Privacy policy

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We respect your privacy 

Mobility Physiotherapy respects your right to privacy and is committed to keeping the privacy of our customers and website visitors safe. We adhere to the Australian Privacy Principles contained in the Privacy Act 1988. This policy sets out how we collect and treat your personal information. 

Our main functions and activities

Mobility Physiotherapy is an Allied Health Professional providing physiotherapy services to individuals in the Townsville region. We are a mobile service conducting in-home or site-based sessions. We use your personal information to provide appropriate physiotherapy services to you.

The kinds of personal information we collect and hold 

Mobility Physiotherapy collects and stores personal and sensitive information you provide to us directly or give to us in other forms. This is always done with your consent. The type of information we collect includes, but is not limited to:

·  Personal information - name, address, phone number, date of birth, signature

·  Clinical notes

·  Medical records, lifestyle factors and family health history

·  Specialist reports, test results, imaging films

·  Referral letters

·  Employment details

·  Next of Kin details

·  Medicare details

·  Private health insurance and/or third-party insurance details

·  Payment and financial institution details 

·  National Disability Insurance Scheme, Department of Veteran Affairs or My Aged Care details

·  Photos of patients 

We will collect additional information at other times, including but not limited to: 

·  Feedback you provide to us

·  Information about your personal or business affairs (i.e., occupation)

·  Change of your personal details

·  Responses to surveys and/or promotions

·  How you heard about our services

How we collect your personal information 

Mobility Physiotherapy collects personal information from you in a variety of ways, including:

·  When you interact with us over the phone, electronically or in person

·  When you make a booking through our website

·  When we provide our services to you

·  Information received from third parties including healthcare providers, insurers and lawyers

·  When we take a photo of the area we are treating

Use of your personal information 

Mobility Physiotherapy uses personal information collected from you to provide you with physiotherapy services suited to your circumstances. We may also make you aware of new services and information available to you, for example we might email you information from an external website that is relevant to your treatment. We may use your personal information internally to improve our services and better understand your needs.

Mobility Physiotherapy may contact you by a variety of measures including, but not limited to phone, email, SMS or mail.

Mobility Physiotherapy will never sell client information to anyone else.

Disclosure of your personal information 

We share your personal information with our staff, insurers, your employers, professional advisers, agents, suppliers or subcontractors as long as reasonably necessary for the purposes set out in this Policy. Personal information is only supplied to a third party when it is required for the delivery of our services.

We may from time to time need to disclose personal information to comply with a legal requirement, such as a law, regulation, court order, subpoena, warrant, in the course of a legal proceeding or in response to a law enforcement agency request. 

By providing us with personal information, you consent to the terms of this Privacy Policy and the types of disclosure covered by this Policy. Where we disclose your personal information to third parties, we will request that the third party follow this Policy regarding handling your personal information. 

Children, minors, people with disabilities, temporary incapacity or limited understanding of English

Issues that could affect an individual’s capacity to make their own privacy decisions include age, physical or mental disability, temporary incapacity, or limited understanding of English.

We may presume that an individual aged 15 or over has capacity to make their own privacy decisions, if they have maturity and understanding of what is being proposed, unless there is something to suggest otherwise. An individual aged under 15 is presumed not to have capacity to make their own privacy decisions.

In some circumstances, it may be appropriate for a parent or guardian to consent on behalf of a young person, for example, if the child is young or lacks the maturity or understanding to do so themselves.

We will consider if any capacity issues can be addressed by providing appropriate support to enable the individual to have capacity to make their own decisions on privacy. Even with supports if the individual is still unable to make their own decisions on privacy, we will consider who can act on their behalf. Options include:

·  A parent or guardian

·  Enduring power of attorney

·  A spouse, partner, carer, family member or close friend

·  A person who has been nominated by the individual 

We collect, use and disclose information collected in the same manner that applies to all clients. 

Security of your personal information 

Mobility Physiotherapy is committed to ensuring that the information you provide to us is secure. To prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure information to protect it from misuse, interference, loss and unauthorised access, modification and disclosure. 

The transmission and exchange of information is carried out at your own risk. We cannot guarantee the security of any information that you transmit to us, or receive from us. Although we take measures to safeguard against unauthorised disclosures of information, we cannot assure you that personal information that we collect will not be disclosed in a manner that is inconsistent with this Privacy Policy. 

Destruction or de-identification of personal information 

We keep your information in our secure systems for 7 years, as required by law. After this period, we determine, on a case-by-case basis, if your information should be held for a longer period or destroyed. 

Before destroying hard copy information, we ensure it is de-identified before shredding. For electronic information, we ensure all reasonable steps are taken to irretrievably destroy the information. If it cannot be irretrievably destroyed, we take all steps possible to de-identify the information or put the information beyond use.

Before using, disclosing or destroying photos, they are de-identified. If they are unable to be de-identified, we will take steps to inform you of this and obtain your consent before using or disclosing any pictures of you.

Access to and correction of your personal information 

You can request details of personal information that we hold about you in accordance with the provisions of the Privacy Act 1988. If you would like a copy of the information, which we hold about you or believe that any information we hold on you is inaccurate, out of date, incomplete, irrelevant or misleading, please email us at feelbetter@mobilityphysio.com.au.

At any time you would like to correct your personal information we hold, please communicate with us. 

We reserve the right to refuse to provide you with information that we hold about you, in certain circumstances set out in the Privacy Act. 

Complaints about privacy 

If you have any complaints about our privacy practises, please email the details to feelbetter@mobilityphysio.com.au. We take complaints very seriously and will respond shortly after receiving written notice of your complaint. We we cannot resolve your complaint, it may be taken to a recognised external dispute resolution scheme, and lastly, the complaint may be taken to the Office of the Australian Information Commissioner (OAIC).

Changes to Privacy Policy 

Please be aware that we may change this Privacy Policy in the future. We may modify this Policy at any time, in our sole discretion and all modifications will be effective immediately upon our posting of the modifications on our website. Please check back from time to time to review our Privacy Policy. 

Website 

When you come to our website (mobilityphysio.com.au) we may collect certain information such as browser type, operating system, website visited immediately before coming to our site, etc. This information is used in an aggregated manner to analyse how people use our site, such that we can improve our service. 

We use cookies on our website. Cookies are very small files which a website uses to identify you when you come back to the site and to store details about your use of the site. Cookies are not malicious programs that access or damage your computer. Most web browsers automatically accept cookies but you can choose to reject cookies by changing your browser settings. However, this may prevent you from taking full advantage of our website. Our website uses cookies to analyse website traffic and help us provide a better website visitor experience. In addition, cookies may be used to serve relevant ads to website visitors through third party services such as Google Adwords. These ads may appear on this website or other websites you visit. 

Our site may have links to other websites not owned or controlled by us. These links are meant for your convenience only. Links to third party websites do not constitute sponsorship or endorsement or approval of these websites. Please be aware that Mobility Physiotherapy is not responsible for the privacy practises of other such websites. We encourage our users to be aware, when they leave our website, to read the privacy statements of each and every website that collects personal identifiable information.