Urgent and Emergent Support for Hospital-Based Physicians 1-800-668-4357 (HELP)


Urgent and Emergent Support for Hospital-Based Physicians

1-800-668-4357 (HELP)


CritiCall Ontario is committed to protecting the privacy and security of the personal, confidential and personal health information (PHI) that we handle. We have a dedicated Privacy Program in place and work closely with the Privacy Office of Hamilton Health Sciences to meet our privacy obligations. Hospital obligations in respect to the use of CritiCall Ontario services are detailed in the Master Participation Agreement (MPA).

More detailed information about the services we provide and how we protect the information we collect and handle is available in our Statement of Information Practices.

CritiCall Ontario’s Call Centre – For the purposes of urgent and emergent case facilitation through our Call Centre, CritiCall Ontario acts as an “Agent” of a “Health Information Custodian,” (HIC), in this case the hospital that has contacted us for assistance. In this capacity, we provide service and collect information on behalf of the hospital.

The Repatriation Tool (a component of the Provincial Hospital Resource System) – For the purposes of the Repatriation Tool within the Provincial Hospital Resource System, CritiCall Ontario acts as a “Health Information Network Provider.” The Repatriation Tool enables hospitals to collect, use, modify, disclose and retain personal health information and other information necessary for the purpose of transferring patients from highly specialized acute care hospitals to other acute care hospitals for the remainder of their care.

The Critical Care Information System – For the purposes of the Critical Care Information System (CCIS), CritiCall Ontario acts on behalf of Hamilton Health Sciences, the “Prescribed Person” in relation to the CCIS. In this capacity, CritiCall Ontario must fulfill the requirements of a ‘Prescribed Person’ under the Personal Health Information Protection Act (PHIPA) and its regulation which includes having its information management practices reviewed and approved by the Information and Privacy Commissioner of Ontario (IPC) every three years. HHS/CritiCall Ontario’s practices and procedures, in respect of the CCIS received IPC approval on October 31, 2023, for a further three years. Documentation from this review is publicly available on the website of the IPC. All CCIS Privacy and Security related policies and procedures are available to CCIS users through the CCIS Document Library and to others, upon request to the CritiCall Ontario Privacy Manager.

Any inquiries, concerns or complaints related to CritiCall Ontario’s privacy policies, procedures, and practices or about CritiCall Ontario’s compliance with PHIPA and its regulation, can be directed to the CritiCall Ontario Privacy Manager in writing or by telephone:

Email: privacy@criticall.org
Telephone: (289) 396-7000
Mail: CritiCall Privacy Manager
1725 Upper James Street
Suite 200
Hamilton, ON
L9B 1K7

CritiCall Ontario also makes contact information for the Information and Privacy Commissioner of Ontario available on its website:

Information and Privacy Commissioner of Ontario
Email: info@ipc.on.ca
Telephone: (416) 326-3333 or 1-800-387-0073
Mail: 2 Bloor Street
Suite 1400
Toronto, ON
M4W 1A8