Privacy policy

Who we are

Solutions4Wellbeing is an allied health practice at 18/106 Terralong Street, Kiama NSW 2533, and a Horizon Health Collective practice. We provide physiotherapy, exercise physiology and dietetics, and run a rehabilitation gym and exercise classes.

We are bound by the Privacy Act 1988 (Cth) and the Australian Privacy Principles, and by the NSW Health Records and Information Privacy Act 2002 and its Health Privacy Principles. In this policy, “we” and “us” means Solutions4Wellbeing.

What we collect

We only collect what we need to look after you, run the practice and meet the law. Depending on how you deal with us, that can include:

• Contact details — your name, date of birth, address, phone number, email address and emergency contact.
• Health information — your medical history, the reason you are seeing us, assessment findings, treatment notes, exercise programs, test results, and referrals and letters to or from other health professionals.
• Funding details — your Medicare, DVA or private health fund details, NDIS plan and plan manager details, or workers compensation and CTP claim details.
• Payment details — card payments are processed on a Tyro terminal. We do not keep your full card number.
• Gym and class details — your membership, pass or class bookings.
• Website enquiries — the name, email, phone number and message you send through our contact form, whether you ticked the SMS consent box, and the page you sent it from.

How we collect it

Mostly from you: when you book online, call, email, fill in a form, send an enquiry through this website, or come in for an appointment.

Sometimes from someone else, where you have agreed or the law allows it — for example a referral from your GP or specialist, reports from other health providers, your NDIS plan manager or insurer, or a parent, guardian or carer when they are booking for you.

Why we use it

• To assess and treat you, and to plan your care.
• So the practitioners who treat you here can work from the same notes and the same plan.
• To contact you about your appointments, enquiries and care — including appointment reminders by SMS or email.
• To process payments and claims with Medicare, DVA, the NDIS, your health fund or your insurer.
• To run the practice: billing, record keeping, quality and safety checks.
• To meet our legal and professional obligations.

Marketing. We only send you marketing messages if you have agreed to them, for example by ticking the SMS consent box on our contact form. You can stop them at any time by replying STOP to a message, or by telling us. Opting out of marketing does not affect your appointment reminders.

Who we share it with

We do not sell your personal information. We share it only where it is needed, where you have agreed, or where the law allows or requires it:

• The practitioners involved in your care here, and — with your agreement, or where it is directly related to your care — your GP, the person who referred you, and other health professionals treating you.
• The organisations paying for your care — Medicare, DVA, the NDIS or your plan manager, your health fund, or your insurer — so claims can be processed.
• The services we use to run the practice, which handle information on our behalf:
  • Cliniko — our practice management system. It holds your clinical records, appointments and invoices, and runs our online booking. Our Cliniko account is hosted in Australia.
  • GoHighLevel (LeadConnector) — the system that receives enquiries from our website contact form and manages our messaging.
  • Tyro — card payments and health fund claiming at the desk.
  • Cloudflare — hosts this website and carries your enquiry from the contact form to us. It does not keep a copy.
• Anyone the law requires us to tell — for example under a court order or subpoena, or to lessen a serious threat to someone’s life, health or safety.

Information that goes overseas

Your clinical records are held in Cliniko in Australia. Enquiries sent through our website contact form are stored by GoHighLevel, which is based in the United States, and Cloudflare may carry them through servers outside Australia on the way. We use these services on terms that require them to protect your information. If you would rather your details did not leave Australia, please call us on 02 4232 2222 instead of using the form.

This website

This website does not use analytics or advertising cookies, and does not track you. Our booking page shows Cliniko’s booking system, which sets the cookies it needs to take your booking.

Please keep contact form messages general and save detailed health information for your appointment.

How we keep it safe

Your information is held in secure, password-protected systems, and only the people who need it to do their job can see it. Our staff are bound by confidentiality.

We keep health records for at least seven years after your last visit — or, if you were under 18 when we collected them, until you turn 25 — as NSW law requires. After that, we destroy or de-identify them securely.

If there is a data breach that is likely to cause you serious harm, we will tell you and the Office of the Australian Information Commissioner, as the Notifiable Data Breaches scheme requires.

Staying anonymous

You can ask us general questions, for example about our services or prices, without telling us who you are. We cannot provide health care anonymously, because we need to know who we are treating to do it safely.

Seeing or correcting your information

You can ask for a copy of the information we hold about you, or ask us to correct something that is wrong, out of date or incomplete. Contact us using the details below. We will confirm who you are first, and respond within 30 days.

There is no charge to ask. We may charge a reasonable fee to cover the cost of copying a large record, and we will tell you the amount first. If we cannot give you access or make a correction, we will explain why in writing.

Making a complaint

If you are concerned about how we have handled your information, please tell us first so we can put it right. Contact our Practice Manager using the details below. We will respond within 30 days.

If you are not satisfied with our response, you can complain to:

• the Office of the Australian Information Commissioner — oaic.gov.au, 1300 363 992
• the NSW Information and Privacy Commission — ipc.nsw.gov.au, 1800 472 679

Contact us

Practice Manager, Solutions4Wellbeing
18/106 Terralong Street, Kiama NSW 2533
Phone 02 4232 2222
Email [email protected]

Changes to this policy

We may update this policy from time to time. The current version is always on this page, and the date at the top tells you when it last changed.