Privacy policy.

Introduction

This privacy policy is to provide to you information on how your personal information (which includes your health information) is collected and used within this practice, and the circumstances in which we may share it with others.

Why and when your consent is necessary

By becoming a patient of Flōs Naturopathy, you consent to the collection and use of your personal information so that we can provide you with high-quality health care. Only staff who need access to your information for care or practice administration will be able to access it. If your information is required for any purpose outside of your care, we will seek your explicit consent. Without this information, we may not be able to provide care.

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

Your personal information is collected to ensure you receive comprehensive health care. It may be used for:

  • Assessing and managing your health needs

  • Administrative purposes (e.g., appointments, billing)

  • Practice operations such as audits, staff training, and quality improvement

  • Practice audits, and business processes.

What personal information do I collect?

We may collect and hold information such as:

·       Your full name, date of birth, address, contact details, and occupation

·       Medical history, presenting complaints, medications, allergies, immunisations, lifestyle details, family history, risk factors, and findings from pathology tests or other investigations.

Dealing with us anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

How do we collect your personal information?

We may collect information in the following ways:

  1. When you register or book appointments and complete associated registration forms

  2. During consultations and health assessments

  3. We use AI technology as a note-taking assistant during consultations. This tool creates draft session notes based on our conversation to support clinical accuracy and efficient documentation. These notes are reviewed by the practitioner and remain confidential.

  4. Through your interactions with us online, including our website, social media, email, or phone

  5. From third parties when necessary and appropriate, such as:

    • Your guardian or carer

    • Other health professionals (e.g., specialists, allied health practitioners)

    • Pathology and imaging services

    • Your health fund, Medicare, or the Department of Veterans’ Affairs

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

We will only share your personal information:

  • With your consent

  • When necessary for your care (e.g., with other health professionals)

  • When required by law (e.g., insurance, workers’ compensation claims)

Your personal information will not be shared with any third party outside Australia without your consent, unless required by law.

We may use de-identified data for quality improvement or practice research purposes.

How do we store and protect your personal information?

Your personal information may be stored in various formats, such as:

  • Paper records

  • Electronic health records

  • Images (e.g., X-rays or other scans, where applicable)

All records are stored securely. This includes:

  • Password-protected digital systems (e.g., Practice Better)

  • Locked filing cabinets for physical documents

  • Confidentiality agreements with staff and contractors

  • Secure backup systems for digital data

We take all reasonable steps to protect your personal information from misuse, interference, and loss, as well as from unauthorised access, modification, or disclosure.

How can you access and correct your personal information?

You may request access to or correction of your personal information. To do this, please submit your request in writing to:

Nancy McMaster – Flōs Naturopathy Email: hello@flosnaturopathy.au Phone: 0402 940 267

We will respond to your request within 30 days. There may be a reasonable fee to cover the cost of providing access to your records. There is no charge for making the request.

We take reasonable steps to correct your personal information where the information is not accurate or up to date. We may request to verify that your personal information is correct and current.

How to Make a Privacy Complaint

We take privacy concerns seriously. If you believe your privacy has been breached, please submit a written complaint to:

Nancy McMaster – Flōs Naturopathy Email: hello@flosnaturopathy.au Phone: 0402 940 267

We will acknowledge your complaint within 30 days.

You may also contact the Office of the Australian Information Commissioner (OAIC). Generally, the OAIC will require you to give them time to respond before they will investigate.

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

Privacy and website

Our website may collect limited personal information via forms or cookies to improve user experience. We may also use website analytics (e.g., Google Analytics) to understand how visitors use the site. You can manage cookies through your browser settings. We do not collect sensitive health data through our website without your consent.

Policy review statement

This privacy policy will be reviewed regularly to ensure it reflects changes in laws or practice operations. Updates will be posted on our website at www.flosnaturopathy.au and can also be provided upon request.

Last updated: 28th March, 2025