Privacy & Confidentiality Policy

Our privacy and confidentiality policy details what we do to protect your privacy.

This Privacy Policy explains:

  • What kind of information we collect and hold about our clients and prospective clients
  • How and why we collect it
  • What we do with that information, who we share it with and when
  • Your rights in relation to your personal information

By providing us with personal information, you consent to the terms of this Privacy Policy and the types of disclosure covered by this Policy.

What kind of information do we collect?

This clinic collects a range of health, personal and potentially sensitive information about our clients and prospective clients that is necessary to provide a quality health service. This may include the following:

  • Name, date of birth, address, email address, contact numbers
  • Information about your family, relatives or key contact people
  • Health fund details
  • Government identifiers such as Medicare number, DVA number etc.
  • Other health and information about you such as a record of your symptoms, your relevant medical history, the diagnosis made and the treatment decisions made. This could include specialist reports, scans and test results.
  • Social, personal and employment history relevant to your case

You do not have to give us your personal information. However, if you choose not to give us personal information, we may not be able to provide the services you need.

How do we collect and hold your personal information?

We generally collect personal information about you through the following methods:

  • Directly from you when you give us your details (e.g., by completing the New Patient Questionnaire, during a consultation, face to face, over the phone)
  • When you pay your bill or make an appointment
  • Enquiries or complaints
  • From a third party when we are permitted by law to do so e.g.
    • Medical professionals (such as general practitioners, allied health professionals, specialists etc.)
    • Third party government agencies (e.g., Department of Veteran Affairs and Medicare)
    • Private health insurers
    • Solicitors and lawyers
    • Worker’s compensation and insurance companies

Why do we collect and use this information?

We collect personal information about you in order to provide you with the best possible health care, and to communicate with you and others involved in your care in relation to those services. Examples of how we use this information include:

  • Administrative purposes in running our clinic
  • Billing and accounts purposes
  • To contact you about your ongoing treatment including sending information by e-mail.
  • To liaise with other medical professionals who may be involved in your care.
  • Direct marketing purposes, mail and email reminders, and sending communication to you about our products and services
  • Accreditation and quality assurance activities
  • For the purposes of research and statistical analysis (only de-identified information is used unless otherwise specified)
  • To comply with any legislative or regulatory requirements

When and why might we share information about you with others?

We will only disclose personal information in accordance with the Privacy Act. If you do not want your health information provided to other health providers or organisations, you must notify the clinic. We will accommodate your request provided that the disclosure is not required by law.

Personal information may be disclosed for the following purposes:

  • To comply with legal and regulatory obligations
  • For use by a multidisciplinary treating team
  • To get test results from diagnostic and pathology services
  • To claim on insurance
  • To communicate with your health fund, with government and other regulatory bodies such as Medicare
  • To help us manage our accounts and administrative services
  • Direct marketing purposes, mail and email reminders
  • Reminder services notifying patients of upcoming appointments in the form of a phone call, SMS or email

Where we outsource services, we take reasonable steps to ensure that third parties comply with all laws relating to the privacy, security and confidentiality of your personal information.

We do not disclose your information for commercial purposes.

How do we keep your information safe?

We take appropriate security measures to ensure your personal information is protected from unauthorised access, loss, misuse, disclosure or alteration. Your personal information is stored in secure electronic databases with appropriate security procedures and technology to ensure your personal information is protected.

What are your Health Information Rights?

In accordance with privacy legislation, you are entitled to access any information that we keep about you, including your records, clinical notes, images and reports. Your request needs to be in writing and addressed to the principal physiotherapist or clinic manager, detailing the information needed, signed and dated. A fee may apply for administration time in copying the file and preparing the files for release.

If you have concerns about how we have handled your privacy, we encourage you to raise any concerns that you may have in writing. We will take action to fix any problems, within reason. If you are not satisfied with our response, you may lodge a privacy complaint with the Office of the Australian Information Commissioner.

Phone: 1300 363 992

Other policies and answers can be found in our Frequently Asked Questions page.