Privacy policy

PRIVACY POLICY Last Updated: February 2025

Welcome to the Privacy Policy of Concierge Doctors Pty Ltd ("Concierge Doctors," "we," "us," "our"). This policy explains how we collect, use, store, and protect your personal and medical information when you access our telehealth services. By using our services, you agree to the practices outlined in this Privacy Policy.

1. INFORMATION WE COLLECT

1.1 Personal Information

We collect personal details that are essential for providing our medical services, including but not limited to:

  • Full name, date of birth, and contact details (email, phone number, address).
  • Medicare number (if applicable) and payment information.

1.2 Medical Information

  • Medical history, symptoms, conditions, and prior treatments.
  • Prescriptions and pathology test results.
  • Consultation notes and follow-up treatment plans.

1.3 Digital Information

  • IP address, browser type, and device information.
  • Communication preferences and website usage data through cookies (see Section 8 on Cookies & Tracking Technologies).

2. HOW WE USE YOUR INFORMATION

We use collected information to:

  • Provide medical consultations and prescribe treatments.
  • Issue prescriptions and manage repeat medication requests.
  • Coordinate medication delivery through our partnered pharmacies.
  • Maintain compliance with Australian healthcare regulations.
  • Send appointment reminders, follow-ups, and treatment-related messages via email or SMS.
  • Improve our services and ensure patient safety.
  • Handle billing, payments, and customer support inquiries.

3. CONSENT & PATIENT AGREEMENT

By using our services, you:

  • Consent to the collection and use of your data as outlined in this policy.
  • Agree to receive essential communication, including appointment reminders and medication follow-ups, as part of your treatment plan.
  • Understand that you may withdraw consent for marketing communications at any time, but you cannot opt out of essential medical communications.

4. DATA STORAGE & SECURITY

  • All personal and medical data is stored securely in compliance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
  • We implement encryption, access controls, and other security measures to protect your data.
  • Patient records are retained for a legally required period and then securely disposed of.

5. DISCLOSURE OF INFORMATION

We do not sell or share your data for marketing purposes. However, we may share information:

  • With healthcare professionals involved in your treatment.
  • With partnering pharmacies to facilitate prescription fulfillment.
  • If required by law, regulatory authorities, or to prevent harm.
  • With third-party service providers (e.g., payment processors, IT support) who adhere to strict privacy policies.

6. THIRD-PARTY SERVICES & AI TRANSCRIPTION TOOLS

  • We use AI-powered transcription tools (Heidi – HIPAA compliant) to take notes and generate consult summaries.
  • Third-party providers may store or process patient information for service delivery, but they must comply with relevant privacy laws.
  • Our website may contain links to external sites. We are not responsible for their privacy practices.

7. PATIENT RIGHTS & ACCESS TO INFORMATION

Patients have the right to:

  • Request access to their medical records.
  • Request corrections to inaccurate or incomplete information.
  • Withdraw consent for non-essential data processing.
  • File a complaint if they believe their data has been mishandled.

Requests can be made by contacting concierge@conciergedoctors.com.au.

8. COOKIES & TRACKING TECHNOLOGIES

We use cookies and tracking technologies to enhance user experience, including:

  • Session cookies for site navigation.
  • Analytics tools to improve website performance.
  • Patients may disable cookies through browser settings, but this may affect site functionality.

9. CHANGES TO THIS PRIVACY POLICY

We may update this Privacy Policy periodically. Patients will be notified of significant changes. Continued use of our services after changes take effect constitutes acceptance of the revised policy.

10. CONTACT INFORMATION

For privacy-related inquiries, please contact:

Email: concierge@conciergedoctors.com.au
Phone: 02 90539444
📍 Office Address: [Insert Office Address]
📬 Postal Address: [Insert Postal Address]

We strive to respond to all inquiries within 7 business days.