Privacy Policy

Last reviewed: 25 February 2026

Pro Health Care (“we”, “us”, “our”) is committed to protecting your privacy and handling your personal information in an open and transparent way. We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains how we collect, use, disclose and protect your personal information across our clinics, website(s), patient communications, and AI‑enabled reception and messaging tools (“digital assistants”). We will update this policy when our practices change or when laws are updated.

1.How to contact us

Email: marketing@prohealthcare.com.au

Phone: (08) 7081 9800

Postal address: 678 Port Road, Beverley SA 5009

You may contact us to ask questions or exercise your rights (access, correction, complaints). We will make this policy available free of charge and in alternative formats on request.

2. What this policy covers

Personal information we collect about patients, carers, guardians and other visitors.

Sensitive information, including health information.

Information gathered by our third‑party service providers we use to deliver our services.

3. The kinds of information we collect

Depending on how you interact with us, we may collect (the below is not exhaustive):

• Identity & contact details: name, date of birth, address, email, phone, emergency contacts.
• Patient/health information: symptoms, clinical history, medications, allergies, referrals, pathology and imaging results.
• Appointment & billing information: Medicare/DVA details, private health insurer, payment preferences.
• Communications: enquiries, feedback, messages to reception, and (where enabled) recordings or transcripts from phone lines or digital assistants.
• Website & device information: browser type, cookies and similar analytics data (you can manage preferences in your browser).

We aim to minimise collection to what is reasonably necessary for our functions as a health service provider. Where we collect sensitive information (including health information), we do so with your consent or as otherwise permitted or required by law.

4. How we collect information

• Directly from you: in person at reception, during consultations, by phone, email, web forms or digital assistants.
• From others with your authorisation or as allowed by law: GPs, specialists, hospitals, pathology providers, carers/guardians, My Health Record, or third‑party booking/referral platforms you use.
• Automatically: limited technical data (cookies, logs) when you use our website(s).

When collection is not obvious, we take reasonable steps to notify you of the fact and circumstances of collection, the purpose, usual disclosures and how to contact us or access this policy. Notices may be layered (e.g., a short pop‑up plus a link to this policy).

5. Digital assistant

We use AI‑enabled tools to help you with appointment booking, general enquiries and routing messages to the right team. These tools may capture the information you provide (e.g., name, contact details, preferred time, brief description of your request).

• Human in the loop: AI does not make clinical decisions or determine care pathways; tasks requiring clinical judgment are escalated to staff.
• Transparency: We identify AI tools as such and provide a direct option to speak to a person if you prefer.
• Data handling: Information entered into these tools is handled in line with the APPs. Where the tool generates or infers personal information, we treat that as a collection and manage it under APP 3 and APP 10 (accuracy).
• Best practice: We apply controls, due diligence and human oversight to all AI products we deploy.

If we enable call recording or transcript storage for quality and safety, we will notify you at the start of the interaction.

6. Purposes for which we use information

We use personal information to:

• provide and coordinate healthcare, including referrals, diagnostics, recalls and care planning;
• book and manage appointments (including reminders and follow‑ups);
• handle payments, rebates and billing;
• communicate with you about your care, our services, promotions, contests, surveys and service updates;
• maintain safety, quality assurance, training and service improvement; and
• meet legal, regulatory, and reporting obligations.

We only use or disclose personal information for the primary purpose for which it was collected, for a related purpose you would reasonably expect, or as otherwise advised above or permitted/required by law (e.g., with consent).

7. When we disclose information

We may disclose personal information (as relevant and necessary) to:

• your treating practitioners and members of your care team;
• laboratories, imaging, pharmacies and other health service providers involved in your care;
• Medicare, private insurers and payment processors;
• trusted third‑party providers that help us operate (e.g., secure cloud hosting, practice management software, digital assistant vendors, appointment and messaging platforms, IT support and security providers); and
• regulators and other bodies where required or authorised by law.

All third‑party providers are bound by strict confidentiality, security and privacy obligations and may only use your information to provide services to us. (APP 6 & APP 11)

8. Security and retention

We take technical and organisational measures to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure (e.g., access controls, encryption in transit/at rest where applicable, MFA for staff, staff training, vendor due diligence, and incident response processes).

We keep personal information only as long as necessary for the purposes described or as required by law. When no longer needed, we destroy or de‑identify personal information, taking reasonable steps to prevent re‑identification. (APP 11)

9. Your rights: access and correction

You can request access to the personal information we hold about you and ask us to correct it if it is inaccurate, out‑of‑date, incomplete, irrelevant or misleading. Where we refuse access or correction (rare), we will explain why and how you can complain. (APPs 12–13)

You may also choose to interact with us anonymously or using a pseudonym where lawful and practicable (for example, general enquiries). (APP 2)

10. Children and other representatives

Where appropriate, we collect information from parents, guardians or authorised representatives and will take reasonable steps to ensure that consent and communications are directed to the correct decision‑maker, consistent with clinical judgment and law.

11. Notifiable Data Breaches

If a data breach is likely to result in serious harm, we will notify affected individuals and the Office of the Australian Information Commissioner (OAIC) as required by the Notifiable Data Breaches (NDB) scheme, and provide guidance on next steps.

12. Cookies and website analytics

Our websites may use cookies or similar technologies to improve site performance, remember preferences and understand usage. You can control cookies via your browser. Analytics data is typically aggregated and de‑identified.

13. How to make a privacy enquiry or complaint

If you have a question or a complaint about how we have handled your personal information please make contact as per Section 1 of this policy.

If you’re not satisfied with our response, you can contact the Office of the Australian Information Commissioner (OAIC): www.oaic.gov.au, 1300 363 992.

14. Changes to this policy

We may update this policy to reflect changes in law, technology or our practices.