Privacy Policy

At Involve Health Hub, we are committed to protecting your privacy and handling your personal and other information with care, respect, and in line with our legal obligations.

This Privacy Policy explains how through our business and service delivery we collect, use, store, and disclose personal information, including health information.

Your rights as a client

You have all of the rights established by the Australian governing clinical practices, which include:

  • the right to informed consent for treatment

  • the right to have services, recommendations, and assessments explained in clear language

  • the right to ask about your practitioner’s qualifications and approach

  • the right to ask questions about your care

  • the right to decline a recommendation or service

  • the right to request a different practitioner

  • the right to end treatment at any time

  • the right to have your clinical information handled privately, subject to legal and safety limits on confidentiality

Choosing your practitioner

It is important to us that you feel comfortable with your practitioner, and we understand that people may connect differently with different practitioners. If for any reason you would like to change practitioners, please let our team know. We will do our best to help match you with someone who feels like a better fit for you, your child, or your family. You are also welcome to provide feedback about your experience with us at any time.

What information we collect

We may collect personal information that is reasonably necessary for us to provide services, respond to enquiries, manage appointments, and operate our practice.

This may include:

  • your name, date of birth, address, phone number, and email address

  • emergency contact details

  • Medicare, private health, NDIS, WorkCover, DVA, CTP, Victims of Crime, or other funding information where relevant

  • referral information from GPs, specialists, schools, or other providers

  • health information, including medical history, diagnoses, assessment results, treatment notes, reports, goals, and other information relevant to your care

  • payment and billing information

  • correspondence with you, including forms, emails, and website enquiries

  • information provided by parents, carers, teachers, support people, or other treating professionals where relevant to care

Health information is a type of sensitive information under Australian privacy law and is handled accordingly.

How we collect information

We may collect information:

  • directly from you

  • from a parent, guardian, carer, or support person

  • from referral sources such as GPs, paediatricians, psychiatrists, schools, or other health professionals

  • from forms you complete, including website enquiry or intake forms

  • during appointments, assessments, phone calls, and email correspondence

  • through our practice management and clinical systems

  • from third-party service providers involved in bookings, billing, clinical documentation, where relevant

How we use your information

We collect, use, and hold personal information so that we can:

  • provide psychology, occupational therapy, assessment, group, and supervision services

  • assess whether our services are appropriate for your needs

  • communicate with you about appointments and care

  • prepare reports, letters, and assessments where relevant

  • manage billing, rebates, and payments

  • communicate with referral sources or other providers involved in your care, where appropriate

  • manage our practice operations, complaints, and legal obligations

  • maintain accurate clinical records and documentation

Confidentiality and information sharing

What you share with your practitioner is generally kept confidential.

There are some limits to confidentiality. Information may be used or disclosed where:

  • you have given consent

  • it is reasonably necessary for your care

  • it is required or authorised by law

  • there is a serious concern about safety or risk

  • disclosure is needed for healthcare administration or related practice functions

Where relevant to your care, information may sometimes be shared with:

  • your GP, psychiatrist, paediatrician, or specialist

  • other treating practitioners

  • schools, educators, support coordinators, or carers

  • funding bodies such as Medicare, NDIS, WorkCover, DVA, CTP, or Victims of Crime

As registered health practitioners, psychologists and occupational therapists are required to engage in professional supervision, consultation, and other forms of reflective practice as part of safe, ethical, and competent care. As part of this process, your practitioner may discuss aspects of your care within these professional parameters. Wherever possible, we take care to uphold your anonymity and minimise identifying details.

Professional records

We are required to keep appropriate clinical records of the services we provide.

These records may include brief notes about:

  • why you sought support

  • relevant background information

  • goals and progress

  • assessment findings

  • diagnoses, where relevant

  • session content

  • reports we receive from or send to other providers

  • billing information

If you are receiving support under a referral pathway that requires communication with another provider, such as a Mental Health Care Plan, Eating Disorders Management Plan, or Chronic Conditions Management Plan, we may provide the relevant review or summary information required under that scheme.

Practice systems

We use as our practice management system to support bookings, billing, records, and related practice operations. Halaxy states that privacy and confidentiality are built into its platform design. You can view this at: https://www.halaxy.com/article/security

AI-assisted note-taking and clinical documentation

Some practitioners at Involve may use AI-assisted note-taking tools to support clinical documentation, including tools such as NovoNote or AI-enabled features within our practice systems.

These tools may assist with:

  • recording and organising key details from sessions

  • drafting session notes

  • helping with report preparation

  • supporting review of themes, patterns, or progress over time

Used carefully, AI note-taking can help reduce administrative load and allow practitioners to keep more of their attention on the client during the session

Where AI-assisted note-taking is used at Involve:

  • your privacy and confidentiality remain a priority

  • only authorised people have access to your records

  • the treating clinician reviews and verifies any AI-generated notes

  • the clinician remains responsible for the final clinical record

  • we take reasonable steps to ensure information is handled securely and in line with our privacy obligations

Where AI-assisted note-taking is being used as part of your care, we aim to do so transparently and respectfully. If you have questions about how it is used in your care, you are welcome to ask your practitioner or our team.

Your participation in AI note-taking is voluntary. You may decline its use without affecting your access to services. If you choose not to use AI-assisted note-taking, your practitioner will use their usual manual documentation process instead.

Storage and security

We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure.

These steps may include:

  • secure practice systems

  • password protection and access controls

  • staff training

  • restricted access to records

  • secure service providers for practice management and documentation

No method of transmitting or storing information is completely risk-free, and we cannot guarantee absolute security.

Legal Proceedings

Involve Health Hub does not provide testimony in legal proceedings and does not undertake court-related assessments or reports.

If your practitioner or your records are subpoenaed, any required preparation time, time away from clinical work, attendance, and travel may be charged at the practitioner’s usual hourly rate.

Privacy complaints

If you have a concern about how your personal information has been handled, please contact us first so we can try to resolve it.

Please direct privacy concerns or complaints to:

Privacy Contact
Involve Health Hub
Email: admin@involvehealthhub.com
Phone: (07) 3482 3466

We will review your complaint and respond within a reasonable time.

If you are not satisfied with our response, you may be able to make a complaint to the Office of the Australian Information Commissioner.

Changes to this policy

We may update this Privacy Policy from time to time. The most current version will be published on our website.

Last updated: May 2026