IN STRIDE HEALTH CLINIC POLICIES
PRIVACY & CONFIDENTIALITY POLICY
In Stride Health Clinic is committed to protecting the privacy and confidentiality of all our clients and we comply with privacy legislation.
We will need to collect some information about you so that we can care for you which includes:
- Name, address, telephone number, email address, dzate of birth.
- Health information, including information provided by a referring health practitioner
- Information about care and treatment, both past and present
- Next of kin or preferred emergency contact person
- Medicare number, Health Care Card number, Private Health Insurance details, Claim details for third parties
- In some instances, medical authority for treatment or to participate in our groups
If there is information about you that you do not want collected or shared with other health care workers, please tell us. This may change the care options available to you, so we will work with you to decide how to give you appropriate care.
How you can access your health information
For more information about privacy and how to access your information, you can ask your health care worker or contact a Director at the clinic.
You will need to complete an In Stride Health Clinic File Information request form which we can email to you. Your information can then be collected from the clinic or mailed/faxed.
CLIENT FEEDBACK POLICY
In Stride Health Clinic welcomes client feedback as it helps us as we strive to continuously improve and provide the highest quality of services.
Our staff are able to help clients in the feedback process or support the client using an advocate or interpreter as required.
Clients will be advised of the outcome following a complaints investigation.
Compliments or Informal Complaints
Talk to a member of staff. Staff should ask if the information can be passed on to the Directors.
Call Louise Hateley or Kathryn Miller (Directors) on 93728091.
Send or drop in a note to the Directors or email them at [email protected]
You can always provide feedback anonymously
If you wish to make a formal complaint, you can use the above process and complete the In Stride Health Clinic: Client Feedback Form.
Compliments will be passed on to the involved staff members promptly.
In Stride Health Clinic is committed resolving any complaints in a confidential and timely manner. All formal complaints are thoroughly investigated including speaking with all involved persons and/or witnesses separately and confidentially, reviewing clinical notes and incident reports.
At the end of the investigation process, the Directors will decide on appropriate action based on the evidence collected, check to ensure the action meets the needs of the complainant and In Stride Health Clinic, provide the complainant with information about what has happened and what action we have or will be taking to ensure the problem doesn’t arise again. If resolution is not immediately possible, we would seek advice from an external adviser appropriate to the situation.
Whilst some investigations may take longer, we will provide at least an update to you within two weeks of receiving your feedback.
Documentation of this process is kept for seven years.
If you are not satisfied with our response, you may contact:
Health Complaints Commissioner (HCC). The HCC responds to complaints about health services and the handling of health information in Victoria. Their service is free, confidential and impartial. To lodge a complaint with the HCC, fill out a complaint form online at www.hcc.vic.gov.auor phone 1300 582 113 between 9am and 5pm, Monday to Friday to discuss your complaint.
NDIS Quality and Safeguards Commission on 1800 035 544 or www.ndiscommission.gov.au
CUSTOMER INFORMATION & WEBSITE USAGE POLICY
If you have questions or concerns regarding this statement, contact In Stride Health Clinic on 03 9372 8091.
Collection of Information
In order to use the In Stride Health Clinic’s website, we may require information from you in order to provide the best service possible.
All correspondence may also be collected and stored, particularly in regard to sales, support and accounts, including email.
Any information collected by In Stride Health Clinic is collected via correspondence from you or your company. This may be via the telephone, email, mail, fax or directly through our website.
Use of Collection Information
Any details collected from In Stride Health Clinic customers is required in order to provide you with our products and/or services, and a high level of customer service.
Correspondence is recorded in order to provide service references, and to assist in our staff development.
Storage of Collected Information
The security of your personal information is important to us. When you enter sensitive information (such as credit card numbers) on our website, we encrypt that information using secure socket layer technology (SSL). When Credit Card details are collected, we simply pass them on in order to be processed as required. We never permanently store complete
Credit Card details.
We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it.
If you have any questions about security on our Website, you can email us at [email protected]
Access to Collected Information
If your personally identifiable information changes, or if you no longer desire our service, you may correct, update, delete or deactivate it by emailing us at [email protected]
If you purchase a product or service from us, we may request certain personally identifiable information from you. You may be required to provide contact information (such as name, email, and postal address) and financial information (such as credit card number, expiration date). We use this information for billing purposes and to fill your orders. If we have trouble processing an order, we will use this information to contact you.
In Stride Health Clinic uses personally identifiable information for essential communications, such as emails, accounts information, and critical service details. We may also use this information for other purposes, including some promotional emails. If at any time a customer wishes not to receive such correspondence, they can request to be removed from any mailing lists by emailing us at [email protected]
You will be notified when any third party that is not our agent/service provider collects your personal information, so you can make an informed choice as to whether or not to share your information with that party.
In Stride Health Clinic may at its discretion use other third parties to provide essential services on our site or for our business processes. We may share your details as necessary for the third party to provide that service. These third parties are prohibited from using your personally identifiable information for any other purpose. In Stride Health Clinic does not share any information with third parties for any unknown or unrelated uses.
We reserve the right to disclose your personally identifiable information as required by law and when we believe that disclosure is necessary to protect our rights and/or comply with a judicial proceeding, court order, or legal process served on our Website.
Links on the In Stride Health Clinic site to external entities are not covered within this policy. The terms and conditions set out in this privacy statement only cover the domain name of www.instridehealthclinic.com.au
In Stride Health Clinic Security Policy
In Stride Health Clinic uses PayPal for its online transactions.
PayPal processes online transactions, providing a safe and secure means of collecting payments via the Internet. All online transactions performed on this site using PayPal are secured payments. For more information on the specific terms and conditions that apply under PayPal’s transactions visit: