MH Pathways is committed to protecting your privacy and handling your personal information responsibly.

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We comply with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), as well as relevant Australian health privacy laws.

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This policy explains how we collect, use, store and protect your personal information when you access our services, book appointments, or interact with our website.

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What Personal Information We Collect

To provide safe and effective mental health care, we may collect the following information.

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Personal Information

• Name, date of birth and contact details

• Address, email and phone number

• Emergency contact information

• Medicare details, NDIS participant number or DVA details (where relevant)

• Referral information

• Appointment and billing information

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Health Information

As a mental health practice, we also collect sensitive health information, including:

• Clinical notes and assessments

• Diagnoses and treatment plans

• Medication history

• Information provided by your GP, psychiatrist, psychologist or other treating professionals

• Relevant NDIS documents (if you choose to provide them)

We only collect information that is reasonably necessary to provide care.

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How We Collect Your Information

We collect information directly from you through:

• Appointments and consultations

• Telehealth sessions

• Referral or intake forms

• Phone or email communication

• Online enquiries via our website

We may also receive information from:

• Your GP or referring practitioner

• Other clinicians involved in your care

• Support coordinators or relevant providers (with your consent)

You may choose not to provide certain information, however this may affect the services we can provide.

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Why We Collect Your Information

We collect and use your information to:

• Provide mental health assessment, diagnosis and treatment

• Coordinate care with other health professionals (with consent)

• Manage appointments, referrals and administration

• Process billing, Medicare rebates or NDIS requirements

• Meet legal, ethical and professional obligations

• Improve the quality of our services

We do not sell or use your personal information for marketing purposes.

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Use of Artificial Intelligence (AI)

MH Pathways may use carefully selected AI-assisted tools to support administrative and clinical workflows.

AI tools may assist with:

• Administrative tasks such as appointment reminders or intake processing

• Drafting clinical documentation for clinician review

• Identifying patterns or risks based on clinician-entered information

AI is never used to make clinical decisions independently.

All AI-supported outputs are reviewed and verified by qualified clinicians before being used in patient care.

Where AI tools are used, we ensure they operate within secure and privacy-compliant systems.

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How We Store Your Information

Your information is stored securely using professional healthcare systems, including:

• Encrypted clinical software (such as Halaxy)

• Secure email systems

• Password-protected devices and records

• Encrypted online forms

Access to patient information is restricted to authorised staff involved in your care.

Health records are retained in accordance with Australian legal and professional requirements.

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Disclosure of Your Information

We may share your information with:

• Your GP, psychiatrist, psychologist or other treating clinicians

• NDIS providers or support coordinators (with consent)

• Medicare, NDIA or relevant billing agencies

• Other MH Pathways practitioners involved in your care

• Emergency services if there is a serious risk of harm

• Legal or regulatory authorities where required by law

We will seek your consent before sharing information wherever possible.

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Website and Online Forms

When you use our website or submit an online form, we may collect limited technical information such as:

• Browser type

• Device information

• General website usage analytics

This information is used to improve website performance and user experience.

Information submitted through contact or referral forms is transmitted securely.

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Telehealth Privacy

Telehealth consultations are conducted using secure platforms.

We ensure:

• Encrypted video and audio communication

• Private consultation environments

• No recording of sessions unless explicitly agreed to in writing

 

Your Rights

You have the right to:

• Request access to your personal or health information

• Request corrections to inaccurate information

• Ask how your information is being used

• Make a complaint about privacy handling

To make a request, please contact us.

Email: referral@mhpathways.com

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Complaints

If you have concerns about how your personal information has been handled, please contact:

MH Pathways
Mission House
92 Brighton Road
Sandgate QLD 4017

Email: referral@mhpathways.com

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner (OAIC).

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Additional Privacy Information

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Third-Party Clinical Software

MH Pathways uses secure third-party clinical software systems to manage appointments, telehealth consultations, and patient records (such as Halaxy or similar healthcare platforms).

These systems are designed for healthcare providers and comply with relevant Australian privacy and security standards. Information stored within these platforms is protected by encryption, access controls and secure data hosting.

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Electronic Communication

While MH Pathways takes reasonable steps to protect the security of electronic communications, information transmitted via email, online forms or internet-based services may carry inherent risks.

By communicating with MH Pathways electronically, you acknowledge that such communications may involve some level of risk, and you consent to MH Pathways communicating with you through these channels where appropriate.

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Updates to This Policy

We may update this Privacy Policy from time to time.
The latest version will always be available on our website.

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