Patient Privacy Policy & Collection and Release of Medical Information
At Mastering Movement, we are committed to maintaining the privacy and confidentiality of your personal health information. This Patient Privacy Policy outlines how we collect, use, protect, and disclose your information in compliance with relevant privacy laws and regulations, such as the Privacy Act 1988.
Policy Details:
Collection of Personal Information:
We collect personal information to provide you with the best possible care, manage our clinic operations, and meet our legal obligations. The information we collect includes, but is not limited to:
Contact details (name, address, phone number, email)
Health information (medical history, treatment plans, diagnoses, results)
Payment and insurance information (including WorkCover, TAC, and health fund information if applicable)
Billing details (including credit card or direct debit information, if provided)
Wherever practicable, we collect this information directly from you. Occasionally, we may collect relevant information from:
Other healthcare providers, specialists, or allied health professionals involved in your care
Radiology or pathology providers
Hospitals or other healthcare facilities
Information may be collected by medical or administrative staff in person, over the phone, in writing, via email, text message, or through secure electronic platforms.
We take reasonable steps to ensure your personal information is accurate, complete, and up to date. Please inform us promptly if your details change.
Use of Personal Information:
Your personal health information is used for purposes directly related to your care and the operation of our clinic, including:
Providing assessment, treatment, and ongoing care
Communicating with you about appointments, reminders, and treatment updates
Coordinating with other members of your healthcare team
For billing and payment processing
To comply with legal and regulatory requirements
Confidentiality of Patient Information:
We understand the importance of keeping your health information confidential. We take all reasonable steps to protect your information from loss, misuse, or unauthorised access. All patient records are stored securely in Cliniko, and access is restricted to authorised personnel only. All paper files are uploaded to electronic files in a timely manner and paper copies shredded. Electronic health records are password protected and Two factor authentication is used to protect your information from unauthorised access, loss, or theft.
Disclosure of Personal Information:
We treat your information as strictly private and confidential. We will not disclose your personal health information to third parties without your explicit consent, except in the following cases:
For treatment purposes: We may share your information with other healthcare providers involved in your care within Mastering Movement and externally, such as your General Practitioner, treating doctors and specialists, hospitals etc. This may include the exchange of clinical notes, reports, and results via secure email, fax, phone, or hard copy letter.
For payment purposes: We may share information with insurance companies or billing services for payment processing.
As required by law: We may disclose information to government authorities, law enforcement, or as required by legal or regulatory obligations.
Emergency situations: In the event of an emergency where your health or safety or the safety of others is at risk, we may disclose your information to protect you or others.
Patient Rights:
You have the right to:
Access and request copies of your personal health records.
Request corrections or updates to your health information if it is inaccurate or incomplete.
Request restrictions on how your information is used or disclosed (in some cases - subject to legal requirements).
Request a summary of the disclosures made of your health information.
Electronic Health Records (EHR) and Communication:
If we use electronic health records (EHR) or communicate with you via email, phone, or text, we make every effort to ensure that these communications are secure. However, absolute security of electronic transmissions cannot be guaranteed. Please consider this when sending sensitive information electronically.
Data Retention:
Your personal health information will be retained in accordance with legal and regulatory requirements, which may vary by jurisdiction. Once the retention period has passed, records will be securely destroyed.
Billing & Financial Responsibility:
You have the right to:
Payment is required at the time of consultation.
You are responsible for any rejected WorkCover, TAC, or health fund claims.
Overdue accounts of more than 90 days may be referred to a collection agency or law firm, and you will be liable for all related costs, including legal or administrative fees.
Changes to This Policy:
We may update this policy to reflect changes in our practices or legal obligations. Any changes will be communicated to you.
Contact Us:
If you have any questions or concerns about your privacy rights or this policy, please contact us. We are happy to address any inquiries you may have regarding your personal health information.
Cancellation & No-Show Policy
We understand that life can be unpredictable, and sometimes you may need to cancel or reschedule your appointment. To ensure we can offer timely care to all of our patients, we require 24 hours' notice for any cancellations or changes to your scheduled appointment.
Policy Details:
Cancellations or rescheduling requests must be made at least 24 hours prior to your scheduled appointment time.
If you cancel or reschedule within 24 hours of your appointment, a charge of 50% of the full appointment fee will be applied.
If you do not show up for your scheduled appointment, a charge of 50% of the full appointment fee will be applied.
This fee helps cover the cost of reserving time for your appointment, as we are unable to offer this time to other patients on short notice.
If you miss an appointment without prior notice, you will be considered a "no-show" and the same 50% charge will apply.
Late Arrival Policy
At Mastering Movement, we strive to provide high-quality care to all our patients in a timely manner. We understand that life can sometimes cause delays, but please be aware that arriving late for your appointment may affect your ability to receive the full scheduled service.
Policy Details:
Late Arrivals: If you arrive late for your appointment, we may need to shorten the length of your session to avoid disrupting the schedule of other patients.
Impact on Treatment: If you are more than 15 minutes late, we may need to reschedule your appointment, and a 50% charge of the appointment fee may apply.
No-Show or Late Cancellation: If you miss an appointment or cancel less than 24 hours in advance, the 50% cancellation fee will also apply, as outlined in our cancellation policy.
If you anticipate being late or need to reschedule, please notify us as soon as possible so we can make necessary arrangements.
Illness Policy
At Mastering Movement, we understand that illness can arise unexpectedly, and we want to ensure that both our patients and staff remain safe and healthy. If you are feeling unwell or have symptoms that may be contagious, we ask that you reschedule your appointment to prevent the spread of illness.
Policy Details:
Illness and Cancellations: If you are experiencing symptoms of illness (such as fever, cold, flu, or COVID-19 symptoms), we kindly ask that you reschedule your appointment as soon as possible. Cancellation charges may be waived at our discretion and will be reviewed on a case by case basis. Where possible, please notify us at least 12 hours prior to your scheduled appointment time.
No Show Due to Illness: If you miss your appointment due to illness without prior notification, the 50% cancellation fee will apply as per our standard cancellation policy. However, we understand that health issues can be unpredictable, and we will always try to accommodate your needs fairly.
If you are unsure whether you should attend your appointment due to illness, please contact us, and we will be happy to assist you in making the best decision for your health and the health of others.
We appreciate your cooperation in helping us maintain a safe environment for all patients and staff, respecting our time and the time of other patients, and in ensuring that all patients receive the best possible care without delays.
If you have any questions, please contact us.
Thank you for your understanding and for choosing Mastering Movement for your healthcare needs.
