Privacy Policy

ROSe Telehealth Privacy policy

Who is accountable for protecting my privacy when I use ROSe Telehealth?

In most provinces, ROSe Telehealth has overall responsibility for protecting the privacy of patient Medical Records and other Personal Information and we are directly accountable to ensure the privacy of patient records.

Consultations with Critical Care Healthcare Practitioners are available in British Columbia, Ontario, Quebec, and Saskatchewan. In these Provinces, ROSe Telehealth has overall responsibility for protecting patient Personal Health Information, including Medical Records, and we are directly accountable to ensure the privacy of patient records.

In Alberta, healthcare providers, such as the patient’s physician, have overall responsibility for the privacy of the patients Medical Records and ROSe Telehealth assists them with that responsibility. More precisely, in Alberta, ROSe Telehealth collects, uses, and discloses Personal Health Information on behalf of healthcare providers who are ‘custodians’, as defined in the Alberta Health Information Act.

For all other Personal Information collected through the ROSe Telehealth App, including through the patient’s physician’s use of ROSe Telehealth has overall responsibility across Canada.

Which Privacy Policy and program govern personal information when a patient’s physician uses the ROSe Telehealth app?

As of June 1, 2022, the ROSe Telehealth Privacy Commitment and the associated ROSe Telehealth Privacy Code will govern patient personal information.

Where can I find more information on ROSe Telehealth privacy practices?

This ROSe Telehealth Privacy Policy, contains the specifics about how we handle patient personal information when the patient’s physician engages with the ROSe Telehealth services and when the physician use our virtual consultation services.

General privacy and security FAQ

What personal information does the ROSe Telehealth App collect and why?

We collect only the Personal Information required for us to establish and maintain a responsible healthcare and service relationship with the patient’s physician, to provide services, products, and functionalities of ROSe Telehealth, to develop and enhance our products and services and to send the patient’s physician relevant information about products and services that may be of interest to the patient.

We collect Personal Information to set up an account for the patient’s physician and the patient’s personal information on the ROSe Telehealth App so that the physician can access and use the ROSe Telehealth health-related services, including:

  • Consultations with Critical Care Healthcare Practitioners

We also collect other information from the patient’s physician as they use the ROSe Telehealth Services:

  • App activity information
  • Device and usage information
  • Cookies
  • Audio recordings of healthcare consultations (with the patient’s physician express consent)
  • Payment information or healthcare number
    More detail is set out in the ROSe Telehealth Privacy Commitment.

How is information safeguarded?

All Personal Information is encrypted and password-protected in the app.

We understand that data security is a critical issue, and we are committed to safeguarding Personal Health Information. We have implemented a comprehensive information security program that includes security controls, as well as strong administrative, technical, and physical safeguards to protect against unauthorized access, use, loss, modification and disclosure of Personal Health Information.

Our team members must complete privacy and security training before they have access to any Personal Information and must complete annual privacy and security training for ongoing access to Personal Information.

ROSe Telehealth ensures that the security policies, procedures, and controls of its software provider, ASF Dynamics Canada Inc., meet industry and ROSe Telehealth best practices and are regularly tested.

Please keep in mind that no internet or email transmission is ever fully secure or error free and no security system is impenetrable. We cannot fully guarantee the confidentiality of any information that you provide to us, but we can assure you that we will use reasonable and appropriate security controls, reflective of the sensitive nature of Personal Health Information.

It is important for you to play an active role in the protection and safeguarding of your own Personal Information, especially when you are online.

Where is personal information data stored?

Patient Medical Records are stored in data centres in Canada. Patient Medical Records will only be accessed from outside Canada in limited circumstances by our developer’s technical support team, including maintaining, repairing, troubleshooting, or upgrading the ROSe Telehealth software in addition, if the patient’s physician consents to an audio recording of the healthcare consultation, the patient information may be temporarily stored by our vendor in Canada.

We also use service providers who may access or store other Personal Information in the EU, the United States, or other jurisdictions.

Who does ROSe Telehealth share personal information with or disclose it to?

For continuity of care purposes, we may share Personal Information among our ROSe Telehealth healthcare practitioners and others who assist in the provision of healthcare to the patient.

We will not disclose patient Personal Information for any purpose other than what has been outlined in our Privacy Commitment or as permitted under applicable law unless we obtain the patient’s express consent. We disclose only the limited amount of Personal Information necessary to meet these purposes.

We do not sell any Personal Information to any third parties.

We may share Personal Information with our service providers who are contracted to perform services or functions on our behalf where they require the information to assist us in serving the patient’s physician. We use contractual controls to protect this information and limit its use to what is necessary for the service provider to perform the service.

Does ROSe Telehealth sell my personal information?

No, we do not and will not sell any personal information.

Does the app collect or use my GPS location?

Certain features of ROSe Telehealth request the physician’s permission to use GPS technology to collect real-time information about the location of the physician’s device so that ROSe Telehealth can connect the physician to a pharmacy or another healthcare service in their area.

This service is provided for convenience only, and the physician’s permission for this use is voluntary. This location data is not retained or used for any other purpose.

How do I change my privacy preferences and settings?

To change your status with respect to receiving email notifications or sharing information with Babylon Partners Ltd. in the ROSe Telehealth app, select the gear icon in the top right corner and make the changes you would like to change and click save. You can then adjust the toggles according to your preference. You can also opt out of receiving marketing messages from us at any time by following the unsubscribe instructions included in each of our marketing email messages.

You can turn off push notifications and the collection of real-time information about the location of your device at any time in your device settings.

Are consultations recorded?

No, consultations are not recorded. Transcription notes and chat a logged for the purpose of  the patient’s physician to transfer the information to the healthcare provider’s EMR. 

Medical Records FAQ

Will the ROSe Telehealth Medical Record be integrated and combined with the EMR that the patient’s physician uses?   

No. While the patient’s medical record is not integrated with other EMRs after each consultation, the physician has the option to enter the Critical Care physician’s notes into the respective EMR. 

How long are Medical Records retained?

Medical Records must be retained in accordance with provincial retention guidelines. In general, for Medical Records, we will follow retention of 16 years from either the date of last entry or from the age of majority of the individual to whom the information relates, whichever is later.


Access, correction, and deletion

How does the patient’s physician access the patient’s health records that they have treated to make a correction to transcriptions?

Your transcription consultations may be accessed in the ROSe Telehealth app under Transcription Logs.  Click on the patient’s transcription and enter in any corrections or changes to the initial transcription.  Your identification as the attending physician will be noted with the changes made.  Physicians may also contact our Support team at:

1 (888) 918-0620

ROSe Telehealth
c/o Privacy Officer
2280 – 510 West Georgia Street
Vancouver, BC
V6B 0M3

How does a physician delete their ROSe Telehealth account?

Please contact us at or at the address below:

ROSe Telehealth
c/o Privacy Officer
2280 – 510 West Georgia Street
Vancouver, BC
V6B 0M3

Still have questions?

Please contact us at or the address below if:

  • You have any questions related to the collection, use and disclosure of your Personal Information
  • You need to report any privacy or security violations, including any suspected or actual unauthorized access, use, disclosure, or loss of Personal Information
  • You have any questions or comments about this Privacy Policy, or
  • You otherwise have a question or complaint about the way we or our service providers treat your Personal Information, including our policies and practices with respect to the use of service providers outside Canada

ROSe Telehealth
c/o Privacy Officer
2280 – 510 West Georgia Street
Vancouver, BC
V6B 0M3