Privacy Policy
Last updated: September 1, 2026
This Privacy Policy explains how 12677776 Canada Ltd., operating as EMERGE Healthcare Co. (“EMERGE”), manages personal information for which EMERGE is responsible.
EMERGE also processes personal health information on behalf of healthcare providers and clinics. Where EMERGE processes information on behalf of a healthcare provider, that provider generally remains responsible for the clinical record and determines the purposes for which the information is used.
1. Information covered by this Policy
Depending on your relationship with EMERGE, we may collect:
Account information
Name, email address, telephone number, authentication information, role, organization and account preferences.
Patient account information
Information you provide when creating or managing an EMERGE patient account, including identity, contact and account-security information.
Business and billing information
Clinic information, subscription information, invoicing details, transaction records and business-contact information.
Communications
Messages you send to EMERGE, support communications, customer-service records and feedback.
Technical information
IP address, browser or device information, operating system, app version, login activity, security information and interaction information.
Website analytics
Information concerning visits to our public website, subject to applicable cookie and consent requirements.
Personal health information processed for healthcare providers
When EMERGE provides services to a healthcare provider or clinic, the Platform may process clinical records, appointment information, forms, prescriptions, referrals, communications, billing information and other personal health information on behalf of that healthcare provider.
2. How we use information
We may use personal information to:
- create and secure accounts;
- provide and support the EMERGE Platform;
- authenticate users;
- process subscriptions and payments;
- provide customer support;
- communicate concerning Platform activity;
- detect fraud, abuse or security threats;
- maintain, troubleshoot and improve our services;
- comply with legal requirements;
- maintain audit records;
- understand Platform performance and feature use; and
- send commercial communications where you have consented or where otherwise permitted by law.
Where we process personal health information on behalf of a healthcare provider, we use that information only in accordance with the provider’s instructions, our agreement with that provider and applicable law.
3. Artificial intelligence
Some EMERGE features use artificial intelligence, machine learning, automated extraction, speech recognition or similar technologies.
Where these features process personal health information on behalf of a healthcare provider, the processing remains subject to our healthcare data-processing obligations.
We seek to limit information provided to AI service providers to what is reasonably necessary for the intended feature.
EMERGE does not use identifiable customer personal health information to train general-purpose AI models or models made available to unrelated customers without appropriate authorization.
AI-generated outputs may be retained as part of a patient’s clinical record where a healthcare provider chooses to save them.
4. Healthcare providers and EMERGE
For clinical records, your clinic or healthcare professional will ordinarily be the organization to contact regarding:
- access;
- correction;
- consent;
- disclosure history;
- record retention; and
- complaints concerning clinical care records.
EMERGE will reasonably assist healthcare providers in responding to requests concerning information processed through the Platform.
5. Service providers
We use service providers to operate our business and Platform, such as cloud hosting, communications, payment processing, security, support and artificial intelligence infrastructure.
We require service providers handling personal information on our behalf to protect it appropriately and use it only for permitted purposes.
A current list of material subprocessors may be made available through our Trust Centre or upon request.
6. Data location and international processing
EMERGE stores customer clinical information in Canada where required by the applicable service configuration or customer agreement.
Some categories of non-clinical personal information may be processed or accessed from other jurisdictions by approved service providers where permitted by law and the applicable customer agreement.
Where information is processed outside Canada, it may be subject to the laws of that jurisdiction.
For services requiring Canadian-only processing, EMERGE applies the applicable contractual and technical configuration.
7. Marketing
EMERGE does not use patient personal health information processed on behalf of healthcare providers to target advertising.
We may send product, company or educational communications to business contacts or other individuals where consent has been obtained or the communication is otherwise permitted by applicable law.
You may unsubscribe from marketing communications at any time.
Transactional, security and healthcare-related communications may continue where necessary to provide a service.
8. Cookies and analytics
Our public website may use cookies and similar technologies for functionality, security, analytics and, where applicable and appropriately consented to, marketing.
We do not intentionally deploy advertising trackers into authenticated clinical records or pages containing personal health information.
Users can manage applicable cookie preferences through available browser or consent controls.
9. Security
We maintain administrative, technical and organizational safeguards appropriate to the sensitivity of the information we process.
Further information is available in the EMERGE Security White Paper.
No information system can be guaranteed to be completely secure.
10. Retention
We retain personal information only for as long as reasonably required for the purpose for which it was collected, applicable contractual obligations and legal requirements.
Clinical information processed for healthcare-provider customers is retained according to the applicable customer agreement, provider instructions and healthcare record-retention requirements.
11. Access and correction
You may request access to or correction of personal information for which EMERGE is responsible by contacting our Privacy Officer.
If the information forms part of a healthcare provider’s clinical record, we may direct your request to the applicable healthcare provider.
12. Privacy complaints
Questions or complaints can be directed to:
Chief Privacy Officer
EMERGE Healthcare Co.
You may also have the right to contact an applicable federal or provincial privacy regulator.
13. Changes to this Policy
We may update this Privacy Policy from time to time.
The date above identifies the most recent update.