HEALTH MAX exercise physiology
Privacy Policy
Health Max respects your privacy and protects the personal and health information we collect when providing exercise physiology, strength training, osteoporosis, rehabilitation, health education, online enquiries, marketing and communication services.
AT A GLANCE
Plain-English Summary
We collect information needed to provide safe and effective care, run our clinic, communicate with you, process payments, comply with law and improve our services. We do not sell your personal information or your SMS/MMS consent status. We use health information with extra care and do not use sensitive health information for advertising targeting without your consent.
1. Who we are
Health Max provides exercise physiology, strength-based allied health services, osteoporosis and bone health programs, musculoskeletal rehabilitation, preventive health programs, education and related services.
For this policy, “Health Max”, “we”, “us” and “our” means Health Max / Healthmaxep and our authorised team members, contractors and service providers who support the delivery of our services.
2. Scope of this policy
This policy applies to information collected through our clinic, website, online forms, booking systems, intake forms, telehealth tools, email, phone, SMS/MMS, social media pages, advertising campaigns, events, referrals and any other Health Max service channel.
We aim to handle personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 (Cth), relevant health-records obligations, ESSA professional standards and applicable advertising and communication rules.
3. Information we collect
The information we collect depends on your relationship with us and the service you use. It may include:
- identity and contact details, such as name, date of birth, phone number, email address, emergency contact and address;
- health information, such as medical history, medications, referrals, diagnoses, imaging or test results, exercise capacity, goals, pain, falls risk, bone density information, injury history and clinical notes;
- service and administration information, such as appointments, attendance, payments, invoices, funding details, Medicare, private health, NDIS, workers compensation or insurer information where relevant;
- communication preferences, including whether you consent to receive SMS/MMS, email or marketing communications;
- website and digital information, such as IP address, browser type, device data, pages visited, form submissions, cookies, analytics and advertising interaction data;
- photos, videos, testimonials or case-study material only where you have given specific consent; and
- feedback, enquiries, complaints and survey responses.
Health information is sensitive information. We only collect it where reasonably necessary for our services, with your consent where required, or where otherwise permitted by law.
4. Why we collect, use and hold information
- assess your needs and provide safe, personalised exercise physiology and allied health services;
- create and maintain clinical records, treatment plans, exercise programs and progress notes;
- communicate with you about bookings, reminders, clinical follow-up, forms, payments, service updates and care coordination;
- liaise with referrers, doctors, specialists, allied health providers, insurers, funders or support coordinators where this is part of your care or otherwise authorised;
- process payments, rebates, claims and administrative requirements;
- improve service quality, staff training, systems, safety and client experience;
- send marketing or educational communications where permitted and where you have not opted out;
- run website analytics, advertising and campaign measurement in a privacy-conscious way; and
- meet legal, insurance, reporting, clinical governance and professional obligations.
You may choose not to provide certain information. However, this may affect our ability to provide safe care, process bookings, communicate with you or deliver the service you requested.
5. SMS/MMS consent and text messaging
Health Max may use SMS/MMS to send appointment reminders, booking updates, waitlist offers, clinical follow-up, service updates, educational content, payment reminders, review requests or marketing messages where permitted.
Suggested SMS/MMS consent wording for webforms
By providing my mobile number and ticking this box, I consent to receive SMS/MMS messages from Health Max about appointments, services, health programs, follow-up, account matters and, where selected, marketing or educational updates. Message frequency varies. Message and data rates may apply. Reply STOP to opt out and HELP for help. I understand that consent is not a condition of receiving clinical care and that Health Max will handle my information in accordance with this Privacy Policy.
We record your SMS/MMS consent status, including the date, time, source and wording of the consent where practical. You can opt out at any time by replying STOP, using an unsubscribe link where available, or contacting us. Service-related messages necessary for your care or booking may still be sent where permitted by law.
No sale or unauthorised sharing: We do not sell your mobile number, SMS/MMS opt-in data or SMS/MMS consent status. We do not share SMS/MMS opt-in information with third parties for their independent marketing. We may share it only with service providers who help us deliver messages, manage bookings, maintain records or comply with law, and only for those purposes.
6. Google, Meta and digital advertising
We may use digital tools such as Google Analytics, Google Ads, Meta Pixel, Meta Conversions API, Facebook, Instagram or similar platforms to understand website performance, measure campaigns, improve services and show relevant advertising.
Because Health Max provides health-related services, we treat advertising data with extra care. We do not intentionally send sensitive health information, clinical notes, diagnoses, appointment details or treatment information to advertising platforms for targeting. We do not create advertising audiences based on sensitive health information unless we have a lawful basis and appropriate consent.
Health advertising commitment: Our health advertising should be truthful, evidence-informed, not misleading, not exploit fear or vulnerability, not imply guaranteed outcomes, not encourage unnecessary services, and should use testimonials, images or case studies only where legally and professionally appropriate.
7. Social media pages
Health Max may operate social media pages including Facebook, Instagram, LinkedIn, YouTube, TikTok or other channels. If you interact with us on social media, the platform may collect and use your information under its own privacy policy.
Please do not post private health information, appointment details, medical documents or sensitive personal information in public comments or messages. If you contact us through social media, we may move the conversation to phone, email or a secure intake process.
8. When we may share information
We may share personal or health information with:
- our team members, clinicians, contractors and administrative staff who need it to perform their role;
- medical practitioners, allied health providers, referrers, specialists or care team members involved in your care;
- practice management, booking, payment, accounting, email, SMS, telehealth, analytics, cloud hosting, IT security and customer-support providers;
- Medicare, private health insurers, NDIS, workers compensation bodies, insurers, legal advisers or regulators where relevant;
- emergency contacts or appropriate authorities where necessary to lessen or prevent a serious threat to life, health or safety;
- third parties you authorise; and
- other parties where required or permitted by law.
Some service providers may store or process information outside Australia. Where this occurs, we take reasonable steps to use reputable providers and protect information in line with this policy and applicable law.
9. Storage, security and retention
We take reasonable steps to protect personal and health information from misuse, interference, loss, unauthorised access, modification or disclosure. Measures may include role-based access, passwords, secure systems, staff training, encrypted platforms where practical, physical security and data minimisation.
We keep clinical and administrative records for as long as required by law, professional obligations, insurance requirements and legitimate business needs. When information is no longer required, we take reasonable steps to securely destroy or de-identify it.
10. Access, correction and choices
You may request access to personal information we hold about you, ask us to correct inaccurate or incomplete information, update your communication preferences, withdraw consent where applicable, or opt out of marketing communications.
We may need to verify your identity before responding. In some circumstances, we may be legally permitted to refuse access or correction, but we will explain the reason where appropriate.
11. Privacy complaints
If you have a privacy concern, contact us first so we can review it and respond. Please include your name, contact details and a clear description of the issue.
If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.
12. Contact us
Privacy contact: Health Max Administration team
Email: [email protected]
Phone: (02)9053 2283
Address: 3/10 West Promenade MANLY 2095
Website: www.healthmaxep.com.au/
[email protected] | (02)9053 2283 | 3/10 West Promenade MANLY 2095
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