Our commitment to you
In order to provide care and services to you, we need to collect, store, use and disclose some sensitive information. We understand that it is important to you that we protect your privacy when we do this and we are committed to keeping your information safe and secure ensuring your privacy is maintained at all times.
*Sensitive information refers to medical information, religion and cultural information.
Our Privacy Statement
Our privacy statement outlines the process we use to collect, use and protect your information across all of our service offerings. The team at Absolute Care & Health is committed to adhering to these processes at all times.
The information we collect
We collect a variety of information depending on the level of service you require. All clients will be asked to provide basic information such as contact details (including address, email address, phone number or mobile telephone number) and details of emergency contacts.
We will collect more in-depth information depending on the type of care you are receiving and how this care is being funded. This information will include:
- Medical Presentation and Health History
- Religious and Cultural preferences
- Banking information such as credit card details and bank account details for direct debit and reimbursement purposes
We understand that medical information, religion and cultural information is sensitive and we will ensure this information is not shared without your consent.
How we collect your information
There are two ways in which we collect your information:
- You give it to us when you or your representative discusses your care needs with us. This may be through direct contact with our Care Coordinators and Care Managers. You will also give us sensitive information when you discuss your health history with our health assessment nurses.
- You may also provide information to us when using our website. The type of information that we collect from you will depend on what services you use on our website. For example, when completing a ‘contact us’ form, we will request personal information such as your name, your e-mail address and a contact phone number.
- We obtain information from outside sources like TAC, My Aged Care, NDIS and other agencies who we provide care for.
For each visitor to our website, our web server collects the following type of information for statistical purposes:
- The number of users who visit the website
- The date and time of visits
- The number of pages viewed
- Traffic patterns
This is anonymous statistical data and no attempt will be made to identify users or their browsing activities. We use this data to evaluate our website performance and to improve the content we display to you.
How we keep your information
We may keep your information in hard copy or electronic format. Any hard copy information is stored securely at our head office. We use a combination of technical solutions, security controls and internal processes to help up protect your information and our network from unauthorised access or disclosure.
When capturing customer data on our website it is passed through a secure server using encryption technology to ensure that your information is protected when being sent over the Internet. Additionally, all stored customer information is protected from unauthorised access through the use of secure passwords and usernames or other security procedures.
How we use your information
We will not use your personal information for any purpose which is not related to the products or services we provide or for any purpose for which you would not reasonably expect us to use the information. Your information may be used by Absolute Care & Health to enable us to offer you other products and services that will enhance our relationship with you. It is your decision whether you wish us to provide this service to you. We may release information about you where there is a duty to the public to disclose that information. However, we will not sell or disclose your information to any individual or entity outside Absolute Care & Health, for marketing purposes.
Any sensitive information which we collect will only be used by us to help provide you with the care you need. We will not disclose or release this information without your consent, unless we are required to do so, such as an emergency situation. In this instance, we will make all attempts to contact your emergency contact person to gain consent to release your information to other health providers.
How to access or correct your personal information
If you need to change any details you have provided us, you can do so by contacting our Care Coordinators, Care Managers or Case Manager. If you would like a copy of your medical record, you may request this in writing through our Governance team.
How to make a privacy complaint
If you feel we have breached your privacy in any way you can lodge a complaint with our Governance team. This can be via phone, postal mail or email. We will contact you within 24hrs or the next business day if you made the complaint on the weekend. If we are unable to resolve the complaint in the first instance we will write to you acknowledging your complaint and the issues you have raised. We will conduct an investigation and have an outcome for you within 30 days.
Whilst we hope we will be able to resolve your complaint without the involvement of a third party, you may also be able to lodge a complaint with the Aged Care Complaints Commissioner or the Health Complaints commissioner.
How to contact us
Phone: (03) 9827 8899
Email: [email protected]
Postal Address: PO Box 9199, South Yarra VIC 3141