Privacy Policy

At The Patient Approach, your privacy is extremely important to us. This Privacy Policy outlines how we collect, use, store, and protect your personal information when you engage with our website, app, or services, particularly during bookings and support sessions.

1. Information We Collect

When you use our services or make a booking, we may collect the following types of personal information:

• Contact Information: Name, phone number, email address, and physical address.
• Health-Related Information: Information related to your mental health, diagnosis, and support needs – only as required to provide appropriate peer support.
• Booking and Session Details: Information about session type (group or individual), preferred times, location, and communication method      (in-person, phone, or video).
• Payment Information: If applicable, payment method details. (Note: We do not store full credit card information.)
• Communication Records: Emails, messages, and session notes (confidential and stored securely).

2. How We Use Your Information

Your information is used for the following purposes:

• To schedule and deliver mental health peer support services
• To match you with appropriate peer support groups or workers
• To improve our service delivery and client outcomes
• To respond to inquiries or concerns
• To send you updates, reminders, or relevant resources
• To comply with legal, ethical, and professional obligations

We will never sell your information or share it with third parties for marketing purposes.

3. Data Storage and Security

All personal data is stored securely using industry-standard safeguards. 

We take every reasonable step to protect your information from loss, misuse, or unauthorized access. Only authorized staff and volunteers who require access to support you will have permission to view your data.

4. Consent

By submitting a booking request or using our services, you consent to the collection and use of your information as described in this policy.

5. Your Rights

You have the right to:

• Access and review the personal information we hold about you
• Request corrections or updates to your data
• Withdraw consent and request deletion of your data (where permitted by law)
• Make a privacy-related complaint

Please contact us at info@thepatientapproach.com.aufor all privacy-related matters.

6. Third-Party Services

Our website and app may link to third-party services (e.g., payment processors, video platforms). We are not responsible for the privacy practices of these providers. We recommend reviewing their privacy policies directly.

7. Policy Updates

This Privacy Policy may be updated from time to time. The most current version will always be posted on our website with the effective date at the top.

8. Group Sessions

Information given/provided by participants in the group session, is to stay in the group session, no sharing information with outside third parties (including family or friends). This is to help maintain privacy of all participants.

Contact Us

If you have any questions about this policy or how your information is handled, please contact:

The Patient Approach
info@thepatientapproach.com.au
0426 212 128

At The Patient Approach Cancer & Wellness Centre, appointment times are reserved specifically for you. When an appointment is cancelled at short notice or missed, it is often difficult to offer that appointment time to another patient who may be waiting for support.

As a centre supporting people affected by cancer, chronic illness and other complex health conditions, many of our patients are immunocompromised or undergoing treatment. To help protect the health and safety of our community, we ask that patients do not attend appointments if they are experiencing symptoms of a contagious illness, including cold and flu symptoms, COVID-19, gastroenteritis or other infectious conditions.

If you are unwell, please contact us as soon as possible so we can discuss alternative arrangements where appropriate.

MORE THAN 48 HOURS NOTICE
Appointments cancelled or rescheduled with more than 48 hours' notice will not incur a cancellation fee.

24–48 HOURS NOTICE
Appointments cancelled or rescheduled within 24–48 hours of the scheduled appointment time may incur a cancellation fee of up to 50% of the appointment cost, at the discretion of the treating practitioner.

LESS THAN 24 HOURS NOTICE
Appointments cancelled or rescheduled with less than 24 hours' notice may incur a cancellation fee of up to 100% of the appointment cost.

NON-ATTENDANCE (NO SHOW)
Failure to attend a scheduled appointment without notice may result in a fee of up to 100% of the appointment cost being charged.

NDIS PARTICIPANTS
In accordance with current NDIS Pricing Arrangements and Price Limits, appointments cancelled with less than 24 hours' notice, or where a participant does not attend a scheduled appointment, may be charged against the participant's NDIS funding where permitted.

EXCEPTIONAL CIRCUMSTANCES
We understand that unexpected circumstances can arise, including illness, hospital admissions, treatment side effects, family emergencies and other unforeseen events. Cancellation fees may be reduced or waived at the discretion of the treating practitioner or The Patient Approach management team.​