HUNTER THERAPY SERVICES

At Hunter Therapy Services we are committed to ensuring and upholding the privacy and confidentiality of our clients and stakeholders personal information in accordance with the Australian Privacy Principles (APP’s) under the Privacy Act 1988 (Privacy Act).

This policy aims to clearly communicate how Hunter Therapy Services handles our clients and stakeholders’ personal and health information. This policy outlines the type of information our practice may hold, how it is handled, how long it is kept, and how you can access it. 

Personal Information as defined by the Privacy Act (1988) means information or an opinion about an identified individual, or an individual who is reasonably identifiable:

• whether information or opinion is true or not
• whether the information or opinion is recorded in a material format or not.

Health Information as defined by the Privacy Act (1998) is a particular subset of personal information and means information or an opinion about:

• the health or a disability (at any time) of an individual
• An individual’s expressed wishes about the future provision of health services to him or her
• A health service provided or to be provided to an individual

Why we collect personal information:

Hunter Therapy Services collects personal information when it is necessary for us to provide the services that you may require. 

Other reasons Hunter Therapy Services collects personal information is to:

• Understand how Hunter Therapy Services can best provide input to you now and in the future
• Provide the best possible service for you to achieve your goals
• Claim payment from external funding sources, including Department of Veterans Affairs, (DVA) Medicare, National Disability Insurance Scheme (NDIS), My Aged Care, and other insurance organisations
• Comply with third party agencies with information of their needs and requirements
• Comply with reporting requirements and other obligations to third party agencies e.g. hospitals and their support teams, medical practitioners
• Enable Hunter Therapy Services to send reports and all other correspondence to other health care providers.

How we Collect Personal Information

Information may be collected in a number of different ways. Hunter Therapy Services will attempt to initially obtain the required information from the client or stakeholder directly. This may be through documentation, over the phone, via email, or in person. In some circumstances, information may be required to be collected from a third party, such as:

• General practitioner
• Family member
• Health practitioner
• Carer

Information can only be obtained from the above sources with the client or stakeholder’s consent.

Type of Information we may collect:

The following information may be collected by Hunter Therapy Services in order to assist the organisation in providing the service that is required:

• Personal information including name, address, phone number, date of birth, and gender 
• Family medical history and next of kin details
• Health information including medical conditions, medical records, and medical results
• Occupation, employer details, payment details, and financial information
• Source of initial referral
• Other health or medical practitioners involved.

Disclosure and use of information:

Hunter Therapy Services will only use or disclose personal information for the primary purpose for which it was collected, for a directly related secondary purpose, or as permitted or required by law. Those listed in this policy, or otherwise permitted under the Privacy Act (1988), using or disclosing personal information will only be done with after gaining client’s or stakeholder’s consent. Please see below how Hunter Therapy Services may use or disclose personal information:

• Personal information including sensitive and health information is collected and used for the primary purpose of ensuring all clients receive the best possible intervention while receiving input from Hunter Therapy Service employees.
• Where necessary, information may be required to be disclosed to other healthcare providers, such as general practitioners, home service provider, equipment supplier, or hospitals that may be involved in ongoing care/providing services
• We may provide information about medical conditions to the next of kin, relatives, guardians or legal representatives, unless previously stated by client or stakeholder to not disclose personal health information. 

Quality assurance: On occasions we may need to collect, use, to disclose aspects of personal information to monitor the standard of health services that are provided. This is done for purposes including accreditation and evaluation, clinical audits, risk and claims management, education and training of staff and quality assurance activities, including monitoring of clinical outcomes. 

Client Satisfaction:  Client feedback is always welcome. To ensure Hunter Therapy Services is providing a high quality service, an employee may contact client or stakeholder for feedback on services received.  

Billing: For billing purposes, Hunter Therapy Services may disclose relevant aspects of the client's personal information with third parties such as health care providers, Department of Veterans Affairs, Medicare, National Disability Insurance Agency, My Aged Care, and other insurance organisations. 

Contractors: On Occasions, Hunter Therapy Services may request the engagement of relevant third parties to assist in providing the services required such as building contractors, IT suppliers and professional service providers. Hunter Therapy Services may therefore need to disclose the relevant personal information in relation to these services. All such contractors are required to handle your personal information in accordance with the Privacy Act (1988).

Data required by law: Hunter Therapy Services have a legal obligation to provide information to various entities. Hunter Therapy Services may be required to provide personal and health information to government agencies where Hunter Therapy Services are providing health services under contracts. 

How we store and protect your information:

Hunter Therapy Services ensures information is stored in a range of mediums including electronic systems, electronic instrumentation, and paper files. Hunter Therapy Services has a number of security measures in place to ensure information is protected. These include administrative, physical, and technical access restrictions with only authorised personnel able to access relevant data. Hunter Therapy Services also has a secure server/system that is compliant with the Australian Standards under the Australian Privacy Principles. The system is password protected, has a 2FA (tow factor authentication process), external security testing, and data residency in Australia in line with government regulations. Hunter Therapy Services endeavours to ensure all security programs are regularly assessed and updated as required. 

How long is your information stored:

Hunter Therapy Services retain all personal and health information indefinitely on an internal electronic database following the conclusion of services to ensure that Hunter Therapy Services can provide the best possible service.

Paper copies of client or stakeholder information will be submitted to Hunter Therapy Services electronic database then securely destroyed. 

Access and changes to personal information

If the client or stakeholder wishes to access the information Hunter Therapy Services holds (both personal and health) they have the right to do so. The client and stakeholders also have a right to request an amendment to the information Hunter Therapy Services hold if they believe it is inaccurate. Hunter Therapy Services will allow access or make amendments as per the request unless there is a reason under the Privacy Act (1998) or other relevant law to refuse the request. 

Hunter Therapy Services will allow access to personal records in a manner which is suitable to the individuals needs except when:

• Providing access would have an unreasonable impact on the privacy of other individuals
• the request for access is frivolous or vexatious 
• The information is related to an existing legal dispute resolution proceedings between Hunter Therapy Services and the individual
• Providing access would be unlawful 
• An enforcement agency performing a lawful national security function asks Hunter Therapy Services not to provide access on the basis that providing access would be likely to cause damage to the national security of Australia. 

In order to gain access or request an amendment, Hunter Therapy Services do require written consent from the individual. This can be in the form of an email or written letter. 

Contacting Hunter Therapy Services:

Hunter Therapy Services values client care and it is our main priority. If you have any questions or concerns regarding our privacy policy, please use the contact details provided below:

Phone: 0414 397 751   Email: shari@huntertherapyservices.com.au

Hunter Therapy Services welcomes all feedback regarding our services. We will strive to resolve any issues that may arise internally. If we are unable to resolve your complaint satisfactorily, you may request the Federal Privacy Commissioner to have your complaint investigated. For further information about how you may lodge a complaint with the Federal Privacy Commissioner, please contact the Commissioner’s hotline service on 1300 363 992.