Privacy Policy

 Introduction

This privacy policy is to provide information to you, our client, on how your personal information (which may include your health information should you choose to disclose it) is collected and used within our Optimal Health Program practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a client of Wellbeing Services or as a participant of the Optimal Health Program, you provide consent for our practitioners and practice staff to access and use your personal information, so they can provide you with the best possible support and service. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide collaborative therapy services to you. Our main purpose for collecting, using, holding and sharing your personal information when required by a duty of care is to help you manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training and program evaluation).

What personal information do we collect?

The information we will collect about you includes your:

• names, date of birth, addresses and contact details
• emergency contact person name and contact details
• referring agency, contact person and contact details
• program session notes and coaching notes
• relevant medical history that is disclosed

How do we collect your personal information?
Our agency may collect your personal information in several different ways:

1. Via your client registration form or participant registration form to engage in the Optimal Health Program.
2. During the course of providing services, we may collect further personal information. This can include via electronic transfer the of receiving records from your referee and correspondence with other health providers in the case of duty of care issues.
3. We may also collect your personal information when you visit our website, send us an email, telephone us, make an appointment. (Please note we will not communicate your information via e-mail as this is not secure.)
4. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from: 

• your guardian, power of attorney or responsible person
• other involved healthcare providers, such as specialists, allied health professionals, hospitals, referee and community health services.

When, why and with whom do we share your personal information?

We sometimes share your personal information:

• with third parties who work with our agency for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
• with other healthcare providers
• when it is required or authorised by law (e.g. court subpoenas)
• when it is necessary to lessen or prevent a serious threat to a participant’s life, health or safety or public
  health or safety, or it is impractical to obtain the participant’s consent
• to assist in locating a missing person
• to establish, exercise or defend an equitable claim
• for the purpose of confidential dispute resolution process
• when there is a statutory requirement to share certain personal information (e.g. some diseases require
  mandatory notification)
• during the course of providing the Optimal Health Program, to the referee via wellbeing summary

Only people who need to access your information will be able to do so. Other than in the course of providing services or as otherwise described in this policy, our agency will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. In the event you are travelling outside of Australia and your records are requested to assist in your health needs whilst overseas, your records may be supplied with the correct authority.

Our agency will not use your personal information for marketing any of our goods or services directly to you.

How do we store and protect your personal information?

Your personal information may be stored at our agency in various forms. The majority of our records are in electronic format. Any correspondence, received in an alternative method eg: post, are then scanned into your personal records and the paper document is then shredded. Documented photos, assessment measures are stored in your electronic records along with all correspondence we receive from you.

Our agency stores all personal information securely and is password protected.

All electronic patient records, personal information, etc are securely stored using individual passwords, confidentiality agreements for any staff and or contractors entering the premises. This system is maintained both within the agency, and via our IT consultants. Encrypted Back-ups of all data are performed daily and held securely in the event of a fire etc.

How can you access and correct your personal information at our agency?
You have the right to request access to, and correction of, your personal information.

Our agency acknowledges participants may request access to their records. We require you to put this request in writing and our agency will respond within a reasonable time. Generally, within 30 days of receipt of the request. Once the request has been considered and approved by the Director, you will be required to make an appointment with your preferred practitioner. There will be a fee of $80.00 + GST charged for the practitioner’s time, when you attend your appointment. (Please note this cannot be claimed through your referee agency.)

You must also provide, within your initial request, a statement identifying that the request is not required for any legal matters.

Our agency will take reasonable steps to correct your personal information where the information is not accurate or up to date. Each visit, face to face or online, we will ask you to verify that your personal information held by our agency is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to admin@optimalhealth.org.au by completing a new participant registration form with your new details.

How can you lodge a privacy-related complaint, and how will the complaint be handled at Optimal Health?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.

Please contact our practice vis the following methods:

1 Postal: Director, PO Box 415, Prahran VIC 3181

2 Email:admin@optimalhealth.org.au
3 Tel: 0413 251 498

Please allow 30 days to receive a response, so our management team can review and respond appropriately.

Privacy and our website

Our website www.optimalhealth.org.au is available for your convenience. You may contact us through our website via e-mail for your convenience. Please note: we do not provide advice via e-mail and our website is general advice only about our Wellbeing Services, Education Programs and the Optimal Health Program.

Please see your doctor or appropriate clinician for any medical advice required. Optimal Health is not a medical treatment service. In case of an emergency dial 000.

Policy review statement

This privacy policy will be reviewed regularly by management to ensure it is in accordance with any legislative changes that may occur.