Privacy policy.PATIENT PRIVACY POLICY

Effective Date: 28.3.2018
Last Updated: 15.6.25

OUR COMMITMENT TO YOUR PRIVACY

We are committed to protecting your personal and health information. This privacy policy explains how we collect, use, store, and protect your information when you receive healthcare services from our practice.

INFORMATION WE COLLECT

Personal Information

  • Name, address, phone number, and email address

  • Date of birth and gender

  • Emergency contact details

  • Medicare number and private health insurance details

  • Payment and billing information

Health Information

  • Medical history and current health conditions

  • Treatment notes and clinical observations

  • Test results and diagnostic information

  • Medication records

  • Appointment history and treatment plans

  • Referral information from and to other healthcare providers

Technical Information

  • Online booking system usage data

  • Communication preferences

  • Appointment reminders and confirmations

HOW WE USE YOUR INFORMATION

We use your information to:

  • Provide healthcare services and treatment

  • Maintain accurate medical records

  • Coordinate care with other healthcare providers

  • Process insurance claims and billing

  • Send appointment reminders and follow-up communications

  • Comply with legal and professional obligations

  • Improve our services and patient care

INFORMATION SHARING

When We May Share Your Information

We may share your health information with:

  • Other healthcare providers involved in your care (with your consent)

  • Your private health insurance fund for claims processing

  • Medicare Australia for billing purposes

  • Pathology and radiology services for testing

  • Specialists for referrals and consultations

  • Emergency services if required for your immediate care

Legal Requirements

We may disclose information when required by law, including:

  • Court orders or subpoenas

  • Public health reporting requirements

  • Child protection services

  • Workers' compensation claims

YOUR RIGHTS

You have the right to:

  • Access your health records (fees may apply)

  • Request corrections to inaccurate information

  • Withdraw consent for certain uses of your information

  • Request restrictions on how your information is used

  • Receive a copy of this privacy policy

  • Lodge a complaint about our privacy practices

DATA SECURITY

How We Protect Your Information

  • Secure electronic health record system (Cliniko)

  • Password-protected access with user authentication

  • Regular data backups with encryption

  • Staff training on privacy and confidentiality

  • Physical security measures for paper records

  • Secure disposal of confidential information

Cloud Storage

Your information is stored securely using Cliniko's cloud-based system, which complies with Australian privacy laws and healthcare industry standards.

RETENTION OF RECORDS

We retain your health records in accordance with:

  • Australian health record retention requirements

  • Professional registration board guidelines

  • Legal and insurance requirements

Adult records are typically retained for 7 years after the last consultation, or longer if required by law.

THIRD-PARTY SERVICES

Cliniko Practice Management System

We use Cliniko to manage appointments, patient records, and billing. Cliniko is bound by strict privacy and security requirements and does not use your information for any purpose other than providing practice management services.

Online Booking System

When you book appointments online, your information is transmitted securely through encrypted connections.

Communication Services

We may use secure messaging services for appointment reminders and follow-up communications. You can opt out of electronic communications at any time.

MARKETING AND COMMUNICATIONS

Appointment Reminders

We will send appointment reminders via SMS, email, or phone unless you opt out.

Health Information

We may occasionally send general health information or practice updates. You can unsubscribe from these communications at any time.

No Third-Party Marketing

We do not sell, rent, or share your information with third parties for marketing purposes.

OVERSEAS DISCLOSURE

Some of our service providers may store or process data overseas, including:

  • Cliniko (servers located in Australia and potentially other secure jurisdictions)

  • Cloud backup services with overseas data centers

All overseas transfers comply with Australian Privacy Principles and include appropriate safeguards.

CHANGES TO THIS POLICY

We may update this privacy policy from time to time. Significant changes will be communicated to patients through our website, in-clinic notices, or direct communication.

CONTACT INFORMATION

Practice Details

The Acu Sanctuary
Address: 435 Riversdale Rd, Hawthorn east

Phone: 0499194959
Email: info@theacusanctuary.com.au
Website: www.theacusanctuary.com.au

Privacy Officer

Name: Alana Green
Email: info@dralanagreentcm.com.au

Making a Complaint

If you have concerns about our privacy practices:

  1. Internal Complaint: Contact our Privacy Officer first

  2. External Complaint: Contact the Office of the Australian Information Commissioner (OAIC)

    • Phone: 1300 363 992

    • Website: www.oaic.gov.au

    • Email: enquiries@oaic.gov.au

Professional Registration Boards

You may also contact relevant professional registration boards:

  • AHPRA: www.ahpra.gov.au

  • State Health Complaints Commissioners

CONSENT

By providing your personal information and using our services, you consent to the collection, use, and disclosure of your information as described in this privacy policy.

You may withdraw your consent at any time, though this may affect our ability to provide certain services.

This privacy policy should be read in conjunction with our Terms and Conditions of Service.

Last reviewed: 15.6.2025