Policies

COVID-19 PROTOCOLS

We are closely following the Covid-19 situation in order to protect the health of our clients, staff and wider community.

If you have any Covid-19 related symptoms (sore throat, cough, runny nose, headache, fever, change in taste or smell, nausea, diarrhea, vomiting, body aches) we ask that you please cancel your appointment and get tested.

Hygiene & client safety is of utmost importance to us at Ramp Up and we always strive to follow usual hygiene and cleaning protocols. If you would like your Physiotherapist to wear a mask, please feel free to request this.

Again, we thank you for your understanding and patience during this time!

Our commitment to your privacy

We are committed to handling personal information about you, including health information about you, in accordance with the requirements of the Commonwealth Privacy Act 1988 and the Australian Privacy Principles 2014.

In this Policy, we explain:

what kind of information we collect and hold about you
how and why we collect it
what we do with that information and who we share it with (and when)
your right to seek access to, and if required, correction of, the records we hold about you
your right to make a privacy complaint, to us and others
whether we are likely to disclose information about you to overseas recipients.

What kind of personal information do we collect about you?

Ramp Up Physiotherapy will only collect information about you that is necessary to our functions and activities.

We collect and hold the following kind of information about you:

your name, address, date of birth, email and contact details
information about your family or relatives
information about other health professionals involved in your care
any Government identifiers such as: Medicare number, DVA number, NDIS Number.
other health information about you such as: a record of your symptoms, your relevant medical history, the diagnosis made and the treatment we give you:
- specialist reports
- test results
- your appointment and billing details
- your prescriptions
- your health fund details
- other information about you collected for the purposes of providing care to you.

How do we collect and hold your personal information?

We will generally collect personal information about you in these ways:

directly from you when you give us your details (eg, face-to-face, over the phone,
via registration form or an online form)
from a person responsible for you
from a third party where we are permitted by law to do that (eg. other health care professionals involved in your care, from your health insurer).
for each visitor to our website, we collect non-personally identifiable information, including browser type, version and language, pages viewed while accessing site, page access times and referring website address. This information is used solely for the purpose of gauging visitor traffic, identifying trends and improving our website and other services.

Why do we collect and use information about you?

We primarily collect and use personal information about you to provide our physiotherapy services to you and to communicate with you and others involved in your care in relation to those services.

We also sometimes use that information for other purposes, including:

to help us manage our accounts and administrative services, including billing, arrangements with health funds, pursuing unpaid accounts, management of our IT systems
direct marketing purposes
to advise patients of current services, products or promotions
to comply with any legislative or regulatory requirements
to conduct accreditation, quality assurance or internal audits.

When and why might we share information about you with others?

We may disclose information about you to others outside of our practice as permitted or required
under law. This will include situations where we disclose information about you in order:

to comply with our legal obligations (eg. mandatory reporting under legislation,
responding to a court order or subpoena)
to consult with other health professionals involved in your healthcare
to get test results from diagnostic and pathology services
to claim on insurance
to communicate with your health fund, with government and other regulatory
bodies such as Medicare
to help us manage our accounts and administrative services (eg. billing or debt recovery, arrangements with health funds, pursuing unpaid accounts etc.)
to lessen or prevent a serious threat to a patient’s life, health or safety or a serious threat to public health or safety
to help in locating a missing person
to prepare the defence of anticipated or existing legal proceedings
for direct marketing purposes
to provide appointment notifications and reminders via SMS and/or email
to discharge notification obligations to liability insurers.

Your right to seek access to and to seek correction of the information we hold about you

You have the right to seek access to and correction of the personal information we hold about you.

We will normally respond to your request within 30 days. To make the request, you should contact Jessica Schmidt (Director & Principal Physiotherapist) in writing (see ‘how to contact us’).

If you think that the information we hold about you is not correct, please notify us in writing. We will
take reasonable steps to correct your personal information where the information is not accurate
or up-to-date. We may also ask you to verify that the information we hold about
you is correct and current. We request you please notify us if and when your contact details change
(see ‘how to contact us’).

Security: how we hold your personal information

We take reasonable steps to protect the information we hold about you. These are designed to
prevent unauthorised access, modification or disclosure and to prevent misuse and loss.
This includes:

secure storage of hard-copy information
holding information in secure cloud storage
providing staff with training or induction etc. about confidentiality and (in particular)
security issues
a confidentiality agreement is entered into by any employees or contractors at their time of engagement with us
strong password protections when accessing the information on a computer
destroying information in an appropriate manner when no longer required.

Your right to receive treatment from us anonymously
(or by using a pseudonym)

Where it is lawful and practicable for us to do so, you can be treated anonymously or through use
of a pseudonym (a name other than yours).

Disclosing information about you overseas

We do not propose to disclose information about you to anyone overseas. If we want to transfer
your personal information overseas, we will first seek your consent, unless we are required by
law to do the transfer.

If you have a privacy-related concern about us

If you have concerns about the way we’ve handled your privacy, let us know. You should do that in writing. We will then try to respond to you within 30 days.

If you are not satisfied with our response, you can refer your complaint to the Office of the
Australian Information Commission, whose contact details are:

Phone: 1300 363 992
Email: [email protected]
Post: GPO Box 5218 Sydney New South Wales 2001

Website: https://www.oaic.gov.au/privacy/privacy-complaints/

Updating this policy

We will update this policy from time to time, to reflect any changes in our information-handling
practices or the law or both. Amendments will be incorporated into the updated policy.

How to contact us

To contact us about any privacy related issues, please approach:

Jessica Schmidt (Director & Principal Physiotherapist)

Email: [email protected]

Post: PO Box 106, O’Halloran Hill SA 5158

GENERAL PROMOTIONAL OFFERS TERMS & CONDITIONS

These terms and conditions apply to all promotions run by Ramp Up Physiotherapy unless specifically stated otherwise:

Offer not valid with any other offer.
Offer is limited to one offer per person.
Any discounts are off the standard pricing for the product or service specified.
Offer not redeemable for cash or products.
‘New’ clients – means anyone that has never received services at Ramp Up Physiotherapy before.
Offer not valid for 3rd Party Paying Customers, NDIS, EPC/CDM, RTWSA.
Please confirm that you are claiming the offer when booking or at the time of arrival in clinic.

PRODUCT REFUND & EXCHANGE POLICY

This policy applies to any equipment or physical products purchased in store.

We do not offer refunds on our Physiotherapy Services. Please refer to our Satisfaction Guarantee Policy.

Ramp Up Physiotherapy inspects all items provided for purchase to ensure they are in suitable working condition. If a purchased item is faulty, you are entitled to a full cash/EFTPOS refund or exchange of product within 14 days of purchase. Refunds will be issued using the original form of payment.
Proof of purchase is required to issue a refund or exchange of a faulty product.
Refunds cannot be issued after 14 days unless the product has a manufacturer’s warranty for a period longer than this.
Ramp Up Physiotherapy reserves the right to inspect returned products and refuse a refund or exchange if it is deemed that a product has been incorrectly used, damaged or not appropriately cared for by the consumer.
We do not offer refunds, exchanges, or store credit for “change of mind” purchases.

SATISFACTION GUARANTEE POLICY

At Ramp Up Physiotherapy we pride ourselves on providing high-quality Physiotherapy care. Ramp Up Physiotherapy do not offer refunds on our Physiotherapy services provided.

If you are not completely satisfied with your Physiotherapy services received at Ramp Up Physiotherapy, we will deliver your next session completely free.

To be eligible for the Guarantee the following applies:

Any claim must be lodged via phone or email communication before your next appointment or up to a maximum of 7 days following your consultation.
All patients are eligible for the satisfaction guarantee.
Free services offered under the guarantee cannot be redeemed for cash, or products and are not transferable to other patients.
Free services are to be provided within 30 days of you lodging a claim with us.

FEEDBACK & COMPLAINTS

Ramp Up Physiotherapy welcome any form of feedback regarding the quality of our services. Please provide any written feedback or complaints to us via email at [email protected] .