This Consent describes the risks, limitations, conditions, and instructions for using Kinro's virtual care tools and electronic communications. It forms part of, and should be read together with, Kinro Health Inc.'s Terms of Service and Privacy Policy. You are asked to accept this Consent at checkout by checking the box confirming your agreement to it. Please read it before you do so.
Definitions
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Authorized Medical Provider — a physician, nurse practitioner, or other regulated health professional licensed to practise in a province or territory of Canada who provides Healthcare Services through the Kinro platform.
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Electronic Communications — communication sent by any means of telecommunication including text, voice, image, or email (encrypted or unencrypted).
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Healthcare Services — assessments, consultations, prescribing, and related care provided by Authorized Medical Providers, and pharmacy services provided by the pharmacy partner.
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Kinro Platform — the hardware, software, applications, websites, content, and services operated by Kinro to enable remote health care.
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Personal Information — information about an identifiable individual, including “Personal Health Information” as defined by applicable law.
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Virtual Care Tools — any technology permitting communication between people in different locations, including messaging, email, audio, and video tools.
Acknowledgement and Consent
I acknowledge that I have read and understand the risks, limitations, conditions of use, and instructions for use of the electronic communication and storage services described in this Consent, including Kinro's virtual care application, email (encrypted or unencrypted), video communication tools, and other Electronic Communications, as further described in Kinro's Terms of Service and Privacy Policy, used to communicate and store my Personal Information.
I understand and accept the risks described in this Consent associated with the use of the Kinro Platform and Electronic Communications with Authorized Medical Providers and Kinro's pharmacy and health care partners. I consent to the conditions and will follow the instructions set out in this Consent, as well as any additional conditions an Authorized Medical Provider may reasonably impose.
I acknowledge that, although encryption is recommended, if I choose to email an Authorized Medical Provider or request communication over email, the response may be sent by unencrypted email, which may include my sensitive health information, and that the use of unencrypted technologies heightens the risks described below.
I acknowledge that either I or the Authorized Medical Provider may, at any time, withdraw the option of communicating electronically through the Kinro Platform by closing my account, leaving the assessment, or providing written notice.
I confirm that any questions I had have been answered, and that I may contact Kinro's Privacy Officer at any time with questions about the handling or storage of my Personal Information.
Privacy Officer: Morgan Holdway, Kinro Health Inc. — privacy@kinrohealth.ca
I acknowledge that, if I choose to have my prescription fulfilled by Kinro's pharmacy partner, it may be dispensed by SimpliPharm Pharmacy, 5155 Spectrum Way, Mississauga, Ontario, and that I have the option to have my prescription sent to a pharmacy of my choice.
Risks of Using Virtual Care Tools and Electronic Communication
Kinro and the Authorized Medical Providers will use reasonable means to protect the security and confidentiality of information sent and received using the Kinro Platform. However, because of the risks described below, complete security and confidentiality cannot be guaranteed:
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Using Electronic Communications to discuss sensitive information increases the risk that the information may be disclosed to third parties.
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Despite reasonable safeguards, it is not possible to guarantee the complete security of all information.
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Employers and online service providers may have a legal right to inspect and retain Electronic Communications that pass through their systems.
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Electronic Communications can introduce malware that may damage or disrupt computers, networks, and security settings.
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Electronic Communications, particularly unencrypted ones, can be misdirected, intercepted, lost, circulated, stored, altered, or changed without the knowledge or permission of the sender or recipient.
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Even after the sender and recipient delete copies, backup copies may persist on a computer system.
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Electronic Communications may be disclosed in accordance with a duty to report or a court order.
If you choose to communicate over email (encrypted or unencrypted), you should also be aware that:
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Email can more easily be misdirected or intercepted, increasing the risk that it is received or viewed by unintended recipients — a risk that is heightened with unencrypted email.
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Email can be easier to falsify than signed hard copies, and it is not always feasible to verify the sender's identity or to ensure only the intended recipient can read the message.
Conditions of Using the Kinro Platform
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While an Authorized Medical Provider will attempt to review and respond to your Electronic Communications in a timely manner, no guarantee is made that any communication will be reviewed or responded to within a specific period. The Kinro Platform must not be used for medical emergencies or other time-sensitive matters.
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If your communication invites a response and you have not received one within a reasonable time, it is your responsibility to follow up to confirm it was received and when a response can be expected.
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Electronic Communication is not a substitute for in-person or telephone communication, clinical examination where appropriate, or attending an emergency department when needed. You are responsible for following up on an Authorized Medical Provider's communications and for scheduling appointments where warranted.
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Electronic Communications concerning your diagnosis or treatment may be printed or transcribed and made part of your medical record. Other authorized individuals, such as administrative or pharmacy staff involved in your care, may have access to those communications.
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An Authorized Medical Provider may forward Electronic Communications to staff and others involved in delivering and administering your care, but will not forward them to third parties such as family members without your prior written consent, except as authorized or required by law.
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You agree to inform the Authorized Medical Provider of any types of information you do not want sent through the Kinro Platform.
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Certain platform functionalities may be limited to education, information, or administrative purposes and not used for therapeutic purposes or to communicate clinical information.
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Kinro and the Authorized Medical Providers are not responsible for information loss due to technical failures of the software or your internet service provider.
Automated Support Assistant
Kinro uses an automated support assistant to answer common questions about your account, your orders and deliveries, your billing, and your treatment program. To answer these questions accurately, the automated assistant may access information from your account, including your order history, billing information, and your current prescription and dose.
The automated support assistant does not provide medical advice, does not make clinical decisions, and does not replace your Authorized Medical Provider. If you have a question about your care, your symptoms, or a side effect, you should message your Authorized Medical Provider directly, or seek emergency care where appropriate. You may ask to speak with a member of our support team rather than the automated assistant at any time.
Instructured for Communicating Through the Kinro Platform
When communicating through the Kinro Platform, you must:
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Reasonably limit or avoid using an employer's or other third party's computer or network.
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Conduct virtual care encounters in a private setting and using a secure device, where possible.
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Obtain the Authorized Medical Provider's consent before making any recording of a virtual encounter.
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Inform the Authorized Medical Provider of any change to your email address, mobile number, or other account information needed to communicate through the Platform.
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Not rely on the Kinro Platform if you require immediate assistance or if your condition appears serious or rapidly worsens — instead, call 911 or attend the nearest emergency department or urgent care clinic.
If you choose to communicate over email, you must also:
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Include an appropriate description of the nature of the communication in the subject line (for example, “prescription renewal”) and your full name in the body.
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Review each communication to ensure it is clear and complete before sending.
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Make the Authorized Medical Provider aware when you receive a communication from them, such as by replying or allowing read receipts.
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Take precautions to preserve confidentiality, such as using screen locks and safeguarding passwords.
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Withdraw consent only by email or other written communication to the Authorized Medical Provider.
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Not reply through the Kinro Platform if you require immediate assistance — instead, call 911 or attend the nearest emergency department or urgent care clinic.
Nature and Scope of Healthcare Services
When communicating through the Kinro Platform, you must:
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Healthcare Services are available only to individuals located in the provinces where Kinro operates. Because telehealth rules differ between provinces, the Services available to you depend on your province of residence and your location when you request them.
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Authorized Medical Providers do not have access to your full and complete medical record and cannot physically examine you. They rely on you to provide an accurate and honest description of your medical history and to report physical parameters when requested.
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As with any health care, no results can be guaranteed. An Authorized Medical Provider may determine that the Services are not appropriate for you, or that they are not permitted to provide the Services you seek, and may decline or discontinue Services at any time.
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Any prescription you receive is solely for the personal use of the individual named on it. You will carefully read all provided product information and labels and contact a physician, nurse practitioner, or pharmacist with any questions about your prescription or medication
Symptoms Not Eligible for the Services
The Kinro Platform cannot be used for emergency health care. If you believe you are experiencing an emergency, call 911 immediately or attend your nearest emergency department or urgent care clinic. You agree to seek emergency or follow-up care when recommended by an Authorized Medical Provider. The following symptoms are NOT eligible to be assessed or treated through the Services:
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Chest pain or pressure;
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Diffficulty breathing or shortness of breath;
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Fever in a child under three (3) months of age;
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Blackouts, fainting, or feeling like you may black out;
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Any impairment in level of consciousness;
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Stroke-like symptoms, such as impaired sensation or paralysis on one side of the body, or an inability to speak or comprehend language;
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Any abdominal pain severe enough that you cannot comfortably walk, or severe or persistent abdominal pain (which may indicate a serious condition such as pancreatitis or gallbladder disease);
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Signs of a severe allergic reaction, such as swelling of the face, lips, or throat, or difficulty swallowing or breathing;
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A prolonged or painful erection lasting more than four (4) hours (priapism), which is a medical emergency requiring immediate in-person care.
Consent
By checking the box indicating your agreement to this Consent to Use Virtual Care Tools and Electronic Communications, you confirm that you have been given the opportunity to read this document, that you understand and accept the risks, limitations, conditions, and instructions described in it, and that you are voluntarily choosing to receive care through the Kinro Platform.
Your electronic acceptance has the same effect as a signature. Kinro records the date and time of your acceptance and the version of this document you accepted.
You may withdraw this Consent at any time by contacting your Authorized Medical Provider in writing, or by contacting our Privacy Officer. Withdrawing this Consent may mean that Kinro and the Authorized Medical Providers are no longer able to provide the Services to you.
