Privacy Policy and Patient Consent
1. Introduction
In alignment with the Privacy Act 1988, Australian Privacy Principles, and Health Privacy Principles, Lionheart Psychology is committed to protecting the privacy of our clients. This policy outlines our approach to managing your personal and health information and clarifies the circumstances under which we might share it with third parties.
2. Consent
Upon registering with Lionheart Psychology, you consent to allowing our psychologists and staff to access and use your personal information for delivering psychological care. Access to your information is limited to personnel who require it. Should there be a need to use your information for other purposes, we will seek additional consent from you.
3. Purpose of Collecting Personal Information
Your personal information is essential for Lionheart Psychology to provide psychological services. The primary reason for collecting, using, holding, and sharing your personal information is to manage your mental health effectively. This information is also vital for business-related activities, such as billing and payments, audits, accreditation, and internal processes like staff training.
4. Types of Information Collected
We collect various personal details, including:
Names, date of birth, addresses, contact details.
Medical and social information: Medical history, psychological history and any diagnoses, social and family history, risk factors.
Medicare number for identification and claims.
Healthcare identifiers.
Health fund details.
Credit card information for billing purposes.
5. Collection Methods
We collect your personal information in several ways:
Initial registration process including web enquiries and forms completed or received prior to commencement of services.
Throughout the course of providing psychological services.
Phone calls, online appointments, and other forms of communication.
Occasionally from other sources such as guardians, other healthcare providers, or government agencies, when direct collection from you is impractical.
Information obtained through claims such as those under TAC, WorkSafe and NDIS through the course of working with you.
6. Sharing Personal Information
Your information may be shared with:
Third parties within the same facility for operational reasons, under strict privacy compliance.
Other healthcare providers.
When legally required or for public safety reasons.
In case of missing persons, legal claims, or dispute resolutions.
For mandatory notifications of certain health conditions.
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 establish, exercise or defend an equitable claim.
For the purpose of confidential dispute resolution process.
With a senior psychologist in a supervision agreement as part of professional development requirements and clinical supervision agreements in accordance with requirements of the Australian Health Regulator – the Australian Health Practitioner Regulation Association.
Access to your information is strictly controlled. We also do not use your personal information for direct marketing without express consent.
7. Storage and Security
Your information is stored electronically, and in some cases physically, under stringent security protocols. Staff members adhere to confidentiality agreements and password policies. Physical records are kept in secure, restricted-access areas. All personal information is stored in Electronic format, in protected information systems or in hard copy format in a secured environment. All psychologists and staff have signed confidentiality agreements upon commencement at the clinic. All psychologists and staff are issued with a login and password, which includes 2-factor authentication as per our password policy. Any hard copies of information are stored in closed cupboards/offices where patients/visitors do not have access and are locked securely.
8. Accessing and Correcting Information
You have the right to access and correct your personal information. Requests for access or correction should be made in writing, and we aim to process these requests within 14 days. Fees for accessing records apply.
The psychologist acknowledges that patients may request access to their medical records. You are required to put this request in writing via our Request for Personal Health Information form. All requests are aimed to be processed within 14 business days and a fee is charged in accordance with the current Health Records Act guidelnes.
All reasonable steps are taken to correct your personal information where the information is not accurate or up to date. From time to time, you will be asked to verify that your personal information is correct and current. You may also request to correct or update your information, and you should make such requests in person at the clinic.
9. Privacy Concerns and Complaints
Privacy concerns should be addressed in writing to our Practice Manager or your psychologist. We adhere to a robust resolution procedure and take complaints and concerns regarding privacy seriously. For unresolved issues, you may contact the OAIC or the Office of the Health Services Commissioner Victoria.
All psychologists are either independent contractors who have established their business at this location or employees. Please discuss any concerns you have with your psychologist, or you may write to the Practice Manager who can follow up any problem on your behalf. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with the resolution procedure. 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 www.oaic.gov.au or call the OAIC on 1300 363 992.
10. Policy Review
This policy is reviewed annually to ensure ongoing compliance and relevance.
11. Contact Information:
– OAIC: www.oaic.gov.au, 1300 363 992.
– Health Services Commissioner Victoria: http://hcc.vic.gov.au, 1300 582 113.