URecover Privacy Policy

PART 1 – ABOUT POLICY

1.1 Purpose

URecover is committed to providing quality services to you and this policy outlines our ongoing obligations to you in respect of how we manage your Personal Information we collect, use and disclose.

PART 2 – HOW URECOVER HANDLES YOUR PERSONAL INFORMATION

In order to provide you with workplace injury management, rehabilitation, return to work, health and wellbeing services (physical and mental health) that have been requested, URecover will need to collect and use your personal information. If you provide incomplete or inaccurate information to us or withhold personal and health information from us we may not be able to provide you with the services you are seeking.

2.1 What is Personal Information and why do we collect it?

Personal Information is information or an opinion that identifies an individual. Examples of Personal Information we collect include: names, contact details, health information, employee injury compensation claim details and medical reports.

When we collect Personal Information, we will, where appropriate and where possible, explain to you why we are collecting the information and how we plan to use it. We require this information to provide you with our services. We will only collect the information we need for the particular function, report or injury management, rehabilitation, return to work, health and wellbeing services (physical and mental health) and care that we are carrying out. Services include but are not limited to Physical and Mental Health Capacity Assessments and associated reports, Return to Work Plans, Care Plans and Case Management services. Our services are provided at the request of the client to support their employee’s workplace injury management, rehabilitation, return to work, health and wellbeing services (physical and mental health).

We may collect sensitive information in the form of health information including medical reports specific to your injury or health condition, information about health services being provided to you and information about you that is or could be predictive of your health. The personal information we collect from you directly or from a third party such as your employer, employee injury compensation claim insurance agent, medical professionals or other representative authorised by you may include but is not limited to:

Your name
Your address
Your date of birth
Your gender
Other contact details such as your phone number and email address
Your occupation
Your salary
Health records, including mental health records
Medical reports
Medical certificates and certificates of capacity
Workplace incident reports
Photographs
Any other information you may provide to us directly or indirectly through a website or representative

2.2 How does URecover collect health information?

We will usually collect your personal information directly. Information is obtained in many ways including interviews, observations, correspondence, by telephone, virtual / video calls, email, via our website https://wwwurecover.com and from reports, correspondence and emails from you, as well as third parties such as treating practitioners, third parties such as your employer and employee injury compensation claim insurance agent.

Your Personal Information is stored in a manner that reasonably protects it from misuse and loss and from unauthorised access, modification or disclosure.

When your Personal Information is no longer needed for the purpose for which it was obtained, we will take reasonable steps to destroy or permanently de-identify your Personal Information. However, most of the Personal Information is or will be stored in client files which will be kept by us for a minimum of 7 years.

2.3 How does URecover use your information?

URecover uses your Personal Information for the purpose you have given the information to us. We will use your information for workplace injury management, rehabilitation, return to work, health and wellbeing services (physical and mental health), to manage our relationship with you and your employer, and to contact you in relation to matters concerning your health and care.

We may disclose your information to the following people:

Disclosure to other health professionals involved in your treatment.

Your Personal Information will generally only be used by the URecover Occupational Therapist involved in your care, however on occasion your care may be provided by a number of health professionals (for example Psychologist, & Physiotherapist) working or consulting together. We may disclose your information to these health professionals as part of the process of providing services for workplace injury management, rehabilitation, return to work health and wellbeing services (physical and mental health) and to other health professionals involved in your care.

Other uses and disclosures

In order to provide the best possible environment in which to provide workplace injury management, rehabilitation, return to work, health and wellbeing services (physical and mental health) we may also use or disclose your personal and health information where necessary for:

Activities such as quality assurance processes, safety reasons, accreditation, audits, risk and claims management and staff education/training.
Administration, invoicing, billing and account management
For the purpose of sending you standard reminders, for example for appointments and follow-up care, by text message or email to the number or address which you have provided to us.

Cross Border Disclosure

In the ordinary course of business including the purposes outlined in this policy, we may disclose personal information about you to a person or organisation located in different countries where URecover operates including Hong Kong (URecover Headquarters) and Australia (URecover subsidiary). We will only transfer your personal information overseas if we:

Reasonably believe that the foreign country has substantially similar privacy obligations
We have taken reasonable steps to ensure the recipient will hold, use or disclose the information in a manner that complies with this privacy policy.

2.4 Access to and correction of your health information

You have a right to access the personal and health information that WE hold about you. You can also request an amendment to your personal and health information should you believe that it is inaccurate. In order to protect your Personal Information, we may require identification from you before releasing the requested information.

Access to your personal information can be achieved by contacting us directly.

If we do not agree to change your personal information in accordance with your request, we will permit you to make a statement of the requested changes and we will enclose this with your record.

2.5 Data Quality

URecover will take reasonable steps to ensure that your personal information which we may collect, use or disclose is accurate, complete and up-to-date. Please be advised that if your contact details change it is your responsibility to inform us in writing of these changes. Failure to do so may result in information being sent to an incorrect address. To update your details please contact us via email or telephone

2.6 Data Security

We may store your personal information in hard copy or electronic format on controlled systems which are secured against unauthorised access. URecover will take reasonable steps and implement robust security measures to protect your personal information from misuse, interference, loss, unauthorized access, modification or disclosure. We safeguard your personal information including (but not limited to):

Technologies such as network firewalls, Anti-Virus, Anti-Ransomware, Infinite Cloud Retention Backups, Spam Filter, Managed Detection and Response, and Endpoint Detection and Response
Use of strong passwords and multifactor authentication on phones and computers;
Mobile phones, laptops and files to be kept with staff or in a secure place;
Regular security testing of our IT systems, to ensure all systems meet the highest of IT security

PART 3 – HOW URECOVER HANDLES YOUR PERSONAL INFORMATION WHEN YOU VISIT OUR WEBSITE

This section of our Privacy Policy explains how we handle your personal information which is collected from our website:

https://www.urecover.com

This Privacy Policy applies to your use of our website and the use of any of the facilities on our website.

3.1 Collection

When you use our website, we do not attempt to identify you as an individual user and we will not collect personal information about you unless you specifically provide this to us.

Sometimes, we may collect your personal information if you choose to provide this to us via an online form or by email, for example, if you:

submit a general enquiry via our referral page
decide to become a client
contact us directly via email

3.2

Direct Marketing

We may send you direct marketing communications and information about our products and services that we consider may be of interest to you. The communications may be sent in various forms including mail, email, SMS and social media. At any time you can opt out of receiving marketing communications from us by using the opt-out facilities provided within the marketing communications.

We do not share, sell, rent or disclose your personal information to other organisations without your consent, except to the extent required by law, in accordance with your instructions or as described in this privacy policy.

3.3 Cookies

A “cookie” is a device that allows our server to identify and interact more effectively with your computer. Cookies do not identify individual users, but they do identify your ISP and your browser type.

This website uses temporary cookies. This means that upon closing your browser, the temporary cookie assigned to you will be destroyed and no personal information is maintained which will identify you at a later date.

Personal information such as your email address is not collected unless you provide it to us. We do not disclose domain names or aggregate information to third parties other than agents who assist us with this website and who are under obligations of confidentiality. You may be able to configure your browser to accept or reject all cookies and to notify you when a cookie is used.

3.4 Use and Disclosure

We will use any personal information collected via our website in accordance with our privacy policy.

POLICY UPDATE

This Policy may change from time to time and is available upon request or via our website.

If you have any queries or complaints about our Privacy Policy please contact us at:

Fraser Moore – Executive Director – URecover - Fraser.moore@urecover.com