Your privacy matters to us.

1. Who we are

M-Health Osteopathy & Sports Medicine (“M-Health”, “we”, “us”) is an allied health clinic located at Shops 2 & 3, 354–356 Pennant Hills Road, Pennant Hills NSW 2120. Our practitioners are registered osteopaths, and we also provide naturopathy, paediatric care, NeuFit therapy and low-level laser therapy. This policy applies to our clinic, our website (meaningfulhealth.au) and our online booking system.

2. What we collect

To provide safe, effective care we need to collect personal information, including sensitive health information. Depending on your relationship with us, this may include:

• Identity and contact details — your name, date of birth, address, phone number, email address and emergency contact.
• Health information — your medical history, symptoms, medications, allergies, referral letters, imaging and pathology reports, and the clinical notes we make about your assessment and treatment.
• Family and carer details — for babies and children, the name and contact details of a parent or guardian.
• Funding and claiming details — Medicare, DVA, NDIS, workers compensation, CTP or private health fund membership details where you ask us to claim on your behalf.
• Payment information — processed securely by our payment terminal and HICAPS providers. We do not store your full card number.
• Communications — emails, messages, online enquiries and feedback you send us, including Google reviews you choose to post.
• Website data — information collected automatically when you visit our website, described under Cookies, analytics & advertising.

3. How we collect it

Wherever possible we collect information directly from you — when you book online through Cliniko, complete our new patient form, speak with us in consultation, or contact us by phone, email or social media. With your consent we may also receive information from your GP, specialist or other health providers, from Medicare or your health fund when processing a claim, or from a parent, guardian or carer where you are unable to provide it yourself.

4. How we use it

We use your information to:

• assess, diagnose, treat and plan your care, and keep an accurate clinical record as the law requires;
• send appointment confirmations and reminders by SMS or email through our practice software;
• process payments, health fund rebates and claims;
• communicate with other health professionals involved in your care, with your consent;
• respond to your enquiries and feedback, and improve our services;
• meet our legal and professional obligations, including record-keeping, mandatory reporting and insurance requirements;
• send you occasional clinic news or health information — only if you have opted in, and you can unsubscribe at any time.

5. Who we share it with

Your information is only shared where it is needed to provide your care, where you have agreed, or where the law requires it. This may include:

• the practitioners and administration team within M-Health who are involved in your care;
• your GP, specialists and other health providers, when you ask us to or consent to a referral;
• Medicare, DVA, NDIS, private health insurers and workers compensation or CTP insurers, for claims you make;
• trusted service providers who help us run the clinic, including Cliniko (practice management and online booking, with clinical data hosted in Australia), our payment and HICAPS providers, Squarespace (website hosting) and Google (website analytics and advertising measurement);
• courts, regulators or government agencies where we are legally required to, such as under a subpoena, mandatory reporting laws or public health orders.

6. Overseas disclosure

Your clinical records are stored in Australia. Some of the service providers we use for our website, email and analytics (such as Google and Squarespace) may process limited information, like website usage data or email content, on servers located outside Australia, including the United States. We take reasonable steps to ensure these providers protect your information to standards consistent with Australian privacy law.

7. Cookies, analytics & advertising

Our website uses cookies and similar technologies to understand how visitors use the site and to measure our advertising. Specifically we use:

• Google Analytics 4 and Google Tag Manager — to see which pages are visited, how people find us and which buttons (such as “Book Online”) are used. This includes tracking across our website and our Cliniko booking pages so we can understand the booking journey.
• Google Ads conversion tracking and remarketing — to measure whether our ads lead to bookings and, where enabled, to show relevant ads to people who have visited our site.
• Embedded services — such as Google Maps on our contact and about pages, which may set their own cookies.

This data is aggregated and does not include your clinical information. You can control cookies through your browser settings, opt out of Google Analytics with the Google Analytics opt-out add-on, and manage personalised advertising at Google Ads Settings.

8. Storage, security & retention

Your clinical records are held in Cliniko, a secure, encrypted practice management system, with access restricted to authorised team members through individual logins. Any paper records are stored securely at the clinic. We protect information with password controls, staff confidentiality obligations and regular review of who has access.

In line with NSW health records law, we keep adult health records for at least seven years from the date of your last visit, and records for children until they turn 25. After that, records are securely destroyed or permanently de-identified.

9. Access & correction

You have the right to ask for a copy of the personal and health information we hold about you, and to ask us to correct anything that is inaccurate or out of date. Please contact us using the details below. We will verify your identity, respond within 30 days and explain if there is any reason we cannot provide access. A reasonable fee may apply for large copying or retrieval requests, and we will tell you in advance.

10. Complaints

If you have a concern about how we have handled your information, please tell us first — we take privacy seriously and will investigate and respond promptly. If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (1300 363 992) or the NSW Information and Privacy Commission.

11. Changes to this policy

We may update this policy from time to time to reflect changes in our practice or the law. The current version will always be published on this page with the date it was last updated.

12. Contact us

Questions about privacy, or requests to access or correct your information, can be directed to our Clinic Manager.