Late Cancellation Policy
Elevate health is committed to providing our patients with exceptional care. We respect that your time is valuable and we appreciate that you understand that ours is too. We do our best to stick to schedule and minimise your wait times whilst maintaining a high level of service. You can assist us with this by notifying us of any new complaints that may need further assessment and in turn, a longer consultation time.
For your convenience, a confirmation email is automatically sent immediately upon booking your appointment. This email contains links to easily insert the appointment into your phone calendar of choice or quickly reschedule your appointment time should it no longer be suitable.
We also provide text and email reminders 48-hours before your scheduled appointment time.
Whilst we understand that circumstances may arise that do not allow you to keep your appointment, we expect that you will provide us at least 24-hours notice prior to your scheduled appointment time, should you be unable to attend for any reason.
Schedule alterations with less than 24-hours’ notice will attract our ‘late-schedule change’ fee of 50% of the scheduled consultation fee.
Payment is required in full on the day of consultation.
For your convenience, we accept card payments through either our eftpos/HICAPs terminal or by cash. You can also elect to pay online when using our online booking service.
HICAPs claims are only able to processed on the day of consultation, so please remember to bring your health insurance card to ensure immediate reimbursement. We will provide a paper or electronic receipt for manual processing with your insurer should you not have your card on the day.
A valid concession or pension card is required to be presented in order to receive concession pricing.
Workcover and TAC claims require full payment at the time of consultation and reimbursement payments from these third parties are likely to be less than the standard fees charged at this practice (i.e there will likely be a shortfall between fees charged by the practice and fees reimbursed by your third party payer).
We respect your personal information and your right to privacy
At Elevate Health, protecting your privacy and the confidentiality of your "personal information" is very important to us and is fundamental to the way we serve you.
Personal information means information or an opinion (including information or an opinion forming part of a database) we hold about you from which we can determine your identity. For example, we may collect and use your name and address details when you acquire or use particular Elevate Health products or services. Collecting and using this personal information ensures we can deliver our services to you as efficiently as possible.
At Elevate Health we know that giving your personal information to us imposes a serious responsibility upon us.
We are committed to protecting your personal information. Where your personal information may be disclosed, and to the extent that we can, we believe in giving you a choice as to whom we may disclose your personal information, who may use your personal information and how that personal information may be used.
How we collect your personal information
Generally, Elevate Health will collect personal information directly from you, and only to the extent necessary to provide a Elevate Health product or service, or to carry out our internal administrative operations. For example, we may collect personal information from you when you fill in an application form, deal with us over the telephone, ask us to contact you after visiting our web site or have contact with us in person.
We will collect personal information from you by lawful and fair means and not in an unreasonably intrusive way.
The type of personal information we may collect from you generally comprises name, address, age group, gender, contact details (including phone, fax and e-mail) and information collected as a result of you using or acquiring particular Elevate Health products or services.
How we use and disclose your personal information
Generally, we collect your personal information in order to provide you with, or give you access to, a particular Elevate Health product or service.
The personal information we collect from you ultimately allows us to provide you with better customer service.
We may also use or disclose your personal information for purposes related or ancillary to the main purpose for which we collect it and where you would reasonably expect such use or disclosure. Some examples are:
- Helping us to build a relationship with you
- Internal accounting and administration
- Regulatory reporting and compliance
- Protecting you and Elevate Health from fraud
Helping us to identify and inform you about other Elevate Health Products and services that may be of benefit to you.
Also, we sometimes outsource some of our internal functions and activities to other companies. In the course of doing this, we may disclose your personal information, such as name and address details, to enable the service provider to undertake that particular function.
Occasionally, we may also collect, use or disclose your personal information for the secondary purpose of facilitating the distribution of marketing materials to you by Elevate Health or a third party. We will not do this if you ask us not to do so.
There are other situations where we are compelled by law to disclose your personal information. For instance, under certain circumstances we may be compelled to provide your personal information to law enforcement agencies or the Australian Taxation Office.
Our duty of confidentiality and your consent
We have a duty to keep confidential all personal information we hold about you.
Generally, our duty of confidentiality applies except where disclosure of your personal information is:
- Compelled by law
For example, disclosure to various government departments and agencies such as the Australian Taxation Office, and disclosure to courts under subpoena.
- In the public interest
For example, where a crime, fraud or misdemeanour is committed or suspected, and disclosure against the customer's rights to confidentiality is justified.
- With your consent
Your consent is important to us. Your consent may be implied or express and it may also be verbal or written.
You imply consent where we may reasonably conclude that you have given consent by the actions you take or do not take. For example, where you acquire or use an Elevate Health product, or service, you consent to Elevate Health storing, using, maintaining and disclosing your personal information to the extent necessary for us to provide that particular Elevate Health product or service to you.
If you do not consent to certain uses of your personal information we may not be able to provide that particular Elevate Health product or service to you.
Direct marketing and your privacy
From time to time we may use the personal information we collect from you to identify particular Elevate Health products and services, which we believe may be of interest and benefit to you. We may then contact you to let you know about these products and services and how they may benefit you.
If you do not wish to receive direct marketing information from Elevate Health, please tell us. Please note however that your instructions to one part of our business may take a little time to flow through to the rest of Elevate Health.
Quality, accuracy and correction of your personal information
If we have accurate personal information about you, it enables us to provide you with the best possible service.
Elevate Health takes reasonable steps to ensure the personal information we collect, use and disclose is accurate, complete and up-to-date.
If you find that the personal information we hold about you is inaccurate, incomplete or out-of-date, please contact us immediately and we will take reasonable steps to ensure it is corrected.
Where Elevate Health does not agree with your view about the accuracy of the information and if you ask us to do so, we will take reasonable steps to note your claim where that information is stored and accessed.
Security of your personal information
Elevate Health takes reasonable steps to protect your personal information from loss, misuse, unauthorized disclosure or destruction. Elevate Health has in place generally accepted standards of technology and operational security in order to keep your personal information safe.
Web site security and privacy
The Internet has dramatically changed the way we do business. It allows Elevate Health to provide our products and services to you from the convenience of your own home or office.
We understand that you may be concerned about the confidentiality and security of the personal information we collect from you online. Accordingly, we have systems in place to ensure our online dealings with you are as secure and confidential as your dealings with us in person, or on the telephone.
Links to other sites
The Elevate Health site contains links to other sites. In addition, third parties, for example, may supply some of the content appearing on the Elevate Health web site by framing third party web sites or the incorporation through "framesets" of content supplied by third party servers.
While Elevate Health will always endeavor to engage in business arrangements with commercial entities of good repute and ethical business practices, we are ultimately not responsible for the privacy practices or the content of such web sites. However, our contractual arrangements with these parties seek to ensure that an equivalent level of privacy protection is afforded to you. We encourage you to read and understand the privacy policies on those web sites prior to providing any information to them.
Search terms that you enter when using our search engine are collected, but are not associated with any other information that we collect. We use these search terms for the purpose of aggregated statistical analyses so we can ascertain what people are looking for on our web site, and to improve the services that we provide.
Also, from time to time, we may use external companies to provide us with detailed aggregate statistical analyses of our web site traffic. At no time is any personal information made available to these companies, nor is the aggregate information ever merged with personal information such as your name, address, email address or other information you would consider sensitive or would compromise your privacy.
Children and personal information
At Elevate Health we recognise the importance of protecting children's privacy. Elevate Health will endeavor not to collect, use or disclose personal information about anyone under the age of 18 unless we have the consent of a parent or legal guardian.
Access to your personal information
Elevate Health will, upon your request, and subject to applicable privacy laws, provide you with access to your personal information held by us. However, we ask that you identify, as clearly as possible, the type/s of information requested.
Elevate Health will deal with your request to provide access to your personal information in a reasonable time - usually within 30 days of receipt of your request.
We will not charge you for lodging such a request but we may recover from you our reasonable costs incurred in supplying you with access to this information.
In certain circumstances, the law permits us to refuse your request to provide you with access to your personal information. Factors affecting your right to access include where:
- Access would pose a serious threat to the life or health of any individual
- Access would have an unreasonable impact on the privacy of others
- The request is frivolous or vexatious
- The information relates to a commercially sensitive decision making process
- Access would be unlawful, or
- Access may prejudice enforcement activities, a security function or commercial negotiations.
Further information on privacy
Should you require more specific details concerning our privacy practices please contact us directly.
Or you can obtain further general information about privacy protection from the Office of the Federal Privacy Commissioner by:
- Calling their Privacy Hotline on 1300 363 992, or
- Visiting their web site at www.privacy.gov.au, or
- By writing to:
The Federal Privacy Commissioner
GPO Box 5218
Sydney NSW 1042