How we protect your information

Patient, provider, and administrator accounts are kept separate, with role-based permissions enforced on every request. Patients can only see their own chart; providers can only access patients they have an active clinical relationship with.

Sessions automatically sign out after 15 minutes of inactivity, and signing in on a new device ends the session on the previous one. Passwords can be reset at any time from the sign-in page.

The Matrix Health runs on managed cloud infrastructure with encryption in transit (HTTPS/TLS) and encryption at rest for the application database and file storage. Backups of the database are managed by our infrastructure provider.

Sensitive operations — issuing prescriptions, lab requisitions, payments, and faxes — run on the server side so that secrets and signing keys are never exposed to the browser.

We collect the information needed to deliver care: identity and contact details, intake and pre-screening answers, government photo ID (for identity verification), clinical notes, prescriptions, lab requisitions, appointment history, and payment metadata.

We use this information to provide telehealth services, communicate with you, dispense prescriptions, and meet our regulatory and recordkeeping obligations. See the Privacy Policy and Notice of Privacy Practices for the full details.

We work with a small number of vetted vendors to operate the platform, including: our cloud database and file storage provider, Stripe for payment processing, SR Fax for sending and receiving clinical faxes, and an email delivery provider for transactional messages and appointment notifications.

Each vendor receives only the information it needs to perform its function. We do not sell personal health information.

Clinical records are retained for the period required by applicable Canadian healthcare regulations. Payment records are retained as required by tax and accounting rules. You can request access to or correction of your information at any time by contacting us.

If you believe you have found a security issue, or if you have a privacy question or request, please email thematrixhealth@gmail.com or call 289-697-8339. We aim to respond within two business days.

For visits in progress or urgent clinical questions, please use the messaging tools inside your patient portal. In a medical emergency, call 911.