PRIVACY, CONFIDENTIALITY AND CANCELLATIONS POLICY

For Personal Mentoring and Development Consultation

This privacy and confidentiality policy outlines our commitment to handling and protecting personal and sensitive information provided to us. In collecting, maintaining and storing personal and sensitive information Meliora Health and Wellbeing will uphold an individual’s right to privacy and confidentiality whilst ensuring relevant data is collected to maximise client outcomes.

What information we may collect

When an individual enquires or books a personal mentoring and development consultation, they become a client of Meliora Health and Wellbeing. At this time an individual is asked to read and provide consent for our staff to collect, access and use your personal information so we can provide you with the best possible guidance and care. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent, in writing, from you unless it is under the circumstances stipulated in this privacy policy.

Personal Information is any information or opinion, true or not true, recorded or not recorded, about an individual who can be identified. Including:

·       Name, date of birth, email address, phone number (s), addresses or any other contact information and basic identifying information.

·       Any reference numbers or plan details from any third party such as, but not limited to, Centrelink, Workcover, NDIS or Insurance numbers.

·       Payment details from an individual to Meliora Health and Wellbeing or Meliora Health and Wellbeing to an individual.

·       Information provided when an individual completes surveys, forms or promotions.

·       Any communication preferences an individual has such as to receive marketing or updates from Meliora Health and Wellbeing.

Sensitive Information is a sub-set of personal information relating to your racial or ethnic origin, gender, political opinions, religion, trade union or other professional associations or memberships, philosophical beliefs, sexual orientation or practices, criminal records, health information or biometric information. Meliora Health and Wellbeing may collect sensitive information such as (but not limited to):

·       When you make a booking or enquire to book and during in consultation sessions we may collect information about you such as health information, psychological difficulties and needs, family history and current relationships, relationships, traumatic experiences, ethnic or racial background, religion, psychological services you may have experienced and why and relevant health or medical difficulties.

Throughout this policy the use of the term Personal Information will include Sensitive Information also.

Why do we collect, use, hold and potentially disclose your personal information?

Meliora Health and Wellbeing will need to collect your personal information to provide thorough wellbeing consultation services to you. Our main purpose for collecting, using and holding your personal information is to manage your wellbeing care. Meliora Health and Wellbeing will only collect information that is necessary for our service delivery to you. Meliora Health and Wellbeing will use personal information for directly related business activities, such as financial claims and payments, practice audits and accreditation and business processes. More specifically we may collect, hold, use and disclose information for the following reasons:

·       To provide administrative support services including appointment scheduling and billing.

·       To facilitate your access to consultancy services by allocating you to the most appropriate consultant.

·       To contact and communicate with you about any enquiries you make with Meliora Health and Wellbeing through any platform i.e. phone, website, social media.

·       For internal record keeping, administrative, billing and invoicing.

·       For advertising and marketing including sending promotional information about events or specials that may interest you or be relevant to your needs or that may benefit you.

·       To comply with our legal obligations or if otherwise required or authorised by law.

·       To contact emergency services if necessary or your emergency contact if necessary.

Dealing with us anonymously

You have the right to deal with Meliora Health and Wellbeing anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

How do we collect your personal information?

Meliora Health and Wellbeing may collect your personal information in several different ways.

1.              When you make your first appointment (online or by email) Meliora Health and Wellbeing will collect your personal and demographic information.

2.              During the course of providing consultation services, we will collect further personal information (including sensitive information) to be able to provide consultation services.

3.              We may also collect your personal information when you visit our website, send us an email, telephone us, or make an online appointment.

4.              In some circumstances personal information may also be collected from other sources. You will always be aware of this occurrence if it were to occur.

Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:

•                Your guardian or responsible person

•                Other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services.

•                Your health fund, Medicare, or the Department of Veterans’ Affairs (if necessary) or any such services.

When, why and with whom would we need to share your personal information?

Meliora Health and Wellbeing is sometimes required to share / disclose your personal information. You will always be informed, if we are required, and consent obtained; unless requested and authorised by law:

•                With third parties who may need to work with us for business purposes, such as accreditation agencies or information technology providers, auditors, insurers and insurance brokers, payment operators, courts, tribunals or regulatory authorities, law enforcement officers – these third parties are required to comply with APPs and this policy.

•                With other healthcare providers on your consent.

•                When it is required or authorised by law (e.g. court subpoenas) .

•                When it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent. Or there is suspicion of an offence (s) being committed and the information is needed to act.

•                To assist in locating a missing person.

•                To establish, exercise or defend an equitable claim.

•                For the purpose of confidential dispute resolution process.

•                When there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification).

Only people who need to access your information will be able to do so. Other than in the course of providing health services, or as otherwise described in this policy, Meliora Health and Wellbeing will not share personal information with any third party without your consent.

Meliora Health and Wellbeing will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are required and permitted by law) without your consent and in line with the Australian Privacy Principles.

How do we store and protect your personal information?

Your personal information will be stored at Meliora Health and Wellbeing via electronic records. At times we may make use of paper records, however these will be converted to electronic records and the paper records will be destroyed.

Meliora Health and Wellbeing stores all personal information securely to protect it from misuse, interference, loss, unauthorised access, modification and disclosure. Electronically this is done by making use of protected information systems. This includes password protected computers and programs, encrypted back-ups etc. All staff and any potential contractors are required to sign confidentiality agreements. We are very committed to be our very best to secure your personal information, however, we can not guarantee the security of any information that is transmitted to or by us over the internet. Unfortunately, the transmission and exchange of information over the internet is carried out at your own risk.

How can you access, control and correct your personal information at our practice?

You have the right to request access to, and correction of, your personal information. You do not have to provide personal information to Meliora Health and Wellbeing, however, if you choose not to it will affect our ability to work affectively with you in our consultation sessions.

You may request access to your consultation notes / records and any personal information we hold about you. We require you to put this request in writing and email it to meliorawellbeing@gmail.com and we will respond within a reasonable time. Please note, in some situations, we may be legally permitted to withhold access to your personal information. If we cannot provide access to your information we will advise you as soon as possible and provide a reason for our refusal and any mechanism available for you to complain about the refusal.

Meliora Health and Wellbeing will take reasonable steps to correct your personal information where the information is not accurate or up to date, is incomplete, irrelevant or misleading. From time to time, we will ask you to verify that your personal information held by us is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to meliorawellbeing@gmail.com. On very rare occasions we may be legally permitted to not correct your personal information. If we cannot correct your information we will advise you as soon as possible and provide a reason for our refusal and any mechanism available for you to complain about the refusal.

How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing outlining the full details of the complaint to meliorawellbeing@gmail.com. We will promptly investigate your complaint, setting out the outcome of our investigation and the steps we will take in response to your complaint to resolve it. If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner or Office of the Federal Privacy Commissioner on 1300 363 992, or GPO Box 5218, Sydney, NSW 1042.

Contact and Appointment Reminders

We would like to contact you by email and text message in the future to pass on information about our sessions together, other services, information sheets and strategies.  Please indicate if you do not wish to be contacted in these ways via email to meliorawellbeing@gmail.com. 

Reminders for your appointments will be sent by text and / or email message as a courtesy.  Responsibility for non-delivery of reminders is not held with Meliora Health and Wellbeing; hence, ultimately responsibility for remembering your appointment times does remain with you.  

Cancellation Policy

If you do need to cancel or reschedule your appointment, please give a minimum of two days’ notice (24 hours).  If you cancel within this period or fail to attend the appointment you will be charged the full cost of the appointment.

Amendments

Our privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. Updates/amendments to the policy will be put onto our website – www.meliorahealthandwellbeing.com.

Further information on the overall Terms and Conditions for Meliora Health and Wellbeing can be found on our website www.meliorahealthandwellbeing.com.