We are committed to protecting your privacy and safeguarding your personal and health information. This Privacy Policy explains how we collect, use, disclose, and protect your information when you access our in-home nursing and healthcare services or website.

By using our website or engaging our services, you agree to the terms outlined in this Privacy Policy.

1. Information We Collect

We may collect the following types of information:

Personal Information

• Full name
• Contact details (phone number, email address, home address)
• Date of birth
• Emergency contact details

Health & Medical Information

• Medical history
• Current health conditions
• Medication details
• GP or specialist information
• Clinical assessments and care plans

Website Information

• IP address
• Browser type and device information
• Website usage data through cookies and analytics tools

2. How We Use Your Information

We collect and use your information to:

• Provide professional home nursing services
• Develop personalised care plans
• Communicate with you regarding appointments and services
• Coordinate care with GPs, specialists, and authorised representatives
• Process payments and manage funding arrangements (including NDIS where applicable)
• Improve our website and service delivery

We only collect information necessary to provide safe and effective healthcare services.

3. How We Protect Your Information

We take strong administrative, technical, and physical safeguards to protect your personal and medical information from:

• Unauthorised access
• Disclosure
• Misuse
• Loss or alteration

All client health information is handled in accordance with Australian Privacy Act 1988, applicable healthcare privacy regulations, and professional standards. Sensitive health information is treated with the highest level of confidentiality and security.

4. Disclosure of Information

We may disclose your information:

• To healthcare professionals involved in your care
• To authorised family members or representatives (with consent)
• To funding bodies or insurers where required
• When required by law or regulatory authorities

We do not sell, rent, or trade your personal information to third parties.

5. Consent

By engaging our services, you consent to the collection and use of your personal and medical information for the purposes outlined in this policy. You may withdraw consent at any time, subject to legal and clinical obligations.

6. Access & Correction

You have the right to:

• Request access to your personal information
• Request corrections to inaccurate or incomplete information

Requests must be made in writing, and we will respond within a reasonable timeframe.

7. Cookies & Website Analytics

Our website may use cookies and analytics tools to improve user experience and monitor website performance. You may adjust your browser settings to refuse cookies; however, some features of the website may not function properly.

8. Data Retention

We retain personal and medical records only for as long as required by law and healthcare regulations. When information is no longer required, it is securely destroyed or de-identified.

9. Third-Party Links

Our website may contain links to third-party websites. We are not responsible for the privacy practices of those external sites.

10. Updates to This Policy

We may update this Privacy Policy from time to time. The updated version will be posted on this page with a revised date.

11. Contact Us

If you have any questions, concerns, or complaints about this Privacy Policy or how your information is handled, please contact us:

• Business Name: Heart & Hands Nursing Services
• Email: info@heartandhandsnursing.com.au
• Phone: +61 403 009 163

We follow the Australian Privacy Act 1988. A formal complaints process is in place, including reference to the Office of the Australian Information Commissioner (OAIC), to ensure any concerns are addressed promptly and professionally.

All sensitive health information is managed with strict confidentiality and security to protect your privacy at all times.