Privacy policy

Effective date: 4 November 2026

1. Introduction

Alana the Osteo (Alana Lloyd, registered osteopath, ABN 49 928 128 064) is committed to keeping your personal information private and secure. This policy explains how I collect, use, share and protect your information under the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the Health Records and Information Privacy Act 2002 (NSW).

2. What is personal information?

Personal information is any information or opinion that identifies you, or could reasonably identify you. It includes your name and contact details. Health information, such as your medical history and treatment notes, is a more sensitive kind of personal information and is given extra protection.

3. Collecting your information

I only collect the information I need to care for you and run my practice. This may include:

  • Contact details: your name, date of birth, address, phone number, email and emergency contact.

  • Health information: your medical history, current concerns, assessment findings, treatment notes, and letters or results from other practitioners.

  • Billing information: health fund, Medicare or insurer details if you claim, and your payment history.

I collect most information directly from you, when you book online, complete your intake form, attend an appointment, or contact me by phone or email. With your consent, I may also receive information from your GP or other practitioners involved in your care.

You can make a general enquiry without giving your name. However, I need to know who you are to treat you safely, keep accurate records and process claims. If you choose not to give me the information I need, I may not be able to treat you.

My website, hosted by Squarespace, uses cookies to collect anonymous visitor statistics.

4. Using your information

I use your information for:

  • Your care: assessing, treating and managing your health.

  • Administration: appointments, reminders, invoices and claims.

  • Legal and professional obligations: keeping accurate clinical records and meeting my requirements as a registered health practitioner.

I won't use your information for any other purpose without your consent, unless the law requires or allows it. I never sell your information or use your health information for marketing.

5. AI scribe

With your permission, I use Heidi, an Australian AI scribe, during consultations. Heidi listens to our conversation and drafts my clinical notes. I review and edit every note myself, and all decisions about your care are made by me, not the software.

Heidi does not keep audio recordings; it transcribes in real time and the audio is not stored. For Australian users, Heidi stores data in Australia. Heidi does not use identifiable patient information to train its AI, though it may use de-identified information to improve its service.

I'll ask for your consent before using Heidi. You can say no, or change your mind at any time, without it affecting your care.

6. Sharing your information

I may share your information with:

  • Other health practitioners: such as your GP or specialist, with your consent or where you'd reasonably expect it for your care.

  • Health funds and insurers: to process your claims.

  • Service providers: businesses that help me run the practice, such as Cliniko (practice software) and Heidi (AI scribe), who must keep your information confidential.

  • Regulators and courts: where the law requires, such as a court order or a request from Ahpra.

7. Storage, security and overseas

Your records are stored securely in Cliniko, which keeps data in Australia. I protect them with secure, password-protected accounts and devices, and only I can access them.

Your clinical records stay in Australia. Website and email data may be processed overseas, including in the United States, by Squarespace and [email provider].

I keep health records for at least 7 years after your last visit, or until age 25 for patients under 18. After that, I securely destroy them.

8. Access and correction

You can ask for a copy of your information, or ask me to correct it, by contacting me using the details below. I'll respond within 30 days.

9. Complaints

If you have a concern about how I've handled your information, please contact me first. I'll look into it and aim to respond within 30 days.

If you're not satisfied with my response, you can contact the Office of the Australian Information Commissioner (1300 363 992) or the Information and Privacy Commission NSW (1800 472 679).

10. Changes to this policy

I may update this policy from time to time. The latest version will always be on my website, or you can ask me for a copy.

11. Contact

For any questions about this policy, or to request your information, please contact:

Alana Lloyd
120 Smith Street, Summer Hill NSW 2130
P. 0451 949 095
E. hello@alanatheosteo.com