Privacy policy

Rapid Recovery Sports Injury & Massage Clinic

1. Our commitment to your privacy

Rapid Recovery Sports Injury & Massage Clinic ("Rapid Recovery", "we", "us", "our") is committed to protecting your privacy and the confidentiality of your personal and health information.

This Privacy Policy explains how we collect, use, store, and disclose your personal information (including health information), and the circumstances in which it may be shared with third parties. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

We do not sell or lease your personal information.

2. What information we collect

We may collect personal and health information including:

• Name, date of birth and contact details (phone, email, address)
• Demographic information such as postcode and occupation
• Health information relevant to your care, assessment, and treatment
• Information provided via intake forms, referrals, reports, scans, or correspondence
• Appointment, billing, and payment information
• Feedback, surveys, and communication preferences
• Website and advertising interaction data (see Section 8)

This information may be collected directly from you, or from third parties such as referrers, insurers, or healthcare providers, where appropriate.

3. Why we collect this information

We collect and use your information to:

• Provide healthcare services safely and effectively
• Maintain clinical records in line with legal and professional obligations
• Manage appointments, reminders, and communications
• Process payments, rebates, and insurance claims
• Communicate important service-related information
• Improve our services, systems, and client experience
• Meet legal, regulatory, and professional requirements

4. Consent & access to information

By engaging with Rapid Recovery (including booking an appointment, completing forms, or receiving treatment), you consent to the collection and use of your personal and health information for the purposes outlined in this policy.

Access to your information is restricted to team members who require it to perform their role. This includes clinicians and, where necessary, administrative staff. All team members are bound by confidentiality obligations and non-disclosure agreements.

5. Clinical records & AI-assisted documentation

Clinical records are maintained digitally within our practice management system.

We may use AI-assisted clinical documentation tools to support note-taking and administrative efficiency. These tools:

• Are used to assist documentation only
• Do not make clinical decisions
• Operate under clinician oversight at all times
• Do not replace professional judgement or responsibility

Your clinician remains fully responsible for your care and clinical records.

6. Disclosure of information

We may disclose your information where appropriate to:

• Other healthcare providers (e.g. GPs, specialists) with your consent or as required for your care
• Insurers, Medicare, or third parties when authorised or legally required
• Service providers who support our operations, such as:

  • Practice management software
  • Online booking systems
  • Secure intake form platforms
  • SMS and email communication services

We only share information necessary for the service being provided, and these providers are required to maintain appropriate privacy and security standards.

We may also disclose information where required by law, court order, or to protect the rights, safety, or property of our clients, team, or business.

7. Marketing & communications

Clients may receive:

• Appointment confirmations and reminders
• Service-related communications
• Occasional promotional communications, including offers or updates

You can opt out of promotional communications at any time by using the unsubscribe option or contacting us. Opting out of marketing does not affect essential service communications.

We retain contact details in line with legal and business requirements.

8. Website, advertising & tracking technologies

Our website and marketing activities may use technologies such as cookies, pixels, and analytics tools (including Google and Meta platforms) to:

• Improve website performance and user experience
• Measure advertising effectiveness
• Deliver relevant advertising and retargeting

These tools may collect non-identifiable or aggregated data. In some cases, hashed contact information may be used for advertising audiences in accordance with platform policies.

You can manage cookies through your browser settings.

9. Accessing or correcting your information

You have the right to:

• Request access to your personal or health information
• Request correction of inaccurate or incomplete information

Requests are managed by our Practice Manager and will be responded to within a reasonable timeframe, generally within 30 days.

10. Data retention

We retain clinical records and related information for:

• Seven (7) years, or
• Seven (7) years after a minor turns 18,
  in accordance with legal and professional requirements.

11. Data security & breaches

We take reasonable steps to protect your information from misuse, loss, unauthorised access, or disclosure.

While no system can guarantee absolute security, we regularly review our safeguards and processes. If a data breach occurs, we will assess the situation and notify affected individuals and authorities where required by law, in accordance with the Notifiable Data Breaches scheme.

12. Overseas data storage

Our systems and service providers are based in Australia. If this changes in the future, we will take reasonable steps to ensure overseas providers meet Australian privacy standards.

13. Third-party links & social media

Our website may contain links to third-party websites. We are not responsible for their privacy practices and encourage you to review their policies.

Information shared publicly via social media or online platforms may remain visible even if deleted, due to third-party sharing beyond our control.

14. Changes to this policy

We may update this Privacy Policy from time to time. The most current version will always be available on our website.

15. Contact us

If you have questions, concerns, or requests relating to privacy, please contact:

Teagan Rider, Practice Manager
Rapid Recovery Sports Injury & Massage Clinic
[email protected]