PRIVACY POLICY
Our commitment to your privacy
We are committed to handling personal information about you, including health information about you, in accordance with the requirements of the Commonwealth Privacy Act 1988.
In this Policy, we explain:
what kind of information we collect and hold about you
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
whether we are likely to disclose information about you to overseas recipients.
What kind of personal information do we collect about you?
We collect and hold the following kind of information about you:
your name, address, date of birth, email and contact details
information about your family or relatives
information about other health professionals involved in your care
other health information about you such as: a record of your symptoms, your relevant medical history, the diagnosis made and the treatment we give you:
specialist reports
test results
your appointment and billing details
your prescriptions
your exercise and rehabilitation programs
other information about you collected for the purposes of providing care to you.
How do we collect and hold your personal information?
We will generally collect personal information about you in these ways:
directly from you when you give us your details (eg, face-to-face, over the phone, via registration form or an online form)
from a person responsible for you
from a third party where we are permitted by law to do that (eg. other health care professionals involved in your care).
Why do we collect and use information about you?
We primarily collect and use personal information about you to provide our physiotherapy services to you and to communicate with you and others involved in your care in relation to those services.
We also sometimes use that information for other purposes, including:
to help us manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, management of our IT systems and
to conduct accreditation, quality assurance or internal audits.
Use of practice management, clinical documentation and exercise-prescription software
We use the following software to help us deliver safe, well-documented care and to run our practice:
Cliniko — our practice management software, used for appointment bookings, clinical records and invoicing.
Heidi — an AI-assisted clinical documentation tool. With your consent, audio from your consultation may be processed by Heidi to produce a draft summary of your session, which your practitioner reviews, edits and finalises before it is saved to your clinical record. You may decline the use of this tool for any consultation by telling your practitioner — this will not affect the care you receive.
Physitrack — used to prescribe and deliver your home exercise program, and to enable telehealth consultations where applicable.
When and why might we share information about you with others?
We may disclose information about you to others outside of our practice as permitted or required under law. This will include situations where we disclose information about you in order:
to comply with our legal obligations (eg. mandatory reporting under legislation, responding to a court order or subpoena)
to consult with other health professionals involved in your healthcare
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 (eg. billing or debt recovery, arrangements with health funds, pursuing unpaid accounts etc.)
with our software providers — Cliniko, Heidi and Physitrack — who help us deliver our services to you, as described above
to process payments, using our payment processor (Stripe)
to lessen or prevent a serious threat to a patient's life, health or safety or a serious threat to public health or safety
to help in locating a missing person
to prepare the defence of anticipated or existing legal proceedings
to discharge notification obligations to liability insurers.
Your right to seek access to and to seek correction of the information we hold about you
You have the right to seek access to and correction of the personal information we hold about you.
We will normally respond to your request within 30 days. To make the request, you should contact us via email at hello@katcarterphysio.com.au or via the contact button online at https://www.katcarterphysio.com.au/contact
If you think that the information we hold about you is not correct, let us know in writing. We will take reasonable steps to correct your personal information where the information is not accurate or up-to-date. From time to time, we may also ask you to verify that the information we hold about you is correct and current. And please notify us if and when your contact details change.
Security: how we hold your personal information
We take reasonable steps to protect the information we hold about you. These are designed to prevent unauthorised access, modification or disclosure and to prevent misuse and loss.
This includes:
holding information in secure cloud storage
use of practice management software (Cliniko)
use of AI-assisted clinical documentation software (Heidi)
use of exercise-prescription (Physitrack)
use of a secure payment processor (Stripe)
providing staff with training or induction etc. about confidentiality and (in particular) security issues
access to information restricted on a 'need to know' basis and
strong password protections and multi-factor authentication when accessing the information
Your right to receive treatment from us anonymously (or by using a pseudonym)
Where it is lawful and practicable for us to do so, you can be treated anonymously or through use of a pseudonym (a name other than yours).
Disclosing information about you overseas
We use a number of third-party software providers to help us deliver our services. While your information is primarily stored on servers located in Australia, some of these providers use overseas subprocessors or overseas backup locations, specifically:
Cliniko stores data on Australian servers, but uses subprocessors located in Australia and the United States for services such as web hosting and payment processing.
Heidi stores data in Australia, but some supporting functionality may rely on services located overseas.
Physitrack stores data on Australian servers, with backups held in Ireland.
Stripe (our payment processor) transfers payment information to the United States as part of processing your payment, and may use other overseas sub-processors as part of its global payment infrastructure.
Where your information is disclosed overseas in this way, we take reasonable steps to ensure it continues to be protected consistently with the Australian Privacy Principles, including through the contractual data protection safeguards each of these providers has in place.
If you have a privacy-related concern about us
If you have concerns about the way we've handled your privacy, let us know. You should do that in writing. We will then try to respond to you within 30 days.
If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commission, whose contact details are:
Phone: 1300 363 992
Email: enquiries@oaic.gov.au
Post: GPO Box 5218 Sydney New South Wales 2001
Website: https://www.oaic.gov.au/privacy/privacy-complaints/
Updating this policy
We will update this policy from time to time, to reflect any changes in our information-handling practices or the law or both.
We will notify you of changes to the policy by updating the policy on the website.
How to contact us
To contact us about any privacy related issues, please approach: hello@katcarterphysio.com.au