Privacy Policy
OneHealth Osteopathy & Recovery (“OneHealth”, “we”, “us” or “our”) respects your privacy and is committed to handling your personal and health information securely.
This policy explains how we collect, use, store and disclose information when you visit our website, contact the clinic, make a booking or receive care from OneHealth.
We handle information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).
Information we collect
We may collect:
- Your name, date of birth, address and contact details.
- Emergency contact and next-of-kin details.
- Appointment, attendance and communication records.
- Medical history, symptoms, diagnoses, medications, allergies and other relevant health information.
- Clinical assessments, treatment notes, consent records, management plans and exercise programs.
- Information provided by your GP, specialist or another healthcare practitioner.
- Private health insurance, Medicare, Department of Veterans’ Affairs, WorkSafe or Transport Accident Commission details, where relevant.
- Payment, billing and transaction information.
- Information submitted through our website, online booking forms, email, telephone or SMS.
- Basic website information, such as your IP address, browser, device and pages visited.
We only collect information reasonably necessary to provide our services and operate the clinic.
How we collect information
We generally collect information directly from you when you:
- Book or attend an appointment.
- Complete an intake, consent or assessment form.
- Contact us through our website, email, telephone or SMS.
- Provide information during an assessment or treatment.
- Make a payment or submit a health insurance claim.
With your consent, or where permitted by law, we may also receive information from a referring practitioner, insurer, parent, guardian, carer or authorised representative.
If you provide us with information about another person, you must be authorised to do so.
How we use your information
We may use your information to:
- Arrange and manage appointments.
- Assess your condition and provide osteopathic care and rehabilitation.
- Develop and monitor your treatment or exercise plan.
- Communicate with you about appointments and your care.
- Coordinate care with other healthcare providers where authorised.
- Process payments and eligible insurance or third-party claims.
- Maintain clinical, administrative and financial records.
- Respond to questions, feedback or complaints.
- Meet our professional, insurance, regulatory and legal obligations.
- Improve our services and patient experience.
- Send clinic news or educational information where you have consented.
You may unsubscribe from marketing communications at any time. Appointment reminders and communications directly related to your care are service communications and are not considered marketing.
Health information and consent
Health information is sensitive information and receives additional protection under Australian privacy law.
We generally collect health information with your consent and only where it is reasonably necessary to assess your needs and provide appropriate care.
You are not required to provide all the information requested. However, without relevant and accurate information, we may be unable to safely provide treatment, prepare an appropriate management plan or process a claim.
When we may disclose information
We do not sell or rent your personal or health information.
We may disclose relevant information to:
- Authorised OneHealth practitioners and administrative staff.
- Your GP, specialist or another healthcare provider, with your consent or where otherwise permitted by law.
- A parent, guardian, carer or authorised representative.
- Private health insurers, Medicare, the Department of Veterans’ Affairs, WorkSafe or the Transport Accident Commission, where applicable.
- Professional advisers, insurers, auditors or legal representatives.
- Government, regulatory or law-enforcement bodies where required or authorised by law.
- Emergency services or another appropriate person where necessary to prevent or lessen a serious threat to someone’s health or safety.
We disclose only the information reasonably necessary for the relevant purpose.
Patient information systems
OneHealth uses the following systems to manage patient information:
- Cliniko for online bookings, patient details, appointment management, forms and clinical records.
- Physitrack to prepare and provide individual exercise and rehabilitation programs.
Information entered into or shared through these platforms is also handled according to the providers’ respective privacy and security policies.
These providers may use servers or service providers located inside or outside Australia. Where we use an external provider, we take reasonable steps to select reputable services and protect information consistently with our privacy obligations.
Independent practitioners
Other healthcare practitioners may operate separate businesses from the OneHealth premises.
Information provided directly to an independent practitioner is managed by that practitioner in accordance with their own professional and privacy obligations. You may contact your treating practitioner directly for further information about how they handle your records.
Website cookies and analytics
Our website may use cookies and analytics technologies to:
- Help the website function correctly.
- Understand how visitors use the website.
- Measure website performance.
- Improve our content and visitor experience.
You can block or delete cookies through your browser settings, although some website functions may not work correctly as a result.
Our website may contain links to third-party websites, booking platforms or social media services. Those services have their own privacy practices, and we are not responsible for their content or handling of information.
Photographs, testimonials and social media
We will obtain your consent before using identifiable photographs, videos, testimonials or treatment-related information for promotional, educational or social media purposes.
You may withdraw your consent for future use by contacting us. Withdrawal may not affect material already published before we received your request, although we will take reasonable steps to remove material under our control where practicable.
Please avoid sending sensitive health information through public social media comments.
Storage and security
We take reasonable steps to protect information from misuse, interference, loss, unauthorised access, modification and disclosure.
These measures may include:
- Secure electronic patient-management systems.
- Password protection and access controls.
- Restricted access to clinical information.
- Practitioner and staff confidentiality obligations.
- Secure backup and disposal procedures.
No electronic system is completely secure. If a data breach occurs, we will assess and respond to it in accordance with applicable legal requirements.
Retention of records
We retain clinical and administrative records for the periods required by healthcare, taxation, insurance and professional obligations.
When information is no longer required and we are legally permitted to dispose of it, we take reasonable steps to securely destroy or permanently de-identify it.
Accessing or correcting your information
You may request access to the personal or health information we hold about you or ask us to correct information that is inaccurate, incomplete or out of date.
We may need to verify your identity before responding. In some circumstances, access may be limited or refused where permitted by law. If this occurs, we will generally explain the reason.
Privacy enquiries and complaints
For privacy enquiries, access requests or complaints, please contact:
OneHealth Osteopathy & Recovery
1343 Burke Road
Kew VIC 3101
Phone: (03) 9969 7430
Email: admin@onehealthosteo.com
We will investigate privacy complaints and aim to respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner at oaic.gov.au or the Health Complaints Commissioner Victoria at hcc.vic.gov.au.
Changes to this policy
We may update this policy to reflect changes to our services, systems or legal obligations. The most recent version will be published on our website.