Consent for virtual care tools

Virtual care consent policy

Date of last update: February 1, 2025

Par « renseignements personnels », on entend tout renseignement qui concerne une personne physique et permet, directement ou indirectement, de l’identifier. Les coordonnées strictement professionnelles (titre, adresse d’employeur, numéro de téléphone professionnel) ne sont généralement pas considérées comme des renseignements personnels.

Par « candidat », on entend toute personne ayant soumis sa candidature à un poste au sein du Groupe Omicron, ou ayant été approchée dans le cadre d’une démarche de recrutement.

2. Automatic acceptance of consent

Please read these terms and conditions of use (the «Terms») of Clinique Omicron carefully.

Clinique Omicron operates this website, including all of its pages, subdomains, electronic forms, digital tools, appointment scheduling interfaces, virtual service platforms, and social media pages and accounts (collectively, the «Site»).

These Terms and Conditions set forth the terms and conditions under which you may access, view and use the Site and all material presented or made available on the Site, including, without limitation, text, general information, medical content of an informative nature, images, videos, forms, questionnaires, interfaces, software and all other digital elements (the «Content»).

By accessing or using the Site, the user, understood as any individual or legal entity who browses, consults or uses the Site in any manner whatsoever (the ’User«), agrees to be bound by all of these Terms, as well as the Privacy Policy, the Terms of Sale, if applicable, and any other policy or legal notice published by Clinique Omicron and incorporated by reference (collectively, the »Legal Notices«).

The terms «you» and «your» refer to the User.

These Terms are legally binding on the User and Clinique Omicron. By accessing, browsing or using the Site or any of its content, forms, features or digital services, you acknowledge that you have read, understood and agree to be legally bound by these Terms, regardless of whether you create an account, book an appointment or use medical services.

If you do not agree to these Terms, you must not access or use the Site.

Clinique Omicron reserves the right to modify these Terms at any time by updating this posting. Your continued use of the Site following the posting of changes constitutes your express acceptance of the Terms as modified. You are responsible for regularly reviewing this section for any updates.

By using the Site, you represent and warrant that you have the legal capacity to accept and be bound by these Terms. When you use the Site on behalf of a third party, a minor or a dependent, you declare that you are legally authorized to do so and that you accept responsibility in this respect.

3. Responsibilities of the Omicron Clinic

3.1 Quality of care
- Providing care in accordance with professional standards: Clinique Omicron is committed to ensuring that all health care professionals, including physicians, nurses, psychologists and other specialists, perform their duties in accordance with the ethical standards of their respective professional orders (CMQ, OIIQ, OPQ, etc.).
- Virtual consultations are conducted in such a way as to guarantee a quality of service equivalent to that of a face-to-face consultation, within the technological and clinical limits inherent in remote care.

3.2. Protection of Personal Information
- Clinique Omicron is responsible for the security, confidentiality and integrity of personal data collected during teleconsultations, in accordance with the Act Respecting the Protection of Personal Information in the Private Sector (Quebec) and the Personal Information Protection and Electronic Documents Act (PIPEDA).
- Rigorous cyber-security measures (data encryption, authentication protocols, access control) are in place to protect sensitive information against unauthorized access, loss or accidental disclosure.

3.3 Transparent information on teleconsultation limitations
- Clinique Omicron undertakes to clearly inform patients of the limitations of virtual consultations, including:
- The absence of a complete physical examination may affect the diagnosis;
- The impossibility of managing certain emergency situations remotely;
- The need, in some cases, to recommend in-person consultation or referral to specialized services.
- Patients are advised that virtual care may not be appropriate for all medical conditions and that it is their responsibility to disclose all relevant information to ensure proper evaluation.

3.4. Responsibility in the event of a medical emergency
- Clinique Omicron specifies that teleconsultation services are not intended for the management of medical emergencies.
- In the event of serious symptoms (chest pain, respiratory distress, signs of stroke, etc.), the patient should immediately contact emergency services (dial 9-1-1) or go to the nearest hospital.

3.5. Limitation of liability clause
_”La Clinique Omicron ne saurait être tenue responsable des conséquences médicales liées à des consultations virtuelles lorsque des limitations inhérentes à ce mode de prestation ont été clairement communiquées au patient.”_

3.6. Organizational and logistical adjustments

Clinique Omicron reserves the right to modify the time, date or professional responsible for a teleconsultation, notably for reasons of clinical triage, punctual unavailability or operational reassignment.

In such cases, the patient will be offered an equivalent alternative within a reasonable period of time. No reimbursement will be made if the consultation can be satisfactorily rescheduled. Refunds will only be made in the event of a complete cancellation with no alternative offered.

4. Limitation of liability

Clinique Omicron has established these limitations of liability in order to clearly define the obligations of the clinic and patients in the context of teleconsultations. These limitations are intended to protect the clinic while informing the patient of the risks inherent in the use of virtual health services.

4.1. Limitations Related to Information Provided by the Patient
- Responsibility for information provided: Clinique Omicron cannot be held responsible for medical decisions made on the basis of incomplete, inaccurate or omitted information provided by the patient.
- Duty of disclosure: The patient is responsible for providing complete, accurate and up-to-date medical information at the time of consultation. Omission of important details can compromise diagnostic accuracy and quality of care.
- Mandatory clause:_ “Le patient reconnaît que l’exactitude du diagnostic repose sur la véracité et l’exhaustivité des informations qu’il fournit lors de la téléconsultation.”

4.2. Limitations due to technical constraints
- Technical incidents: Clinique Omicron is not responsible for service interruptions, Internet connection problems, software failures, or any other technical problems related to the patient's equipment or technological environment.
- Impact on quality of care: If consultation is interrupted due to technical difficulties, the clinic will do its utmost to re-establish communication, but cannot guarantee immediate continuity of service.
- Safety clause:_ “La Clinique Omicron ne peut être tenue responsable des pertes de données ou des interruptions de service causées par des incidents technologiques indépendants de sa volonté.”

4.3. Limitations inherent to teleconsultation
- Lack of direct physical examination: Teleconsultation has clinical limitations, including the impossibility of performing a full physical examination when necessary for a precise diagnosis.
- In-person consultation recommendation: In cases where a physical assessment is deemed essential, the healthcare professional will recommend that the patient consult in person.
- Disclaimer:_ “La Clinique Omicron décline toute responsabilité pour les conséquences médicales résultant de l’absence de suivi médical en personne lorsque celui-ci est recommandé.”

4.4. Limitations in the event of a medical emergency
- No management of emergencies: Teleconsultation services are not intended for the management of medical emergencies. In the event of an emergency (severe chest pain, breathing difficulties, signs of stroke, etc.), the patient must immediately contact emergency services (9-1-1) or go to the nearest hospital.
– Clause de limitation : “La Clinique Omicron ne peut être tenue responsable des conséquences résultant du recours inapproprié aux services de téléconsultation pour des situations nécessitant des soins d’urgence immédiats.”

4.5. Acceptance of Limitations of Liability
Before confirming a teleconsultation appointment, the patient must read and explicitly accept this section.
- Acceptance clause:_ “En confirmant mon rendez-vous de téléconsultation, je reconnais avoir lu, compris et accepté les limitations de responsabilité de la Clinique Omicron, y compris celles liées aux informations fournies, aux limitations techniques et aux contraintes médicales inhérentes aux soins virtuels.”

5. Specialty-specific consent

Afin d’assurer la conformité légale et déontologique des services de téléconsultation offerts par la Clinique Omicron, un consentement spécifique est requis pour chaque spécialité. Ce consentement garantit que les patients sont informés des particularités de chaque discipline et des cadres réglementaires applicables.

5.1. General and specialist medicine
- Compliance with the Collège des Médecins du Québec (CMQ) : All remote medical consultations are carried out in accordance with the CMQ's ethical standards, particularly with regard to diagnosis, prescription and remote follow-up.
- Limitations of virtual medical consultations: Patients are informed that certain medical conditions may require in-person examination, physical tests or further investigations.
- Consent clause:_ “Je reconnais que les consultations médicales à distance respectent les normes du CMQ et que, si nécessaire, un suivi en personne pourra m’être recommandé.”

5.2. Nursing care
- Supervision by the Ordre des Infirmières et Infirmiers du Québec (OIIQ) Remote nursing care is governed by OIIQ guidelines, including clinical assessment, intervention under collective prescription and remote follow-up management.
– Responsabilités du patient : Le patient s’engage à fournir des informations précises sur son état de santé, nécessaires à une évaluation adéquate à distance.
- Consent clause:_ “J’accepte que mes soins infirmiers soient réalisés selon les standards de l’OIIQ et je comprends que des limitations peuvent exister en l’absence d’un examen physique.”

5.3. Psychology
- Compliance with the standards of the Ordre des Psychologues du Québec (OPQ) Remote psychological interventions comply with OPQ guidelines, ensuring the confidentiality of exchanges and the effectiveness of remote follow-up.
- Risks and limits of remote consultations: Patients are informed of the limits of online psychological consultations, particularly in the event of an acute crisis requiring immediate in-person intervention.
- Consent clause:_ “Je consens à recevoir des services psychologiques à distance conformément aux normes de l’OPQ, en comprenant les limites et les risques associés à ce mode d’intervention.”

5.4. Nutrition
- Practices governed by the Ordre des Diététistes-Nutritionnistes du Québec (ODNQ) : Our nutrition consultations follow the ODNQ's professional standards, guaranteeing the quality of nutritional advice provided remotely.
– Responsabilités du patient : Le patient reconnaît que l’efficacité des recommandations dépend de la communication précise de ses antécédents médicaux, de ses habitudes alimentaires, et de ses objectifs de santé.
- Consent clause:_ “Je consens à recevoir des conseils nutritionnels à distance dans le respect des normes de l’ODNQ, en comprenant que ces services ne remplacent pas des consultations médicales spécialisées si nécessaires.”

5.5. Other Health Professions
- Compliance with the guidelines of the respective professional orders : For other healthcare professionals (occupational therapists, physiotherapists, social workers, etc.), services are rendered in compliance with the ethical rules and regulatory frameworks of their respective professional orders.
- Consent clause : “Je consens à recevoir des services à distance fournis par des professionnels de la santé, conformément aux normes en vigueur de leurs ordres professionnels respectifs.”

5.6. Global Acceptance of Consent
- Acceptance clause:_ “En confirmant mon rendez-vous, je reconnais avoir lu, compris et accepté les conditions spécifiques de consentement applicables à la spécialité de la consultation. Je comprends les limites et les responsabilités associées aux soins virtuels.”

6. Complaints management

La Clinique Omicron s’engage à traiter toutes les plaintes de manière confidentielle, impartiale et efficace afin de garantir la satisfaction des patients et le respect des normes professionnelles. La gestion des plaintes suit un processus structuré, permettant à chaque patient d’exprimer ses préoccupations en toute transparence.

6.1. Dépôt d’une Plainte à la Clinique Omicron

- Form of complaint :
Complaints must be formulated in writing, en précisant le motif, la date de l’incident, les professionnels concernés, ainsi que toute information pertinente permettant d’évaluer la situation.

- Contact details for complaints :
E-mail : plainte@cliniqueomicron.ca
Telephone (for assistance with procedure): 514-606-3350

- Complaints handling process :
1. Acknowledgement of receipt within 5 working days of receipt of complaint.
2. Assessment of the complaint by an internal complaints management committee.
3. Written response to complainant within 20 working days, specifying findings and corrective measures envisaged, if any.

6.2. Complaints to the competent professional bodies

If the complaint concerns the professional conduct of a Clinique Omicron employee, the complainant may also contact the appropriate professional association directly:

- Medicine (CMQ):
Collège des Médecins du Québec - www.cmq.org

- Nursing Care (OIIQ) :
Ordre des Infirmières et Infirmiers du Québec - www.oiiq.org

- Psychology (OPQ) :
Ordre des Psychologues du Québec - www.ordrepsy.qc.ca

- Nutrition (ODNQ):
Ordre des Diététistes-Nutritionnistes du Québec - www.odnq.org

- Other health professions :
The complainant can consult the website of the professional association concerned to find out about the specific procedure.

6.3. Additional right of recourse

In the event of dissatisfaction after the complaint has been handled by Clinique Omicron or the relevant professional association, the patient may also contact :
- The Commission des droits de la personne et des droits de la jeunesse (CDPDJ) if the complaint concerns fundamental rights issues.
- The Commission d'accès à l'information (CAI) if the complaint concerns the protection of personal information.

6.4. Commitment of Clinique Omicron

La Clinique Omicron s’engage à :
- Ensure the confidentiality of information exchanged in connection with the complaint.
- Protect patients who make complaints from any form of reprisal.
- Implement corrective actions, where necessary, to improve service quality.

Acceptance clause:_
_“En utilisant les services de la Clinique Omicron, je reconnais avoir été informé des procédures de gestion des plaintes et des recours disponibles auprès des ordres professionnels compétents.”_

7. Policy modification

La Clinique Omicron se réserve le droit de modifier la présente politique de consentement aux soins virtuels à tout moment, afin de s’adapter aux évolutions législatives, réglementaires, technologiques, ou organisationnelles.

7.1. Frequency and Terms of Revision

- The policy may be revised periodically, at least once a year, or more frequently if significant changes occur in the regulatory framework or in the Clinic's practices.
– Des modifications ponctuelles peuvent également être apportées sans préavis en cas d’urgence légale ou réglementaire.

7.2. Notification of Modifications

- Publication on website: All changes will be clearly indicated on the official website of Clinique Omicron, in the section dedicated to privacy and consent policies.
- Updated revision date: The date of the last update will be displayed at the top of the policy for transparency.
- Direct communication: In the event of substantial changes affecting patients' rights or obligations, specific notification may be sent by e-mail or posted in the clinic's official communications.

7.3. Implicit acceptance of the New Conditions

- Continued use of Clinique Omicron's services after publication of the changes constitutes implicit acceptance of the new conditions by the patient.
- Patients are encouraged to consult this policy regularly to stay informed of any updates.

Acceptance clause:_
_“En poursuivant l’utilisation des services de la Clinique Omicron après la publication de modifications à la présente politique, je reconnais avoir pris connaissance des changements et je les accepte sans réserve.”_

8. Contact details

If you have any questions, concerns or complaints about this Virtual Care Consent Policy, the handling of your personal information, or your privacy rights, please contact Clinique Omicron's Privacy Officer :

- Responsible for the protection of personal information :
E-mail : protectionrenseignements@cliniqueomicron.ca

Telephone: 514-606-3350

The Manager is available to respond to your requests for access, rectification, withdrawal of consent, as well as for any question relating to the management of confidentiality incidents.

9. Reference policy

As part of the virtual care offered by Clinique Omicron, referrals may be made to specialists or partner healthcare establishments via the Health Corridor. The purpose of this policy is to govern the conditions under which such referrals are made, to ensure transparency and patient protection.

9.1. Purpose of the Reference Corridor

The Health Corridor aims to :

- Facilitate rapid access to specialized services when medically required;

- Optimize continuity of care between Clinique Omicron and partner healthcare establishments;

- Reduce waiting times for specialized consultations, diagnostic tests or procedures.

9.2. Reference Process

- Referrals are made only on the recommendation of a Clinique Omicron healthcare professional, when deemed medically necessary.

- The patient receives detailed information on the nature of the referral, the specialist recommended, and the steps to be taken.

- Patient consent is required before any medical information is passed on to third parties as part of the referral process.

9.3. Transmission of Medical Information

- The transmission of medical information required for a referral is carried out securely and confidentially, in accordance with Clinique Omicron's privacy policy.

- The patient expressly authorizes Clinique Omicron to share relevant information with the referring specialist or healthcare facility.

- The clinic is not responsible for the use of this information once it has been transmitted to the referred provider, except in the case of negligence in transmission.

9.4. Limitation of liability

- The liability of the Clinique Omicron is limited to the referral act. The clinic cannot be held responsible:

- Waiting times at the referred service provider;

- The quality of care provided by the referring specialist or facility;

- Medical decisions made by the external healthcare professional.

- The patient is informed that Clinique Omicron does not guarantee an appointment on a specific date, nor the immediate availability of referred specialists.

9.5. Post-Reference follow-up

- After referral, the patient can benefit from medical follow-up by Clinique Omicron, as recommended by the external specialist.

- Feedback from the referring specialist may be shared with the Clinique Omicron professional, with the patient's consent, to ensure continuity of care.

9.6. Patient consent for the Health Corridor

_“En acceptant une téléconsultation à la Clinique Omicron, je reconnais avoir été informé de la politique de référence via le Corridor de Santé. Je consens à ce que mes renseignements médicaux soient partagés de manière sécurisée avec des professionnels de santé externes lorsque cela est médicalement nécessaire.”_

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Virtual care consent policy

Date of last update: February 1, 2025

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