Current as of: 1st November 2022


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 clinic, and the circumstances in which we may share it with third parties. 

Why and when your consent is necessary 

When you register as a patient of our clinic, you provide consent for our osteopaths to access and use your personal information so they can provide you with the best possible healthcare. Only our osteopaths 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, such as contacting your GP or other specialist.

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

Our clinic will need to collect your personal information to provide osteopathic healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health between us as practitioners. We also use it for directly related business activities, such as financial claims and payments, clinic audits and accreditation, and business processes (eg staff training). 

What personal information do we collect? 

The information we will collect about you includes your:

  • names, date of birth, addresses, contact details 
  • medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors 
  • any referrals from other healthcare practitioners and insurance companies
  • copies of medical imaging and associated reports that you have provided 

How do we collect your personal information? 

Our clinic may collect your personal information in several different ways.

  1. When you make your first appointment our online booking system captures your personal and demographic information.
  2. You are then sent an appointment confirmation that includes our online registration form which asks for further details of your medical history and is automatically saved to your individual patient file.  If you are unable to complete this online your osteopath will take the same information verbally from you during your initial appointment and save it in the same way.
  3. During the course of providing osteopathic services, we may collect further personal information. 
  4. We may also collect your personal information when you send us an email or SMS, telephone us, or make an online appointment.
  5. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
  6. your guardian or responsible person
  7. other involved healthcare providers, such as specialists, other allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
  8. your health fund, Medicare, or the NDIS (as necessary). 

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

We sometimes share your personal information:

  • with other healthcare providers once you have given written or other explicit consent for us to do so
  • when it is required or authorised by law (eg 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 there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)

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

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

Our clinic will not use your personal information for marketing any of our 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 our clinic in writing. 

Our clinic may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data. 

How do we store and protect your personal information?

Your personal information may be stored at our clinic as electronic records only.

Our clinic stores all personal information securely in password protected electronic format within the clinic management system and not in paper form, or electronic form outside the clinic management system.

How can you access and correct your personal information at our clinic?

You have the right to request access to, and correction of, your personal information.

Our clinic acknowledges patients may request access to their medical records. We require you to put this request in writing by email to [email protected] and our clinic will respond within a reasonable time at no additional cost to you.  If you require a report to be compiled for a third party such as a solicitor or insurer a small fee may apply for the time taken to prepare this for you.

Our clinic will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our clinic is correct and current. You may also request that we correct or update your information, and you should make such requests in writing by email to [email protected].

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

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.  Please contact us by email at [email protected], by phone 0421 812331 or by post to Sydney Family Osteopaths 69 Arthur Street, Randwick, NSW 2031.

We will aim to respond within 7 days to acknowledge the nature of your complaint and to seek any further information needed to complete a full review within 30 days.

You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit or call the OAIC on 1300 363 992. 

Policy review statement

Our privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. Revised versions will be made available through the online booking system or directly from us by request.