Privacy Policy

Last updated: 12 January 2026

1. INTRODUCTION
Synchrony (“we”, “us”, “our”) is an integrated physiotherapy and psychotherapy practice providing evidence-based care for head, neck and jaw conditions, pain, rehabilitation, and psychological wellbeing. We are committed to protecting your privacy and handling personal and sensitive information lawfully, ethically, and transparently in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Synchrony provides physiotherapy, orofacial physiotherapy, psychotherapy, counselling, pain management, rehabilitation, education, and telehealth services.

2. TYPES OF INFORMATION WE COLLECT

(a) Personal Information
We may collect personal information including:

  • Name, date of birth, address, email address, and phone number

  • Emergency contact details

  • Appointment bookings, attendance records, and correspondence

  • Billing, invoicing, and payment details (including deposits)

  • Website enquiry and contact form information

(b) Sensitive Information (Health Information)
As an integrated physiotherapy and psychotherapy practice, we may collect sensitive health information including:

  • Physical health information relevant to physiotherapy (e.g. head, neck and jaw symptoms, musculoskeletal injuries, pain history, surgical history)

  • Psychological, emotional, and psychosocial information relevant to psychotherapy and counselling services

  • Assessment findings, diagnoses, clinical reasoning, and treatment plans

  • Physiotherapy and psychotherapy clinical notes and progress records

  • Information disclosed during in-person or telehealth consultations

  • Referral letters and reports from GPs, dentists, specialists, psychologists, or allied health professionals

Sensitive information is collected only where reasonably necessary to provide healthcare services and with your consent.

3. METHODS OF COLLECTION
Information may be collected when you:

  • Book or attend a physiotherapy or psychotherapy appointment

  • Complete intake, consent, screening, or assessment forms

  • Participate in consultations (in person or via telehealth)

  • Communicate with us by phone, email, or website

  • Use our online booking, practice management, or telehealth platforms

4. PURPOSE OF COLLECTION AND USE
Your information is collected and used to:

  • Provide safe, effective, and appropriate physiotherapy and psychotherapy services

  • Assess physical, psychological, emotional, and functional needs

  • Develop and deliver individualised treatment and rehabilitation plans

  • Maintain accurate clinical records in line with AHPRA, PACFA, and professional standards

  • Communicate regarding appointments, care plans, progress, and follow-up

  • Process payments and manage accounts

  • Meet legal, ethical, and regulatory obligations

  • Improve service quality, continuity of care, and operational efficiency

5. DISCLOSURE OF INFORMATION
Your information may be disclosed where reasonably necessary to:

  • Other healthcare practitioners involved in your care (e.g. GPs, dentists, specialists, psychologists, psychiatrists, or allied health professionals), with your consent

  • Referring practitioners for continuity of care and reporting

  • Secure third-party service providers used by physiotherapy and psychotherapy practices (such as booking systems, clinical record software, telehealth platforms, and secure data storage providers)

  • Payment processing providers

  • Government agencies or regulatory bodies where required by law (including mandatory reporting obligations)

We do not sell, rent, or trade personal information.

6. CONFIDENTIALITY IN PSYCHOTHERAPY AND COUNSELLING
As a registered member of the Psychotherapy and Counselling Federation of Australia (PACFA), Synchrony adheres to strict professional and ethical standards regarding client–therapist confidentiality.

Information shared within psychotherapy or counselling sessions is treated as confidential and will not be disclosed without your consent, except where disclosure is required or permitted by law, including but not limited to:

  • Risk of serious harm to yourself or others

  • Mandatory reporting requirements (e.g. child protection)

  • Legal requirements such as court orders or subpoenas

  • Professional supervision or consultation (with identifying details removed wherever possible)

7. AI-ASSISTED CLINICAL DOCUMENTATION (HEIDI HEALTH)
Synchrony may use secure, healthcare-specific AI-assisted transcription software, such as Heidi Health, to assist with clinical documentation during physiotherapy and psychotherapy consultations.

  • AI transcription is used solely to support accurate and efficient clinical note-taking

  • It does not replace professional judgement, clinical reasoning, or therapeutic decision-making

  • Information processed may include personal and sensitive health information discussed during consultations

  • Reasonable steps are taken to ensure confidentiality, data security, and compliance with Australian privacy laws

  • You may request that AI-assisted transcription not be used during your consultation. This will not affect your access to care.

8. TELEHEALTH SERVICES
Synchrony provides physiotherapy and psychotherapy services via telehealth where clinically appropriate. Telehealth sessions are delivered using secure digital platforms.

While reasonable safeguards are in place, electronic communications carry inherent risks. By engaging in telehealth, you acknowledge and accept these risks.

9. DATA STORAGE, SECURITY, AND RETENTION
We take reasonable steps to protect personal and sensitive information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Information is stored securely using systems appropriate for physiotherapy and psychotherapy practices. Access is restricted to authorised personnel only. Health records are retained in accordance with Australian legal, ethical, and professional requirements.

10. WEBSITE DATA AND COOKIES
Our website may collect non-identifying information such as IP address, browser type, device information, and pages visited through cookies and analytics tools. This information is used to improve website functionality and user experience.

11. ACCESS AND CORRECTION
You may request access to, or correction of, your personal information by contacting us. Identity verification may be required.

12. COMPLAINTS
If you have concerns about how your personal information has been handled, please contact us directly. If unresolved, complaints may be lodged with the Office of the Australian Information Commissioner (OAIC).

13. CONTACT DETAILS
Synchrony – Integrated Physiotherapy & Psychotherapy
Email: yoursynchronyau@gmail.com
Location: Sunshine Coast, Australia