Privacy Policy
The Osteo Group
1. Our Commitment to Privacy
The Osteo Group is committed to protecting the privacy and confidentiality of personal information entrusted to us by our patients, clients, employees, contractors, and website users.
We comply with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth) and all applicable health records legislation.
This Privacy Policy explains how we collect, use, disclose, store and protect your personal information.
Privacy Policy
The Osteo Group
*Hard copy available on request at reception
2. What Information We Collect
We may collect personal information including:
Personal Details
● Name
● Date of birth
● Address
● Telephone number
● Email
● Emergency contact details
Health Information
● Medical history
● Current and previous health conditions
● Treatment notes
● Referral letters
● Diagnostic imaging and test results
● Medicare, DVA, TAC, WorkCover or private health insurance details
Financial Information
● Payment details
● Billing information
● Health fund information
Website Information
When you visit our website, we may collect:
● IP address
● Browser type
● Device information
● Website usage data through cookies and analytics tools
Health information is considered sensitive information under Australian privacy law and receives a higher level of protection.
3. How We Collect Information
We collect personal information directly from you when you:
● Complete patient registration forms
● Attend appointments
● Contact us by phone, email, website or social media
● Make payments
● Provide information to our practitioners
We may also collect information from:
● Referring doctors and health professionals
● Specialists and allied health providers
● Family members or carers (with your consent where required)
● Medicare, private health insurers or government agencies
● Other healthcare providers involved in your care
4. Why We Collect Your Information
We collect and use personal information to:
● Provide osteopathic and allied health services
● Assess, diagnose and manage your healthcare needs
● Communicate with you regarding appointments and treatment
● Maintain accurate clinical records
● Process payments and health fund claims
● Meet legal and regulatory obligations
● Improve our services
● Manage employment and contractor relationships
● Conduct quality assurance and business administration
5. Disclosure of Personal Information
We may disclose your information to:
● Other healthcare practitioners involved in your care
● Referring practitioners
● Medicare, private health funds and insurers
● TAC, WorkSafe, DVA and other compensation schemes
● Government and regulatory authorities where required by law
● Professional advisers such as auditors and legal advisers
● IT service providers who assist us in operating our systems
We will only disclose information when:
● You have consented;
● It is necessary for your healthcare;
● Required or authorised by law; or
● Necessary to prevent a serious threat to health or safety.
We do not sell personal information to third parties.
6. Storage and Security
We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Measures may include:
● Secure electronic practice management systems
● Password-protected devices and networks
● Restricted staff access
● Secure storage of paper records
● Staff training regarding confidentiality obligations
While we take reasonable precautions, no method of electronic transmission or storage is completely secure.
7. Accessing and Correcting Your Information
You may request access to your personal information held by us.
You may also request corrections if you believe information is inaccurate, incomplete or out of date.
Requests should be made in writing to our Privacy Officer.
We may refuse access in certain circumstances permitted by law and will provide reasons where required.
8. Website Cookies and Analytics
Our website may use cookies and analytics services to improve functionality and user experience.
Cookies help us understand:
● How visitors use our website
● Which pages are most visited
● Website performance and functionality
You can disable cookies through your browser settings, although some website features may not function correctly.
9. Marketing Communications
From time to time, we may send information about services, health education, events or promotions.
You may opt out of receiving marketing communications at any time by:
● Clicking the unsubscribe link in emails; or
● Contacting us directly.
We will not send marketing communications where prohibited by law.
10. Retention of Records
We retain health records in accordance with applicable Australian laws and professional obligations.
Patient records are generally retained for the period required under relevant state legislation and healthcare regulations.
When records are no longer required, they are securely destroyed or permanently de-identified.
11. Privacy Complaints
If you have concerns about how your personal information has been handled, please contact us.
Privacy Officer 190 Rosanna Rd, Rosanna VIC 3084
9455 1899 [email protected]
We will investigate your complaint and respond within a reasonable timeframe.
If you are not satisfied with our response, you may contact the:
Office of the Australian Information Commissioner
12. Changes to this Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in legislation, technology or our business practices.
The latest version will always be available on our website and at our clinics.
Contact Us
190 Rosanna Rd, Rosanna VIC
3084 9455 1899
[email protected]
https://theosteogrouprosanna.com.au