Privacy Policy
We take your privacy seriously.
Lumina Health Hub respects your privacy and is committed to protecting the personal and health information entrusted to us.
This Privacy Policy explains how Lumina Health Hub collects, holds, uses and discloses personal information when you visit our website, contact our clinic, make an appointment, receive healthcare services from us or otherwise interact with Lumina Health Hub.
We handle personal information in accordance with applicable Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).
In this Privacy Policy, references to “Lumina Health Hub”, “we”, “us” and “our” mean Lumina Health Hub. References to “you” and “your” mean an individual whose personal information we collect or hold.
Information We May Collect
The information we collect depends on how you interact with Lumina Health Hub.
Personal information we may collect includes:
- your name
- date of birth
- residential or postal address
- email address
- telephone number
- emergency contact details
- appointment and booking information
- payment and billing information
- Medicare or other healthcare-related details where relevant
- information contained within enquiries, forms or correspondence
- information you provide when communicating with our clinic
- photographs or images where clinically appropriate and with appropriate consent
- information relating to services provided to you.
As a healthcare provider, we may also collect health information and other sensitive information that is reasonably necessary to assess your needs and provide appropriate healthcare.
This may include information about your medical history, medications, allergies, previous treatments, symptoms, diagnoses, treatment plans, clinical notes and other information relevant to your care.
How We Collect Your Information
Where practical, we collect personal and health information directly from you.
Information may be collected when you:
- make an appointment
- complete a patient or consent form
- attend a consultation
- receive a treatment or healthcare service
- contact us by telephone, email or through our website
- submit an online enquiry
- use our online booking system
- subscribe to marketing communications
- interact with our website or digital services
- provide information to one of our practitioners or team members.
In some circumstances, information may also be provided by another person or organisation where permitted by law. This may include another healthcare provider, specialist, pathology provider, pharmacy, parent, guardian, authorised representative or another person involved in your care.
Why We Collect Personal and Health Information
We collect, use and hold information where it is reasonably necessary to operate Lumina Health Hub and provide healthcare services.
This may include using your information to:
- assess your individual healthcare needs
- provide consultations, treatments and other healthcare services
- develop and maintain appropriate clinical records
- communicate with you about your care
- arrange, confirm and manage appointments
- process payments and accounts
- communicate with other healthcare professionals where appropriate
- respond to enquiries and requests
- manage referrals and related healthcare administration
- maintain the safety and quality of our services
- meet professional, regulatory, insurance and legal obligations
- operate, secure and improve our website and systems
- manage our clinic and business operations
- investigate complaints or incidents
- send marketing communications where you have consented to receive them.
We will not use your health information for an unrelated purpose unless you have consented to that use or the use is otherwise permitted or required by law.
Consent
By providing personal information to Lumina Health Hub, you consent to us collecting, holding, using and disclosing that information for the purposes for which it was provided and other purposes permitted by law.
Consent relating to specific healthcare services, procedures, clinical photography or other activities may be obtained separately where appropriate.
You may withdraw consent in certain circumstances by contacting us. However, withdrawing consent may affect our ability to provide particular services to you.
Clinical Records and Health Information
Information collected as part of providing healthcare may form part of your clinical record.
Clinical records may include consultation notes, medical history, treatment information, correspondence, referrals, consent records, photographs and other information relevant to your care.
We take the privacy of health information seriously and restrict access to clinical information to authorised persons who require access for legitimate clinical, administrative or legal purposes.
Clinical records are retained in accordance with applicable legal, professional and regulatory requirements.
Clinical Photography
Photographs may be taken where clinically appropriate for assessment, treatment planning, monitoring or maintaining your clinical record.
Where photographs are proposed for another purpose, such as education, website content, social media or marketing, appropriate consent will be obtained.
Consent to the use of an image for promotional or marketing purposes is separate from consent to receive healthcare and is not a condition of treatment.
Artificial Intelligence and Illustrative Content
Lumina Health Hub may use artificial intelligence (AI) technologies to assist in the creation of certain content featured on this website, including images, graphics and other visual material.
Some images depicting people, treatment scenarios, clinical environments, health concerns or services may be AI-generated or digitally created and are used for illustrative purposes only.
Unless expressly identified otherwise, AI-generated images should not be interpreted as photographs of actual Lumina Health Hub patients, practitioners, staff members or treatment procedures.
AI-generated or illustrative images are not intended to represent, guarantee or imply the outcome of any healthcare, skin or aesthetic treatment. They should not be regarded as before-and-after photographs, patient testimonials, clinical evidence or examples of outcomes that an individual may experience.
Where AI-generated imagery is used to illustrate a particular concern, facial area, treatment or service, the image is intended only to provide general visual context. Individual anatomy, health circumstances, suitability for treatment and responses to treatment vary from person to person.
Lumina Health Hub may also use AI-assisted technologies in the preparation, editing or presentation of general website content. Information published on this website is provided for general informational purposes only and is not a substitute for individual medical advice, diagnosis, assessment or treatment from a qualified healthcare professional.
Where appropriate, website content is reviewed and managed by Lumina Health Hub. You should not rely solely on website content when making decisions about your health or suitability for a particular treatment.
Online Bookings and Third-Party Services
Lumina Health Hub may use third-party platforms to provide services such as online appointment booking, patient management, payment processing, email communications, website hosting, analytics and other business functions.
When you use these services, information may be processed by the relevant third-party provider in accordance with its own privacy practices and its arrangements with Lumina Health Hub.
We take reasonable steps when selecting service providers that handle personal information on our behalf.
When We May Share Your Information
Lumina Health Hub does not sell or trade your personal or health information.
We may disclose information where reasonably necessary for your care, our operations or to meet legal obligations.
Depending on the circumstances, information may be disclosed to:
- healthcare practitioners involved in your care
- pathology, diagnostic or specialist providers
- pharmacies or other healthcare services
- authorised employees and contractors
- technology, hosting and software providers
- appointment and patient management platforms
- payment processing providers
- professional advisers such as accountants, insurers or legal advisers
- government, regulatory or law enforcement bodies where required or authorised by law.
Where appropriate, we take reasonable steps to ensure third parties handling personal information on our behalf protect that information appropriately.
Marketing Communications
We may send you information about Lumina Health Hub, our services, clinic updates or other relevant information where you have consented to receive marketing communications or where otherwise permitted by law.
Where your consent is required for marketing involving health information, we will obtain that consent.
You can unsubscribe from electronic marketing communications at any time by using the unsubscribe link included in the communication or by contacting us.
Unsubscribing from marketing will not prevent us from sending communications that are reasonably necessary in connection with your appointments, healthcare or our ongoing relationship with you.
Website Information and Analytics
When you visit our website, certain technical information may be collected automatically.
This may include:
- your IP address
- browser type
- device type
- operating system
- referring website
- pages visited
- date and time of your visit
- time spent on particular pages
- general location information
- interactions with website features.
We may use this information to understand how visitors use our website, identify technical issues, improve website performance and assess the effectiveness of our digital communications.
Where possible, website analytics are considered in aggregate rather than being used to personally identify individual visitors.
Cookies and Similar Technologies
Our website may use cookies, pixels and similar technologies.
Cookies are small data files stored on your device or browser. They can help websites remember preferences, understand how visitors use a website and provide particular functionality.
We may use cookies and similar technologies for purposes including:
- essential website functionality
- security
- remembering preferences
- measuring website traffic and performance
- website analytics
- understanding how visitors interact with our website
- measuring the effectiveness of advertising
- delivering relevant digital advertising where permitted.
Third-party services used by our website may also place cookies or use similar technologies.
Most browsers allow you to manage or disable cookies through your browser settings. Disabling certain cookies may affect the operation or functionality of parts of our website.
Advertising and Tracking Technologies
Lumina Health Hub may use advertising and analytics services provided by third parties, including platforms such as Google and Meta.
These services may use cookies, pixels or similar technologies to understand website activity, measure advertising performance or deliver advertising.
Information collected through these technologies is subject to the privacy practices of the relevant service provider.
Where consent is required for particular tracking or advertising technologies, we will seek that consent through the appropriate mechanism.
Embedded Content and External Websites
Our website may contain links to external websites or embedded content such as videos, maps, social media content or other third-party services.
Interacting with embedded content may allow the third-party provider to collect information about your interaction in much the same way as if you had visited its website directly.
Lumina Health Hub is not responsible for the privacy practices of external websites or services. We encourage you to review their privacy policies before providing personal information.
Protecting Your Information
We take reasonable steps to protect the personal and health information we hold from misuse, interference, loss, unauthorised access, modification and disclosure.
These measures may include a combination of physical, administrative and technological safeguards, access controls, secure systems and staff procedures.
While we take privacy and information security seriously, no electronic transmission or storage system can be guaranteed to be completely secure.
Overseas Disclosure
Some technology or service providers used by Lumina Health Hub may store or process information using infrastructure located outside Australia.
Where personal information may be disclosed overseas, we will take reasonable steps as required by applicable Australian privacy laws.
The countries in which information may be processed can depend on the service providers used by Lumina Health Hub from time to time.
How Long We Keep Information
We retain personal and health information for as long as reasonably necessary to provide our services and meet our clinical, professional, legal, insurance, regulatory and administrative obligations.
When personal information is no longer required to be retained, we take reasonable steps to securely destroy or de-identify it where appropriate and permitted by law.
Accessing or Correcting Your Information
You may request access to personal information Lumina Health Hub holds about you.
You may also ask us to correct information you believe is inaccurate, out of date, incomplete, irrelevant or misleading.
In some circumstances, Australian privacy law permits or requires us to refuse access or correction. If this occurs, we will generally explain the reason where we are legally permitted to do so.
We may need to verify your identity before providing access to personal or health information.
To request access or correction, please contact Lumina Health Hub using the details below.
Remaining Anonymous
Where lawful and practical, you may have the option of interacting with Lumina Health Hub anonymously or using a pseudonym.
However, due to the nature of healthcare services and our clinical, legal and administrative obligations, it may not always be practical or possible to provide healthcare without confirming your identity.
Children and Young People
Where Lumina Health Hub provides services to children or young people, personal and health information will be handled with appropriate regard to the individual’s age, capacity, circumstances and applicable legal requirements.
Information may also be collected from or disclosed to a parent, guardian or authorised representative where appropriate or required.
Privacy Complaints
If you have a question or concern about how Lumina Health Hub has handled your personal information, please contact us so we can investigate the matter.
We take privacy complaints seriously and aim to respond within a reasonable timeframe.
If you are not satisfied with our response, you may also have the right to make a complaint to the Office of the Australian Information Commissioner (OAIC).
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes to our services, technology, business practices or legal obligations.
The latest version will be published on this website together with the date it was last updated.
We encourage you to review this Privacy Policy periodically.
Contact Lumina Health Hub
For questions about this Privacy Policy, requests to access or correct personal information, or privacy-related concerns, please contact:
Lumina Health Hub
Email: admin@luminahealthhub.com.au
Phone:
Website: luminahealthhub.com.au