Lucent Physiotherapy (“we”, “us”, “our”) respects your privacy and is committed to protecting your personal and health information.
This Privacy Policy outlines how we collect, use, store, and disclose your personal information in accordance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth) and the Health Records and Information Privacy Act 2002 (NSW).
By using our services, visiting our website, or providing your information to us, you consent to the handling of your information in accordance with this Policy.
1. Collection of Personal Information
We collect personal and health information that is reasonably necessary to provide safe and effective physiotherapy services.
Types of information we collect include:
- Name, address, and contact details (phone, email)
- Date of birth and emergency contact details
- Health information (medical history, diagnoses, medications, treatment plans, risk factors)
- Medicare details, private health insurance, or funding program information
- Aged care program details (e.g. Support at Home, CHSP)
- Referral information from doctors, care partners, or other providers
- Information from family members, carers, or support persons
- Payment and billing information
How we collect information:
We may collect information:
- Directly from you (forms, conversations, assessments)
- During clinical service delivery
- From healthcare providers and referral sources
- Through communication (phone, email, Telehealth)
- Through our website or enquiry forms
We will only collect information that is necessary. If you do not provide required information, we may not be able to deliver services.
2. Use of Personal Information
We use your personal information for purposes including:
- Delivering physiotherapy assessment, treatment, and care planning
- Communicating with you and relevant care providers
- Coordinating care with case managers and support coordinators
- Managing appointments, clinical records, and documentation
- Processing billing and payments
- Meeting legal and regulatory obligations
- Improving service quality and internal operations
- Providing relevant updates about our services (you may opt out at any time)
3. Disclosure of Personal Information
We may disclose your personal information where necessary, including to:
- Treating doctors and healthcare professionals
- Case managers, aged care providers, and support coordinators
- Medicare, insurers, or funding bodies
- External service providers (e.g. IT systems, administrative support)
- Regulatory bodies where required by law
We may also disclose information:
- In emergencies or to prevent serious risk to health or safety
- To public health authorities where required
- With your consent
We do not sell or rent your personal information. All third parties are expected to comply with confidentiality and privacy obligations.
4. Data Security
We take reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
These measures include:
- Secure electronic clinical record systems
- Password-protected devices and restricted access
- Secure storage of physical records
- Encryption and secure communication practices where applicable
We take reasonable steps to protect your personal information. However, no method of transmission or storage is completely secure, and we cannot guarantee absolute security.
5. Website and Online Data
When you visit our website, we may collect limited information such as:
- IP address
- Browser type and device information
- Website usage data
We may use cookies and analytics tools to improve website functionality and user experience.
You can adjust your browser settings to refuse cookies if you prefer.
Our website may contain links to third-party websites. We are not responsible for their privacy practices.
6. Direct Marketing
We may use your contact information to provide updates about our services.
You can opt out of receiving marketing communications at any time by contacting us or using unsubscribe options.
7. Access and Correction
You have the right to:
- Request access to your personal information
- Request correction if your information is inaccurate or incomplete
We may require identity verification before processing requests and will respond within a reasonable timeframe.
8. Complaints
If you have any concerns about how we handle your personal information, please contact us:
Email: [your email]
Phone: [your phone number]
We aim to respond within 30 days and resolve your concern promptly.
If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC).
9. Changes to This Policy
We may update this Privacy Policy from time to time. The latest version will always be available on our website.
10. Professional Standards
Lucent Physiotherapy is committed to maintaining confidentiality and ethical handling of health information in line with professional standards, including guidance from the Australian Medical Association (AMA).
By engaging our services or contacting us, you consent to the collection and use of your personal information as outlined in this Privacy Policy.