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Privacy Policy


        Last Updated: November 2025



FirstCall Home & Health Care Ltd. (“FirstCall”, “we”, “us”, or “our”) is committed to protecting your privacy and handling your personal information responsibly. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you interact with us or use our services.


This Privacy Policy applies to all individuals who receive or inquire about our home care, health care, support, and related services (the “Services”), and to anyone who communicates with us by phone, email, website, or other channels.

By using our Services, you acknowledge that you have read and understood this Privacy Policy.

1. Information We Collect


We collect only the information necessary to provide safe, reliable, and high-quality care.


1.1 Personal Information (PI)


This includes information that can identify you as an individual, such as:

  • Name
  • Address
  • Email address
  • Phone number
  • Date of birth
  • Emergency contact details
  • Billing information
  • Any other information you voluntarily provide to us


1.2 Personal Health Information (PHI)


When required to deliver care, we may collect health-related information, including:

  • Medical history
  • Care needs and service plans
  • Records from health professionals
  • Information about treatments, medications, or conditions
  • Health insurance or payment-related details
  • Your health card number (if needed)


1.3 Non-Personal Information


We may also collect demographic or aggregated data that cannot identify you individually, used for analytics or service improvement.


2. How We Collect Information


We collect information in the following ways:


  • Directly from you, when you complete forms, request Services, communicate with us, or speak with our staff.
  • During the delivery of Services, when our caregivers or staff require information to provide proper care.
  • From your authorized representatives, such as family members, substitute decision-makers, or legal guardians.
  • Through technology used in service delivery, but only if you have provided consent for such technology.
  • From third-party partners, such as healthcare providers or service vendors, with your permission or as permitted by law.


3. How We Use Your Information


We use your PI and PHI to:


  • Provide, coordinate, and manage the Services you request.
  • Communicate with you regarding care, scheduling, service updates, or billing.
  • Evaluate your needs and create or adjust care plans.
  • Respond to your questions, feedback, concerns, or complaints.
  • Improve our Services and internal operations.
  • Support safety, quality assurance, and regulatory compliance.
  • Verify your identity and maintain accurate records.
  • Comply with legal obligations and healthcare regulations.
  • Protect our rights, property, clients, and staff.
  • Any other purpose you authorize or as required by law.


We will not use your information for purposes not described here without notifying you or obtaining your consent when required.


4. Sharing and Disclosure of Information


We may share your information only when necessary and only with parties who are required to keep it confidential:


  • Healthcare professionals, emergency responders, or other providers involved in your care.
  • Authorized family members or legal representatives, when appropriate.
  • Service providers and contractors who support our operations (e.g., IT providers, billing processors).
  • Regulatory bodies or authorities, when required by law.
  • Successors or acquirers, in the event of a corporate merger, sale, or restructuring.
  • With your consent, for any other purpose you approve.


We do not sell, rent, or trade your personal information. Any third party receiving PI or PHI is contractually obligated to protect it, use it only for the purpose provided, and comply with privacy laws.


5. Storage, Transfers & Safeguards


Your information may be stored or processed in Canada or the United States, depending on our service providers. As a result, foreign laws may permit government or law-enforcement access to your information. We protect your information using administrative, technical, and physical safeguards designed to prevent loss, theft, misuse, or unauthorized access. While no system is 100% secure, we take reasonable steps to protect your information and will notify you as required in the event of a breach.


6. Data Retention


We retain personal information only as long as necessary:


  • To provide our Services
  • To comply with legal and regulatory requirements
  • To maintain business records
  • To resolve disputes or enforce agreements


Information may be anonymized for analytics or quality improvement, in which case it is no longer considered personal information.


7. Accessing or Correcting Your Information


You have the right to:


  • Access your personal information
  • Request corrections or updates
  • Request copies of your records
  • Withdraw or modify your consent (subject to legal or contractual limitations)


To make a request, please contact our Privacy Officer using the details below. We may require proof of identity for security purposes.

Please note that withdrawing consent may affect our ability to provide you with certain Services.


8. Changes to This Privacy Policy


We may update this Privacy Policy from time to time to reflect changes in laws, our practices, or our Services. The “Last Updated” date at the top will indicate the most recent revisions. We will notify you of material changes through our website or by other appropriate means.


9. Contact Us


If you have questions, concerns, or requests regarding this Privacy Policy, please contact:


Privacy Officer:
FirstCall Home & Health Care Ltd.
Email: privacy@firstcallbc.com
Phone: (604) 991-3884


We will respond to all privacy-related inquiries in a timely and respectful manner.