Google sees the type of appointment booked, the clinic location and its value, never who booked it.
None of these tools receive your client record or treatment notes. You can block or delete cookies in your browser settings, opt out of Google Analytics with Google's browser add-on, and manage ad personalization in Google's Ad Settings.
Our newsletter
We send a quarterly newsletter to people who sign up for it. Every issue has an unsubscribe link. Unsubscribing won't affect your appointment reminders, which are sent separately through Jane.
Clients under 19
For clients under 19, a parent or guardian must complete forms and give consent on their behalf.
Your Rights
You can ask to see or get a copy of your records.
You can ask us to correct anything that's wrong.
You can ask who we've shared your information with.
You can withdraw your consent.
Email us to make a request. We'll respond within the time BC privacy law allows, generally 30 days. If there's a fee for copies, we'll tell you before we prepare them.
Questions or concerns
Our Privacy Officer handles all privacy questions, requests and complaints.
Email: wesbrookvillage@ptworks.ca
Kitsilano: 3303 West 4th Ave,
Vancouver BC, V6R 1N6, 604-366-8125
UBC Wesbrook Village: #6-5958 Webber Lane,
Vancouver BC, V6S 0J9, 604-566-2222
If we can't resolve your concern, you can contact the Office of the Information and Privacy Commissioner for BC at oipc.bc.ca, info@oipc.bc.ca or 250-387-5629.
Changes to this policy
We may update this policy from time to time. When we do, we'll change the effective date at the top of this page.