FAQs
What are some of the most common questions we're asked?
Treatments are by appointment only, please check out our online booking calendar or call the office as our hours vary.
We require 48 hours notice of a cancellation or rescheduling of an appointment. If 48 hours notice is not given the full appointment fee will be charged to the patient. Payment is due prior to subsequent appointments.
Your appointment time is reserved for you, please arrive early to avoid being late for you’re appointment. If you are late we will do our best to accommodate you within the remaining appointment time. You are responsible for the cost of the originally booked appointment.
Each individual extended health plan varies; please contact your insurer for information on your coverage. They may also require a referral from your MD.
Please arrive 10 minutes early, we require you to fill out a health history form if you have not already done so online. Your therapist will go through your health history form with you, followed by an assessment and establish treatment goals with you. Following an agreed upon course of treatment they will have you disrobe to your level of comfort, you will be fully covered under sheets and only the body part being worked on will be uncovered. Following treatment, your therapist will go over any home care needed.
Every individuals treatment needs will vary, your therapist can give you a better idea of how frequently you will need to come in after your first treatment.
Privacy Policy
Lake City Wellness
Updated: September 09, 2025
1. Information We Collect
We may collect the following types of information:
- Personal Information: name, contact details, date of birth, emergency contact information.
- Health Information: medical history, treatment notes, referral information, insurance details, and other
information necessary to provide safe and effective care.
- Administrative Information: billing records, appointment history, and payment details.
2. How We Use Your Information
Your information is collected and used for the following purposes:
- To provide safe, effective, and individualized care.
- To maintain accurate health and treatment records.
- To communicate with you regarding appointments, treatment, and clinic updates.
- To process payments and insurance claims (if applicable).
- To meet professional, legal, and regulatory requirements.
3. How We Share Your Information
We do not sell or trade your personal information. We may share your information only in the following
circumstances:
- With other healthcare providers involved in your care, with your consent.
- With insurers or third parties as required for billing, with your consent.
- When required by law (e.g., public health reporting, court orders).
- To protect the safety of you, our staff, or the public in urgent situations.
4. Safeguarding Your Information
We take reasonable steps to ensure that your personal and health information is protected:
- Secure electronic and paper records.
- Restricted access to authorized staff and contractors.
- Confidential storage and secure disposal of outdated records.
5. Your Rights
You have the right to:
- Access and request a copy of your personal health records.
- Request corrections to inaccurate or incomplete information.
- Withdraw consent to share your information (subject to legal and professional obligations).
- Ask questions or raise concerns about our privacy practices.
6. Retention of Records
We are required by law to retain personal health records for a minimum of 16 years from the date of your last visit
(or, in the case of minors, 16 years past the date they reach the age of majority). After this period, records are
securely destroyed in a manner that protects your privacy and confidentiality.
7. Contact Us
If you have any questions, concerns, or requests regarding your personal information, please contact:
Lake City Wellness
Privacy Officer: Sarah Neumann
Email: info@lakecitywellness.ca
Phone: 236-422-4633
Address: 202-300 Riverside Drive, Penticton, BC V2A 9C9