Social Media & Communication policy

Effective Date:  March 2 2025

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At NPACC, we are committed to maintaining professionalism, protecting patient privacy, and ensuring clear communication. This policy outlines guidelines for social media use and patient communication.

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Purpose

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This policy applies to all online and electronic communications, including:

• Social media platforms (Facebook, Instagram, LinkedIn, etc.)

• Emails, text messages, and online appointment bookings

• Any other digital communication between the clinic, staff, and patients

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Patient Privacy & Confidentiality

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• We do not discuss or share identifiable patient information on social media, email, or text messages in compliance with Ontario’s Personal Health Information Protection Act (PHIPA).

• Patients should not use social media to request medical advice, book appointments, or discuss personal health concerns. Instead, please contact the clinic directly by phone or through secure channels.

• We may share general health tips and educational content on social media, but this does not replace professional medical advice.

 

Social Media Guidelines

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• The clinic’s social media accounts are used for educational content, updates, promotions, and public engagement.

• Patients and the public are welcome to engage with posts, but inappropriate, offensive, or misleading comments will be removed.

• Employees must avoid personal interactions with patients via social media (e.g., friend requests, direct messaging).

 

Electronic Communication (Email & Texting)

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• Email and text messaging should only be used for appointment reminders, administrative matters, or general inquiries.

• Sensitive health-related discussions will not take place over email or text to ensure privacy and security.

• Patients are encouraged to book an appointment for their medical concerns.

 

Online Reviews & Testimonials

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• We do not respond to reviews with any patient-specific information due to privacy laws.

• If a patient has concerns about their care, we encourage them to contact the clinic directly.

 

Staff Responsibilities

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• Staff members must follow privacy laws and professional ethics when using personal or clinic-related social media.

• Personal social media accounts should not reference or discuss patients, even anonymously.

• Only authorized personnel may post on behalf of the clinic’s official social media accounts.

 

Violations & Consequences

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• Any breach of this policy, particularly regarding patient confidentiality, may result in disciplinary action, legal consequences, or termination of employment.

• Patients who violate communication guidelines (e.g., misuse of social media for medical inquiries) may be asked to communicate through appropriate channels.

 

Contact Information

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For questions or concerns regarding this policy, please contact us.