Moore Health Privacy Policy

Effective date: 9 October 2026
Last reviewed: 9 October 2026

Moore Health is committed to protecting the privacy and confidentiality of the personal and health information entrusted to us by our clients.

As a physiotherapy and allied health practice, we collect and hold sensitive health information. We take our obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs) seriously.

This Privacy Policy explains how Moore Health collects, uses, stores and discloses personal information and how you can access or correct the information we hold about you.

1. What information do we collect?

Depending on the services you receive from us, Moore Health may collect and hold:

  • your name, date of birth, address and contact details;

  • emergency contact details;

  • Medicare, DVA and private health insurance details where relevant;

  • referral and treating practitioner details;

  • medical history and relevant health information;

  • information about your injury, condition, treatment and progress;

  • assessment findings, treatment notes and exercise programs;

  • information about medications, allergies and other relevant health conditions;

  • imaging, reports and other information provided by you or other health professionals;

  • appointment and billing information;

  • information relating to payments, rebates and claims;

  • correspondence with you and other health professionals involved in your care; and

  • information provided through our website, online forms or other communications with Moore Health.

Health information is considered sensitive information under Australian privacy law and receives additional protection.

2. How do we collect information?

Where practicable, we collect personal information directly from you, including when you:

  • make an appointment;

  • complete an intake or health history form;

  • attend an assessment or treatment session;

  • communicate with us by telephone, email, SMS or other electronic means;

  • use our website or online booking services; or

  • provide information during your treatment.

We may also collect information from other sources where appropriate and lawful, including:

  • your referring doctor or other health professional;

  • hospitals, specialists or other healthcare providers involved in your care;

  • Medicare, DVA or private health insurers where relevant; and

  • a person authorised by you to provide information on your behalf.

Where information is obtained from another person or organisation, we will generally seek your consent where required.

3. Why do we collect your information?

We collect, hold and use your information for purposes including:

  • providing safe and appropriate physiotherapy, exercise and other allied health services;

  • assessing, diagnosing and managing your condition;

  • planning and monitoring your treatment and progress;

  • maintaining accurate clinical records;

  • communicating with you about your appointments and treatment;

  • communicating with other health professionals involved in your care, where appropriate;

  • processing payments, Medicare, DVA and private health insurance claims;

  • meeting our legal, professional and regulatory obligations;

  • managing the operation and administration of Moore Health;

  • responding to questions, feedback or complaints; and

  • improving the quality and safety of our services.

We only collect information that is reasonably necessary for these purposes.

4. Consent

When you provide your personal and health information to Moore Health for the purpose of receiving healthcare, your consent may be implied in appropriate circumstances.

We will seek your express consent where required, particularly where information is to be used or disclosed for a purpose that is not reasonably expected in connection with your care.

You may withdraw consent to particular uses or disclosures of your information at any time, subject to legal or professional obligations that may require us to retain or use certain information.

Withdrawing consent may affect our ability to provide particular services to you.

5. Disclosure of your information

Moore Health will generally only use or disclose your personal information for the purpose for which it was collected, for a directly related purpose that you would reasonably expect, with your consent, or where permitted or required by law.

Where appropriate, information may be disclosed to:

  • your GP, specialist or other treating healthcare professional;

  • other healthcare providers involved in your care;

  • Medicare, DVA or your private health insurer where required to process a claim;

  • third-party service providers who assist us to operate the practice;

  • professional advisers, insurers or legal representatives where reasonably necessary; and

  • government agencies or other organisations where disclosure is required or authorised by law.

We will not sell your personal information.


 

6. Electronic health records and third-party services

Moore Health uses trusted technology and service providers to assist with the administration and delivery of healthcare services.

These may include practice management, clinical record, appointment, communication and clinical documentation systems.

For example, Moore Health uses Cliniko for practice management and clinical records and may use other digital services, including electronic clinical documentation or artificial intelligence-assisted tools, where appropriate.

Where third-party services are used, Moore Health takes reasonable steps to ensure that personal information is handled securely and consistently with our privacy obligations.

Where information may be processed or stored outside Australia, Moore Health will take reasonable steps to ensure that applicable privacy requirements are satisfied.

7. Use of artificial intelligence and digital technology

Moore Health uses electronic systems and, where appropriate, artificial intelligence (AI)-assisted technology to support the delivery and administration of our services.

We recognise that health information is sensitive information and that the use of AI technologies can create additional privacy and security risks. We therefore take a cautious and privacy-conscious approach to the use of AI.

AI is used as a support tool only. It does not replace the professional judgement, clinical assessment or responsibility of your treating physiotherapist or other Moore Health practitioner.

7.1 How AI may be used

Depending on the service and technology in use, AI-assisted tools may be used to support activities such as:

  • assisting with clinical documentation or drafting clinical notes;

  • transcribing or summarising information provided during a consultation;

  • assisting with administrative tasks;

  • organising or summarising information already collected for the purpose of your care;

  • improving efficiency in practice administration; and

  • assisting clinicians with documentation so that more time can be devoted to patient care.

The specific AI technologies used by Moore Health may change as technology develops. We will only use technologies that we consider reasonably appropriate for their intended purpose and that have undergone appropriate privacy and security consideration.

7.2 What AI is not used for

Moore Health does not use AI to independently diagnose, prescribe treatment, determine your physiotherapy treatment plan or make decisions about your healthcare without appropriate human clinical oversight.

AI-generated information is reviewed by an appropriately qualified Moore Health practitioner before it is relied upon as part of your care or incorporated into your clinical record.

Your treating practitioner remains responsible for the accuracy, appropriateness and clinical integrity of your healthcare and clinical records.

7.3 Health information and AI

Where Moore Health uses an AI-assisted system in connection with your care, we take reasonable steps to minimise the amount of personal information provided to that system.

Where practicable, information will be de-identified or limited to the information reasonably necessary for the particular task.

We do not permit Moore Health staff to enter identifiable patient health information into publicly available generative AI services, such as general-purpose consumer AI chatbots, unless that particular service has been specifically assessed and authorised by Moore Health for that purpose.

This includes not entering identifiable patient information into personal accounts or unauthorised AI applications.

7.4 Third-party AI providers

Some AI-enabled services are provided by third-party technology companies.

Where Moore Health uses such a service, information provided to the service may be processed by that provider in accordance with the provider's terms, privacy arrangements and technical processes.

Before adopting an AI service that may handle personal or health information, Moore Health will consider matters including:

  • what information the service collects;

  • why the information is collected;

  • how the information is used;

  • whether the information is retained;

  • whether information is used to train or improve the AI system;

  • who may have access to the information;

  • where the information is stored or processed;

  • whether information is disclosed overseas;

  • the security measures provided by the service;

  • whether the service permits appropriate deletion or retention controls; and

  • whether the service is reasonably necessary and appropriate for the intended purpose.

Where required by privacy law, Moore Health will obtain appropriate consent before using or disclosing health information through an AI service.

7.5 AI training and Moore Health information

Moore Health does not use your personal or health information to train or develop its own artificial intelligence models.

Moore Health will not knowingly provide identifiable patient information to an AI provider for the purpose of training a general-purpose AI model unless this is specifically authorised, lawful and appropriately notified to you, and where required, your consent has been obtained.

7.6 Accuracy and human oversight

AI systems can produce inaccurate, incomplete or misleading information.

For this reason, Moore Health does not treat AI-generated information as inherently accurate.

A suitably qualified Moore Health practitioner remains responsible for checking information generated or summarised by an AI system before it is relied upon for clinical or administrative purposes.

If AI-generated information is found to be inaccurate, Moore Health will take reasonable steps to correct the information in accordance with our obligations under the Australian Privacy Principles.

7.7 Your choices and questions about AI

You may ask Moore Health:

  • whether AI has been used in connection with your care;

  • what type of AI-assisted technology has been used;

  • the general purpose for which it was used;

  • what type of information was provided to the system;

  • whether information was disclosed to a third-party technology provider; and

  • whether you have a choice about the use of a particular AI-assisted service.

Where practicable and clinically appropriate, Moore Health will discuss reasonable alternatives where a patient does not wish to have their information processed through a particular AI-assisted service.

However, some digital systems may form part of Moore Health's normal practice infrastructure. In those circumstances, we will explain the implications to you and consider reasonable alternatives where available.

7.8 AI and automated decision-making

Moore Health does not currently use AI or other computer programs to make healthcare decisions independently of a qualified practitioner.

If Moore Health introduces an AI or computerised system that makes, or substantially contributes to, a decision that could significantly affect an individual's rights or interests, Moore Health will review its privacy obligations and update this Privacy Policy and related patient notifications as required.

7.9 Changes to AI technology

AI technology is developing rapidly.

Moore Health may introduce, replace or discontinue digital and AI-assisted systems from time to time.

Where a material change affects how patient personal or health information is collected, used or disclosed, Moore Health will review its privacy practices and update this Privacy Policy and patient notifications where required.

Our use of AI will always be subject to applicable privacy legislation, professional obligations and Moore Health's internal privacy and confidentiality procedures.

8. Direct marketing

Moore Health may occasionally contact you with information about our services, classes, programs, educational information or other relevant updates.

We will only use health information for direct marketing where permitted by privacy law and with the appropriate consent.

You can opt out of receiving marketing communications at any time by contacting Moore Health or using the unsubscribe option provided in electronic communications.

Opting out of marketing will not affect your clinical care.

9. How we protect your information

Moore Health takes reasonable steps to protect personal information from:

  • misuse;

  • interference;

  • loss;

  • unauthorised access;

  • unauthorised modification; and

  • unauthorised disclosure.

Security measures may include secure electronic systems, access controls, passwords, staff confidentiality requirements and appropriate physical security.

Access to clinical information is limited to people who require it for legitimate work purposes.

10. How long do we keep your information?

Moore Health retains health records for the period required by applicable legislation, professional obligations and our record-keeping policies.

When personal information is no longer required, we take reasonable steps to securely destroy or de-identify it.

11. Accessing your information

You generally have the right to request access to the personal and health information Moore Health holds about you.

To request access, please contact us using the details below.

We will respond to your request within a reasonable period and may ask you to verify your identity before providing access.

In some circumstances, access may be refused where permitted or required by law. If this occurs, we will explain the reason where we are permitted to do so.

12. Correcting your information

We take reasonable steps to ensure that the personal information we hold is accurate, complete and up to date.

If you believe information we hold about you is inaccurate, incomplete or out of date, please contact us and request a correction.

We will consider your request and, where appropriate, correct the information.

13. Privacy concerns and complaints

If you have a question, concern or complaint about the way Moore Health has handled your personal information, please contact us in the first instance.

We will investigate your concern and aim to resolve it fairly and promptly.

Privacy contact:
Catherine Moore

Moore Health
Shop2c, Moore Park Gardens, 780 Bourke Street, Redfern 2016

Phone: (02) 9319 3808

Email: moorehealth@gmail.com

 

If you are not satisfied with our response, or you would prefer to contact the regulator directly, you may contact the

Office of the Australian Information Commissioner (OAIC).

Website: www.oaic.gov.au
Telephone: 1300 363 992

14. Changes to this Privacy Policy

Moore Health may review and update this Privacy Policy from time to time, to reflect changes in our services, technology, privacy practices or legal requirements.

The current version will be made available on the Moore Health website.

Last reviewed: 9 October 2026