Privacy Policy

At Private Medical ("we," "our," or "us"), we are committed to protecting your privacy and managing your personal and health information with the highest standards of confidentiality and care.

This Privacy Policy outlines how we collect, use, disclose, and safeguard your information in accordance with the Australian Privacy Principles (APPs) contained in the Privacy Act 1988 (Cth), as well as applicable state and territory health records legislation.

1. Scope of Our Services

Our telehealth services are provided exclusively to individuals located within Australia. We do not offer services or intentionally collect information from individuals outside of Australia.

2. Information We Collect

To provide you with high-quality medical care via telehealth, we need to collect relevant personal and health information.

Personal Information

• Full name, date of birth, and gender
• Contact details (address, phone number, email)
• Medicare card number, Individual Healthcare Identifier (IHI), or private health insurance details
• Emergency contact/next of kin details

Health & Sensitive Information

• Medical history, current symptoms, medications, allergies, and adverse reactions
• Consultation notes, diagnoses, treatment plans, and clinical records
• Referrals, pathology results, and diagnostic imaging reports
• Video and audio recordings (if explicitly agreed upon for clinical reasons — we will always ask for your consent first)

Technical Data

• IP address, device type, browser type, and operating system used to access our telehealth platform
• Log data regarding time and duration of virtual consultations

3. How We Collect Your Information

We collect information primarily directly from you:

• Directly from You: When you complete online booking forms, book an appointment, or speak with our doctors during a telehealth consultation.
• From Third Parties: In some circumstances, we may receive information from other healthcare providers (e.g., specialists, pathology labs, or your regular GP) with your consent.
• Automatically: Via secure cookies and analytics tools on our website to ensure platform stability and security.

4. How We Use Your Information

We collect and use your information strictly for medical and business operations, including:

• Assessing, diagnosing, and delivering telehealth consultations and medical care
• Writing prescriptions, issuing medical certificates, and creating referrals
• Processing billing, Medicare claims, or health insurance rebates
• Communicating with you regarding appointments, follow-ups, or service updates
• Complying with legal, professional, and regulatory obligations under Australian law

5. Disclosure of Your Information

We do not sell, rent, or trade your personal information. We only share your information in the following contexts:

• Healthcare Providers: With specialists, pharmacists, pathology services, or your regular GP when required for your ongoing medical care.
• Service Providers: Secure third-party software partners that host our electronic medical records (EMR), payment gateways, and secure video conferencing systems. All providers must comply with Australian privacy standards. Prior to using any AI tool for consultation documentation, your Private Medical doctor will request your consent.
• By Law: Where required or authorized by Australian law (e.g., court orders, mandatory reporting of certain infectious diseases, or preventing serious threats to life/health).
• Post-Consultation Survey Feedback: Anonymous patient feedback and star ratings from post-consultation surveys may be featured on our Reviews website page.

Data Storage & Offshore Transfers

Your medical records are stored securely within Australia. We prioritize utilizing cloud infrastructure located within Australian data centers to ensure your health data remains subject to Australian privacy protections.

6. Data Security

We take rigorous physical, technical, and administrative measures to secure your data, including:

• End-to-end encryption for video consultations and data transmission
• Secure, role-based access controls for clinical staff
• Use of secure, Australian-compliant Electronic Medical Record (EMR) systems
• Multi-factor authentication across all platforms

While we take all reasonable steps to safeguard your information, no internet transmission is 100% secure. We encourage you to attend telehealth appointments from a private, secure location.

7. Accessing and Correcting Your Information

You have a right to request access to the personal and health information we hold about you, subject to certain exceptions permitted by law.

• You may also request corrections to your information if you believe it is inaccurate, out of date, or incomplete.
• To request access or corrections, please contact our Privacy Officer at [email protected]

8. Complaints & Enquiries

If you have any questions, concerns, or complaints about how we handle your privacy, please contact us first so we can resolve the issue:

• Email: [email protected]
• Phone: 135 001

If you are not satisfied with our response, you can lodge a formal complaint with the Office of the Australian Information Commissioner (OAIC):

• Website: www.oaic.gov.au
• Phone: 1300 363 992