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How do call centres handle sensitive medical information and ensure PIPEDA compliance?

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How do call centres handle sensitive medical information and ensure PIPEDA compliance?

Call centres managing medical information in Canada are mandated to strictly comply with the Personal Information Protection and Electronic Documents Act (PIPEDA) and provincial health privacy laws, such as the Health Information Protection Act (HIPA) in Saskatchewan or the Personal Health Information Protection Act (PHIPA) in Ontario, to safeguard the confidentiality, integrity, and security of personal health information (PHI). They employ stringent security practices, including the encryption of digital communications, secure data storage solutions, and controlled access measures to ensure that only authorized personnel can access sensitive health data. Staff members undergo regular training sessions to remain informed about the requirements for compliance with PIPEDA, HIPAA, PHIPA, or other relevant privacy regulations and the best practices for safeguarding patient information. Call centres also develop precise protocols for the reporting and management of any potential breaches of PHI. Compliance is continually monitored through audits and assessments to ensure that protective measures are adequately upheld. Additionally, agreements similar to Business Associate Agreements, known as Information Manager Agreements in some jurisdictions, are typically established between call centres and healthcare providers, detailing each party’s obligations in the protection of patient information.

How do call centres handle sensitive medical information and ensure PIPEDA compliance?

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