IMPORTANT: PLEASE READ BEFORE USING THIS SERVICE
This chat service is not actively monitored by any person. Conversations are not reviewed in real time, and no one will see, respond to, or act on anything you write in real time. This Service cannot detect emergencies, dispatch help, or contact anyone on your behalf.
This Service is not a substitute for professional, medical, or emergency assistance.
If you or someone else is in danger or experiencing a crisis, do not use this Service. Call 9-1-1 or go to your nearest hospital emergency room immediately. For mental health crisis support in Canada, you can also call or text 9-8-8 (Suicide Crisis Helpline), available 24/7.
Definitions
AI Assistant: The artificial intelligence feature available within the Felix Health (the “Application”), which uses large language model technology to provide Health Information to Users based on their Personal Health Information and general medical knowledge.
AI Model(s): The large language model(s) used to power the AI Assistant, accessed through Amazon Web Services Bedrock (“AWS Bedrock”). Available models may include, but are not limited to, those developed by Anthropic, Amazon, Meta, Mistral AI, Cohere, and AI21 Labs.
Applicable Law: All federal, provincial, and territorial laws and regulations applicable to Felix Health and/or Users, including privacy legislation governing Personal Health Information.
AWS Bedrock: Amazon Web Services’ managed AI model service used by Felix Health to power the AI Assistant. All AI processing through AWS Bedrock occurs within Canadian data centre regions.
Canadian Data Centre Regions: AWS infrastructure physically located in Canada, including the AWS Canada (Central) region in Montreal, Quebec and/or the AWS Canada (West) region in Calgary, Alberta.
Health Information: General health-related information, educational content, explanations of medical terminology, and summaries or interpretations of your Personal Health Information generated by the AI Assistant. Health Information is expressly not Medical Advice.
Medical Advice: A professional clinical recommendation, diagnosis, treatment plan, prescription, or clinical decision directed at a specific individual by a licensed health professional. The AI Assistant does not provide Medical Advice.
Personal Health Information or PHI: Information about an identifiable individual’s physical or mental health, health history, health care, or payment for health care, as defined under Applicable Law, including the Personal Health Information Protection Act (Ontario), the Health Information Acts (Alberta, Prince Edward Island, respectively), the Personal Health Information Acts (Manitoba, Newfoundland and Labrador, Nova Scotia, respectively), the Health Information Protection Act (Saskatchewan), and equivalent legislation in other Canadian provinces and territories. At the federal level, the Personal Information Protection and Electronic Documents Act (PIPEDA) and any successor legislation also apply.
User: (hereinafter “you” or “your”) An individual registered to use the Application who has been given access to the AI Assistant.
I acknowledge that I have read and fully understand the risks, limitations, conditions of use, and instructions for use of the AI Assistant, as more fully described in this consent and in Felix Health’s Terms of Use and Privacy Policy. I understand and accept the risks outlined in this consent and I consent to the conditions set out herein. I understand that by continuing to use the AI Assistant, I agree to be bound by this consent.
I acknowledge that I may, at any time, withdraw my consent to use the AI Assistant by submitting a written request to Felix Health’s Privacy Officer. Withdrawal of consent will not affect my access to other features of the Application, but will limit my ability to access the AI Assistant.
Any questions I had have been answered. If I have any further questions or concerns regarding the handling or storage of my Personal Health Information in connection with the AI Assistant, I understand that I can review Felix Health’s Privacy Policy and/or reach out to the Felix Health Privacy Officer at [email protected] at any time.
What the AI Assistant Does
The AI Assistant is designed to help you understand and navigate your Personal Health Information. The AI Assistant accesses your medical records stored within the Application, which may include your medical history, diagnoses, medications, laboratory results, imaging reports, clinical notes, and care plans, to provide you with Health Information in response to your queries.
The AI Assistant may:
- Access and review your PHI stored within the Application to answer your questions
- Generate summaries, explanations, and natural-language responses based on your PHI
- Provide general health education and contextual information related to conditions or treatments referenced in your health record
- Assist you in preparing questions for your healthcare provider
- Explain medical terminology referenced in your records
The AI Assistant is not a medical professional and does not provide Medical Advice. Any content generated by the AI Assistant does not constitute and should not be relied upon as Medical Advice. You must not make any healthcare decision – including any decision to start, stop, or change any medication, treatment, or care plan – based solely on information provided by the AI Assistant. Always consult a qualified, licensed healthcare professional before making any healthcare decision.
Content, responses, outputs, recommendations, suggestions, or other materials generated by the AI Assistant are produced automatically through AI Models, and do not represent the views, opinions, beliefs, policies, or positions of Felix Health, its affiliates, employees, contractors, partners, or licensors, and should not be attributed to Felix Health.
To securely seek healthcare services, please sign in to your account. In case of emergency, please attend your nearest emergency room or call 911.
AI Technology
The AI Assistant is powered by AI Models accessed through AWS Bedrock. Felix Health has implemented the AI Assistant using AWS Bedrock specifically because its Canadian infrastructure ensures that your PHI is processed via cross-region inference and stored within Canadian data centres.
The following applies to the AI technology infrastructure:
- All AI inference (processing) occurs within Canadian Data Centre Regions through cross-region inference. AWS Bedrock provides access to AI Models from multiple third-party providers. Felix Health may use any AI Model available through AWS Bedrock’s Canadian regions, and the AI Model used may change from time to time without prior notice, provided your data remains within Canada.
- Your PHI will not be used to train, fine-tune, or otherwise update any AI Model without your separate and explicit written consent.
- Amazon Web Services, Inc. and/or its Canadian affiliates act as a data processor on behalf of Felix Health. AWS processes your PHI solely for the purpose of providing the AI Assistant service and is contractually prohibited from using your data for its own purposes.
- All data transmitted to and from AWS Bedrock is encrypted in transit and at rest using industry-standard protocols.
Risks of Using the AI Assistant
While Felix Health takes reasonable measures to ensure the reliability and security of the AI Assistant, the following risks are associated with its use:
- AI Models may generate factually incorrect or misleading statements that appear plausible (“hallucination”). You should not rely on AI-generated content without independent verification by a healthcare professional.
- AI Models may not reflect the most current medical research, clinical guidelines, or treatment options. The knowledge of any given AI Model has a training cutoff date after which it may not have access to updated information.
- AI Models may misinterpret complex, ambiguous, or incomplete medical records or medical information, potentially resulting in responses that are incomplete or not applicable to your circumstances.
- AI Models may reflect biases present in their training data that could affect the relevance or appropriateness of responses for certain patient populations.
- Despite reasonable security measures, it is not possible to guarantee complete security of information transmitted through or processed by digital systems, including the AI Assistant.
- Communications with and through the AI Assistant may be disclosed in accordance with a duty to report or a court order.
Privacy and Data Use
When you interact with the AI Assistant, we may collect and use your PHI, including information you choose to include in your queries and information drawn from your existing medical records within the Application. This may include:
- Personal Information: name, date of birth, address, email, phone number
- Health Information: diagnoses, medical history, medications, allergies, laboratory results, imaging, clinical notes, biological parameters
- AI Interaction Data: your queries to the AI Assistant and the AI Assistant’s responses
This information is collected for the purposes of providing and operating the AI Assistant, quality assurance and safety monitoring, error correction, legal compliance, and improving the Application through the analysis of aggregated, de-identified data. AI interaction records may be reviewed by Felix Health support and clinical oversight staff.
Felix Health will not share your PHI with third parties beyond those necessary to operate the AI Assistant and the Application, which currently includes AWS. Felix Health and AWS will not share your information with additional third parties unless Felix Health has your consent or is required by law to do so.
Generated content by the AI Assistant may contain links to or provide access to third-party websites, content, or services that are not owned, operated, or controlled by Felix Health. Such third-party services are provided solely for convenience, and Felix Health does not endorse, monitor, verify, or assume responsibility for any third-party websites or content. Your access to and use of any third-party websites or services is at your own risk and may be subject to separate terms, conditions, and privacy policies imposed by those third parties.
You agree to inform Felix Health if you no longer wish to have the AI Assistant access your PHI or other information by contacting [email protected].
Data Security and Retention
Felix Health implements administrative, physical, and technical safeguards to protect your PHI from unauthorized access, use, or disclosure. These include encryption of data in transit and at rest, access controls, regular security assessments, audit logging of AI Assistant interactions, and contractual security obligations imposed on service providers including AWS.
AI interaction logs are retained for a maximum of 10 years from the date of each interaction. Your PHI is retained in accordance with Felix Health’s records retention policy and Applicable Law. Upon request, or upon termination of your account, your PHI will be securely destroyed or de-identified in accordance with Applicable Law.
In the event of a privacy breach that poses a real risk of significant harm to you, Felix Health will notify you and, where required, the applicable privacy commissioner, in accordance with mandatory breach notification obligations under PIPEDA and/or applicable provincial health privacy legislation.
Conditions of Using the AI Assistant
- The AI Assistant is not to be used for medical emergencies or other time-sensitive matters. If your condition appears serious or rapidly worsens, do not use the AI Assistant. Call 911 or attend your nearest emergency department.
- The AI Assistant does not replace virtual or in-person clinical examination, professional medical consultation, or emergency care. You are responsible for following up with a healthcare provider when warranted.
- AI-generated content will be retained as part of your interaction history within the Application. Staff authorized to access your account, including clinical oversight and support personnel, may have access to these interactions.
- Felix Health may update or change the AI Model(s) powering the AI Assistant at any time, and will notify you of any changes to the system that may materially affect your decision to consent.
- You agree not to attempt to deconstruct, reverse engineer, alter, manipulate, interfere with, damage, disable, disrupt, or otherwise circumvent the AI Assistant or any related systems, software, or infrastructure. Unauthorized access or interference is strictly prohibited.
- You agree to use the AI Assistant only in compliance with all applicable local, provincial, national, and international laws, regulations, and legal obligations, including the Felix Health Terms of Use and Privacy Policy. It is prohibited to use the AI Assistant to engage in, promote, facilitate, or assist any unlawful, fraudulent, harmful, or deceptive activity.
- You represent that any information you share with the AI Assistant does not violate any intellectual property right, privacy right, or any other rights of any third party.
- You agree to not use the AI Assistant to impersonate, imitate, or falsely represent yourself as another individual, entity, or organization. This includes, without limitation, using another person’s name, likeness, credentials, email address, title, or other identifying information in a deceptive or misleading manner.
- If you do not receive the response required, or if you have concerns about the accuracy of information provided, you are responsible for contacting a healthcare professional or Felix Health support directly.
Nature and Scope of AI Assistant Services
The AI Assistant is available to individuals located in provinces and territories served by the Application. The AI services available to you may depend on your province or territory of residence and Applicable Law in that jurisdiction.
The AI Assistant does not have access to the totality of your health history outside of the information stored within your Application account. The accuracy and relevance of responses depends on the completeness of the information available to it. Felix Health relies on you to ensure your health record within the Application is reasonably up to date.
No results, outcomes, or health improvements are guaranteed or assured in connection with the use of the AI Assistant. Felix Health reserves the right to limit, suspend, or discontinue access to the AI Assistant at any time and for any reason, including for maintenance, legal compliance, or patient safety purposes.
Any violation of prohibited use restrictions herein may result in the suspension, restriction, or termination of your access to the AI Assistant, at the sole discretion of Felix Health and without prior notice where permitted by law. Felix Health reserves the right to investigate suspected violations and take appropriate action, including removing content, limiting functionality, suspending or permanently revoking access. Such action may be taken where Felix Health reasonably believes your conduct violates these terms, creates legal, security, or reputational risks, interferes with the operation or security of the AI Assistant, or infringes upon the rights of others.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, FELIX HEALTH EXPRESSLY DISCLAIMS ALL LIABILITY FOR ANY DIRECT OR INDIRECT DAMAGES ARISING FROM YOUR USE OF OR RELIANCE ON THE AI ASSISTANT OR THE CONTENT PROVIDED THROUGH IT, INCLUDING, WITHOUT LIMITATION, RESPONSIBILITY FOR ANY INACCURACIES, ERRORS, OMISSIONS, BIASES, OR UNINTENDED OUTPUTS GENERATED BY THE AI ASSISTANT. THE AI ASSISTANT IS PROVIDED “AS IS” WITHOUT WARRANTY OF ANY KIND.
Nothing in this consent excludes liability that cannot be excluded under Applicable Law, including liability for gross negligence, fraud, or wilful misconduct.
For additional information, please refer to Felix Health’s Terms of Use and Privacy Policy.