Client Code of Conduct

Client Code of Conduct

At Let’s Get Physio, we are committed to providing a safe, respectful, and professional environment for all clients and staff.

We ask all clients to:

  • Treat staff and other clients with courtesy and respect

  • Maintain professional boundaries with clinicians at all times

  • Refrain from behaviour that is intimidating, harassing, discriminatory, or offensive

  • Respect personal space and avoid any unwanted physical contact

  • Use appropriate language and tone during all interactions

  • Follow clinic guidelines regarding communication and appointments

Professional boundaries

Our clinicians maintain clear professional boundaries. This means:

  • We do not engage in social relationships with clients outside of clinical care

  • We do not meet socially (e.g. one-to-one coffee or personal activities)

  • Communication is limited to professional matters related to care

Unacceptable behaviour

Behaviour that may result in review, suspension, or termination of services includes (but is not limited to):

  • Repeated boundary violations after they have been explained

  • Unwanted physical contact or invasion of personal space

  • Persistent fixation on personal grievances or perceived slights

  • Verbal abuse, threats, or emotionally manipulative behaviour

  • Attempts to pressure staff into changing professional boundaries

Our priority is the safety and wellbeing of our team and clients.Termination and Transfer of Care Policy

Termination and Transfer of Care

Let’s Get Physio is committed to providing high-quality care while ensuring a safe and respectful environment for everyone.

In some circumstances, we may determine that we are unable to continue providing services. This may occur when:

  • The therapeutic relationship has broken down

  • Professional boundaries are repeatedly not respected

  • Behaviour raises concerns for staff or client safety

  • Continued care is no longer clinically or professionally appropriate

Process

Where possible, we will:

  • Communicate concerns clearly

  • Provide opportunity for issues to be addressed

  • Act proportionately and professionally

If care is discontinued, this will be managed as a transfer of care, not abandonment.

This may include:

  • Referral to alternative providers

  • Transfer of clinical records with consent

  • Liaison with a GP or referrer where appropriate

Let’s Get Physio reserves the right to discontinue services when necessary to meet professional, ethical, or workplace health and safety obligations.Communication & Privacy Expectations

Communication and Privacy

To maintain clear professional boundaries and protect privacy:

  • All communication with Let’s Get Physio should occur through official clinic channels

  • Clinicians are not expected to respond to messages outside business hours

  • Personal phone numbers, social media accounts, or private messaging platforms are not used for client communication

  • Repeated or inappropriate contact outside professional channels may be addressed by management

We are committed to protecting your privacy in accordance with Australian privacy laws. Personal and health information is used only for the purpose of providing care and managing our services.

Privacy Policy

Privacy Policy – Let’s Get Physio

Let’s Get Physio is committed to protecting your privacy and handling personal information responsibly and in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

This policy explains how we collect, use, store, and disclose personal information.

1. What information we collect

We may collect personal and health information necessary to provide physiotherapy, exercise physiology, and allied health services, including:

  • Name, date of birth, contact details

  • Medicare, DVA, or private health insurance details

  • Referral information

  • Medical history and health information relevant to your care

  • Appointment and attendance records

  • Communication records related to your care

We only collect information that is necessary to provide safe and appropriate services.

2. How we collect information

Information may be collected:

  • Directly from you (in person, online forms, phone, or email)

  • From referrals provided by GPs, specialists, or other health professionals

  • Through our practice management systems

Where possible, we collect information directly from you.

3. How we use your information

Your information is used to:

  • Provide and manage your care

  • Communicate with you about appointments and treatment

  • Liaise with referrers, insurers, or DVA where relevant

  • Meet legal, regulatory, and professional obligations

  • Manage clinic operations and quality assurance

We do not use your information for purposes unrelated to your care without consent, unless required or permitted by law.

4. Disclosure of information

We may disclose information to:

  • Other health professionals involved in your care

  • Your GP or referrer

  • DVA, Medicare, or private health insurers

  • Regulatory bodies where required by law

Information is only shared where necessary and appropriate.

5. Storage and security

We take reasonable steps to protect your personal information from:

  • Misuse

  • Loss

  • Unauthorised access

  • Modification or disclosure

Information is stored securely using clinical software systems and access is limited to authorised staff.

6. Communication and privacy

To protect privacy and professional boundaries:

  • Communication occurs through official clinic channels

  • Clinicians are not expected to respond outside business hours

  • Personal contact details or social media accounts of staff are not used for client communication

7. Access and correction

You may request access to your personal information or request corrections if you believe it is inaccurate or incomplete.

Requests should be made in writing and will be responded to within a reasonable timeframe.

8. Complaints and concerns

If you have concerns about how your personal information is handled, please contact us directly so we can address the issue.

If you are not satisfied, you may contact the Office of the Australian Information Commissioner (OAIC).

9. Changes to this policy

This Privacy Policy may be updated from time to time to reflect changes in legal or operational requirements. The most current version will always be available on our website.