Why and when your consent is necessary
When you register as a client of our practice, you provide consent for our physiotherapists, other allied health professionals and practice staff, to access and use your personal information so that we can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our main purpose for collecting, using and disclosing your personal information is to manage your health. Our practice will need to collect information to provide appropriate healthcare services to you. We may use it in relation to private health claims, financial claims and payments, practice audits, accreditation, and business processes (e.g. new staff training).
What personal information do we collect?
The information we will collect about you includes:
- Names, date of birth, addresses, contact details
- Medical information including medical history, medications, allergies, adverse events, Immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes
- Healthcare identifiers
- Health fund details.
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so, or unless we are required or authorised by law to only deal with identified individuals.
How do we collect your personal information?
Our practice may collect your personal information in different ways. You may book online where you provide your own contact details in order to book an appointment. When you make your first appointment our practice staff will collect your personal and demographic information via your registration. During the course of providing medical services, we may have to collect further personal information.
Information can be collected through electronic means such as Healthlink, My Health Record, e.g. via Shared Health Summary, Event Summary. We may collect information when you send us an email, SMS, telephone us, make an online appointment or communicate with us using social media.
In some circumstances personal information may be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
- Your guardian or responsible person
- Other healthcare providers, such as GPs, specialists, other allied health professionals, hospitals, community health services and pathology and diagnostic imaging services.
- Your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).
When, why and with whom do we share your personal information?
Our practice aims to send and receive information securely by using systems such as Medinexus Healthlink, e-health systems or Australia Post. We do not exchange emails with you, unless the you give us permission to do so.
If you have been referred by your GP or a specialist, your physio will communicate progress with them in writing, and if you have given the name of your GP or specialist this is also implied consent to allow communication with that contact, unless you tell us otherwise. Any third parties are required to comply with Australian Privacy Principles and current laws.
We sometimes need to share your personal information:
- With other healthcare providers (e.g. your GP, your referral source, someone else you need to see to assist with your healthcare)
- When it is required or authorised by law (e.g. court subpoenas)
- If it is necessary to prevent a serious threat to your life, health or safety or public health or safety, or it is impractical to obtain your consent
- To assist in locating a missing person
- To establish, exercise or defend an equitable claim
- During the course of providing medical services, through a Team Care Arrangement, My Health Record (e.g. via Shared Health Summary, Event Summary).
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.
How do we store and protect your personal information?
Your personal information is stored electronically via a secure protected information software system. When paper records are used these are scanned in and then the paper copies destroyed via shredding within 3-5 working days. Our practice stores all personal information securely and responsibly.
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
We acknowledge you may request access to your medical records. We require you to put this request in writing and we will respond within 30 days to provide this information.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may request that we correct or update your information.
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.
Our practice manager will acknowledge receipt of the complaint immediately in writing and deal with the complaint within 30 working days.
To find out more about the Privacy Act, Health Identifiers Act and Australian Privacy Principles contact the Office of the Australian Information Commissioner (OAIC) www.oaic.gov.au
For assistance with a complaint, contact the OAIC. Generally, the OAIC requires you to give them time to respond before they will investigate.
For further information visit
1300 363 992.