Deep Roots Massage Therapy is committed to protecting the privacy and confidentiality of our clients’ personal health information. We collect, use, and disclose personal health information in accordance with Manitoba’s Personal Health Information Act (PHIA) and applicable professional standards.

This policy outlines how third-party requests for client records are handled and the fees that may apply.

1. What Is Personal Health Information?

Personal Health Information (PHI) includes any identifying information related to a client’s health, care, or treatment, such as:

• Intake forms and health history

• Assessment and treatment notes

• Treatment plans and progress notes

• Consent forms

• Correspondence related to care

• Receipts or invoices that include treatment details

2. Third-Party Requests

A third party is anyone requesting access to client records other than the client, including:

• Insurance companies or adjusters

• Lawyers or legal representatives

• Employers or disability case managers

• Family members or spouses

• Other healthcare providers (when not directly involved in the client’s care)

3. Written Client Authorization Is Required

We do not release personal health information to any third party without the client’s written consent, except where disclosure is required or permitted by law.

Written authorization must clearly include:

• Client’s full name and date of birth

• The specific third party authorized to receive the information

• The exact information being released

• The purpose of the disclosure

• An expiry date or statement that it is a one-time release

• Client signature and date

General or “blanket” authorizations will not be accepted.

Only the minimum amount of information necessary to fulfill the request will be released.

4. Requests Without Client Consent

In limited situations, records may be disclosed without client consent if required by law, such as:

• A court order, subpoena, or warrant

• A legal requirement under PHIA

• A request from a regulatory authority acting within its mandate

In these cases, we will disclose only what is legally required and document the disclosure. Clients will be notified when permitted by law.

5. Identity Verification & Secure Delivery

Before releasing any records, we verify:

• The identity and authority of the requester

• That the authorization matches the requester exactly

Records are provided using secure methods such as encrypted email, secure file transfer, registered mail, courier, or secure fax.

6. Timelines for Response

We strive to respond to third-party requests as promptly as possible, and generally within 30 calendar days, in accordance with PHIA.

If additional time is required (for example, due to the volume or complexity of the request), we will notify the requester.

7. Fees for Third-Party Record Requests

Under Manitoba’s PHIA, healthcare providers may charge a reasonable cost-recovery fee for preparing and providing copies of records.

Fees are based on the time, resources, and administrative work required.

Fee Schedule

Base Processing Fee (Electronic Records Request – Admin Fee) – $25
Includes:

• Locating and retrieving records
• Review for accuracy and privacy
• Up to 20 pages (printed or electronic)
• Secure delivery by standard method

Additional Pages

• $0.50 per page (after the first 20 pages)

Clinical Review or Preparation Time (if required)

• $120 per hour, billed in 15-minute increments

This may apply when:

• Extensive chart review is requested
• A summary, letter, or narrative report is required
• Third-party forms require completion

Alternative Formats (if requested)

• USB or physical media: $25
• Courier or registered mail: charged at cost

Rush Requests (when available)

• Priority processing (within 3 business days): additional $25

8. Payment of Fees

Fees are payable before records are released

• The requesting party is responsible for payment unless otherwise required by law

• A fee estimate will be provided upon request or when fees exceed the base amount

Fees may be reduced or waived in limited circumstances, such as administrative errors or legal requirements.

9. Documentation & Record Keeping

For every disclosure of information, we maintain a record that includes:

• The date of the request and release

• The name of the requesting party

• The information disclosed

• The method of delivery

• Any fees charged

10. Refusals or Limitations

We may refuse or limit disclosure where permitted by law, including situations where:

• The request lacks proper authorization

• Disclosure could identify another individual

• The request exceeds what is legally allowed

• Fees are not paid prior to sending materials requested.

If a request is refused, a written explanation will be provided in accordance with PHIA.

11. Questions or Requests

If you have questions about this policy or wish to request access to records, please contact our clinic directly. We are happy to guide you through the process.