This Collection Statement describes how Healthengine Limited and its related bodies corporate (Healthengine, we or us) collect and handle personal and sensitive information when you use its services. This notice is provided pursuant to Australian Privacy Principle 5.
Further details on the types of information collected by Healthengine when using Healthengine’s services are detailed in our privacy policy.
Healthengine collects and uses your personal and sensitive information to provide online booking services to you, to facilitate appointments and the provision of health services with medical practices, healthcare practices, telehealth providers, pharmacies, and other organised or incorporated bodies that provide health services (Health Professionals), and to communicate with you about these appointments or health services provided.
Healthengine collects details including your name, date of birth, contact details (address, email address and contact number), and relevant health and medical information, from you at the time that you use our online booking services, usually via our website or mobile applications (Healthengine Network) to make a booking with or request health services from a Health Professional. You may also have the option of providing government identifiers such as your Medicare, Pension, Health Care Card and Veteran Affairs card number and details when booking a health appointment.
Healthengine may collect additional information requested by a Health Professional including information they consider necessary to facilitate the provision of health appointments or health-related services.
In booking an appointment that requires, or you provide, a referral, Healthengine collects information provided by your referring health professional.
Healthengine may also collect your personal and sensitive information from Health Professionals, such as information in relation to your appointments, the fees you have paid or billing information (including MBS item numbers and rebates), for the purpose of communicating with you about your appointments with those Health Professionals and for the purposes of reporting, including financial reporting, to those Health Professionals.
If you sign up for a Healthengine account, we will collect your name, email address, mobile number, and password to protect your account. Healthengine may also collect additional personal and sensitive information (including health information) for the purposes of facilitating requests for health services with Health Professionals, completing online forms faster and providing you with a personalised online experience.
Healthengine may collect information from third party platforms such as Facebook, Google and Apple with your consent when you use a third party platform to login or create a Healthengine account, and to enable this, we will collect your name and email address from these services for this purpose.
If you decide to create a Healthengine account on the Healthengine Network, we will store that information securely in the Healthengine database for the purpose of making your future interactions with Healthengine more convenient and personalised.
If you are requesting form based or form assisted digital medical consultation services through the Healthengine Network, Healthengine may collect your personal information (including health information) for the purpose of a Health Professional providing you with health services.
When facilitating a request for form based or form assisted digital medical consultation services, Healthengine may collect your name, date of birth, contact details (address, email address and contact number), gender, preferred Health Professional, whether you are an existing patient of the Health Professional,, Medicare card number and details, the name of any medication being requested, the dosage, whether the medication has been prescribed within the last six months, and other relevant health and medical information.
We will disclose your personal information to the Health Professional that you have selected and their practice for the purpose of facilitating your request for an online health consultation.
Healthengine may collect your personal information (including health information) to provide you with our digital forms service to facilitate your appointment with a Health Professional.
Healthengine may collect your name, date of birth, contact details (address, email address and contact number), gender identity / birth sex, Medicare details, Pension, Health Care Card, or Veterans Affairs number (if applicable), private health insurance details (including membership number), next of kin and emergency contact details, cultural background, allergies and medications, and smoking and alcohol history (and if relevant PMS Booking ID) at the time that you use the digital forms service.
We may also collect additional information, including health information, requested by your Health Professional including information they consider necessary to facilitate the provision of health appointments or health-related services.
If you request to access your prescription through the Healthengine mobile application, Healthengine will collect and disclose your prescription token to its mobile intermediary, Oexa Pty Ltd, will for the purposes of enabling you to manage your prescription through the Healthengine mobile application.
Healthengine’s third party mobile intermediary, Oexa Pty Ltd, discloses the prescription token to the prescribing system and prescription exchanges operated by eRx Script Exchange Pty Ltd and Medication Knowledge Pty Ltd to enable you to access and manage your prescription medicines and repeats through the Healthengine mobile application.
All prescription information transmitted through the prescribing system and prescription exchange is fully encrypted so that it is private and secure. Only your doctor and pharmacist can see the electronic copy of your information. Healthengine cannot see your personal or sensitive information.
Healthengine collects and uses your personal information and sensitive information if you make a request through the Healthengine Network for prescription fulfilment and medication delivery services and to communicate with you about this service.
If you request prescription fulfilment and medication delivery services through Healthengine, we will collect and disclose your prescription token to Evermed or Chemist2U (as applicable) for the purpose of facilitating the your request for prescription fulfilment and medication delivery service. To learn more about how Evermed or Chemist2U will collect, hold, use and disclose your personal and sensitive information, you should review Evermed’s or Chemist2U’s privacy policy carefully (as applicable).
If you request the services of a third party service provider through the Healthengine Network, Healthengine may collect and use your personal information for the purpose of facilitating the provision of the third party services you have requested.
If you request private health insurance referral services, Healthengine may collect your name, email address, contact number, the state in which you reside, and the name of your current private health insurance provider (if applicable), from you to facilitate communications between you and that other service provider.
If you request audiology referral services, Healthengine may collect your name, email address, mobile phone number, age and postcode from you to facilitate communications between you and that other service provider.
Healthengine may collect your personal information to provide you with our online prescription service.
Healthengine collects your name, date of birth, contact details (address, email address and contact number), preferred Health Professional, whether you have visited the Health Professional within the last six months, the name of the medication being requested and (optionally) the dosage, relevant health and medical information, and your preferred delivery method for the prescription.
We may also collect additional information requested by your Health Professional including information they consider relevant to facilitate your request.
We will disclose your personal information to the Health Professional that you have selected and their practice for the purpose of requesting your prescription.
Healthengine collects your personal information when you contact us with questions or to assist you to troubleshoot, whether by phone, online, by email or using our AI chatbot. We may also use this data, in an anonymised format, to analyse how we can improve our products and services.
The personal information we collect through this process depends on what you choose to provide us. We may collect your name, contact details and details about your issue or question, as well as your conversation with the AI chatbot.
In some instances, telephone or video interactions with our employees may be recorded and transcribed for quality assurance, training, and analytics purposes. These interactions may involve the collection of your name, contact details, and any other information you choose to share. Healthengine uses Gong.io Inc., a conversation intelligence platform, to securely capture, analyse, and store these recordings. You will be notified at the start of any recorded interaction, and you may opt out of the recording by informing the Healthengine representative.
The primary reason Healthengine uses your personal information is to provide the services you have elected to receive.
Healthengine may also use your personal information:
Healthengine may also use your personal information for de-identified data analytics to help us improve the Healthengine Network, and our users’ experience, including by monitoring aggregate metrics such as total number of visitors, traffic, and demographic patterns.
By providing us with your contact details, you consent to receive communications and direct marketing and that consent will remain current until you advise us otherwise. However, you can opt out of receiving these communications at any time by:
Healthengine discloses your personal information (and that of a person making the booking on your behalf) to Health Professionals for the purpose of facilitating health appointments and the provision of health services.
Where you complete a form based or form assisted digital medical consultation with a Health Professional, your personal and sensitive information will be disclosed to that Health Professional for the purpose of them providing you with health services. For example, we will disclose your personal information to the Health Professional that you have selected and their practice for the purpose of requesting your prescription or medical certificate.
Your Health Professional may use your personal information for practice management and record-keeping purposes. This may include using your personal information for the purposes of reporting into the Australian Immunisation Register (AIR) following an immunisation appointment or submitting patient claims or bulk bill claims with Services Australia.
Healthengine also collects personal information from Health Professionals, for the purpose of communicating with you about your appointments with or services provided by the Health Professional and for the purposes of reporting, including financial reporting, to those Health Professionals.
When you have provided prior agreement, we may also provide your personal information to providers of other products and services which may be of interest to you, such as prescription fulfilment and medication delivery services, private health insurance comparison services, providers of audiology services, and providers of cosmetic or major dental services, for the purposes of facilitating communications between you and the third party service provider. To learn more about how these third party service providers will collect, hold, use and disclose your personal information, you should review that third party service provider’s privacy policy carefully.
Healthengine may disclose your personal information to third party service providers who support our business activities such as:
We may also disclose your personal information to other third parties in connection with the purposes described above. This may include sharing your personal information with:
We may also disclose your personal information where authorised or required by law.
Some third party service providers used by Healthengine may store your personal information on servers located overseas, including in the US.
You are under no obligation to provide us with your personal information, and you can continue to use the other features of the Healthengine Network without doing so. Although, if you do not provide your personal information to Healthengine, we may be unable to provide you with the services you have requested.
You can contact us by email to privacyofficer@healthengine.com.au, or by post to Privacy Officer, Healthengine Limited, PO Box 7754, Cloisters Square PO, WA 6850, Australia.
You can read more information about our privacy practices, including our complaint-handling practices, in our privacy policy.