Privacy Policy
Our commitment to your privacy
Complete Concept Physiotherapy, its subsidiaries and controlled entities take pride in delivering a personalised and friendly experience to each patient, client and employee. In doing so, we respect your privacy and are committed to complying with the Australian Privacy Principles (APPs) in the Privacy Act 1988. This Privacy Policy explains:
- What kind of information we collect and hold about our patients, clients and suppliers and prospective patients
- How and why we collect it
- What we do with that information and who we share it with (and when)
- Your right to seek access to , and if required correction of, the records we hold about you\
- Your right to make a privacy complaint, to us and others
Please note that any reference made to “we”, “our” or “us” refers to each member of the Complete Concept Physiotherapy Group.
Scope
This statement discloses our current Privacy Policy. If we make any changes to this policy, it will be announced on our website. If you have any questions or concerns regarding the Policy, please email admin@completeconceptphysio.com.au
Your personal information will not be shared or disclosed to any party other than what is outlined in this Policy, nor will it be used for any other purpose than what it was originally intended.
What Kind of information do we collect?
The Complete Concept Physiotherapy Group collects a range of personal information about their patient, clients and prospective clientele that may include the following:
- Name, date of birth, mailing and street address, email address, contact numbers
- Information about your family or relatives or key contact people
- Health fund details
- Any government identifiers such as Medicare number, DVA number. However, we do not use these for the purposes of identifying you in our practice
- 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. Other information could include:
- Specialist report
- Test results
- Your prescriptions
- Your healthcare identifier
- Other information for the purpose of providing care to you
- Occupation and employer
- Lifestyle and hobbies
How do we collect and hold your personal information?
We will 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 Form, face-to-face, over the phone or an online form, by entering a competition or leaving your information on a message system)
- From a person responsible for you
- Purchase over-the-counter or online products
- Enquiry or complaint
- Third party when we are permitted by law to do that e.g. Third party government agencies (like the Department of Veteran Affairs and Medicare)
- Private health insurers
- Solicitors, lawyers and worker’s compensation companies; and
- Medical professionals (such as general practitioners, allied health professionals, specialists etc).
Why do we collect and use this information?
We collect personal information that is necessary to provide you with the best possible health care to communicate with you and others involved in your care in relation to those services and and to maintain a high level of quality customer service. Examples include:
- Administrative purpose in running our clinics
- Billing purposes
- Accreditation and quality assurance activities to improve individual and community health care and practice management
- Direct marketing purposes, mail and email reminders
- 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
- Sending communication to you about our products and services
- Advise you if a clinic will be closing down, merging or relocating
- Contact you in the event we have received a special order
- Update your records and keep your contact details current
When and why might we share information about you with others?
The Complete Concept Physiotherapy Group may use personal information for the following purposes;
- To comply with our legal obligations (e.g. mandatory reporting under legislation, responding to a court order or subpoena)
- To consult with other health professionals involved in your healthcare, including health care providers outside the Complete Concept Physiotherapy Group.
- For use by a multidisciplinary treating team
- If you have a My Health Record, to upload and to download personal information about you from it
- 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 (e.g. billing or debt recover, arrangements with health funds, pursuing unpaid accounts etc).
- Provide patient and clients with products and services, advise of upcoming promotions, specials and sales
- Respond to enquiries and online orders
- To improve our products and services
- Develop and improve our website
- Direct marketing purposes, mail and email reminders
- Remind patients of upcoming appointments in the form of a phone call, SMS or email
- Advise clients and prospective clientele of meetings
- Inform a patient or client they have won a competition
- To transfer your records on the sale of a clinic at which you have been treated
- Respond to complaints and compliments you have made
- To lessen or prevent a serious threat to a patient’s life, health or safety or a serious threat to a public health or safety
- To help in locate a missing person
- To establish, exercise or defend an equitable claim through the My Health Record
- To prepare the defence of anticipated or existing legal proceedings
- To discharge notification obligations to liability insurers
We also outsource some of our services. This may involve us sharing your personal information with third parties. For example, we outsource the conduct of our patient reminders to a third-party provider.
We do not sell, trade, or rent personal information to others. We may share generic aggregated demographic information, or de-identified health records, not linked to any personal information, with our business partners, trusted affiliates and advertisers for the purposes outlined above, or to use for research purposes.
Want to know more?
If you have any questions or comments about any privacy-related issue, please contact:
E: admin@completeconceptphysio.com.au
T: (08) 6234 1813