Mustimuhw Privacy Policy

Mustimuhw ensures that all personal information is handled responsibly and in accordance with Canadian privacy legislation, including relevant provincial and federal laws.

This Policy applies to the personal information we collect through the Services and Solutions we provide. This includes personal information collected, used, processed, and disclosed in the following contexts:

• when individuals interact with us directly, such as through our website, customer support, or job applications;
• through our social media channels, including Facebook, YouTube, and LinkedIn;
• through communications with us, including emails, messages, Helpdesk inquiries, and Website interactions related to our Customers, Solutions, or Services;
• when we provide technical or customer support to our Customers; and
• in connection with our recruitment and hiring processes.

Mustimuhw acts as a service provider providing software platforms to its Customers, who may use our Solutions to collect and manage personal information about their clients or patients. In these cases, our Customers are responsible for the personal information they collect using our software.

In this Policy, “personal information” means information about an identifiable individual, but does not include contact information or work product information.

“Personal health information” means recorded information about an identifiable individual’s health history, care, treatment, or health services, and the individual’s personal health number.

Our Solutions are tailored for Indigenous health and human service organizations across Canada. Our primary offerings include:

1. Community Electronic Medical Record (cEMR): A client-centric health record system designed to meet the unique cultural and operational needs of Indigenous health centers.
2. Child & Family Services Case Management System: A tool that supports Indigenous Child & Family Service organizations in managing case documentation and workflows effectively.

The personal information collected, used, and disclosed through these Solutions is managed by the customer organizations and their licensed providers and staff while delivering services to their clients. In these circumstances, we will be assisting the providers and staff by providing the software and data hosting to enable the use of the Solution(s).

Our Solutions allow our customer organizations and their providers and staff to store and manage client information in compliance with applicable laws. Mustimuhw provides the software and data-hosting services but does not control or use the data.

Each customer organization remains solely responsible for how their providers and staff collect, use, and share client information. If you have questions about your records, please contact your service provider directly.

What personal information is collected by providers and staff using the solutions?

1. Providers and staff using the Community Electronic Medical Record (cEMR) may collect the following information:
   • Demographic information: Name, date of birth, gender, contact details, household data, and Indian Registration Status.
   • Health records: Personal Health Number (PHN), medical history, allergies, observations (e.g., blood pressure, heart rate, weight), test results, immunizations, medications, referrals, care plans, clinical notes and assessments, provider details.
   • Group session data: Session purpose, date, type, attendees (anonymous or identified by Solution client file # ), and provider details.

Note that if our customer has also subscribed to the Family Journey Case Management module, their clients’ demographic information is shared across both modules.

 

2. Providers and staff using the Family Journey Case Management module may collect the following information:
   • Demographic information: Name, date of birth, gender, contact details, household data, and Indian Registration Status.
   • Case Information: Intakes, case and contact notes, assessments, legal documents, and orders, service delivery and payment information, provider details.
   • Group session data: Session purpose, date, type, attendees (anonymous or identified by solution client file # and/or case file # ), and provider details.

Note that if our customer has also subscribed to the cEMR, their clients’ demographic information is shared across both modules.

We collect personal information in two ways: directly from users and automatically through their interactions with our website or services.
We use this data to deliver our Solutions, manage customer relationships, improve service quality, and, where permitted, for marketing and outreach.
Explore the information below for further details:

Personal information Mustimuhw collects from the clients that receive services from Mustimuhw’s customers
Mustimuhw does not collect client or patient data directly. Instead, users of our solution(s) add information during the use of the system that is under their employer’s custodianship.
If you have concerns about the personal information that has been collected about you by your service provider, you should address that concern directly with them and/or their organization’s designated Privacy Officer. We will assist in answering questions that individual may have.

Information collected about service providers using our solution(s)
Mustimuhw collects personal information from providers and staff who use our solutions(s) to manage access and authentication. This includes:

• User authentication data: Names, login credentials, and security questions.
• Business contact details: Organization name, job title, professional license numbers (if applicable), contact information.
• Technical data: IP addresses and browser type for security monitoring.

If you have concerns about personal information that has been provided to us by your employer, you should address that concern directly with your employer/Privacy Officer. We will assist in answering questions that individual users may have about their accounts.

Personal information you provide to Mustimuhw
We collect information that you provide directly to us, over the telephone, by e-mail, as well as using the website and the Solutions.

•  Contact information:
  We collect your personal information when you contact Mustimuhw directly to inquire about our website, the Solutions, and/or the Services. For example, when you complete any of the contact or inquiry forms on our website, we will collect your name, phone number, e-mail address, city, province, postal code, and any other information that you choose to provide to us. When you send customer support a message on one of our Sites, we collect your name, e-mail address, phone number, and any other information that you choose to provide to us. When you report a problem, or submit questions, concerns, or comments regarding the Solutions, we may also collect your name, e-mail address, phone number, and other information that you choose to provide to us.We use your contact information to contact and correspond with you directly about our relationship, and your use of the website, Solutions, and/or Services. We may contact you to inform you about our services by mail, email, telephone, or other means to which you have agreed. We may use your contact information to provide you with information, quote, or services that you have requested, to respond to customer service requests, and where we have your consent to do so, to send you push notifications on your device through the Solutions.Where permitted, or when we have your consent to do so, we may send you information about our Services, including general updates and announcements, contests, promotions, seminars, workshops, and events (see below for information on how to “opt-out” of receiving certain communications from us).

  Individuals may subscribe online to receive our news and resources. Information collected when requesting this information can include: first and last name, email, organization, role/job title, and if the individual is a current Mustimuhw customer (yes/no selection).

• Feedback, Ratings and Reviews:
  We collect any information you include in feedback provided to Mustimuhw through the Site, Solutions, or when you email or call our customer service. We use feedback, rating, and review information to improve the Site, Solutions, and/or Services, including to administer and resolve technical issues on the Site or Solutions. We may also use this information to investigate and address your concerns. In addition, we may use this information to suspend or deactivate the user accounts, and to assist in training our Staff and service providers.
• Job application information:
  To apply for a position listed on our careers page, you will be asked to submit an application for the posted position. As part of the application process, you may be asked to provide personal information such as your name, email address, mailing address, phone number, and resume. We use this information to evaluate an applicant’s eligibility and suitability for employment with Mustimuhw.
• Social media information:
  When you visit one of our social media sites (e.g. LinkedIn, Facebook), we may collect personal information that you choose to submit to us such as your name, contact information, or any other information you choose to provide. We use this information for the purpose of responding to an enquiry you have made to us through social media.
• Call centre information:
  When you call our Helpdesk (e.g. to request customer support for one of our Solutions or to request a quote), those telephone calls may be recorded and we may collect personal information that you may provide during those calls, such as your name, telephone number, and e-mail address. We use this information for the purposes of providing you with any information that you request (e.g. a quote) and for providing you with customer support for our Solutions.
• Other information:
  We collect any other personal information that you voluntarily submit directly to us. For example, we will collect and use information like name, organizational name, address, phone number, email, and Solutions of interest when you enter a promotion.

Information automatically collected when using the website, social media, or the solutions
When you visit our website or interact with our social media pages, we may collect information such as your IP address, browser type, device information, and engagement metrics. This helps us analyze website performance and improve user experience. Some data may be collected using cookies and tracking technologies.

Business and legal uses of personal information by Mustimuhw
In addition to the information previous provided in this policy, we may also use personal information we collect from you to:

• support billing and collections;
• conduct data analysis, testing, and monitor and analyze usage and activity trends;
• identify and prevent any fraudulent activity and to protect security of the Solutions; and
• meet legal and regulatory requirements.

Your consent for the collection, use, disclosure, and retention of your personal information depends on your relationship with Mustimuhw and how you interact with our Solutions and Services.

1. Clients of our Customers (e.g., patients or service recipients):

Mustimuhw provides software platforms that our Customers (e.g., health centres or family service organizations) use to manage personal information. When you provide personal information to one of our Customers you are providing your consent to them, and they, in turn, may process that information through our Solutions.

If you have questions about your consent, or wish to withdraw it, please contact your service provider directly.

2. Customers (e.g., organizations using Mustimuhw software):

By entering into a License and Services Agreement with Mustimuhw or by using our Solutions, you consent to the collection, use, and disclosure of personal information necessary to manage your account, provide support, and fulfill our contractual obligations, as described in this Policy.

You may withdraw your consent at any time, subject to legal or contractual limitations, by contacting Mustimuhw.

3. Website Visitors and Job Applicants:

When you interact with our website by submitting an inquiry, signing up for updates, or applying for a job, you are providing your personal information voluntarily and, by doing so, you consent to its collection, use, and retention for the purposes outlined at the time of collection and in this Policy.

You may withdraw your consent at any time by contacting us via email at info@mustimuhw.com, subject to applicable legal or contractual obligations.

Mustimuhw shares personal information with trusted third-party service providers that assist in delivering our Solutions. These providers include:

• cloud hosting services that securely store data;
• authentication providers that manage secure login processes; and
• analytics platforms that track website and service usage.

Third parties are contractually required to comply with privacy laws and security standards. Some providers may be located outside of Canada, and if so, data may be subject to foreign laws. All personal health information is stored within Canada as required by law.  Users may contact us for more details on cross-border data transfers which does not include personal health information.

Mustimuhw Solutions has developed secure data interfaces or integrations with the partner organizations listed below. When a Mustimuhw customer organization enables an interface, the data authorized for exchange will be transmitted to the authorized organization during use of the application.

• BC Provincial Health Services Authority (PHSA) – The cEMR integrates with BC CareConnect, allowing users to access provincial eHealth viewers. CareConnect
• Canada Health Infoway (PrescribeIT®) – The cEMR supports electronic prescription services through PrescribeIT® in provinces where it is available. Canada’s Electronic Prescription Service | PrescribeIT
• Manitoba Shared Health – Mustimuhw cEMR is a conformed application with Shared Health, the provincial health authority in Manitoba, enabling access to eChart and client registries. Shared Health – Our Manitoba. Healthier. Together.
• OceanMD’s eReferral Network – Provides a streamlined referral process leading to improved coordination of healthcare. Welcome to OceanMD OntarioMD – Mustimuhw cEMR is a compliant application with specifications published by OntarioMD.
• Panorama (BC Immunization Data Exchange) – An optional immunization data exchange service allowing manual uploads to the BC public health information system. Getting-Started-in-Panorama-Reference-Guide-Shared-Services.pdf
• WellSky – A scheduling and calendaring application integrated into the cEMR, receiving demographic information and appointment data via HL7 messages. About Us – WellSky

We want to ensure you have a clear understanding of how we collect, use, and share information and to help you make informed decisions about your privacy.

You have several options for managing your privacy preferences. These include adjusting settings within your Mustimuhw account, modifying your browser or device settings (e.g., clear cookies and browsing data, adjust tracking and cookie settings, and use private browsing modes), contacting us directly, or reaching out to third parties where applicable.

To learn more about the choices available to you regarding the control of your personal information, please explore the information below:

Opting out of marketing communications from Mustimuhw
If you provide us with your email address and choose to “opt-in” to receive communications from us, we may occasionally send you electronic messages. These messages may include updates, valuable information, or marketing content. Each email-bulletin will include our contact details and an option to unsubscribe or manage your preferences if you no longer wish to receive marketing or other non-essential communications. You can opt out at any time by updating your email preferences or clicking the unsubscribe link within our email-bulletins.
However, we may use your email address to send critical communications related to your account or the services you use within our solutions. These messages may include essential updates, security notices, or other legally required communications. Because these are necessary for service delivery and compliance, you may not opt out of receiving them.

Tracking technologies
You can disable cookies by adjusting the settings on your internet browser. Disabling cookies may affect your ability to access some pages on the Sites and some parts of the Solutions may not be accessible or may not function properly.

Advertising
We do not share personal health information for advertising purposes. We also do not share your personal information with unaffiliated third parties for marketing or promotional purposes.

We protect personal information using a combination of safeguards, including:

• Administrative: Governance processes, access management, staff training, and continuous monitoring.
• Physical: Secure data centres with restricted access.
• Technical: Encryption, multi-factor authentication, password policies, security logging, and session timeouts.

Data is stored on secure servers in Canada, unless otherwise specified. Mustimuhw does not transfer personal information outside Canada without user consent.

These measures ensure that personal and health information managed through our Solutions remains secure and protected from unauthorized access or breaches.

We operate a hosted data center utilizing cloud infrastructure services on the Microsoft Azure platform, that some of our customers choose to utilize. Each customer using the hosted environment has a separate physical data store, ensuring their data remains isolated from others.

For our customers opting for an on-premise deployment, the responsibility for providing and maintaining the infrastructure falls on the customer, while we offer installation, configuration, and support services.

Our Solutions, including the Health and Family Journey modules, retain personal information for as long as necessary to support the identified purposes. Our customers manage their own data retention policies based on their provincial and federal legal, regulatory, and organizational requirements. Clients can be marked inactive once their information is no longer required.

Additionally, audit logs are retained according to provincial requirements for security and compliance purposes. We provide our customers with guidelines for secure data destruction when records exceed their retention date, ensuring proper disposal through methods such as secure shredding for paper records and complete data erasure for digital files.

Your rights to access and correct personal information depends on how your data is collected and your relationship with Mustimuhw. The following outlines how requests can be made in each context.

1. Clients of Our Customers (e.g., Patients or Family Services Clients)
   If your personal information is maintained by one of our Customers (e.g., a healthcare provider or a family service organization) through a Mustimuhw Solution, Mustimuhw does not have direct control over your records. In this case:
   • you have the right to request access to and correction of your personal information;
   • requests should be submitted directly to your service provider (our Customer), who is responsible for maintaining and updating your records;
   • it is your responsibility to notify your provider if your personal information changes; and
   • Mustimuhw cannot modify or disclose information stored on behalf of a Customer unless formally authorized by that Customer.
2. Customers (Organizations Using Mustimuhw Solutions)
   If you are a representative of an organization that uses Mustimuhw Solutions and have a user account:
   • you can access and update certain personal information directly within your account profile;
   • you are responsible for keeping your account information accurate and up to date;
   • if you require changes to information that cannot be edited through the account interface, you may submit a written request to Mustimuhw using the contact details provided below; and
   • your request should include enough detail to identify the specific information in question. We may ask for additional details to confirm your identity and the nature of the request.
3. Website Visitors and Job Applicants
   If you have interacted with Mustimuhw through our website (including by submitting a contact form or applying for a job), you may request access to or correction of your personal information by contacting us in writing. Please include:
   • sufficient detail to identify your request; and
   • any supporting documentation, if applicable.

Response and limitations
As related to personal information collected by Mustimuhw, you may request access to, or correction of, that information by contacting Mustimuhw in writing at the contact information provided below. Your request should include sufficient detail to enable us to identify the personal information in question. We may request additional information to confirm your identity and clarify the nature of your request.

After receiving your request, we may provide an estimated response time. In some cases, additional time may be required, in which case we will notify you in writing of any extension. If you need documents in an alternative format, we will make reasonable efforts to accommodate your request.

Please note that there may be circumstances where we are unable to provide access to certain personal information, such as when legal restrictions apply. In such cases, we will inform you of the reason for the refusal and provide the contact details of the designated person who can address your concerns.

We may charge a reasonable fee for retrieving and providing access to requested information, or for providing it in an alternative format. An estimate of the fee will be provided in advance, and in some cases, a deposit may be required.

If you have questions or concerns about your personal health information, please contact the organization that delivered your services, as they are responsible for managing your records.

When you interact with us through our website or social media platforms, certain information may be collected automatically, such as your IP address, browser type, and engagement with our content. This data is used to improve user experience, track website performance, and enhance our digital services. If you have any concerns about how your information is collected or used in these contexts, please reach out to us.

For any product, service, or program offered in collaboration with a third party, that organization may collect and manage certain personal information. If you have inquiries regarding how your information is handled in such cases, we can assist in directing you to the appropriate contact for further details on their privacy policies and practices.

If you have concerns about our privacy practices, you may contact our Privacy Officer. If we are unable to resolve your concerns, you may file a complaint with the Office of the Information & Privacy Commissioner for British Columbia (OIPC), or other provincial privacy authority where your complaint originates.

Mustimuhw Privacy Officer – Contact Information:

Mailing Address:  5760 Allenby Road, Duncan, BC V9L 5J1

Email: info@mustimuhw.solutions

Phone: 778-403-5473

Office of the Information & Privacy Commissioner for BC:

            Mailing Address:  PO Box 9038 Stn. Prov. Govt., Victoria B.C. V8W 9A4

Email: info@oipc.bc.ca

Phone: (250) 387-5629 (within Victoria) or if outside Victoria, call Service BC at 1-(888) 356-2741 and request to be transferred to (250) 387-5629  

We take privacy concerns seriously and will review all complaints thoroughly. If an issue is identified, appropriate measures will be taken to address and resolve it. You will be informed of the outcome of any investigation into your concern. Should you find our response unsatisfactory, you may have additional options to escalate your complaint through the relevant privacy authorities.