Privacy Policy of Kaylana Wellness Collective®
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 and the Australian Privacy Principles 2014 and the privacy provisions of all applicable legislation.
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
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 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 healthcare identifier
Your health fund details
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 new patient intake form or via our online new patient intake 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, from your health insurer, from 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 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.
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)
Consult with other health professionals involved in your healthcare
Get test results from diagnostic and pathology services
Claim on insurance
Communicate with your health fund, with government and other regulatory bodies such as Medicare
Help us manage our accounts and administrative services (eg. billing or debt recovery, arrangements with health funds, pursuing unpaid accounts etc.)
Lessen or prevent a serious threat to a patient’s life, health or safety or a serious threat to public health or safety
Help in locating a missing person
Establish, exercise or defend an equitable claim through the My Health Record
Prepare the defence of anticipated or existing legal proceedings
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. Our practice acknowledges patients may request access to their health records. We require you to put this request in writing and email it to info@kaylanawellnesscollective.com and we will respond within 30 days. However, our practice may occasionally need to deny access to information in accordance with the exemptions contained in the Act. 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 also request that we correct or update your information.
We will normally respond to your request within 30 days. To make the request, you should contact our practice via info@kaylanawellnesscollective.com.
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:
Electronic records
Paper copies
Visual records (scans, videos, photos)
Holding information on an encrypted database
Holding information in secure cloud storage
Getting staff to sign confidentiality documents
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 when accessing the information on a computer.
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 do not propose to disclose information about you to anyone overseas. If we want to transfer your personal information overseas, we will first seek your consent, unless we are required by law to do the transfer.
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. Any amendments will be incorporated into the updated policy and posted on our website.
How to contact us
To contact us about any privacy related issues, please contact our practice at info@kaylanawellnesscollective.com
Last updated: January 2024