Privacy Policy

Purpose of this policy

The Cognosco Group is committed to protecting the privacy of personal information we collect and hold about individuals. This document explains how The Cognosco Group manages the personal information we collect, use and disclose. In this policy, the terms you/your/yours refer directly to clients or their parents/carers.

Obligations under the Privacy Act

The Cognosco Group complies with the Australian Privacy Principles (APPs) under the Privacy Act 1988. These APPs regulate how The Cognosco Group collects, uses, discloses and stores personal information.

In order to provide you with the speech pathology services that you have requested, The Cognosco Group will need to collect and use your personal information. If you provide incomplete or inaccurate information to us or withhold personal and health information from us we may not be able to provide you with the services you are seeking.

The kinds of personal information that The Cognosco Group collects and holds

We need to collect certain personal information about you in order to properly deliver the personalised programs we provide. We also require details to allow us to manage some payments and services via Medicare or the Australian government. When we collect your personal information, it must be directly related to the services that we deliver.

The type of personal information collected will depend on the kind of service you are receiving from us and whether there is any additional legislation under which service is provided. The information we collect includes: your name, date of birth, address, health fund details and information about your health history and family history.

How The Cognosco Group collects and holds your personal information

We will usually collect your health information directly from you. We collect personal information through a variety of channels including: paper forms, secure online portals, other electronic or paper correspondence, face-to-face (in person or via telehealth), or over the phone. Sometimes, we may need to collect information about you from a third party (such as a relative or another health service provider).

We take reasonable steps to protect the personal information we hold against misuse, interference, loss and from unauthorised access, modification or disclosure. These steps include:

·       Paper and electronic records are held securely in accordance with Australian government security guidelines

·       Access to personal information is restricted to clinicians providing services and authorised office administration

·       Secure access to premises

·       Storage and data security systems and protections are regularly updated

When no longer required, personal information is destroyed in a secure manner, or archived and deleted in accordance with our obligations under the Privacy Act and Archives Act 1983.

The purposes for which The Cognosco Group collects, holds, uses and discloses your personal information

The Cognosco Group uses your personal information for the purpose you have given the information to us. We will use your information to provide speech pathology services to you, to manage our relationship with you and to contact you in relation to matters concerning your care. We may also use your information for other purposes permitted under the Privacy Act 1988.

Disclosing your personal information to other parties

We may disclose your information to the following people:

a)    Other health professionals involved in your treatment

Your personal information will generally only be used by the speech-language pathologist involved in your care, however on occasion your care may be provided by a number of health professionals (e.g., speech-language pathologist, occupational therapist and/or psychologist) working or consulting together. We may disclose your information to these health professionals as part of the process of providing your care and to other health professionals involved in your care.

b)    The referrer

The Cognosco Group will usually send a discharge summary to the referrer (i.e., your medical practitioner) following discharge from The Cognosco Group or at other times, as required for your care. If you do not wish us to provide a copy of your discharge summary to the referrer you must let us know. Also, if the referrer’s details have changed, please let us know.

c)     Relatives, guardian, close friends or legal representative

We may provide information about your condition to your parent, child, other relatives, close personal friends, guardians, or to a person responsible for you, unless you tell us that you do not wish us to disclose your health information to any such person.

Other uses and disclosures:

In order to provide the best possible environment in which to treat you, we may also use or disclose your personal and health information where necessary for:

•      activities such as quality assurance processes, accreditation, audits, risk and claims management, patient satisfaction surveys and staff education and training;

•      invoicing, billing and account management;

•      to liaise with your health fund, Medicare or the Department of Veteran's Affairs and where required provide information to your health fund, Medicare or the Department of Veteran's Affairs to verify treatment provided to you;

•      the purpose of sending you standard reminders, for example for appointments and follow-up care, by text message or email to the number or address which you have provided to us.

Other uses with your consent

With your consent we may also use your information for other purposes such as including you on a marketing mail list, or research. Please note, however, that unless you provide us with your express consent for this purpose, we will not use your information in this way. We will not disclose your personal information to any individual who is outside Australia.

Access and correction of personal information

You have a right to access the personal and health information that we hold about you. You can also request an amendment to your personal and health information should you believe that it is inaccurate. In order that we provide you with the best service we can, we request that you advise us if any of your personal or contact details change. Please contact our Privacy Officer (see details below) to make any requests for access or correction of details. Please note that The Cognosco Group may recover reasonable costs associated with supplying this information to you.

Complaints and enquiries

If you have a complaint or question about privacy issues you can contact our Privacy Officer on the details below. We will promptly review your complaint and provide a response to you.

By letter: Erin White, Director, The Cognosco Group Pty Ltd, PO Box 2096, Hotham Hill, VIC, 3051

By email: hello@cognosco.com.au            By telephone: 0437 390 241

If you are not satisfied with our response, you are entitled to contact the Office of the Australian Information Commissioner, by phoning 1300 363 992 or writing to the Director of Complaints, Office of the Australian Information Commissioner, GPO Box 5218, Sydney NSW 1042.