Privacy Policy

How Burwood Podiatry & Lower Limb Rehab collects, uses, discloses and protects your personal and health information.

Burwood Podiatry & Lower Limb Rehab (“we”, “us”, “our”) is operated by Medcentre Podiatry Pty Ltd (ABN 79 604 620 117). This policy explains how we handle your information and your rights.

1. About this policy

This policy covers patients, carers, representatives, referrers, website visitors, contractors and suppliers, and information collected in person, by phone, email, online booking or website.

2. The information we collect

For patients, this is generally:

• Personal details — name, date of birth, address, phone number, email, occupation and emergency contact.
• Health information — your reason for attending, symptoms, medical and podiatric history, medications and allergies, relevant conditions (for example diabetes or circulatory conditions), gait and biomechanical findings, diagnoses, treatment and management plans, clinical notes, clinical images or photographs of your feet and lower limbs (see section 8), orthotic prescriptions, and correspondence with other practitioners about your care.
• Funding and billing details — Medicare, private health fund, DVA, NDIS, SIRA/workers-compensation or aged-care scheme details relevant to your funding pathway; any GP referral or care-plan information; appointment history, invoices and payment records.

Health information is “sensitive information” under privacy law and receives a higher level of protection. We generally collect health information with your consent and only as reasonably necessary. Collection without consent occurs only where permitted or required by law.

3. How we collect it, and being anonymous

We collect directly from you where practicable, including intake forms, bookings and conversations. Where expected or necessary for care, we also collect from treating clinicians, imaging or pathology providers, authorised representatives, Medicare, DVA, health funds, NDIS/aged-care case managers or SIRA insurers.

The website does not collect enquiries through a web form. General enquiries can be made by phone or email. Please do not include medical history, referral documents or other sensitive health information in a general email.

General enquiries may be anonymous or use a pseudonym. Clinical care, accurate records and funded claims generally require your true identity, making anonymous treatment impracticable.

4. Why we collect and use it

We use information for assessment, diagnosis, treatment and continuity of care; appointments and results; care-team communication; orthotics, imaging and related services; claims and payment; reminders and recalls; quality, safety, training and administration; complaints or legal claims; and legal obligations.

5. Who we share it with

We do not sell your personal information. We share it, only as reasonably necessary, with: the podiatrists and staff involved in your care; your GP, referrers, specialists and other treating practitioners; imaging, pathology and orthotic laboratories and suppliers involved in your treatment; Medicare, your health fund (via HICAPS), DVA, an NDIS/aged-care case manager or a SIRA/workers-compensation insurer, for claims and funding; our contracted service providers (for example our practice-management and booking software, IT support and accounting providers) for the services they provide to us; a parent, guardian, carer or authorised representative where appropriate; our professional advisers, insurers and, where required, regulators or courts; and others where you consent or where the disclosure is required or authorised by law (for example to lessen or prevent a serious threat to life, health or safety).

6. Reminders, recalls and marketing

Care-related reminders, recalls and information may arrive by phone, SMS, email or mail. News and educational messages are opt-in, with an unsubscribe option. We never sell details for marketing. Opting out does not stop clinical reminders or recalls.

7. Storage, security and how long we keep records

We take reasonable steps against misuse, interference, loss and unauthorised access, modification or disclosure. Contact us about information access or service security before sharing sensitive details.

Under NSW health-records law, records are generally kept at least 7 years after an adult’s last service, or until 25 for patients treated under 18, and longer where necessary. Once no longer needed and retention periods have passed, records are securely destroyed or de-identified.

8. Clinical images

Clinical photographs require your consent, are securely stored in your record and used only as agreed. Teaching or promotional use requires separate, express consent. You may decline or withdraw that consent without affecting care.

9. Third-party systems and overseas disclosure

Some systems we use to run the clinic are provided by third parties:

• Bookings and records: Nookal handles practice management and online bookings. Details entered on its booking page are collected and stored under its privacy policy and ours.
• Website enquiries: The website does not collect enquiries through a web form. General enquiries can be made by phone or email. Do not include sensitive health information in a general email.
• Website analytics: This website uses Google Analytics to understand how visitors use it — for example, which pages are viewed, how visitors found the site, and approximate location and device type. This includes the pages you visit, which may include pages about particular foot conditions, but it does not identify you and is not linked to your patient record. Google may process this information outside Australia, including in the United States. See our Cookie Policy for how to opt out.
• Professional referrals: Health professionals may choose to email referrals to the clinic’s general email address. Email is available but is not a secure referral portal. The referring professional or organisation is responsible for deciding whether email is appropriate, confirming authority and consent, and applying any secure-email or document-protection measures required by their policies. Referrers may call the clinic first if they prefer another transfer method.
• After-hours calls: an automated assistant may collect your name, number and general reason for calling for team follow-up under this policy. Avoid sensitive health details; discuss clinical matters during opening hours or at your appointment.

Information sent by email or handled by third-party systems may be processed outside Australia. Where we do disclose personal information to an overseas recipient, we take reasonable steps under Australian Privacy Principle 8 to ensure it is handled consistently with the Australian Privacy Principles.

10. Data breaches

We contain and assess suspected or actual breaches. If serious harm is likely, we notify you and the OAIC as required by the Notifiable Data Breaches scheme, Part IIIC of the Privacy Act 1988 (Cth).

11. Automated decision-making

Your treating practitioner makes clinical decisions. We do not make significant care or funding decisions solely by automated programs. Any introduction of such decision-making will be explained here under Privacy Act obligations.

12. Cookies and this website

The Cookie Policy explains website and third-party services. This site currently uses no analytics or advertising cookies and has no cookie-choice banner.

13. Accessing and correcting your information

You may request access or correction of inaccurate, outdated, incomplete or misleading information. Requests are free; retrieval or copying may attract a reasonable fee disclosed beforehand. We verify identity, usually respond within 30 days and provide your preferred access where reasonable. The law allows limited refusals, including serious safety threats or unreasonable impacts on others’ privacy. We explain any refusal and review options.

14. Complaints and how to contact us

Contact our Privacy Officer with questions or complaints. We will respond promptly.

If you are not satisfied with our response, you can contact either privacy regulator:

For concerns about clinical care specifically, you can also contact the Health Care Complaints Commission (NSW) or the Australian Health Practitioner Regulation Agency (AHPRA).

15. Changes to this policy

We may update this policy as practice or law changes. The dated current version is available here and at the clinic.