Privacy Policy

3. How We Collect Information

We collect personal information:

• Directly from you (in-person, over the phone, email, or via forms).
• From third parties with your consent (e.g., referring practitioners, specialists, insurers).
• From our website and online services, including web forms and analytics.
• From individuals responsible for you, such as a legal guardian or carer.

We always obtain personal information with your consent and ensure you are aware of the purpose for its collection.
If information is collected from a third party on your behalf, SWSM will take steps to notify you that this information has been gathered and explain how it will be used and stored.

4. Use of Personal Information

Your personal information is collected and used to:

• Provide you with high-quality medical care.
• Manage administrative and billing processes (e.g. Workers Compensation, Medicare, health funds).
• Communicate with you about your care and updates to our services.
• Fulfill legal and regulatory obligations.
• Monitor and improve our services and website.
• Respond to feedback, complaints, and inquiries.

This personal information is only used or disclosed with your consent during the provision of your care, unless otherwise permitted or required by law.

We take every care to ensure that this information is accurate, complete, and up to date when collected and used.

We will not use a government identifier, such as your Medicare number, to uniquely identify you—except where legally permitted, such as the Individual Healthcare Identifier.

We will not disclose or use your personal information for direct marketing purposes unless you have provided consent or it would be reasonable to expect it to be used for such purposes.

5. Website Privacy and Analytics

When you use our website, we may collect data such as your IP address, domain name, and information about your visit (e.g. pages viewed, time spent, referral source).

• We use Google Analytics, which uses first-party cookies to collect anonymous, aggregated data about website traffic. No personally identifiable information is collected or stored by this software.
• We do not use third-party cookies to collect or store personal information.
• Any information submitted via online forms (e.g., feedback) is stored securely and treated confidentially.
• We do not sell or distribute your information without your consent, except where required by law.

6. Anonymity and Pseudonymity

Where possible and lawful, you have the option to remain anonymous or use a pseudonym when interacting with us, particularly in online feedback or surveys.

7. Disclosure of Information

We may disclose your personal information to:

• Other healthcare providers involved in your treatment.
• Your authorised representatives, employer, or WorkCover insurer (if applicable).
• Government agencies or regulatory bodies where required by law.
• Overseas healthcare professionals involved in your ongoing care.
• Service providers who assist with administrative or IT operations (under strict confidentiality agreements).

We do not disclose your information overseas unless it is directly relevant to your care or legally required.

8. Storage and Security

We take reasonable steps to protect your personal information from misuse, interference, loss, and unauthorised access or disclosure. This includes:

• Secure physical storage of medical records.
• Password-protected and encrypted electronic systems.
• Regular staff training and privacy compliance procedures.

All records are retained in accordance with legal requirements:

• For adults: at least 7 years from the date of the last visit.
• For children: until they reach or would have reached 25 years of age.

Information no longer required is securely destroyed or de-identified.  We will also securely destroy any unsolicited information received that is inappropriate or unnecessary for the care of the patient, as long as it is lawful to do so.

9. Access and Correction

You have the right to access the personal information we hold about you and request corrections if necessary. Requests can be made by contacting our Practice Manager. If there is a fee for access, you will be notified in advance.

On request, we will make every effort to provide:

• Details of personal information held,
• The purpose for which it is collected,
• How it is collected, held, used, and disclosed.

Reasonable steps will be taken to ensure any incorrect information is rectified.

10. Feedback, Complaints, and Inquiries

If you have any concerns about how your personal information is being handled, or wish to make a complaint about a potential breach of the Australian Privacy Principles, we encourage you to contact us.

You can provide feedback or lodge a complaint through the following channels:

• Online: By visiting our Contact Us page and submitting the feedback form
• In person: By speaking with a member of our team at our clinic
• By Phone: 1300 13 SWSM (7976)
• By email: manager@swsm.com.au
• In writing to:

  Practice Manager
  Sydney West Sports Medicine
  
Sydney Gymnastics & Aquatic Centre Building
  
12 North Parade, Rooty Hill, NSW, 2766

We take all feedback and complaints seriously. Once received, your concern will be investigated by the Practice Manager, and you will be informed of the outcome as soon as practicable, usually within 30 days.

11. Updates to This Policy

This privacy policy may be updated to reflect legislative changes, technological advances, or modifications in our practices. The most current version will always be available on our website.

12. Disclaimer

While every effort is made to provide accurate information on our website, SWSM does not guarantee its accuracy or completeness and reserves the right to make changes without notice.