Privacy Policy
KneeCare takes your privacy seriously and complies with the Privacy Act 2020, and Health Information Privacy Code 2020.
Please read our privacy policy below, which is reviewed and updated regularly to ensure any new legislative changes are applied. The policy aims to explain how your information is collected, how it is stored securely, and how it is used or shared. Lastly, your rights are listed and contact details provided if you feel your rights have been breached, if you would like to make a complaint, or have any questions about our clinical service, research or KneeCare exercise App. We are here to help.
Definitions
Personal Information means information about an identifiable individual.
Collecting personal information
KneeCare may collect personal information for a lawful purpose connected with KneeCare. Personal information will not be collected in an unreasonably or intrusive manner.
A person who collects personal information on behalf of KneeCare must comply with the requirements of the Privacy Act 2020, Health Information Privacy Code 2020 and any other relevant legislation.
Collecting personal information allows us to confirm the identity of our clients, and the people we communicate with. If we are unable to confirm your identity, we may be unable to provide complete service.
How we collect information
Face to face or over the phone
When you complete a form on our website, App or online
When you enquire about a service through our website
When you send an email enquiry
We may also collect information about you from another source. For example from your doctor, specialist, physio or other referrer, or insurer such as the ACC provided this is consented by you.
Type of personal information collected
Contact information, including, name, date of birth, address, email address, telephone numbers, next of kin information, membership details.
Unique identifiers, such as, injury claim numbers, NHI numbers.
Employment information, including employer and job description.
Financial information, including bank account details if reimbursement is required
Sensitive information, which includes health and medical history
Information to assist with management of client
By engaging with KneeCare, you consent to this privacy statement. We only collect personal information when users of KneeCare agree to our terms of service.
How we store information to ensure it is safe and secure
Health and personal information is stored securely by password and restricted access within specialised software (Gensolve) and may include details on specific injuries or treatments. Information is only accessed for the purposes related to the services provided or anonymised reporting.
KneeCare will take all reasonable steps to protect the Personal Information it holds from misuse and loss and from unauthorised access, modification or disclosure.
KneeCare will take reasonable steps to destroy or permanently de-identify personal information if it is no longer needed.
KneeCare is required to hold some information including clinical records for 10 years from the last time they provided services.
Any person acting on behalf of KneeCare must not transfer Personal Information to an individual without first establishing the identity of the recipient through the use of a personal identifier and/or cross check, or engaging with the Privacy Officer.
How you can contact us to find out more about the personal information we hold
KneeCare has a designated Privacy Officer to oversee and assist all requests for personal information, alteration of information, retrieval, and other request related to personal information, and complaint procedures.
If KneeCare holds Personal Information about an individual, it will comply with legislative obligations to provide the individual with access to the information on request by the individual.
If KneeCare holds Personal Information about an individual and the individual is able to establish that the information is not accurate, complete and up-to-date, we will take reasonable steps to correct the information so that it is accurate, complete and up to date.
How is information used
When you provide an email address to enquire about a service, the email address you provide will be retained and may be used by KneeCare to contact you regarding services related to your enquiry.
When you provide a phone number to enquire about a service, the phone number you provide will be retained and may be used by KneeCare to contact you regarding services related to your enquiry.
When you register for service, you may be subscribed to our text reminder appointment service. You can unsubscribe from our text reminders at any time by notifying reception.
Who we share or disclose personal information with
KneeCare will only share personal information if we are using it for the reason we collected it, if you’ve given your consent, or if there is other legal or compliance reasons.
We will only disclose your personal information where we reasonably believe one of the following applies:
The disclosure is in connection with, or directly related to, one of the purposes for which it was obtained; or
The information was obtained from a public source; or
Disclosure is to you; or
Disclosure is authorised by you; or
Disclosure is necessary to prevent or lessen a serious threat to public health or safety, or the life or health of any individual;
The information is to be used in a form in which you are not identified; or
Disclosure is necessary for court proceedings; or
Disclosure is necessary to uphold or enforce the law; or
Disclosure is authorised by the Privacy Commissioner.
Examples of disclosures of personal information we have collected include disclosures to:
Your authorised health practitioners (Doctor, Specialist, radiologist)
Our related companies and their staff.
Government or third-party service partners (such as ACC, Southern Cross insurance, NIB or similar) in relation to carrying out the service you've requested and take actions connected to the purpose of collection.
We may de-identify personal information we have collected for research and data analysis, but you will be asked prior for additional consent to do this, as it is not assumed.
We do not share this data with other advertisers or marketers. We do not sell or barter your data to third parties.
Your rights when receiving a health or disability service
The Code of Rights gives you 10 rights
- To be treated with respect.
- To be treated fairly without pressure or discrimination.
- The right to dignity and independence.
- To receive a quality service and to be treated with care and skill.
- To be given information that you can understand in a way that helps you communicate with the person providing the service.
- To be given the information you need to know about your health or disability; the service being provided and the names and roles of the staff; as well as information about any tests and procedures you need and any test results. In New Zealand, Aotearoa, people are encouraged to ask questions and to ask for more information to help them understand what is going on.
- To make your own decision about your care, and to change your mind.
- To have a support person with you at most times.
- To have all these rights apply if you are asked to take part in a research study or teaching session for training staff.
- The right to complain and have your complaint taken seriously.
If any concerns regarding the above, you can email our Privacy Officer at info@kneecare.co.nz.
Or you can lodge your request through the Privacy Commissioner About Me Tool.
We must be able to verify your identity to be able to provide you access to your information.
There are instances under the Privacy Act where we may refuse access to your information, such as if any of the following legislation applies. Click here.
If we do not agree to provide access to your information, the Privacy Officer will provide you with the written reasons for the refusal and information on how to complain about the refusal.
Complaints
If you think we have breached the Privacy Act 2020, Information Privacy Principles or Health Information Privacy Code 2020 you are entitled to complain.
By phoning us on 09 4897577.
By emailing our Privacy Officer at info@kneecare.co.nz
KneeCare will provide written acknowledgement of your complaint within 3 working days.
KneeCare will investigate the complaint and attempt to resolve it within 10 working days after the complaint was received. If we cannot conclude the complaint within this timeframe, we will provide you with information on how long we think it will take to investigate and respond to and keep you updated regularly.
Alternatively you can lodge a complaint with the Office of the Privacy Commissioner here.
If you have any questions regarding the Privacy Statement or privacy generally, please do not hesitate to contact KneeCare Privacy Officer at info@kneecare.co.nz
Openness
This Privacy Statement will be made available to anyone who asks for it.
On request by a person, KneeCare will take reasonable steps to let the person know, generally, what sort of Personal Information it holds, for what purposes, and how it collects, holds, uses and discloses that information.
Other information we collect that is not personal information
To monitor and improve our service, we collect information on website activity using Webgenius such as the number of users who visit our website, dates and times of visits, number of pages viewed, navigation patterns and systems used to access our site and when entering our site from another site, the address of that site. This information does not identify an individual, but it does provide KneeCare with statistics that we can use to analyse and improve our website.