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Scope of the sanoMidLife Service

sanoMidLife services provide convenient access to virtual healthcare through interactive messaging, electronic communication, and audio or video appointments with the sano Clinicians and Care Team licensed professionals, including nurse practitioners, naturopathic doctors, and health coaches.

Receiving virtual care services from sanoMidLife service comes with limitations, such as technological constraints for specific symptoms or health conditions that require in-person evaluation and physical examination. Additionally, medical treatment may be limited due to the lack of access to complete and up-to-date medical records and health history. Your accurate and honest description of your medical history is crucial for effective use of these services.

The sanoMidLife service is not intended for emergency or urgent on-demand healthcare. The SanoMidLife service is not intended to replace primary care services with your own family doctor or Nurse Practitioner. The sanoMidLife service is not intended to conflict or contradict previously assessed dispositions. If you believe you are facing an emergency, call 911 immediately or go to your nearest Emergency Department or urgent care clinic. You agree to seek emergency help or follow-up care as recommended by the sano Clinicians and Care Team.

sanoMidLife Clinician Care

At sanoLiving, our Clinician team comprises Nurse Practitioners, Naturopaths, Nurses, and other healthcare professionals dedicated to enhancing your well-being. Although, we tailor treatment methods to cater your unique needs, considering factors such as your medical history, current health status, goals, and preferred approach to treatment, there is no specific prescriptive guarantee.

For those opting for care with a sano Naturopath, treatment may encompass supplementation, nutrition, botanical medicine, lifestyle adjustments, homeopathy, or detoxification techniques. It's essential for members to comprehend the diagnostic and therapeutic procedures recommended by the sano naturopathic Clinician.

Furthermore, it's imperative to note that any prescribed treatments, whether from a Nurse Practitioner or Naturopath, will be communicated and shared with your primary care provider. This ensures seamless coordination of care and comprehensive support for your health journey.

While we strive to provide the best possible healthcare services, it is important to note that results cannot be guaranteed. Our sano Clinicians and Care Team assess each case individually and may determine that certain treatments, medications, or supplementation are not suitable for your specific concerns. Our clinicians reserve the right to discontinue services at their discretion, at any time, for any reason.

Please be aware that telehealth regulations vary by province, which may affect the availability of our sanoMidLife services in specific jurisdictions. While these services are generally accessible across most Canadian provinces and territories, there may be limitations in certain areas. Additionally, access to external healthcare professionals and primary providers may restrict options within the treatment plan in some areas of Canada.

Prescriptions provided by our sano Clinicians are intended solely for the use of the individual named on the prescription; and remains confidential information. Members participation on social media regarding their clinician, prescription or treatment plan is a violation of our privacy policy. It is crucial to carefully review all product information and labels accompanying your prescription. Should you have any questions or concerns regarding your prescription or medication, please do not hesitate to reach out to your sano Clinician, Care Team, or pharmacist for guidance.

sanoMidLife Platform

To use the Platform, you must be a registered Member, and agree that all information provided by you is true, accurate, current, and complete. To ensure efficient health care identification and treatment fulfillment, we will require members to submit a photo of their valid health card and a government-issued ID with a photo.

Additionally, you may need to provide payment and banking information for fees related to no-shows, canceled appointments, and any testing that is not covered by your Canadian health plan.

Transferring, selling, or granting access to your sanoMidLife service account is not permitted.

Throughout our interactions, we may request details about your personal demographics, such as ethnicity/race, education level, and income/economic status. This information is vital for our analysis of access to care, understanding symptom prevalence, and identifying markers to enhance our services for you and our community. Your input directly contributes to our understanding of access to care and treatment successes. Please know that your information will be handled confidentially and will not be used to identify you personally.

sanoMidLife Communication

For our virtual appointments, sanoLiving requires consent from members before any recordings are made. Members may opt out of recording or stop it at any point during their appointment. We strictly adhere to privacy laws applicable to the member's location, such as the Personal Information Protection and Electronic Documents Act (PIPEDA) and provincial health information protection statutes, to ensure the confidentiality and security of personal health information

The purpose of recordings can vary, including enhancing care quality, reviewing medical consultations, or for educational purposes, all within the bounds of patient confidentiality agreements. sanoLiving is committed to the secure management, storage, and appropriate disposal of these recordings to uphold privacy and confidentiality.

When using the Platform for communication, adhere to the following guidelines:

• Use a secure, private setting without interruptions for virtual care encounters.
• Obtain consent from sano Clinicians and Care Team before recording any virtual encounters.
• Keep contact information accurate and updated.
• Discuss sensitive matters with caution as electronic communication may expose information to third parties.
• Refrain from behavior & conduct of demanding specific prescriptions, treatment plans or referrals from our Clinicians.
• Understand that sanoLiving Inc. has the legal right to monitor and store electronic communications.
• Be aware of the potential introduction of malware through electronic communications.
• Information may be disclosed as required by duty or court order, and certain video conferencing platforms may be susceptible to interception.

When engaging in email communication, follow these practices:

• Use a clear subject line (e.g., "prescription renewal") and include your case number or full name in the message.
• Review messages for clarity and provide all relevant information before sending.
• Understand that unencrypted communications, such as emails, may be susceptible to misdirection, interception, loss, or alteration without permission, thereby heightening the risk of unintended access by unknown recipients.
• Deleted electronic communications may persist in backup copies on computer systems.
• Confirm receipt of email communications from the sano Clinician and Care Team.
• Safeguard confidentiality by using screen savers and securing passwords.
• Verify the identity of the sender and recipient to mitigate the risk of falsification.

sanoMidLife Appointments

When booking your sanoMidLife virtual appointment, you'll receive information about its duration. All interactions with our clinicians occur exclusively through the Platform. At sanoLiving Inc., we value your autonomy, and our clinicians are empowered to determine the most suitable treatment approach for you. We value the insight and clinical expertise of our clinicians and will not provide second opinions on any prescriptions or treatment plans already deemed unsuitable.

To ensure a successful appointment, members must have a reliable internet connection, functioning camera and microphone, and select a quiet, distraction-free environment. Member focus is essential, and if a clinician feels uncomfortable or if the member is distracted, they reserve the right to end the appointment.

In the event of connectivity issues or technical failures during the appointment, the clinician will attempt to contact the member by phone to continue or reschedule the session.

Should a breakdown in the connection occur, members can request a change through the Platform. Respect, understanding, and patience is fundamental to our relationship. Any form of aggressive behavior will not be tolerated, and the clinician or coach will end the appointment promptly if such behavior is displayed. Members can report inappropriate behavior to our Operations team at salinah@sanoliving.ai.

While we strive to minimize disruptions to appointments, unforeseen circumstances such as illness or personal emergencies may occasionally render a scheduled clinician or coach unavailable. In such cases, affected members will be promptly notified and provided with alternative options. Members can choose to proceed with a different clinician or coach or reschedule the appointment for a later date. The sano Clinician or Care Team will manage the update or rescheduling process on behalf of the member, unless otherwise requested.

sanoMidLife Fees

Payment Terms:

• All members must keep a valid credit card on file.
• The credit card will be used to cover costs not covered by insurance or benefit plans.
• In cases of a no-show or late cancellation (less than 24 hours' notice) of a scheduled appointment, a fee will be charged to the credit card on file:
  1. $60.00 fee for Coach appointments.
  2. $90.00 fee for Clinician appointments

Initial Virtual Appointments:

• If a member decides not to continue after the initial virtual appointments with the sano Coach, a one-time fee of $60 will be charged directly.

Appointment Changes:

• Members must provide at least 24 hours' notice to cancel or reschedule appointments.
• Changes can be made through the Platform.

Additional Fees:

• Specific fees, such as prescription and dispensing fees, supplementation, required and/or recommended testing, and costs from external service providers, are not covered under the sanoMidLife Service costs.

Consent

• Communication: I consent to the recording of my virtual appointments, with the understanding that I have the option to decline recording at any time.
• Informed Decision: I am fully informed on the sanoMidLife treatment plan, understanding its potential benefits, inherent risks, and the spectrum of alternative treatments available and shall hold blameless, any and all treating providers, for any non-optimal outcome or complication.
• Financial: I acknowledge that certain fees are not included in the sanoMidLife Service cost—these include prescription and dispensing fees, supplemental costs, expenses for required testing, lab processing and charges from external service providers, and penalties for cancellations or unattended appointments.
• Treatment Approach: I am aware that opting for a Naturopathic Clinician might entail a different treatment approach compared to that of medical doctors or other conventional healthcare practitioners, and shall hold blameless, without social media defamation, College complaint, or any other negative connotation towards any and all practitioners involved in my care, including any complications arising from my treatment plan.
• Scope of Service Understanding: I recognize that sanoMidLife offers supportive care and is not a substitute for primary healthcare or a diagnostic entity. It does not facilitate in-person care or examinations.
• Healthcare Choice: I retain the right to consult or continue consulting with any licensed healthcare professional eligible to practice within my province and will make this clear, known and available to the sanoMidLife team. 
• Privacy: For any privacy-related inquiries or concerns, I am directed to the sanoLiving Privacy Policy or can reach out to the Privacy Officer at privacy@sanoliving.ai.
• Use of Information: I understand that sanoLiving will use the personal information collected from my Assessment, Medical Intake and appointments with my Coach and Clinician to create a Care Plan for me. They’ll also use this information to recommend treatment options and other resources. In particular, sanoLiving will use and disclose my personal information identified in this Consent in the following ways:
  1. For authorized sanoLiving management employees to manage the Service and analyze its effectiveness. Specifically, for the purposes of:
     • Assessing and improving the quality of Services provided;
     • Monitoring the rate of participation in the Service; and
     • Responding to inquiries about a participant’s experience.
  2. To share updates with my primary care physician (when applicable) for the purpose of coordinating and managing my healthcare needs effectively as I progress through the Service. This may include, but is not limited to, medical history, diagnoses, treatment plans, medications, laboratory results, and any other relevant health information deemed necessary for my ongoing care.
  3. To understand the interest and success of the Service, sanoLiving will share limited information with my Group Benefits Provider and/or Employer. When doing so, sanoLiving will not disclose any personally identifying information, such as name, date of birth, contact information or personal health information. sanoLiving will share aggregate information regarding the level of engagement in the program, assessment information and how participants progress throughout the program.