At Tier1 Optimal, protecting your personal and health information is foundational to the white-glove experience we promise. This policy is written to be clear and human — not buried in legalese.
01 Information We Collect
We collect only the information necessary to deliver safe, personalized, clinician-led care. The categories below describe what we gather and why.
Medical Information
To design and adjust your protocol, we collect health information such as your medical history, symptoms, current and past medications, allergies, lifestyle factors, bloodwork and lab results, and clinical notes recorded by Crystal Troup, NP and our care team. This information is treated as sensitive personal health information under Ontario's Personal Health Information Protection Act (PHIPA).
Personal Information
- Identifying details: name, date of birth, and gender as relevant to care.
- Contact details: email address, phone number, and shipping address for medication delivery.
- Eligibility details: confirmation of Ontario residency and government-issued identification where required.
- Billing details: payment information processed securely through our payment provider.
Website Analytics
When you visit our website, we may automatically collect technical data such as your IP address, browser type, device information, pages viewed, and referring source. We use this to understand how patients find and use our site and to improve the experience.
Cookies
We use cookies and similar technologies to keep you signed in, remember preferences, and measure site performance. You can control cookies through your browser settings; disabling some cookies may affect site functionality. For details on specific cookies, see our [Cookie Notice — legal review recommended].
02 How Information Is Used
We use your information to deliver and continuously improve your care, including to:
- Conduct telehealth consultations and assess your suitability for treatment.
- Design, prescribe, and adjust your personalized protocol every 90 days.
- Process prescriptions and coordinate pharmaceutical-grade medication delivery.
- Schedule quarterly bloodwork and follow-up reviews.
- Communicate appointment reminders, results, and care updates.
- Process payments and manage ongoing care plans.
- Meet our legal, regulatory, and professional obligations in Ontario.
03 Telehealth, Prescriptions & Delivery
Telehealth Services
Consultations are conducted virtually through secure telehealth tools. Information you share during a consultation — including video, audio, messages, and intake forms — is collected to inform clinical decisions and is recorded in your medical record.
Appointment Scheduling
We collect scheduling details to book your consultations and quarterly reviews, and to send reminders so you never miss a visit.
Prescription Processing
When Crystal or a licensed Ontario clinician prescribes treatment, we share the necessary prescription details with a licensed dispensing pharmacy partner to fulfill your medication securely and accurately.
Medication Delivery
To deliver pharmaceutical-grade medication anywhere in Ontario, we share your name and shipping address with our fulfillment and courier partners. These partners are permitted to use your information only to complete delivery.
04 Communication Preferences
SMS & Email Communications
With your consent, we use SMS and email to send appointment reminders, refill notices, lab results, and care updates. Standard message and data rates may apply. You can opt out of non-essential messages at any time by replying STOP to a text, using the unsubscribe link in emails, or contacting us — though some service-related messages are necessary to deliver safe care.
AI Concierge Communications
Our 24/7 AI concierge, Ava, helps answer questions and route requests. Conversations with Ava may be processed and stored to improve support and to connect you with the right member of the care team. Ava does not provide medical diagnoses; clinical decisions are always made by a licensed clinician.
05 Information Sharing
We share information only as needed to provide care or as required by law. We do not sell your data.
Third-Party Providers
We work with carefully selected service providers who help us operate, including:
- Licensed dispensing pharmacies and laboratories.
- Secure telehealth, scheduling, and patient-portal platforms.
- Shipping and courier partners for medication delivery.
- Payment processors and analytics providers.
These providers are bound by contractual and legal obligations to protect your information and to use it only for the services they provide to us. We may also disclose information when required by law, regulation, or a valid legal request, or to protect health and safety.
06 Data Security
We use administrative, technical, and physical safeguards designed to protect your information — including encryption in transit, access controls, and secure storage. While no system can guarantee absolute security, we continually review and strengthen our safeguards to protect your privacy. Where personal health information is stored or processed, we work to keep it within Canada or under protections consistent with Canadian law. [Confirm data-residency specifics with legal counsel]
07 Retention of Records
We retain medical records for the period required by Ontario's regulatory and professional standards, and personal information for as long as needed to provide services and meet legal obligations. When information is no longer required, we securely destroy or de-identify it. [Insert specific retention periods after legal review]
08 Patient Rights
Access & Corrections
Under PHIPA and PIPEDA, you have the right to access your personal and health information and to request corrections to inaccurate records. You may also withdraw consent for certain uses, subject to legal and clinical limitations.
To exercise these rights, contact us using the details below. We will respond within the timeframes required by applicable Canadian privacy law. You also have the right to contact the Information and Privacy Commissioner of Ontario or the Office of the Privacy Commissioner of Canada.
09 Children's Privacy
Our services are intended for adults. We do not knowingly provide care to, or collect personal information from, individuals under the age of majority in Ontario. If we learn that we have collected such information without appropriate authorization, we will take steps to delete it.
10 Changes to This Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, or legal requirements. When we do, we will revise the “Effective Date” above and, where appropriate, notify you directly. We encourage you to review this page periodically.
11 Contact Information
Questions about your privacy or this policy? Our team is here to help.
This Privacy Policy provides general information about our practices and is not legal advice. Please have it reviewed by qualified Canadian legal counsel before publishing.