Momentum - EMD Serono fertility patient portal

A question?

Call our 24/7 toll-free support line at 1-800-387-8479.

Privacy Policy

1. Scope

At EMD Serono, we respect your privacy and take seriously our duty to your Personal Data. This privacy policy provides information on the practices we take with your Personal Data for the Momentum Patient Support Program (“Momentum”) provided by EMD Serono, a division of EMD Inc., Canada (“us” or “we”). This privacy policy does not cover other programs or services provided by EMD Serono including websites or patient support programs for other products; those are governed by separate privacy policies. For the privacy policy that governs the website, please visit

We define Personal Data as information about you by which you can be identified, e.g., your name, your address or information on your treatment. It is also information which, when combined with other information, can identify you.

2. Which Personal Data will be collected?

In order to enroll you in Momentum, your healthcare professional (“HCP”) has provided us with certain information about you, as outlined on the enrolment form, including:

  • Your name and contact information (e.g., name, address, phone number, email address);
  • Personal health information
  • Payment and insurance information

We collect Personal Data from you directly or through your approved representative. Information may be provided verbally or may be provided in writing, online or through consent forms. Information may also be received from third-party contractors that provide services on our behalf. We only collect and you will only be asked to provide information that is necessary for the purpose(s) disclosed to you.

3. How will your Personal Data be used?

Your Personal Data will be used to provide Momentum services to you. This includes services provided directly by us such as responding to your requests, delivering materials directly to you such as brochures and medical supplies and providing you with the opportunity to participate in market research involving people using fertility medications or educational initiatives in your area. Additionally, we may use your Personal Data to send you information from time-to-time regarding related programs, products and services, that may not be available at the time of your enrollment into Momentum and may be of interest to you. Your Personal Data may be used by third party service providers as described below. We will never sell your Personal Data or use it for purposes not described in this Privacy Policy, without your permission.

Call monitoring

In order to provide exceptional customer service, we coach our customer care representatives on an ongoing basis. It is important for us to understand how our representatives are handling calls and the problems they may encounter. As such, if you have a telephone conversation with a representative, we may monitor the call for coaching and quality control purposes.

4. Who will access to your Personal Data?

Your data can be accessed by your doctor, nurses, clinical staff, relevant EMD Serono employees and others within your circle of care, in accordance with the conditions set forth in this Privacy Policy. Your Personal Data may be accessed incidentally by EMD Serono or its contractors when maintaining IT systems containing such Personal Data.

In certain circumstances, we share personal information with other parties in order to:

  • manage the delivery of products and services to you. We may share your personal information with other entities: payment processors, collection agencies, courier services, mailing houses, software developers, and third-party auditors.
  • provide specialty services to you. We may share personal information with contract Nursing Agencies to provide home injection training.
  • Support you via Momentum. We may share information with your prescribing physician.
  • Provide direct-to-home prescription delivery service. We may share information with the dispensing pharmacy.
  • To assist you with reimbursement from your insurance provider. We may share information with a third-party service provider specializing in such services.

We do not necessarily share your personal information with each and every type of company listed above. The personal information we share depends on the types of services that you request.

5. Where we store your Personal Data and how do we protect it?

We protect your privacy by using a combination of administrative, physical, and technical safeguards. These measures include single sign-on, two factor authentication, firewalls, intrusion protection, perimeter security, encryption, logging and monitoring. We store your personal information for as long as it is necessary to provide you with our programs, products, and services and for a reasonable time thereafter, or as permitted or required by law. Your Personal Data may be collected, used and disclosed and/or stored outside of your province/territory or country, and the privacy laws of those jurisdictions may be less stringent than the laws of Canada and/or your home province/territory, including the United States.

6. Data retention period

We will retain your Personal Data for as long as you are enrolled in Momentum and for the period of time that is required to provide treatment-related services to you. Your Personal Data may form part of your health record which is kept by your doctor. This means that your doctor decides how long your data will be stored according to the law.

7. Right to access, review, correct and object

You may request access to your Personal Data held by us and receive a copy of your Personal Data in a common electronic data format, in order to review, correct or object to its handling by us. Please contact our data protection officer in these cases If you want to have all of your data deleted, please also contact your doctor.

8. Consent

Your participation in the Momentum program constitutes your consent to the collection, use and disclosure of Personal Data as set out in this policy. 

In addition, you authorize us to obtain further information from your prescribing physician and health insurance company as deemed necessary to ensure the accuracy and completeness of your Personal Data and to administer the Program, and that such further information may include personal information and/or personal health information.

You understand that any financial assistance provided to you as a result of your enrolment in the Program may be reportable income to public or private payers or government agencies. You understand that you are solely responsible for any such reporting as well as ensuring compliance with accepting such financial assistance.

Your decision to participate in Momentum is independent from your treatment and entirely voluntary. You are free to change your mind and withdraw your consent in whole or in part by informing your healthcare practitioner or Momentum at any time. Please note that if you withdraw your consent, we will be unable to provide you with Momentum services.

Verbal consent to the practices identified in this policy will be confirmed by your Momentum nurse.

NOTE: If you are participating in a clinical study, the specific consent and related terms may remain applicable; please contact your specific trial doctor for more information.

9. Contact

If you have questions regarding the use of your Personal Data in relation with Momentum please contact our Data Protection Officer:, or at:

Data Privacy Officer

EMD Serono

2695 North Sheridan Way

Suite 200

Mississauga, ON

L5K 2N6


© 2022 EMD Serono. All rights reserved.

Importer & Distributor:

EMD Serono, A Division of EMD Inc., Canada

A business of Merck KGaA, Darmstadt, Germany 2695 North Sheridan Way, Suite 200 Mississauga, Ontario L5K 2N6 Canada

Last update: July 2022