Privacy Policy
Privacy Commitment
At Elevate Osteopathy, we are committed to protecting your privacy and ensuring that your personal information is handled securely and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
This Privacy Policy explains how we collect, use, disclose, store and protect your personal information, including your health information.
If you have any questions regarding this Privacy Policy or how your personal information is handled, please contact:
Elevate Osteopathy
Email: admin@elevateosteopathy.com.au
Address: 10B/49 Cedric Street, Stirling 6021 Western Australia
What Information We Collect
It is a legal requirement that every osteopathic consultation has a corresponding clinical record. To provide healthcare services and maintain accurate clinical records, Elevate Osteopathy may collect the following information.
Personal Information
Full name
Date of birth
Residential address
Telephone number
Email address
Emergency contact details (if provided)
Sensitive Information (Health Information)
As part of providing healthcare services, we collect health information with your consent, including:
Current and past medical conditions
Medications and supplements
Injury history
Diagnostic imaging and pathology reports
Information provided by other healthcare practitioners involved in your care
Any other health information you choose to disclose during consultation
Government Identifiers
Your Medicare number may be collected where required to process Medicare claims or other health fund claims. We do not use Medicare numbers as our primary patient identifier.
Sources of Information
Information may be collected through:
Online bookings via Cliniko
Patient intake forms
Consultations
Email correspondence
Telephone communications
Website enquiry forms
Referrals from other healthcare providers
Elevate Osteopathy does not collect or store credit card, debit card or bank account information.
Anonymity and Pseudonymity
Where practical and lawful, you may choose to remain anonymous or use a pseudonym when dealing with us.
Please note that this may limit our ability to provide healthcare services, process Medicare claims, communicate with other healthcare providers involved in your care, or maintain legally compliant clinical records.
Why We Collect Your Information
We collect your personal information to:
Provide osteopathic assessment and treatment
Maintain clinical records as required by law and professional standards
Communicate with you regarding appointments and your care
Process Medicare and private health fund claims where applicable
Coordinate care with other healthcare providers involved in your treatment
Comply with legal, regulatory and professional obligations
Storage and Security of Information
Elevate Osteopathy takes reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.
Patient information is stored securely using:
Cliniko
Clinical records, appointment information and patient communications are stored using Cliniko practice management software.
Cliniko maintains security measures including encryption and secure storage practices and are compliant with Australian privacy standards. You can read more about Cliniko’s security measures here.
Google Workspace
Where correspondence occurs via email, communications may be stored within Google Workspace systems. Patients should be aware that email is not always a secure form of communication and may carry privacy risks. You can read Google Workspace’s privacy notice here.
Overseas Disclosure
Elevate Osteopathy uses reputable third-party service providers, including Cliniko, Google Workspace, Heidi Health and Squarespace, to assist in operating our practice and website.
These providers may process or store personal information in Australia and other countries as part of their cloud-based services. We take reasonable steps to ensure that any third-party providers handling personal information maintain privacy and security protections consistent with Australian privacy legislation.
By providing your personal information, you acknowledge that information may be processed by these service providers for the purposes outlined in this Privacy Policy.
Heidi Health Clinical Documentation Assistant
Elevate Osteopathy may use Heidi Health, an AI-powered clinical documentation assistant, to assist in generating clinical notes during consultations.
Heidi Health acts solely as a service provider to Elevate Osteopathy and does not use patient information for marketing purposes. Consultation recordings are encrypted and used only for transcription and clinical documentation purposes. Recordings are not disclosed to unrelated third parties and are deleted after transcription has been completed.
Patients will be informed when Heidi Health is being used and may decline its use at any time.
Further information is available in Heidi Health's Privacy Policy:
https://www.heidihealth.com/en-au/legal/privacy-policy
Disclosure of Personal Information
We will generally only disclose your personal information with your consent.
Examples may include:
Communication with your GP
Communication with specialists or allied health practitioners involved in your care
Medicare or private health insurance claims processing
However, in certain circumstances, personal information may be disclosed without consent where required or authorised by law, including:
Court orders or legal proceedings
Mandatory reporting obligations
Medicare compliance requirements
Situations involving a serious threat to life, health or safety
Other circumstances permitted under the Privacy Act 1988
We do not sell, rent or trade personal information.
Direct Marketing
Elevate Osteopathy uses very limited direct marketing.
Most communications relate to:
Appointment confirmations
Appointment reminders
Practice updates
Occasionally, patients may receive newsletters or promotional information.
You may opt out of marketing communications at any time by contacting us at admin@elevateosteopathy.com.au.
Website Information, Cookies and Analytics
Our website is hosted by Squarespace.
When you visit our website, certain information may be collected automatically, including:
IP address
Browser type
Device information
Website usage statistics
Information submitted through website contact forms
Information submitted through website forms is collected by Elevate Osteopathy and may be processed and stored by Squarespace on our behalf.
Our website may use cookies and analytics services to help us understand how visitors use the website, improve functionality and enhance the user experience.
You can disable cookies through your browser settings; however, some website functionality may be affected.
Further information regarding Squarespace's privacy practices can be found in the Squarespace Privacy Policy.
Please do not include detailed medical information in website enquiry forms. If you are an existing patient and need to discuss your health concerns, please contact the clinic directly.
Accessing Your Personal Information
You have the right to request access to your personal information.
Requests can be made by contacting:
admin@elevateosteopathy.com.au
Access will generally be provided unless an exception applies under Australian privacy law.
We do not charge a fee for requesting access to your records, although reasonable administrative charges may apply for extensive copying or preparation of records where permitted by law.
Correcting Your Personal Information
We take reasonable steps to ensure personal information is accurate, complete and up to date.
If you believe any information we hold is incorrect, incomplete or outdated, please contact:
admin@elevateosteopathy.com.au
If we refuse a request to correct information, we will provide written reasons for the refusal and information regarding available complaint mechanisms.
Retention of Records
Clinical records are retained in accordance with applicable Australian health records legislation, professional requirements and AHPRA record-keeping standards.
Records are retained for the minimum periods required by law and are securely destroyed or de-identified when no longer required.
Privacy Complaints
If you have concerns about how your personal information has been handled, please contact us in writing:
Email: admin@elevateosteopathy.com.au
We aim to acknowledge privacy complaints promptly and investigate them within 30 days where possible.
If you are not satisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC).
Website: https://www.oaic.gov.au
Phone: 1300 363 992
Notifiable Data Breaches
In the event of an eligible data breach, Elevate Osteopathy will comply with the requirements of the Notifiable Data Breaches Scheme under the Privacy Act 1988.
Where required by law, affected individuals and the Office of the Australian Information Commissioner will be notified as soon as practicable.
Changes to This Privacy Policy
This Privacy Policy may be updated from time to time to reflect changes in legal requirements, technology or business practices.
The most current version will always be available on our website.