Privacy Policy of Keilor Road Physiotherapy

Our commitment to your privacy

Keilor Road Physiotherapy is committed to handling personal information about you, including health information, 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 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?

Keilor Road Physiotherapy collects and holds the following kind of information about you:

  • Your name, address, date of birth, email, and contact details

  • Occasionally, information about your family or relatives

  • Information about other health professionals involved in your care

  • Any government identifiers such as Medicare number or DVA number (not used for identification purposes) where the claim is applicable

  • Other health information about you, including:

    • Record of symptoms

    • Relevant medical history

    • Diagnosis and treatment details

    • Specialist reports

    • Test results

    • Appointment and billing details

    • Prescriptions

    • Healthcare identifier

    • Health fund details

  • Other information collected for the purpose of providing care to you.

How do we collect and hold your personal information?

We collect personal information about you in the following ways:

  • Directly from you when you provide your details (e.g., face-to-face, over the phone, via registration form, or an online form).

  • From a person responsible for you.

  • From a third party where permitted by law (e.g., other healthcare professionals, health insurers, the My Health Record system, etc.).

Why do we collect and use information about you?

We primarily collect and use personal information about you to provide physiotherapy services to you and to communicate with you and others involved in your care. We may also use that information for other purposes, including:

  • Managing accounts and administrative services (billing, health fund arrangements, IT system management)

  • Conducting accreditation, quality assurance, or internal audits.

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

We may disclose information about you to others outside of Keilor Road Physiotherapy as permitted or required by law. This includes situations where we disclose information to:

  • Comply with legal obligations (e.g., mandatory reporting, court orders, subpoenas)

  • Consult with other healthcare professionals

  • Obtain test results from diagnostic and pathology services

  • Claim on insurance

  • Communicate with health funds, government bodies, and regulatory bodies

  • Manage accounts and administrative services (billing, debt recovery, etc.)

  • Upload and download personal information from the My Health Record (if applicable)

  • Respond to a serious threat to a patient's or public health or safety

  • Locate a missing person

  • Establish, exercise, or defend a legal claim

  • Discharge notification obligations to liability insurers.

Your right to seek access to and 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 a request, please contact our Privacy Officer in writing. If you believe that the information we hold about you is not correct, please notify us in writing, and we will take reasonable steps to correct it.

Security: how we hold your personal information

We take reasonable steps to protect the information we hold about you to prevent unauthorized access, modification, disclosure, misuse, and loss. This includes:

  • Storing information in a lockable cabinet

  • Using encrypted databases for information storage

  • Utilizing secure cloud storage

  • Ensuring staff sign confidentiality agreements

  • Providing staff with training on confidentiality and security issues

  • Restricting access to information on a need-to-know basis

  • Implementing strong password protections for computer access.

Your right to receive treatment from us anonymously (or by using a pseudonym)

Where lawful and practicable, you have the option to be treated anonymously or by using a pseudonym (a name other than yours).

Disclosing information about you overseas

Keilor Road Physiotherapy does not propose to disclose information about you to anyone overseas. If we ever need to transfer your personal information overseas, we will first seek your consent unless required by law.

If you have a privacy-related concern about us

If you have concerns about how we handle your privacy, please let us know in writing. We will attempt to respond within 30 days. If you are not satisfied with our response, you can refer your complaint to the Office of the Australian Information Commissioner.

Updating this policy

We will update this policy from time to time to reflect changes in our information-handling practices or the law. We will notify you of any policy changes through our reception desk or our website.

How to contact us

To contact us regarding any privacy-related issues, please reach out to our Privacy Officer using the following details:

Name: John Keller

Email: john.keller@keilorroadphysio.com.au

Phone: (03)93794557

Please note that the contact details for the Privacy Officer may change over time. If you have any difficulties contacting the Privacy Officer, you can use the email address info@keilorroadphysio.com.au.