Privacy Policy

Last Updated: June 24, 2025

Welcome to What Works Mental Health (the "Website"), owned and operated by What Works Mental Health, a registered social worker, psychotherapist and energy healer practicing in Ontario, Canada.

Your privacy is critically important to us. This Privacy Policy outlines how we collect, use, disclose, and protect your personal information and personal health information when you visit our Website or engage with our services. We are committed to maintaining the confidentiality and security of your information in accordance with applicable Canadian and Ontario privacy legislation.

1. Our Commitment to Your Privacy

We are dedicated to safeguarding your privacy and ensuring the confidentiality of your personal information, especially your personal health information. We adhere to the highest ethical standards of our profession and comply with all relevant legal requirements concerning privacy and data protection in Ontario and Canada.

2. Information We Collect

We collect different types of information, depending on how you interact with our Website and services:

a) Information You Provide Directly:

  • Contact Information: When you use our contact forms, newsletter sign-ups, or email us, you may provide your name, email address, phone number, and a brief message.

  • Appointment Booking Information: When you book appointments through our integrated Jane App system, you will provide personal details such as your name, contact information (phone, email), and potentially brief reasons for seeking therapy. This information, especially when it relates to your health, becomes personal health information.

  • Voluntary Information: You may choose to provide additional information in messages or inquiries.

b) Information Collected Automatically (Website Usage Data):

When you visit our Website, certain information is automatically collected, primarily for website functionality, analytics, and security.

  • Squarespace (Website Host): As our website host, Squarespace automatically collects certain data for site functionality and analytics, which may include:

    • Your IP address

    • Browser type and operating system

    • Referring pages

    • Pages visited on our site

    • Time spent on pages

    • Device type

    • Cookies and Similar Technologies: Squarespace uses cookies (small data files placed on your device) for various purposes, including essential site functionality, performance and analytics, and sometimes for targeting/advertising (though we minimize this for a therapist site). You can manage your cookie preferences through your browser settings.

  • Google Analytics: We use Google Analytics to understand how visitors engage with our Website. Google Analytics collects information such as:

    • Your IP address (anonymized)

    • Geographic location (country, city)

    • Demographic information (age, gender, interests – if available)

    • Pages visited, duration of visit, and navigation paths.

    • This data helps us improve our website's content and user experience. Google Analytics uses cookies to collect this information. You can learn more about Google Analytics' data practices and opt-out options at https://tools.google.com/dlpage/gaoptout.

  • Google Search Console: We use Google Search Console to monitor our website's performance in Google Search results. This tool provides data on search queries, clicks, and indexing status. It does not collect identifiable personal information from individual users but helps us understand how people find our site.

c) Personal Health Information (PHI) from Therapeutic Services:

When you become a client, we collect personal health information necessary for providing safe and effective psychotherapy services. This includes, but is not limited to:

  • Detailed personal, health, and family history.

  • Presenting concerns, symptoms, and diagnoses.

  • Treatment plans, progress notes, and outcomes.

  • Communications related to your care.

The collection, use, and disclosure of this specific PHI are governed by a separate, more detailed informed consent process that you will complete directly with your therapist prior to commencing services.

3. How We Use Your Information

a) To Provide and Manage Services:

  • To respond to your inquiries and requests made through the Website.

  • To schedule, confirm, and manage your appointments through Jane App.

  • To provide psychotherapy services (for clients, as per separate informed consent).

  • To process payments for services (payment details are handled by secure third-party processors, and we do not directly store your full credit card information).

b) For Website Improvement and Analytics:

  • To understand website traffic patterns and user behaviour (via Squarespace analytics, Google Analytics, Google Search Console).

  • To improve our Website's content, layout, and functionality.

  • To ensure our Website is accessible and user-friendly.

c) For Communication:

  • To send appointment reminders and confirmations (via Jane App).

  • To send newsletters or updates if you have subscribed.

  • To communicate important information about your care (for clients).

d) For Legal and Regulatory Compliance:

  • To meet our professional, ethical, and legal obligations as a regulated health professional in Ontario (e.g., record-keeping requirements).

  • To comply with court orders, subpoenas, or other legal processes.

  • To protect our rights, privacy, safety, or property, and/or that of our clients or the public.

4. Consent

a) Website Use (Implied Consent):

By continuing to use our Website after reviewing this Privacy Policy, you imply your consent to the collection and use of your general website usage data as described herein (e.g., through cookies for analytics).

b) Personal Health Information (Express Consent):

For the collection, use, and disclosure of your personal health information (PHI) related to therapeutic services, we require your express, informed consent. This is a separate, detailed process that occurs before your first therapy session. You will be provided with specific information about confidentiality, its limits, and how your PHI will be managed, and you will sign a consent form.

c) Right to Withdraw Consent:

You have the right to withdraw your consent to the collection, use, or disclosure of your personal information or personal health information at any time, subject to legal or contractual restrictions and reasonable notice. Please note that withdrawing consent may affect our ability to provide certain services to you. To withdraw consent, please contact us using the information below.

5. Disclosure of Information

We will not sell, rent, or trade your personal information or personal health information to third parties. We may disclose your information in the following limited circumstances:

  • Third-Party Service Providers: We use trusted third-party services to operate our Website and deliver our services. These providers are bound by strict confidentiality agreements and are permitted to use your information only for the specific purposes for which we engage them.

    • Squarespace: Our website host. Squarespace's privacy practices govern data collected via the hosting platform.

    • Jane App: Our practice management software and online booking system. Jane App is a platform designed for healthcare professionals, ensuring the secure handling of personal health information related to appointments and client records. https://jane.app/legal/privacy-notice 

    • Google Analytics: Processes anonymous website usage data as described above.

    • Google Search Console: Provides website performance data without direct personal information.

  • Limits of Confidentiality: As a regulated health professional, we are legally and ethically bound by strict confidentiality. However, there are specific, legally mandated exceptions where we may be required to disclose your personal health information without your consent. These "limits of confidentiality" include, but are not limited to, situations where:

    • There is a risk of serious harm to yourself or an identifiable third party.

    • Child abuse or neglect is suspected.

    • A court order (e.g., subpoena) requires the disclosure of records.

    • You report sexual abuse by another regulated health professional.

    • Required by our professional college for regulatory purposes (e.g., quality assurance, investigation of a complaint).

    • As required or permitted by law.
      These limits will be fully discussed with you during your informed consent process for therapeutic services.

  • With Your Express Consent: We will only disclose your personal information or personal health information to other third parties with your explicit, informed consent (e.g., for coordination of care with other healthcare providers).

6. Data Security

We implement reasonable administrative, technical, and physical safeguards to protect your personal information and personal health information against loss, theft, unauthorized access, disclosure, copying, use, or modification. These measures include:

  • Using secure, encrypted platforms for communication and data storage (e.g., Jane App for client records, SSL/TLS encryption for website data transmission).

  • Restricting access to your information to authorized personnel only.

  • Regularly reviewing our security practices.

  • Ensuring our third-party service providers also maintain robust security measures.

Despite these measures, no data transmission over the internet or electronic storage method can be guaranteed to be 100% secure. While we strive to protect your information, we cannot guarantee its absolute security.

7. Data Retention

We retain your personal information and personal health information for as long as necessary to fulfill the purposes for which it was collected, to meet our legal and professional record-keeping obligations (e.g., professional college requirements), and to resolve disputes. Once the retention period expires, your information will be securely disposed of or anonymized.

8. Your Rights

You have certain rights regarding your personal information and personal health information:

  • Right to Access: You have the right to request access to your personal health information and other personal information we hold about you.

  • Right to Correction: You have the right to request corrections to your personal health information if you believe it is inaccurate or incomplete.

  • Right to Know About Disclosures: You have the right to request information about disclosures of your personal health information.

  • Right to Withdraw Consent: As outlined in Section 5(c), you may withdraw your consent at any time.

  • Right to Complain: If you have concerns about our privacy practices, you have the right to make a complaint to us directly. If your concerns are not resolved, you may also complain to the Information and Privacy Commissioner of Ontario (IPC) or the Office of the Privacy Commissioner of Canada (OPC).

To exercise any of these rights, please contact us using the contact information provided below. We may require proof of identity before fulfilling your request.

9. Changes to this Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, legal requirements, or services. We will post any revised policy on this page with an updated "Last Updated" date. We encourage you to review this Privacy Policy periodically to stay informed about how we are protecting your information.

10. Contact Information

If you have any questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact our Privacy Officer at:

What Works Mental Health

info@whatworksmentalhealth.ca