Policies

Cancellation or Rescheduling

Appointments may be cancelled or rescheduled without charge when at least 24 hours' notice is provided.

Cancellations or rescheduling requests made with less than 24 hours' notice will incur a cancellation fee of 50% of the scheduled consultation fee.

Non-Attendance

If you do not attend your scheduled appointment and have not contacted the clinic, a 100% fee of the scheduled consultation fee may apply.

Exceptional Circumstances

We understand that unexpected circumstances and genuine emergencies can occur. Cancellation fees may be waived at the discretion of The Clinical Naturopath where there are exceptional circumstances.

Rebooking

Where an appointment is cancelled or missed, a new appointment may be arranged subject to availability. Any applicable cancellation fee must be paid before a further appointment is confirmed.

Telehealth Appointments

The same cancellation policy applies to telehealth consultations.

1. What Information We Collect

Depending on the services you receive, we may collect:

• Your name and contact details
• Date of birth and other identifying information
• Health history and relevant medical information
• Current symptoms and health concerns
• Medications, supplements and other relevant treatments
• Pathology and other health information you choose to provide
• Consultation and treatment records
• Appointment and billing information
• Information provided through forms, email, telephone or our website

Health information is sensitive information and is handled with particular care.

2. How We Collect Information

We generally collect personal and health information directly from you when you:

• Make an appointment
• Complete a health or intake form
• Attend a consultation
• Participate in a telehealth consultation
• Contact us by telephone, email or through our website
• Provide information relevant to your care

In some circumstances, we may collect information from another health practitioner, pathology provider or other third party where you have authorised this or where permitted by law.

3. Why We Collect Your Information

We collect and use your information for purposes including:

• Providing naturopathic and nutrition-related services
• Assessing your health and developing an appropriate care plan
• Maintaining accurate clinical records
• Communicating with you about appointments and your care
• Arranging or interpreting relevant pathology information
• Coordinating care with other health professionals where appropriate and authorised
• Processing payments and managing administrative matters
• Meeting legal, regulatory and professional obligations

Health information will not be used for direct marketing without your consent where consent is required.

4. How We Store and Protect Your Information

Your personal and health information is stored using systems and processes designed to protect it from misuse, interference, loss and unauthorised access, modification or disclosure.

The Clinical Naturopath uses Cliniko for appointment management and patient-related information, including telehealth consultations.

We take reasonable steps to ensure that information is only accessible to people who need it for legitimate practice purposes.

5. Disclosure of Information

We will only use or disclose your personal or health information where reasonably necessary for providing your care, managing our practice, or where otherwise permitted or required by law.

With your consent, information may be shared with other health professionals involved in your care where appropriate.

We may also disclose information where required or authorised by law, or where necessary to prevent or lessen a serious threat to a person's life, health or safety.

6. Overseas Disclosure

The Clinical Naturopath uses third-party technology and service providers to support the operation of the practice, including appointment management and telehealth services.

Some service providers may use infrastructure or subprocessors located outside Australia. Where personal information is disclosed to an overseas recipient, The Clinical Naturopath will take reasonable steps to ensure that the information is handled in accordance with applicable Australian privacy requirements.

Patient information stored through Cliniko for Australian accounts is stored in Australia. Cliniko also uses certain third-party subprocessors located in Australia and the United States to support its services.

Further information about how Cliniko handles personal information is available in Cliniko's Privacy Policy.

7. Accessing and Correcting Your Information

You may request access to the personal and health information we hold about you and may request that inaccurate or incomplete information be corrected.

Requests should be made using the contact details below. We will respond to requests in accordance with applicable privacy requirements.

8. Privacy Concerns and Complaints

If you have concerns about how your personal or health information has been handled, please contact The Clinical Naturopath in the first instance. We will review and respond to your complaint and work with you to resolve the matter where possible.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

Information about making a complaint to the Complementary Medicine Association (CMA) is also available to patients where relevant.

9. Website and Online Communications

When you contact The Clinical Naturopath through our website, email or other electronic communication, information you provide may be collected for the purpose of responding to your enquiry, arranging an appointment or providing services.

We recommend that you avoid sending highly sensitive health information through unsecured or inappropriate communication channels unless specifically requested.

10. Changes to This Policy

This Privacy Policy may be updated from time to time to reflect changes to our practice, technology, services or privacy requirements. The current version will be made available on our website.

1. Nature of Telehealth

Telehealth involves providing healthcare remotely using electronic communication technology.

Depending on your circumstances, a telehealth consultation may include discussion of your health history, symptoms, lifestyle, nutrition, medications, supplements, relevant pathology and health goals.

Telehealth does not provide the same opportunity for physical examination as an in-person consultation.

2. Benefits and Limitations

Telehealth may provide convenient access to care without requiring travel to the clinic. However, limitations may include:

• Technical difficulties or interruptions
• Limitations in assessing physical signs without an in-person examination
• Limitations in assessing conditions where physical examination is clinically important
• The possibility that an in-person consultation or referral to another health professional may be recommended

If The Clinical Naturopath considers that telehealth is not appropriate for your circumstances, you may be advised to arrange an in-person consultation or seek another appropriate healthcare service.

3. Privacy and Confidentiality

Reasonable steps will be taken to protect the privacy and confidentiality of your consultation and health information. Telehealth consultations are conducted through Cliniko.

You are encouraged to participate from a private location where you cannot be overheard and to use a secure and reliable internet connection where possible.

4. Communication and Technology

You understand that telehealth depends on suitable technology and an internet connection.

If technical difficulties prevent the consultation from proceeding safely or effectively, the consultation may need to be paused, rescheduled or continued by another appropriate method.

5. Consent to Collection and Use of Health Information

You consent to The Clinical Naturopath collecting and using relevant personal and health information for the purpose of providing healthcare, maintaining your clinical record, managing appointments and meeting applicable legal and professional obligations.

Your information will be handled in accordance with The Clinical Naturopath's Privacy Policy.

6. Other Healthcare Professionals

Where appropriate, and with your consent where required, relevant information may be shared with another healthcare professional involved in your care.

7. Emergency Situations

Telehealth is not an emergency medical service. If you are experiencing a medical emergency or believe you require urgent medical attention, contact 000 or attend your nearest emergency department.

8. Your Right to Ask Questions

You may ask questions about telehealth, your care, privacy or any proposed treatment at any time.

You may withdraw your consent to telehealth at any time. If telehealth is no longer appropriate, alternative arrangements may be discussed.

Consent

By proceeding with a telehealth consultation, I confirm that:

• I have read and understood the information above.
• I understand the benefits and limitations of telehealth.
• I understand that telehealth may not be appropriate for every health concern.
• I understand that I may ask questions about my care.
• I consent to receiving healthcare by telehealth.
• I consent to the collection and use of my personal and health information for the purposes described above and in the Privacy Policy.