Welcome to The Paddington Health Hub

Our purpose is to make the path to wellness simple. The Paddington Health Hub is built around the idea that everyone should be living a healthier, more vibrant and fulfilled life. To that end, we empower and inspire our community to do just that.

Our Commitment to You

Our promise to you is providing you with the highest quality of care in the most welcoming and supportive environment. However commitment to you is based on more than just excellent clinical care and customer service, which should be expected. Paddington Health Hub values your Human Rights. Our clients receive respectful care and are not discriminated against on the basis of age, gender, ethnicity, beliefs, sexual preference or health status.

You have the right to see the physiotherapist of your choice, obtain a second opinion
and refuse a treatment. Please see our administration staff if you would like to provide
feedback or make a complaint.

Your Commitment to Us

Working together will produce the best results.

It is important to us that you reach your health goals but we can’t do it alone, we need your help. In order to achieve outstanding treatment results, we require an equal commitment from you. Take the time to read all of our Terms and Conditions as clarity, communication and understanding will ensure that we’re always on the same page and achieving the best outcome possible. It is important that you are honest with us as sometimes missing pieces of information can make a big difference to your outcomes.

All of our professional recommendations are based on the information provided by you, an objective and expert physiotherapy examination and the specific goals determined by you and your physiotherapist. It is important to understand our Terms and Conditions and for you to acknowledge that ultimately, it is your responsibility to follow our advice and avoid situations that may aggravate your condition. We acknowledge an infinite number of variables can impact on the outcomes of any treatment program.

We are confident that if you follow our recommendations and any further opinions subsequent to reviews that may occur periodically throughout the term of your treatment, then we can help you to achieve outstanding results.

Fees and your account

Fees for private patients are due at the time of service. HICAPS and EFTPOS facilities are available at the front desk for automatic claiming through your private health fund (if applicable). Medicare and DVA patient accounts will be assessed on an individual basis and may require payment on the day by you, or may be sent directly to the appropriate body.

Referrals

If you have been referred by another member of your healthcare team (for example your personal trainer or GP) we’d like to keep them informed of your progress throughout your healthcare journey. The best way for you to get better is when we all work together. So please tell us if you have been referred by another health practitioner, and if you’re happy for us to do so, we’d like to keep in contact with them.

Appointment Scheduling

To make sure you get the most out of each and every visit we only ever schedule one person at a time with each of our clinicians (unless of course you’ve booked in for a group class!) – you get our undivided attention for the entire length of your consultation.

After your appointment your clinician will outline a recommended action plan for you. You will achieve the maximum results when you keep your recommended action plan to this schedule. Therefore, to receive the most out of your care and ensure we are available to see you when you need us, we ask that you please schedule your appointments in advance where appropriate.

Healthcare treatments such as Physiotherapy, Massage, Yoga and Pilates treatments are
generally an effective and safe form of treatment however like any treatment there are benefits and risks. The purpose of this form is to let you know what your rights are and how we address the issue of a collaborative decision making and informed consent between the clinician and patient.

The clinicians in this practice will discuss your condition and options for treatment with you so that you are appropriately informed and can make decisions relating to treatment. You may choose to consent or refuse any form of treatment for any reason.

Once you have given consent, you may withdraw that consent at any time.

Questions of a personal nature

Your clinician may ask personal questions relating to your injury and how your injury impacts on your ‘activities of daily living’. The more information you provide, the more likely it is that the clinician can provide effective treatment. It is your choice as to what information you choose to provide. If you feel uncomfortable with a particular question or group of questions, please let the clinician know and they will cease treatment.

Physical contact

During the examination, assessment and treatment it may be necessary for your clinician to make physical contact. Your clinician will ask your permission before making physical contact with you. Physical contact requires your consent. You may withdraw consent at any time at which point, all physical contact will cease immediately. Please inform your clinician if you feel uncomfortable at any time.

Risk related to treatment

As with all forms of treatment, there are risks and benefits. The clinician will discuss any foreseeable risks with you prior to administering treatment. In some cases, the clinician may ask you to read information related to a particular treatment and they may request that you sign a further consent form. This is to ensure that you fully understand any risks involved. You may withdraw your consent at any time even if you have previously signed a consent form.

Children and minors

Consent from a custodial parent is required to treat a minor.

Substituted Consent

Where a person is incapable of understanding the risks and benefits of treatment, consent may be provided by another person legally authorised to provide such consent. Evidence of legal authorisation is required in such circumstances.

You need to let us know

The risk related to some treatments can increase if the clinician is not aware of certain facts. Please inform the clinician if you have any medical conditions or are taking any medication.

The Paddington Health Hub is committed to protecting the privacy and confidentiality
of your personal and health information.

This Privacy and Confidentiality Policy explains how the Paddington Health Hub manages the personal information that we collect, use and disclose and how to contact us if you have any questions regarding the management of your personal information.

All personal health information held by Paddington Health Hub is treated confidentially. The Paddington Health Hub is committed to ensuring that all personal and health information is only collected, disclosed, used and stored in accordance with the National Privacy Principles (NPP) set out under the Privacy Amendment (Enhancing Privacy Protection) Act 2012 and is available through the website of the Office of the Australian Information Commissioner.

The NPP regulate the manner in which personal information is handled, from collection, to use and disclosure, storage, accessibility and disposal.Paddington Health Hub is also required to comply with the Spam Act 2003 (Cth) (Spam Act) and the Do Not Call Register Act 2006 (Cth) (Do Not Call Register Act)

What is Personal Information?

‘Personal information’ is any information or an opinion, in any form and whether true
or not, about an identified individual, or an individual who is reasonably identifiable from the information or opinion ascertained. Examples include an individual’s name, address, contact number and email address.

Special provisions apply to the collection of personal information which is defined as
sensitive information. Sensitive information includes the collection of Health Information for use by a Health Service.

What is Health Information?

‘Health Information’ is defined to be:
Information or an opinion, that is also personal information, about:
The health or a disability (at any time) of an individual, or

An individual’s expressed wishes about the future provision of health services to him
or her, or

A health service provided, or to be provided to an individual, or Other personal information collected to provide, or in providing, a health service.

Examples of Health Information the Paddington Health Hub may collect include:

• Clinical notes of an individual’s symptoms, diagnosis and the treatment given
• Specialist reports and test results
• Appointment and billing details
• Prescriptions and other pharmaceutical purchases
• An individual’s healthcare identifier when it is collected to provide a health
  service
• Any other personal information (such as information about an individual’s race, sexuality, religion, date of birth, gender) reasonably necessary to provide a health service.

What is a Health Service?

‘Health Service’ is defined to mean:
An activity performed in relation to an individual that is intended or claimed (expressly or otherwise) by the individual or the person performing it:
To assess, record, maintain or improve the individual’s health, or
To diagnose the individual’s illness or disability, or
To treat the individual’s illness or suspected illness or disability
The Privacy Act applies to all organisations that provide a health service, including Allied Health professionals. The Paddington Health Hub will only handle the minimum amount of health information reasonably necessary to provide the required health service.

Collection of Personal Information

To the extent required by the Privacy Act:

• Paddington Health Hub will not collect personal information about you unless that information is necessary for one or more of our functions or activities.
• Paddington Health Hub will collect personal information only by lawful and fair
  means and not in an unreasonably intrusive manner.

When Paddington Health Hub collects personal information directly from you, we will take reasonable steps at or before the time of collection to ensure that you are aware
of the purposes of collection, any other organisations (or types of organisations) to
which we would usually disclose information of that kind, detail on how you access
the information and how to contact us.

Use and Disclosure of Personal and Health Information by Paddington Health Hub

The personal information you provide to Paddington Health Hub will be collected for the primary purpose of providing high quality health care. If Paddington Health Hub uses or discloses your personal and/or health information for a purpose (secondary purpose) other than the main reason for which it was originally collected (primary purpose), to the extent required by the Privacy Act, we will ensure that:

• The secondary purpose is related to the primary purpose (and directly related in the case of sensitive information) and you would reasonably expect that Paddington Health Hub would use or disclose your information in that way;
• You have consented to the use and disclosure of your personal and/or health information for the secondary purpose.

Where required, personal and/or health information will be disclosed as required or
authorised by or under law or as otherwise permitted by the Privacy Act.

Why does Paddington Health Hub collect Personal and Health Information?

Paddington Health Hub collects personal and/or health information for a range of purposes including:

• The provision of high quality health care
• To administer accounts and process payments
• To communicate with you regarding any issues affecting your treatment
• Provide information on services and benefits available to Clients
• To notify Clients of promotions and events
• To use for research purposes, case conferences, in study groups and at seminars (please note in these instances, all personal information will be de-identified).

From time to time, Paddington Health Hub will contact its Clients and non-Clients whose personal information has been collected for a range of reasons including:

• Appointment Reminders
• Appointment Follow Ups
• Marketing and promotional material about new products, services or special
  offers
• Periodic Newsletters
• Practice Updates
• To provide you with information about the current and future benefits of being a Paddington Health Hub client
• Market research or surveys to improve our products and services.

You can let us know at any time if you do not wish to be contacted for any of these purposes. If you originally provide consent, your consent will remain current until you advise us otherwise.

How might we contact you?

We might contact you in a number of ways including:

• Mail
• Email
• Telephone
• Social Media (Facebook, Instagram etc)

Spam

We will not send you any commercial electronic messages such as emails or Facebook / Instagram posts unless this is permitted by the Spam Act.
Any commercial electronic message that we send will identify Paddington Health Hub as the sender and will include our contact details. The message will also provide an unsubscribe facility.
If you do not wish to receive commercial electronic messages from us, please let us
know.

Do Not Call Register

We will not call you on a number listed on the Do Not Call Register unless this is permitted under the Do Not Call Register Act. If you do not wish us to call you on a particular number, please let us know.

When does Paddington Health Hub disclose Personal/Health Information to Third Parties?

In performing our functions and activities, we may need to disclose personal and/or
health information to third parties. Third parties may include, where appropriate:

• Other members of your treating team where necessary
• Other health care professionals, if in our judgement that is necessary in the context of your treatment
• Financial institutions for payment processing
• Government and other regulatory bodies such as Department of Veterans Affairs,
  Transport Accident bodies and Workers Compensation bodies
• Your employer, where required and permissible in relation to a work related injury.

Data Quality and Security

To the extent required by the Privacy Act, Paddington Health Hub will take
reasonable steps to:

• Make sure that the personal and health information we collect, use and disclose is complete, accurate and up to date.
• Protect the personal and health information that we hold from misuse and loss and from unauthorised access, modification or disclosure.
• Destroy or permanently de-identify personal and health information that is no longer needed for any purpose that is permitted by the Privacy Act.

Access and Correction of your Personal Information

Please contact Paddington Health Hub if you would like to access or correct the personal information that we hold about you. Paddington Health Hub will generally provide you with access to your personal information (although a fee may be charged) and will take reasonable steps to amend any personal information that is incorrect.

Further Information

Please contact Paddington Health Hub if you have any queries about the personal
information that Paddington Health Hub holds about you or the way that we handle
that personal information.

Paddington Health Hub
P (07) 3194 2162
E hello@paddingtonhealthhub.com.au

Failure to attend scheduled appointments not only disrupts your treatment progress but also takes the spot of another client who may have been able to attend in your place. It is because of this we take cancellations, late arrivals and missed appointments seriously.

Cancellations

We understand that sometimes things come up and you may need to cancel your appointment. We appreciate a minimum of 24 hours notice for all cancellations.

1. It is expected that if you cannot keep an appointment with us, that notice is given as soon as possible by calling or emailing Paddington Health Hub and leaving a message if after hours.
2. If less than twenty four (24) hours notice is given, the full consultation fee will apply. However, provision of an alternative appointment within 24 hours, but at a time of our convenience, will be made in an attempt to provide continuation of treatment.
3. In the event a late cancellation is received, and the client does not accept our offer of an alternative appointment, payment in full is expected within forty-eight (48) hours, otherwise an administration fee may apply.
4. No cancellations can be received via email hello@paddingtonhealthhub.com.au or
   phone less than 24 hours before scheduled appointment.
5. In the event that cancellations become a regular occurrence Paddington Health Hub
   may require you to pre-pay for your appointment before a booking can be made.

Please notify us of any cancellations as soon as possible via email hello@paddingtonhealthhub.com.au or phone Paddington Health Hub on (07) 31942162

Late and Missed Appointments

1. If you arrive late to an appointment, but within your appointed time slot, you may receive
   a shorter consultation in an effort not to inconvenience other clients waiting.
2. If you either arrive after or entirely miss an appointment, you will be charged the consultation fee in full.
3. If you call the practice to arrange an alternative time to occur within twenty-four (24) hours of your missed appointment, you will be eligible for an appointment at no charge, but at a time of our convenience.
4. Irrespective of an alternative appointment being offered, if payment is not received in full within twenty four (24) hours, an administration fee will apply. Consideration may be given for unavoidable circumstances.

These terms and conditions apply to all promotions run by The Paddington Health Hub. Unless specifically stated otherwise:

1. Offer not valid with any other offer.
2. Offer is limited to one offer per person.
3. Offers are only available at the Paddington Health Hub promoting the offer. If a practice changes ownership, offers made by the former ownership are void.
4. Any discounts are off the standard pricing for the product or service.
5. Not redeemable for cash or products.
6. Pricing relating to any offer is valid only at the time of publication and is subject to change or termination without notice.
7. ‘New’ clients – means anyone that has never received services at the practice before.
8. To ensure the benefit of the offer is passed on to you, please confirm that you are claiming the offer when booking, or with the practice reception at time of arrival.
9. Guarantee applies to private full fee paying customers only. Your next free appointment must be for the same type of appointment, however you may see a different clinician if one is available.

GIFT VOUCHER TERMS AND CONDITIONS

Gift Vouchers are valid for a period of 3 years from date of purchase, and all bookings (including Gift Vouchers with multiple sessions) must be made within this period. Gift Vouchers are for single person use only.

All services by The Paddington Health Hub are strictly subject to availability at the time of booking.

Acceptance of the Gift Voucher as payment is subject to final verification by The Paddington Health Hub upon receipt of Gift Voucher at the time of service.

Gift Vouchers may be used for payment of services at The Paddington Health Hub nominated on the Gift Voucher.

Should the total spend be more than the value of the Gift Voucher, The Paddington Health Hub will invoice for the difference and this must be paid before the commencement of the service.

The original Gift Voucher must be presented at the beginning of your service. If the Gift Voucher cannot be produced then payment must be made for the service booked. In this instance the Gift Voucher can be used at a future date (before the expiry date).

Should the expiry date lapse, for a small administration fee; an extension may be made (this must be done prior to the expiry date).

Gift Vouchers may not be redeemed for cash. Credit may be given on the unused portion of the Gift Voucher (if applicable) at the discretion of The Paddington Health Hub.

Gift Vouchers are not replaceable if lost, stolen or destroyed, photocopied or altered in any way and will not be accepted by The Paddington Health Hub or be otherwise redeemable.

Terms are void where prohibited by law. Terms and Conditions of all Gift Vouchers are governed by the laws of Queensland.

Our guarantee is simple:

If you’re not 100% thrilled with your experience, we’ll deliver your next session free.

To receive the Paddington Health Hub Guarantee the following applies:
1.1 A claim must be lodged before your next service/consultation or up to a maximum of seven days after the service has been delivered.
1.2 Free services offered under the guarantee cannot be redeemed for cash or products and are not transferable or saleable.
1.3 Free services can only be redeemed at the practice at which the guarantee was provided.
1.4 This free service must be of the same value as the original service provided to you and must be provided within seven days of the original service, unless otherwise negotiated and agreed between all parties.

At The Paddington Health Hub, we are committed to providing you with the best possible care.

This means delivering some of the longest appointments in the industry so that you receive the necessary education, treatment and support to aid you in your recovery.

This is our longer appointment PROMISE.

For example, standard initial physiotherapy appointment is 45 minutes, while our standard subsequent/follow-up physiotherapy appointment is 30 minutes. This is time that you spend 1:1 with your treating physiotherapist. No double appointments and no being left alone with machines. That is up to 50% longer than the industry average.

We also spend extended periods of time on follow-up to ensure the highest quality care (we often hear our clients complaining about a lack of follow-up in past healthcare experiences). This may include communicating with your other healthcare professionals, ordering tests, adjusting your plan or exercise program and talking to others who may be supporting your journey.

We feel this offers excellent value to our community of patients but more importantly, it gives us the best chance possible to help you achieve optimal health and well-being.