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HelloDoc acknowledges your rights to privacy and respects the importance of protecting your confidentiality. HelloDoc is committed to ensuring your personal information is professionally managed in accordance with all Australian Privacy Principles (APPs). This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we share it with third parties.
When you register as a patient of HelloDoc, you provide consent for our Practitioners and the practice staff to access and use your personal information so that they can provide you with the best possible healthcare. Only staff and practitioners 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 from you to do this.
HelloDoc will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, as well as business processes (eg staff training).
The information that we collect about you includes:
HelloDoc provides leading telepsychiatry and telepsychology services in Australia. Our Psychiatrists and Psychologist are dedicated to providing patient centred care. If you do not provide us with the requested personal information required for our medical professionals to provide adequate service, they may not be able to provide the requested services to you, either to the same standard or at all.
Your personal information will not be shared, sold, rented, or disclosed other than as described in this Privacy Policy or as permitted under the Act.
In certain circumstances, if our medical professionals are concerned about your safety or safety of others, your personal information including personal details and relevant sensitive information may be disclosed to the relevant authorities.
You have the right to request access to, and correction of, your personal information. HelloDoc acknowledges that you may request access to your medical records.
We require that you provide consent and that you put this request in writing to admin@hellodoc.com.au and our practice will respond within a reasonable time. Please allow 7 business days for a response.
You may incur a cost for the transfer of medical record; you will be informed of this at the time of the request. The cost is to cover the time and resources required to retrieve and prepare records for transfer or access. Where access is denied or needs to be limited due to concerns about your health and wellbeing or that of another person, this will be discussed with you.
HelloDoc will take reasonable steps to correct personal information where it is satisfied to ensure it is accurate and up to date. This is undertaken by our Administration staff who will ask you at each contact what your current phone number, address and date of birth are. You are encouraged to request that HelloDoc corrects or updates your information each time that you have contact with HelloDoc.
As a leading provider of telepsychiatry and telepsychology, HelloDoc takes the privacy and security of your personal information seriously. This means that our website and other external software that are used to provide services are password protective, are backed up and there is no public access to confidential information.
We continuously take measures to set the highest standard of security and to deliver services through secure platforms to ensure your privacy is maintained. However, except to the extent liability cannot be excluded due to the operation of statute, we exclude all liability (including negligence) for the consequence of any unauthorised access to, disclosure of, misuse of or loss or corruption of your personal information. You understand and accept that there is a risk of privacy breach due to the use of telehealth facilities, including but not limited to; email, fax, and electronic communications. Please notify us immediately if you become aware of any breach of security.
If you have any concerns about your privacy or wish to make a complaint about a privacy breach, please contact us at hello@hellodoc.com.au This information will be treated confidentially.
You should provide us with sufficient details regarding your complaint together with any supporting information. We will take steps to investigate the issue and will notify you in writing of the outcome within 30 days from the receipt date of original written complaint.
If you are not satisfied with our response, you can lodge a complaint with your State Ombudsman, Health Complaints Commissioner or similar representative body.
This policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. Any changes will be made public via our website.
Effective 1st November 2021
