1. Introduction
Lena Medical Telehealth is committed to providing safe, high-quality healthcare while protecting the privacy and confidentiality of all patients. This Privacy Policy outlines how we collect, use, store, and disclose your personal information in accordance with the Privacy Act 1988 (Cth) and the 13 Australian Privacy Principles (APPs).
2. Types of Personal Information Collected
We collect personal information that is necessary for the provision of telehealth and associated healthcare services. This may include:
- Contact details (name, address, phone number, email)
- Health information (symptoms, medical history, prescriptions, test results)
- Medicare number and other government identifiers
- Payment and billing information (if applicable)
- Emergency contact details
- Technical data (IP address, device information) for telehealth platform functionality
3. How Personal Information is Collected
Your personal information may be collected:
- Directly from you, when you book an appointment, register on our website, or consult with a practitioner.
- From authorised third parties, such as My Health Record, SafeScript, Medicare, or referring healthcare providers.
- Automatically, through website or telehealth system logs that use cookies or similar technologies for functionality and analytics.
4. Purposes for Collecting Personal Information
We collect and use your personal information to:
- Deliver safe and effective telehealth and related healthcare services.
- Process Medicare and insurance claims.
- Communicate about your care, results, and follow-ups.
- Maintain accurate medical records.
- Comply with legal, ethical, and regulatory requirements.
- Improve the quality and functionality of our digital and clinical services.
5. Disclosure of Personal Information
Your personal information may be disclosed to:
- Healthcare professionals involved in your care.
- Medicare, insurers, or government agencies for claims and compliance.
- IT and administrative service providers assisting in operations.
- Legal authorities, where required by law.
- Other parties, with your explicit consent.
6. Cookies and Website Data
Our website uses cookies and similar tools to enhance your experience and maintain functionality. Cookies help us:
- Recognise returning users and save preferences.
- Analyse website performance and traffic patterns.
- Secure online booking and telehealth sessions.
You may disable cookies via your browser, but doing so could affect some website features.
7. Access and Correction
You have the right to access and correct your personal information. Please contact our Privacy Officer at:
info@lenamedical.com.au
We will respond within a reasonable timeframe in accordance with the APPs.
8. Complaints Handling
If you have concerns about how your information has been handled, please contact our Privacy Officer. If you remain dissatisfied, you may contact the Office of the Australian Information Commissioner (OAIC) at www.oaic.gov.au.
9. Security of Personal Information
We take reasonable steps to safeguard personal information through:
- Secure servers and encryption of telehealth communications.
- Role-based staff access and confidentiality obligations.
- Regular security audits and data protection procedures.
10. Updates to This Policy
This Privacy Policy may be reviewed and updated periodically. The latest version will always be available at:
https://lenamedical.com.au
Patient User Terms and Conditions of Use
1. User Responsibilities
1.1 Account, Terms, and Conditions
To create an account and use Lena Medical Telehealth services, you must:
- Be at least 16 years of age.
- Hold a valid Australian Medicare card.
By accessing or using our telehealth platform, you agree to these Terms and Conditions. We may update or modify these Terms at any time by publishing a revised version on our website.
1.2 Usage
You must comply with all relevant Medicare, state, and federal laws. You must not:
- Tamper with or bypass security systems.
- Copy, modify, or create derivative works of the software.
- Obtain services for another person without their consent (unless you are a parent, guardian, or carer).
- Impersonate another individual or use their Medicare details without consent.
Impersonation may constitute an offence under the Criminal Code Act 1995 (Cth).
2. Emergency Services
Lena Medical Telehealth is not suitable for emergency medical situations, including but not limited to:
- Chest pain
- Severe shortness of breath
- Sudden weakness, numbness, or paralysis
If you are experiencing an emergency, call 000 or go to your nearest emergency department. While we facilitate timely access to telehealth consultations, availability cannot be guaranteed during peak periods.
3. Manner of Use
You must not use our services for unlawful purposes or in ways that breach Australian law. You agree not to:
- Submit false or misleading information.
- Harass, defame, abuse, threaten, or discriminate against healthcare staff or users.
4. Intellectual Property
All platform content—including logos, graphics, user interfaces, and documentation—is the property of Lena Medical Pty Ltd and protected under intellectual property law. No part of the software or content may be reproduced without written consent.
5. Hours of Service Support
Our telehealth and support services operate but not limited to extended and after-hours periods as defined by the Commonwealth:
- Weekdays: 6:00 PM – 8:00 AM
- Saturdays: From 12:00 PM
- Sundays & Public Holidays: 24 hours
6. Software Usage and Medicare Claims
Bulk billing may be available for eligible telehealth consultations.
By using the service, you assign your Medicare benefit to the attending medical practitioner.
If a service is not eligible for bulk billing, payment must be made via other accepted methods.
7. Indemnity
You agree to indemnify and hold harmless Lena Medical Pty Ltd, its directors, staff, and affiliates from any claims or damages arising from:
- Your breach of these Terms.
- Your violation of applicable laws or regulations.
8. Limitation of Liability
Lena Medical Pty Ltd is not responsible for:
- The clinical advice, diagnosis, or treatment provided by practitioners.
- Any indirect or consequential loss arising from use of our platform.
All healthcare practitioners are independent providers and are solely responsible for the medical services they deliver.
9. Data Storage and Security
We collect and store only the personal and sensitive information necessary for your use of the telehealth platform. Your data is securely managed in compliance with Australian standards and industry best practices.
If you suspect unauthorised access to your account, please notify us immediately at info@lenamedical.com.au.
10. Disclosure to Other Healthcare Providers
We may share your health information with your nominated GP practice or other healthcare providers with your consent to support continuity of care. You can withdraw or update your consent at any time when booking or through your patient profile.
11. Privacy Compliance
Lena Medical Telehealth complies with the Privacy Act 1988 (Cth), the APPs, and relevant state-based privacy laws, including:
- Health Records Act 2001 (Vic)
- Health Records (Privacy and Access) Act 1997 (ACT)
- Health Records and Information Privacy Act 2002 (NSW)
12. AI and Recording Consent
At Lena Medical, we are committed to providing safe, high-quality healthcare. To support this, we may use secure artificial intelligence (AI) tools and automated systems to assist in documenting clinical notes, improving service quality, and maintaining accurate medical records.
By using our telehealth or in-clinic services, you consent to the following:
12.1 AI-Assisted Documentation
Our clinicians may use AI technology to assist with note-taking and clinical documentation during or after your consultation.
These tools are used only to support accuracy and efficiency, and all outputs are reviewed by a qualified medical practitioner before being added to your health record.
12.2 Data Protection and Privacy
All data (including AI-generated summaries and recordings) is managed in accordance with the Australian Privacy Principles (APPs).
You have the right to request access to, or deletion of, any data related to your consultation at any time, subject to legal and clinical record-keeping requirements.
12.3 Right to Withdraw Consent
You can opt out of recording or AI-assisted documentation before or during your consultation.
If you withdraw consent, manual note-taking will be used instead, and no recording will occur.
13. Severability
If any provision of these Terms is found invalid or unenforceable, it will be modified or severed to the extent necessary without affecting the remaining Terms.
Contact Information
For any queries or concerns regarding this Privacy Policy or Terms and Conditions, please contact: