Privacy Policy

Restore Osteo Privacy Policy

The objective of this document is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information. 

Who can I contact about this policy?

For enquiries concerning this policy, you can contact Restore Osteo via email to laurie@restoreosteo.com.au.

When and why is your consent necessary?

When you register as a patient of this practice, you provide consent for the osteopaths and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you. 

It is important to us that as our patient, you understand why we collect and use your personal information. 

By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below. 

Why do we collect, use, store, and share your personal information? 

The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards. 

What personal information is collected? 

The information we will collect about you includes your: 

• names,      date of birth, addresses, contact details 
• medical      information including medical history, medicines, allergies, and adverse      reactions, immunisations, social history, family history and risk factors 
• Medicare      number (where available) for identification and claiming purposes 
• healthcare      identifier numbers 
• health      fund or third-party insurer details (e.g., TAC, WorkCover, DVA). 

Can you deal with us anonymously? 

You can deal with us 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 is personal information collected?

The practice may collect your personal information in several different ways:

• When      you make your first appointment, the practice team will collect your      personal and demographic information via your registration forms. 
• We may      also collect your personal information when you visit our website, send us      an email or SMS, telephone us, make an online appointment, or communicate      with us using social media. 
• In      some circumstances, personal information may also be collected from other      sources, including:
  • Your       guardian or responsible person. 
  • Other       involved healthcare providers, such as general practitioners,       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       relevant). 
• While      providing medical services, further personal information may be collected      via electronic health networks or online appointments. 

Various types of images may be collected and used, including:

• Photos      and medical images: These can be taken      using devices for medical purposes, securely uploaded directly to your      clinical file. 

We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes.

When, why and with whom do we share your personal information? 

We sometimes share your personal information: 

• with      third parties for business purposes, such as accreditation agencies or      information technology providers – these third parties are required to      comply with APPs and this policy 
• with      other healthcare providers (e.g., in referral letters or reports to your      GP) 
• 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 
• to      assist in locating a missing person 
• to      establish, exercise or defend an equitable claim 
• for      the purpose of confidential dispute resolution process 
• when      it is a statutory requirement to share certain personal information (e.g.,      some diseases require mandatory notification). 

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

We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. 

Will your information be used for marketing purposes?

The practice will not use your personal information for marketing any goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing. 

How is your information used to improve services?

The practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team. 

We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations, patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included. 

How are document automation technologies used?

The practice uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information. 

These document automation technologies are used through secure medical software, primarily Cliniko (practice management) and Xero(financial processing). All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team. The practice complies with the Australian privacy legislation and APPs to protect your information. 

How are Artificial Intelligence (AI) Scribes used?

The practice uses an AI scribe tool to support osteopaths taking notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. 

The practice AI scribe service is Heidi Health. Heidi Health: 

• does      not share information outside of Australia. 
• destroys the audio file immediately once the transcription is complete. 
• removes sensitive, personal identifying information as part of the      transcription. 

The practice will only use data from our digital scribe service to provide healthcare to you. 

How is your personal information stored and protected?

The practice stores all personal information securely in electronic formats. Health records and appointment details are secured via our cloud-based practice management software (Cliniko), and billing data is secured via our accounting software (Xero). Both platforms utilise robust, industry-standard encryption, password protection, and restricted access protocols to safeguard your personal information against unauthorised access, modification, or disclosure. 

How can you access and correct your personal information at the practice?

You have the right to request access to, and correction of, your personal information. The practice acknowledges patients may request access to their medical records. 

To request access to or correct your personal information, please submit your request in writing to laurie@restoreosteo.com.au. The practice will respond to any requests to access or correct your personal information within 30 days. 

The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information by contacting us directly. 

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

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing to laurie@restoreosteo.com.au.We will then attempt to resolve it in accordance with our internal resolution procedure within 30 days. 

If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner (OAIC). The OAIC will require you to give us time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992. 

Alternatively, you may lodge a complaint with the Health Complaints Commissioner (Victoria) by visiting hcc.vic.gov.au or calling 1300 582 113.

How is privacy on the website maintained?

At Restore Osteo, any personal information you share with us through our website, email, and social media is handled securely and confidentially. This practice website may use basic analytics and cookies to improve user experience. 

Policy review statement

Our privacy policy is regularly reviewed to ensure compliance with current obligations. 

If any changes are made:

• They      will be reflected on the website. 
• Significant      changes may be communicated directly to patients via email or other means.      

Please check the policy periodically for updates. If you have any questions, feel free to contact us. 

Last Updated: July 2026.