Privacy and Security

Your privacy is very important to us. Like any in-person visit, we do our best to make sure any information you give to us during a virtual care appointment is private and secure.  

Electronic communication, including virtual care appointments and email, may have an increased risk that your health information is intercepted by third parties through malware, phishing scams or other unauthorized access.  

The video conferencing platforms that LHSC uses (Webex, OTN) are verified solutions through Ontario Health that meet a standard for privacy, security, technology, and functionality.  

Visit the Ontario Health website for more information about Verified Solutions for Virtual Visits.  

Personal health information discussed during the virtual care appointment is not stored or kept by OTN or Webex Meetings. Calls and video are not recorded or kept by OTN or Webex Meetings after your appointment finishes.  

LHSC is not responsible for the security of patients’ internet service providers, email domains, personal devices or personal computer.  

To help us keep your information secure, please consider the following:  

  • Choose a private place for your virtual appointment;
  • Use your personal email address;
  • Use a secure internet connection; 

Email consent and safety

  • Consent to email communication is required for virtual care video appointments.
  • Your health-care team may also send appointment or other general information by email if you have consented to receiving information this way.
  • Some care areas may send you a follow-up survey by email after your appointment. This helps us improve the quality of care we deliver. If you receive an email and survey link and aren’t sure if it’s coming from your health-care team, call your provider to confirm before clicking on any links.  
  • For more information about communicating with your care team by email please visit the Communicating with Your Care Team by Email webpage.  

Protecting your privacy  

Your privacy is very important to LHSC. We protect your privacy during virtual care appointments in the same way we do during an in-person visit. Only the people providing care to you will be present during your appointment. The discussion during the virtual appointment is documented in your health record, just like an in-person appointment would be.  

We suggest you take similar steps to protect your own privacy. This means being aware of your surroundings and who may be able to overhear your virtual appointment.  

If you have any questions about your privacy, contact LHSC’s Privacy Office via telephone at 519-685-8500 Extension. 32996 or email