1. About This Policy
Paradise Lakes Care Centre is operated by Vanguard Care Communities Pty Ltd. We are committed to protecting the privacy of our residents, their families, visitors, staff, and anyone who interacts with us. This policy explains how we collect, use, store, and disclose personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Aged Care Act 2024.
2. Information We Collect
We may collect the following types of personal information:
- Residents and prospective residents: name, date of birth, contact details, Medicare number, health information (including medical history, diagnoses, medications, and care needs), financial information for means testing and fee calculations, next of kin and emergency contacts, cultural and language preferences, and advance care directives.
- Family members and representatives: name, contact details, relationship to the resident, and any relevant legal authority (such as power of attorney or guardianship documentation).
- Website visitors: name, email address, phone number, and message content submitted through our contact form. We do not use cookies for tracking or advertising purposes.
- Job applicants: name, contact details, employment history, qualifications, references, and police check results.
3. How We Collect Information
We collect personal information:
- Directly from you, when you enquire about our services, submit a form on our website, apply for admission, or communicate with us by phone, email, or in person.
- From third parties, including My Aged Care, Services Australia, Aged Care Assessment Teams (ACATs/ACASs), general practitioners, hospitals, other health professionals, and government agencies, where authorised or required by law.
- From representatives or family members acting on your behalf, with appropriate consent or legal authority.
4. How We Use Your Information
We use personal information to:
- Assess eligibility for residential aged care and process admissions.
- Develop and deliver individualised care plans that meet each resident's needs and preferences.
- Coordinate health services with visiting medical and allied health professionals.
- Calculate and administer fees, accommodation payments, and government subsidies.
- Communicate with residents, families, and representatives about care and services.
- Meet our obligations under the Aged Care Act 2024, including reporting to the Aged Care Quality and Safety Commission, the Department of Health, and Services Australia.
- Respond to enquiries and feedback submitted through our website.
- Recruit and manage staff and volunteers.
- Improve our services and comply with legal and regulatory requirements.
5. Disclosure of Information
We may disclose personal information to:
- Government agencies, including the Department of Health, Disability and Ageing, Services Australia, and the Aged Care Quality and Safety Commission, as required by law.
- Health professionals involved in a resident's care, including GPs, specialists, hospitals, pharmacists, and allied health providers.
- Nominated family members, representatives, or legal guardians, with appropriate consent or authority.
- Emergency services, where necessary to protect health or safety.
- Our professional advisors, including legal, accounting, and insurance providers, where necessary for the operation of our services.
We do not sell, rent, or trade personal information to third parties for marketing purposes. We do not disclose personal information to overseas recipients unless required by law or with your explicit consent.
6. Health Information
As a residential aged care provider, we collect and hold sensitive health information about our residents. This information is handled with the highest level of care and is only accessed by staff and health professionals directly involved in a resident's care. Health information is stored securely and is subject to strict access controls.
7. Data Security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access, modification, or disclosure. Our security measures include:
- Secure storage of physical records in locked areas with restricted access.
- Password-protected electronic systems with role-based access controls.
- Staff training on privacy obligations and information handling.
- Secure disposal of personal information when it is no longer needed.
8. Your Rights
Under the Australian Privacy Principles, you have the right to:
- Access the personal information we hold about you or your loved one.
- Request correction of any information that is inaccurate, incomplete, or out of date.
- Know how your information has been used or disclosed.
- Make a complaint if you believe we have breached your privacy.
To exercise these rights, please contact us using the details below.
9. Website and Contact Form
Our website does not use tracking cookies, advertising pixels, or analytics tools that collect personal information. When you submit an enquiry through our contact form, the information you provide (name, phone, email, message) is used solely to respond to your enquiry. This information is not shared with third parties.
10. Complaints
If you believe your privacy has been breached, you may:
11. Changes to This Policy
We may update this privacy policy from time to time to reflect changes in our practices or legal obligations. The updated policy will be published on this page with the revised date. We encourage you to review this policy periodically.