Our Dedication to Your Privacy
To effectively deliver the necessary care and services, we are required to gather, store, utilize, and disclose certain sensitive information. We acknowledge the significance of safeguarding your privacy throughout these processes, and we are fully committed to ensuring the utmost security and confidentiality of your information. Rest assured that we will maintain your privacy at all times.
Our Privacy Statement
Our privacy statement serves as a comprehensive guide that defines how we collect, utilize, and safeguard your information across all our service offerings. As a dedicated team, Nest Care Group is unwavering in our commitment to upholding these processes diligently and consistently.
The information we collect
At Nest Care Group, the extent of information we collect depends on the nature and level of service you require. Completion of basic information, such as contact details (address, email, phone numbers) and emergency contact information, is essential for all clients. For a more comprehensive understanding of your care needs and funding arrangements, we may need to collect additional details. This may include:
- Medical history and current health status
- Religious and cultural preferences
- Banking information, such as credit card or bank account details, for direct debit and reimbursement purposes
Being aware of the sensitivity surrounding medical, religious, and cultural information, we prioritize the protection of this data and ensure that it is not shared without your explicit consent.
How we collect your information
There are two primary ways in which we collect your information:
1. Direct Interaction: You or your representative can provide us with information regarding your care needs through direct contact with our Care Coordinators and Care Managers. Additionally, when discussing your health history, our health assessment nurses will gather more sensitive information.
2. Website Usage: Information may also be collected when you use our website. The specific type of information depends on the services you access on our website. For instance, when completing a 'contact us' form, we will request personal details like your name, email address, and contact number.
Furthermore, Nest Care Group obtains information from external sources, including TAC, My Aged Care, NDIS, and other agencies we provide care for.
Please be informed that our website may use 'cookies' to collect information about your website usage. Cookies are commonly used tools in the industry and are small text files placed on your computer to remember preferences. You may choose to decline the use of cookies by adjusting your browser settings, but please note that this may limit the functionality of our website.
It's essential to note that our website may contain links to other websites. While visiting these external sites, we advise you to be aware of and review their respective privacy policies, as we are not responsible for their privacy practices.
Lastly, for statistical purposes, our web server collects certain information from each website visitor, including the number of users, date and time of visits, pages viewed, and traffic patterns. This data is anonymous and will not be used to identify individual users or their browsing activities. We utilize this information to evaluate our website's performance and improve the content we present to you.
How we keep your information
Both hard copy and electronic formats may be utilized to maintain your information. For hard copy data, stringent security measures are in place to ensure secure storage at our head office. To protect your information and our network from unauthorized access or disclosure, we employ a combination of technical solutions, security controls, and internal processes.
When collecting customer data on our website, we prioritize the protection of your information during transmission over the internet. Therefore, we utilize encryption technology to securely pass your data through a dedicated server. Additionally, all stored customer information is safeguarded against unauthorized access, employing secure passwords, usernames, or other relevant security procedures.
How we use your information
Rest assured that your personal information will only be used for purposes directly related to the products or services we provide. We will not utilize your information in any way that you would not reasonably expect us to. In order to enhance our relationship with you, Nest Care Group may use your information to offer additional products and services. However, the decision to receive these offerings is entirely up to you.
While respecting your privacy, there may be cases where we are required to release information in the interest of public duty. However, we assure you that we will never sell or disclose your information to any external individual or entity for marketing purposes, apart from within Nest Care Group.
When it comes to sensitive information, we collect it solely with the purpose of delivering the care you require. Without your consent, we will not disclose or release this information, unless it becomes crucial in an emergency situation. In such cases, we will make every effort to contact your designated emergency contact person to acquire consent before sharing your information with other healthcare providers.
How to access or correct your personal information
To update any details you have provided, please contact our Care Coordinators, Care Managers, or Case Manager. They will be able to assist you with the necessary changes. Should you require a copy of your medical record, we kindly request that you submit a written request to our Governance team.
How to make a privacy complaint
If you believe that your privacy has been compromised in any way, you have the option to lodge a complaint with our Governance team. You can do this through phone, postal mail, or email. Rest assured, if you submit the complaint on the weekend, we will respond within 24 hours or the next business day. In the event that we are unable to resolve the complaint in the initial stage, we will acknowledge your complaint and the concerns you have raised in writing. We will then conduct a thorough investigation and provide you with a resolution within 30 days.
While our primary goal is to resolve any issues directly, without the involvement of a third party, you also have the right to lodge a complaint with external organisations. Depending on your situation, you may consider contacting the Aged Care Complaints Commissioner or the Health Complaints Commissioner if necessary.
HOW TO CONTACT US
Email: liz@nestcaregroup.com.au
Phone: 0431 084 492