At Level Up Physiotherapy we are committed to ensuring the privacy and confidentiality of your personal information. The purpose of this Privacy Policy is to clearly communicate to you how we handle your health information and data. It gives you a more complete understanding of the type of personal information that we may hold about you and the way we may deal with it.

This policy statement covers the following:

Why and when we collect your information.
How we use your information.
Disclosure of information.
Accuracy and Access.
How we Protect Your Information.
Changes

In order to provide you with physiotherapy services we will need to collect and use your relevant personal information. It is within your best interest to provide all relevant information about your presenting concern/s as well as any other information about your health that may affect options for treatment. You may choose to withhold information, however in doing so we may not be able to provide physiotherapy services.

Why we collect personal information

We collect only relevant and necessary personal information from you that allows us to provide the services you may need. We collect it to supply you with the products and services you have asked for or may require. Other reasons we collect personal information are to:

Understand you and your concern/s and how we can best provide products and services to you
Understand your current and future health.
Manage our business.
Comply with legal obligations.
Claim payment from Medicare and insurers.
Comply with reporting and other obligations to third party collaborators or facilities (e.g. other health care professionals like a GP or specialists).

The type of information we collect may include:

Personal information like your name, address, date of birth, gender.
Your health history, ethnic background or your current lifestyle.
Occupation, employer's details, interests,
Payment details, financial information.
Information about how and where you were referred to us.
Health information including medical results, clinical and medical records.
Family medical history and their details.
Other medical service providers' commentary, diagnosis and test results.

Where we collect information

There are a few different ways we collect this information. Ways in which collect information directly from you are:

Via an online form, written form, within an appointment, over the phone
During the payment or booking process

Ways in which we collect this information from others:

Your employer
Your parent or guardian if you are under 18 years of age
From a referral or communication with another health care provider

We will take reasonable steps to make sure you know we have your personal information, how we obtained it and how we will handle it.

We also collect data whilst you are visiting our website/s to provide us with information about how the website/s is being used, how many users are on the website/s, what sections are most popular, and what advertising is effective. We do this through the use of cookies, you can clear cookies or digital identifiers from your device and also disable future use of them by changing the security settings on your web browser. However, doing this might mean that parts of our website/s may not work as they should.

Who we work with

We may share your personal information within a wider group of professional service providers that may include:

Employees.
Contractors.
Colleagues.
Case Managers.
Medical Practitioners.
Allied Health Professionals.
Other parties reasonably expected to be included in the treatment of your case.

You may be referred for diagnostic tests such as radiology and we may consult with other health professionals throughout the course of your treatment. We may also refer you to other health care providers for further treatment. In dealing with us aspects of the complete service may involve other parties, such as doctors or other allied health professionals, we'll give them the personal information they need to provide and manage their relationship with you.

Outsourcing

We work with third parties to provide some types of support. They may have access to systems that include your personal information. These companies are subject to strict controls that protect your information from unauthorised use or disclosure, and limit their access to your personal information to the extent necessary to do their job.

Access to personal information from overseas

Some of the parties mentioned above are located overseas, but again, we only give them secure access to the personal information they need to do their job. These overseas companies are involved in providing services like, data storage and technical support, data analysis and other meta analysis and they do it from countries like USA, India and the Philippines. They are businesses we have vetted and are of professional standing.

Our practice maintains effective control of your information at all times, including by ensuring that parties located overseas are subject to strict controls that limit access and subsequent handling of your information to the extent strictly necessary to perform the relevant function and protect your information from unauthorised use and disclosure.

Outstanding payments

In some circumstances, we may need to refer overdue debts to debt collectors or other companies. If we do this, we'll give them secure access to the personal information they need to handle the debt.

Legal obligations and other privacy exceptions

We give access to personal information where we are permitted or obliged to do so by Australian law. For example, in some circumstances we will use or disclose personal information to react to unlawful activity, serious misconduct, or to reduce or prevent a serious threat to life, health or safety. We are obliged to cooperate with law enforcement bodies in some circumstances. We may disclose personal information, including information about phone calls and service use, when we receive an access request or warrant that is authorised under Australian law.

Others

We will only disclose personal information to others if you've given us permission, or if the disclosure relates to the main reason we collected the information and you'd reasonably expect us to do so.

Advertising

We may use your personal information to send you advertising that is customised or more relevant to your interests, characteristics or general location. The advertising that you see will be more relevant to you. We may advertise by mail, phone, email, text, and online via the internet and in apps. We'll make sure that any marketing emails, texts and letters we send you clearly tell you how to opt out. You can opt out of receiving online advertising material at any time by clicking on the opt out button displayed on an online ad.

How we protect your information

Security measures we use include:

Firewalls and access logging tools that protect against unauthorised access to your data and our network.
Secure work environments and workflow systems that prevent unauthorised access and copying of your personal information.
Secure server and closed network environments.
Encryption of data.
Virus scanning tools.
Management of access privileges, to ensure that only those who really need it can see your personal information.
Ongoing training and security reviews.

We will remain vigilant in our efforts to protect your personal information.

How to access your personal information

We will usually give you access to the personal information we hold about you. We will always confirm your identity before giving access to your personal information. There are circumstances under Australian privacy laws where we may not give you access to the personal information we hold about you. For example, we can't give you access if it would unreasonably affect someone else's privacy or if giving you access poses a serious threat to someone's life, health or safety.

There is generally no cost for accessing the personal information we hold about you, unless the request is complex or resource intensive. If there is a charge, it will be reasonable and we will let you know what it is going to be so that you can agree to it before we go ahead.

Quality of personal information

We aim to keep the personal information we hold about you accurate, up-to-date and complete. If you think our records need to be corrected, please contact us. We encourage you to update your details with us so we can deliver better service to you, and so the others we work with (like emergency services) have access to the information they need to do their job.

Contact Us

We recognise that your personal information is important to you, please let us know if you have any questions or concerns about this policy or our practices. You can contact us by email at contactus@levelup.physio or via phone on 0473 831 665 . You can find out more about our complaint process and complaint handling policy by clicking this link, or by contacting us directly. We will acknowledge receipt of your complaint, and try to investigate and respond to you within a reasonable time frame.

If you are unhappy with the outcome, you can lodge a complaint with the Healthcare Complaints Commission https://www.hccc.nsw.gov.au/.

Changes

We'll amend this policy if our practices change. Details of recent amendments and the date they were made will be detailed below.

Published 19/10/2020

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