The Ear Nurses at Crystal Clear Ears

Privacy and Confidentiality

The Ear Nurses at Crystal Clear Ears are committed to protecting your privacy and handling your personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

As a healthcare provider, we collect, use and store personal and health information that is reasonably necessary to provide ear health services, manage appointments, and support your ongoing care.

Information We Collect

The information we collect may include:

  • Full name
  • Date of birth
  • Residential and postal address
  • Telephone number and email address
  • Medicare, concession, pension or health care card details (where applicable)
  • Emergency contact details
  • Medical history relevant to your ear health
  • Referral information from your GP or other healthcare providers
  • Clinical notes, examination findings and treatment records
  • Appointment history and billing information
  • Information provided through our website, online bookings or enquiries
  • Correspondence, feedback or other information you choose to provide

We only collect information that is reasonably necessary to provide our services or to meet our legal and professional obligations.

How We Collect Your Information

We may collect your personal information when you:

  • Book an appointment online, by telephone, email or in person
  • Complete patient registration, consent or medical history forms
  • Attend one of our clinics for assessment or treatment
  • Contact us by phone, email, SMS or through our website
  • Request information about our services
  • Subscribe to receive newsletters or educational information
  • Use our website, where limited information may be collected through cookies and similar technologies to improve website functionality and user experience

Where practical, you may choose not to provide certain information. However, this may affect our ability to provide healthcare services or respond to your enquiry.

Why We Collect Your Information

We collect personal and health information to:

  • Provide ear health assessments and microsuction treatment
  • Maintain accurate clinical records
  • Schedule and manage appointments
  • Communicate with you about your care and appointments
  • Liaise with your GP or other healthcare providers where appropriate
  • Process payments and manage accounts
  • Comply with legal, regulatory and professional obligations
  • Improve our services and patient experience

Email and Electronic Communications

If you provide your email address or mobile number, we may use it to:

  • Confirm, remind or reschedule appointments
  • Respond to your enquiries
  • Provide information relating to your treatment or ongoing care
  • Notify you of changes to clinic operations or appointments
  • Send health education, newsletters or other communications where you have consented, or where permitted by the Privacy Act 1988 (Cth) and the Spam Act 2003 (Cth)

You may unsubscribe from marketing communications at any time by using the unsubscribe link included in the email or by contacting us directly.

Please note that opting out of marketing communications will not prevent us from sending important information relating to your appointments or healthcare.

Disclosure of Personal Information

Your personal and health information is treated as confidential.

Information is only accessed by authorised staff involved in your care or the administration of our practice.

We may disclose your information:

  • With your consent
  • To healthcare providers involved in your care
  • Where required or authorised by law
  • To lessen or prevent a serious threat to an individual’s life, health or safety
  • Where otherwise permitted under the Privacy Act 1988 (Cth)

We do not sell or rent your personal information to third parties.

Website and Online Services

When you visit our website, limited non-identifiable information may be collected, including:

  • Browser type
  • Device information
  • Pages visited
  • Date and time of access
  • Website usage statistics

This information may be collected through cookies and analytics services to help improve our website and user experience.

Where available, online enquiry forms and booking systems use secure methods to transmit your information.

Accessing and Correcting Your Information

You may request access to your personal or health information by contacting our clinic.

For privacy and security reasons, we may ask you to provide proof of identity and submit your request in writing before releasing information.

If you believe any information we hold is inaccurate, incomplete or out of date, please let us know so we can update our records.

Storage and Security

We take reasonable steps to protect your personal and health information from misuse, interference, loss, unauthorised access, modification and disclosure.

Patient information is stored using secure practice management systems and appropriate administrative, technical and physical safeguards.

We retain records in accordance with applicable legal and professional record-keeping requirements.

Making a Privacy Complaint

If you have concerns about how your personal information has been handled, please contact us using the details below.

We will acknowledge your complaint and endeavour to respond within a reasonable timeframe.

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

Contact Us

The Ear Nurses at Crystal Clear Ears

Address
Suite 1, 260 Springvale Road
Glen Waverley VIC 3150

Phone
 1300 260 750

Email
 earnurses@theearnurses.com.au