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Privacy policy

(Date of last update: September 20, 2023)

Clinique Santé Voyage Inc, Groupe Santé Voyage are related companies which collectively form “Clinique Santé Voyage. is a medical clinic offering a variety of healthcare services, in person or via its secure telemedicine platform (allowing users to consult a healthcare professional via Telus Health’s secure platform (also known as telemedicine services).

Your privacy is of the utmost importance to us, and to this end we have established a set of policies and procedures that govern our handling of your personal information. We take steps to ensure that the personal information we collect about you is necessary, relevant, and used for a specific and limited purpose.

This Privacy Policy applies to information we collect in our clinics, through our website (, or in the course of our relationship with our patients.

In compliance with Act 25 on the Protection of Personal Information, we have implemented the following measures:

  • designation of the person responsible for the protection of personal information within our company: his/her name, title and contact details can be found on our website, as well as at the very end of this document.
  • setting up a confidentiality incident notification system, which means keeping a register of incidents involving personal information to keep an accurate record of what has happened, informing the Commission d’accès à l’information and the people concerned in the event of an incident taking the necessary steps to reduce risks and avoid future incidents
  • This policy describes the information, personal or otherwise, that we may collect, the purposes for which we collect it, how we use it, and the circumstances in which we may transfer it to third parties.

This policy also provides you with choices regarding the collection, use and disclosure of your personal information.

We will not collect, use or disclose your personal information other than in accordance with this policy.

Please also note that as custodians of personal health information, our healthcare professionals may also be subject to legislative and professional requirements governing the collection and processing of your personal health information. However, we make sure that we provide these healthcare professionals with the technology, maintenance and support they need to meet these requirements.

Your access to our healthcare services:
We require your consent to collect, process and store your personal and other information. If you do not agree to this Policy, your choice is not to use our services.

When creating your medical record to use our medical services in clinic or telemedicine, you must also read and accept the Consent Form for our Electronic Medical Record EMR (Telus Health Medesync) before you can benefit from the services of our professionals. The Consent Form informs you of the benefits, risks and limitations of the services and consultations provided, and asks for your consent to offer you these services.

The information we collect about you and the means by which we collect it.

Personal information

Information is considered personal when it concerns a natural person and allows that person to be identified.

How we may collect personal information:

We collect personal information in the following cases:

  • make an appointment for a consultation: by telephone, in a clinic, or via our online appointment service
  • opening a patient file
  • subscribe to our newsletter or communications mailing list
  • when you submit a form on the website question or comment sent to our customer service department by e-mail, chat or in clinic
  • Information you provide when using our services:
  • your name, date of birth, postal address, e-mail address, telephone number, reason for consultation.
  • any personal information about your physical and mental health that you may share with healthcare professionals and other members of our team that is relevant and necessary to establish a care plan, such as your symptoms, medical history, diagnosis, etc.
  • any information you enter in a form or e-mail, including photos you can upload
  • any insurance or payment information

In addition, during telemedicine services, you will have the option of providing us with a photo of your health insurance card (or government-issued photo identification), to enable us to identify you during telemedicine medical services.

Information you provide when you make a payment via our website:

When you make a payment on our website, your credit card information is collected. However, any transactional information, including credit card, banking or other financial information used to process payment, will be collected and processed by a third-party vendor in accordance with industry standards (PCI) and will not be collected or used by Clinique Santé Voyage.

Information provided automatically:

We may also collect the following information automatically, through technical means, when you access and use our Website (and are not in Private Browsing); this information is not considered personal because it is not collected in a way that could identify you personally:

(i) Any technical information: such as your login details, geo-location, web browser type and version, time zone settings, browser plugin version and type, operating system and platform, as well as information about your internet connection, the equipment used to access our Website and certain details about your usage.

(ii) Any information relating to your digital interaction : such as information about your interaction on our Website, including uniform resource locators (URLs), clickstream to, through and from our Website (including date and time), products you have viewed or searched for, page response times, download errors, the duration of visits to certain pages, page interaction information (such as scrolling, clicks and mouse-overs), methods used to leave the page or any telephone number used to call our customer service number (“Activity Information”).

The technologies we use for this automatic data collection may be included.

How we use your personal information:

We may use your personal information for, but not limited to, the following purposes:

  • confirm an appointment
  • provide you with services
  • respond to your request
  • create your profile in our patient files
  • identify yourself
  • inform you of a recall
  • communicate with you
  • send you information on our services, special offers, or newsletters; inform you of changes to the website.

This information may also be stored in the electronic medical record (EMR) used by Clinique Santé Voyage.

Who has access to your personal information

We may need to share some of your personal information, including personal health information, with third-party service providers in order to provide you with the services you request (such as the analysis of your blood samples by a certified laboratory);

This includes the possible disclosure of your personal information for:

  • refer you to a specialist or other healthcare professional
  • perform laboratory tests and analyses
  • process payments
  • issue invoices to an insurance provider

We take all reasonable steps to ensure that our medical service providers offer a high level of security to protect your personal information.

For our agreements with our third-party service providers, including our Telus Health electronic medical record (EMR) providers, we take all reasonable means to ensure that they have express and secure standards regarding confidentiality and data management, and that they are committed to ensuring compliance with privacy and protection of personal information legislation.

We reserve the right to disclose your personal information where required by law, in connection with legal proceedings, or at the request of competent authorities.

As well as for billing and collection purposes.

Please note that our Website may include links to third-party websites, plug-ins, services, social networks or applications. Clicking on these links or activating these connections may allow third parties to collect or share data about you. If you follow a link to a third-party website or accept a third-party plug-in, please note that these third parties have their own privacy policies and we accept no responsibility for these policies. We do not control third-party websites and encourage you to read the privacy policy of every website you visit.

Where we process and store your data

The security of your personal information is very important to us. We use physical, electronic and administrative measures designed to protect your personal information against accidental loss, unauthorized access, use, modification and disclosure.

Secure storage:

Clinical: We take reasonable steps to ensure that our electronic medical record (EMR) providers, Telus Health’s Medesync, use secure storage, that personal information remains in Canada, and that they adhere to secure data protection standards.

Staff training: Clinique Santé Voyage implements policies, practices and procedures that deal specifically with the confidentiality and security of your personal information. All Clinique Santé Voyage employees are required to keep personal information confidential, to use it only for the purposes for which we disclose it to them and to treat such personal information according to the same standards set out in this Policy.

The confidentiality and security of your information also depend on you. When you choose a password to access certain parts of the patient portal, you are responsible for keeping this password confidential and for not sharing it. We also ask you to ensure that when you use our telemedicine services, you are in a safe and private environment where the confidentiality of your personal information and privacy is protected.

Clinique Santé Voyage will take reasonable steps to prevent a breach as described above. In the event of unauthorized use and in accordance with the law, Clinique Santé Voyage will immediately take corrective measures and inform any competent person, entity or authority in accordance with applicable laws.

Retention period

Clinique Santé Voyage retains personal information only as long as necessary for the fulfillment of the purposes for which it was originally collected, unless longer retention is required for legal or regulatory purposes.

To request deletion, please contact us at, and we will let you know if and how we can accommodate your request.

Your rights regarding your personal information and personal health information

  1. How to access and correct your personal information:

It is important that the personal and health information we hold about you is accurate and up-to-date. Please keep us informed of any changes to your personal or health information. By law, you have the right to request access to and correction of the personal information we hold about you. This also applies to your patient record held by our healthcare professionals.

If you wish to consult, verify, correct or withdraw your consent to the use of your personal information, you can reach us by telephone at 1855-776-7748, or send us an e-mail at to request access to the personal information you have provided to us.

We may ask you for specific information to help us confirm your identity and your right of access, before providing you with the personal information we hold about you or making the changes you request. Applicable law may permit or require us to deny you access to some or all of the personal information we hold about you, or we may have destroyed, erased or made anonymous your personal information in accordance with our record-keeping obligations and practices. If we are unable to provide you with access to your personal information, we will let you know why, subject to any legal or regulatory restrictions:

We may not accede to a request to amend information if we believe that the amendment would violate a law or legal requirement or would render the information incorrect.

2. How to withdraw consent

You have the right to withdraw your consent in certain circumstances.

To do so, please contact us at

If you no longer wish to receive certain informative or promotional e-mails from us, you can unsubscribe by sending us an e-mail indicating your request to

3. Advanced notifications
With your consent, we may send you advanced notifications related to some of our services. If you no longer wish to receive push notifications, you can unsubscribe by sending us an email indicating your request to


When you use one of our services in one of our clinics or remotely (telemedicine), you accept the terms and conditions of this policy.

You will be notified of any changes to this policy by posting an updated notice on our website.

If you subsequently use our clinic services again or continue to use our website following an update to our policy, you thereby indicate your acceptance of the changes made.


You may contact us if you have any questions, comments or requests regarding this Policy and our privacy practices. Please contact our Privacy Officer and his team at

We have procedures in place to receive and respond to complaints or inquiries regarding our handling of personal information, our compliance with this Policy and applicable privacy laws. To discuss our compliance with this policy, please contact us at

If we are unable to respond to your request to your satisfaction, you may file a complaint with the provincial Privacy Commissioner or the Privacy Commissioner of Canada.

In Quebec, the organization responsible for protecting privacy is the Commission d’accès à l’information du Québec.

Our clinic’s privacy officer is;

Éric Latendresse, General Manager