BACKGROUND AND OVERVIEW
Healthcare 2 You is committed to protecting your privacy and handling your personal and sensitive health information with the highest level of care, confidentiality, and security.
This Privacy Policy explains how we collect, use, disclose, and protect your information in accordance with the Australian Privacy Principles (APPs) set out in the Privacy Act 1988 (Cth), as well as applicable state and territory health records legislation.
This policy applies to Healthcare 2 You, which comprises three distinct legal entities operating under the unified “Healthcare 2 You” brand:
- Healthcare 2 You Eyecare Pty Ltd
- Healthcare 2 You Qld Pty Ltd
- Eyecare 2 You Pty Ltd
References to “we”, “us”, “our”, or “Healthcare 2 You” in this policy refer collectively to these three legal entities.
THE KINDS OF INFORMATION WE COLLECT
Because we provide mobile optometry services to residents within aged care communities, we must collect both “personal information” and “sensitive information” (specifically health information). The types of information we routinely collect include:
- Personal Details: Full name, date of birth, gender, and contact details.
- Aged Care Context: Residential aged care facility (RACF) name, room number, and facility contact details.
- Representative Details: Names, contact details, and legal relationship of family members, powers of attorney, or guardian administrators.
- Government Identifiers: Medicare number, Department of Veterans’ Affairs (DVA) number, and private health insurance details.
- Clinical and Health Information: Ocular history, medical history, current medications, cognitive status, vision assessment results, clinical notes, diagnoses, and prescriptions.
HOW WE COLLECT YOUR INFORMATION
We collect information through lawful and fair means, primarily from:
- Aged Care Staff: Facility clinical managers or care staff providing resident files and care plans ahead of our clinics.
- Family & Representatives: Admission forms completed by your legally authorised representatives or family members.
- Direct Interaction: Our optometrists and optical dispensers during the clinical consultation.
- My Health Record: Where authorized and applicable, to review relevant health histories.
PURPOSES OF COLLECTION, HOLDING, USE, AND DISCLOSURE
Healthcare 2 You collects, holds, uses, and discloses your information for the primary purpose of delivering high-quality optometry and eye-care services.
Specifically, we use and disclose your data to:
- Assess, diagnose, and treat your vision and ocular health.
- Manufacture, fit, and deliver prescription spectacles or optical aids.
- Communicate clinical findings and care recommendations to your Aged Care Facility care team and treating General Practitioner (GP).
- Process funding claims via Medicare, DVA, or your private health fund.
- Manage administrative tasks, including invoicing, processing payments, and scheduling follow-up appointments.
We will not use or disclose your health information for secondary purposes (such as marketing) without your explicit consent.
DATA STORAGE, TECHNOLOGY, AND THE “EYECLOUD” CRM
We take data security seriously. All personal and health information collected by Healthcare 2 You is stored securely within our dedicated cloud-based Customer Relationship Management (CRM) and practice management system, Eyecloud.
Security measures implemented via Eyecloud and our broader IT infrastructure include:
- Access Control: Strictly restricted access granted only to authorised clinical and administrative personnel who require the data to perform their duties.
- Encryption: Data is encrypted both in transit and at rest to protect against unauthorised access, modification, or disclosure.
- Data Hosting: Eyecloud servers are hosted securely, ensuring data is managed in compliance with Australian data protection standards.
- Physical Security: Mobile devices used by our travelling optometrists are password-protected, encrypted, and monitored.
DISCLOSURE OF INFORMATION OVERSEAS
Healthcare 2 You stores and processes your data within Australia. We do not routinely disclose personal or health information to overseas recipients. If a third-party software provider or cloud backup infrastructure utilises overseas servers, we take reasonable steps to ensure they maintain privacy standards equivalent to the Australian Privacy Principles.
ACCESS TO AND CORRECTION OF YOUR INFORMATION
You, or your legally authorised representative, have a right to request access to the personal and health information we hold about you. You may also request that we correct any information you believe is inaccurate, out of date, or incomplete.
To request access or correction, please contact our Privacy Officer using the details provided in Section 9. We will respond to your request within a reasonable timeframe (usually 30 days). We may charge a reasonable, cost-reflective fee for retrieving and copying medical records, but we will never charge you just for making the request.
COMPLAINTS AND BREACH NOTIFICATION
If you have a concern about how we have handled your privacy, or if you believe we have breached the Australian Privacy Principles, please lodge a formal complaint with our Privacy Officer.
We take all complaints seriously. We will investigate the issue and provide you with a written response outlining our findings and proposed resolution within 30 days.
If you remain unsatisfied with our response, you have the right to escalate the complaint to the Office of the Australian Information Commissioner (OAIC):
- Website: www.oaic.gov.au
- Phone: 1300 363 992
In the unlikely event of a data breach that is likely to result in serious harm to you, we will notify you and the OAIC immediately in accordance with the Notifiable Data Breaches (NDB) scheme.
CONTACT DETAILS
For any privacy-related queries, access requests, or complaints, please contact our privacy team at:
Privacy Officer
Healthcare 2 You
146 Hawthorn Road
Caulfield North VIC 3161
Email: info@healthcare2you.com.au
Phone: 1300 88 2374
This policy is effective from September 2026 and is subject to regular review.