Privacy Policy

Last updated: 30 October 2025

Lilyfield Physiotherapy (we, us, our) is committed to protecting your privacy and keeping your personal and health information confidential. We only collect information needed to provide safe, high quality care, and we take great care to keep this information accurate and secure.

We are bound by the Privacy Act 1988 (Cth), the Australian Privacy Principles, the Health Records and Information Privacy Act 2002 (NSW), the Physiotherapy Board of Australia Code of Conduct and Ahpra guidelines on managing health records.

This policy explains what information we collect, how we use it, how we store it, when we share it, and your rights.

1. Information we collect

We only collect information required for your health care and clinic administration. This may include:

  • Personal details such as name, address, date of birth, phone number and email
  • Health information such as medical history, symptoms, test results, referrals and treatment notes
  • Billing information such as Medicare, private health or workers compensation details
  • Appointment and feedback details

We collect this when you attend appointments, contact us by phone, email or through our website, or complete forms. We may also receive information from other providers involved in your care, such as your GP, with your consent.

2. How we use your information

We use your information to:

  • Assess, plan and provide physiotherapy and exercise physiology services
  • Manage appointments and follow up care
  • Process payments and health fund claims
  • Communicate with you and your referring practitioner

We may also use information for related purposes such as staff training, quality improvement, accreditation and audit requirements. These activities never involve selling or renting your information.

If we use information for research, it will be de-identified so you cannot be identified.

3. Sharing your information

We only share your information when it is necessary for your care or when required by law.

We may share information with:

  • Other healthcare providers involved in your care, such as your doctor or specialist
  • Medicare, private health insurers or workers compensation insurers for claims
  • External service providers who support our practice systems, such as secure billing and practice management software

We will ask for your consent before sharing information that is not directly related to your treatment or legal obligations.

We may be required to share information without consent in cases such as mandatory reporting, court orders or serious threats to health or safety.

If information is stored overseas by a secure cloud service, we ensure it meets Australian privacy standards.

4. Protecting your information

We protect your information through:

  • Secure electronic and physical record systems
  • Restricted staff access and privacy training
  • Encryption, firewalls and secure passwords
  • Secure disposal of information when no longer required

We comply with the Notifiable Data Breaches scheme and will notify you and the OAIC if a breach is likely to cause serious harm.

Records are kept for at least seven years after your last appointment, or seven years after a child turns 18, before secure destruction.

5. Your rights

You have the right to:

  • Access your health records
  • Request corrections if information is inaccurate
  • Ask questions about this policy
  • Make a privacy complaint

You may choose to stay anonymous where practical, although this may limit the care we can provide.

For access or corrections, speak to your treating practitioner or email info@lilyfieldphysio.com.au

If you have concerns, contact us first so we can try to resolve them. If you are not satisfied, you may contact the Office of the Australian Information Commissioner on 1300 363 992 or visit oaic.gov.au.

6. Contact details

Lilyfield Physiotherapy
780 Darling Street, Rozelle NSW 2039
Phone: (02) 9810 2203
Email: info@lilyfieldphysio.com.au

Opening hours
Mon to Tue: 7am to 7pm
Wed: 7am to 7:30pm
Thu: 7am to 6pm
Fri: 7am to 4pm
Sat: 8am to 1pm
Sun: Closed

7. Changes to this policy

We review this policy regularly and update it when laws or practice processes change. The latest version will always be available on our website.

Your trust matters – we're here to help you move better!