Information we collect
We collect the information needed to provide physiotherapy care and operate the clinic. This might include:
- your name, date of birth and contact details;
- health history, current symptoms, medications and relevant activity information;
- appointment history, clinical notes and treatment plans;
- referral, billing and payment information;
- messages, forms and other communication with the clinic.
How we use the information
We use personal and health information to:
- assess and treat your condition;
- communicate about appointments and care;
- process payments, claims and receipts;
- maintain clinical records required for health practice;
- meet legal and professional obligations;
- improve clinic administration and patient experience.
We do not sell personal information. Health information is not used for marketing without consent.
When information is shared
Relevant information might be shared with your GP, specialist, insurer, funding body or another treating health professional where needed for your care, a claim or a legal requirement. Information might also be disclosed where required by law or in response to a serious threat to health or safety.
Where practical, I will discuss clinical information sharing with you first.
Systems used by the clinic
The clinic uses third-party services for practice management, bookings, website enquiries, email, payments and website hosting. These include Halaxy for bookings and practice management, Tyro Health for private health and Medicare claiming, Resend and Vercel for website enquiries and hosting, Anthropic for the website chat assistant, and WhatsApp for messages sent to the clinic’s WhatsApp number. Each service receives only the information needed for its role.
Website analytics and advertising
This website uses Google Tag Manager to load Google Analytics and Google Ads measurement tools. They use cookies to record how visitors use the site, such as the pages viewed, the type of device and whether a visitor clicks to book, call, email or message on WhatsApp. This tells the clinic which advertising and pages lead to appointments.
On the pages that the clinic’s Facebook and Instagram ads link to, Tag Manager also loads the Meta Pixel, run by Meta Platforms. It records that a visitor arrived from one of those ads and whether they clicked to book or call, or sent an enquiry. The clinic uses this to see which ads work and to show its ads again to people who visited those pages. The Meta Pixel is not loaded on the rest of the site.
These tools do not receive the contents of the enquiry form or of WhatsApp messages, your booking details or any health information. Google and Meta are based overseas, so this information might be processed outside Australia, including in the United States. The booking calendar is run by Halaxy and is covered by its own privacy policy.
You can block or delete cookies in your browser settings. You can also opt out of Google Analytics with the Google Analytics opt-out add-on and manage ad personalisation in My Ad Center. To manage the ads Meta shows you, use Ad preferences in your Facebook or Instagram settings.
Website chat assistant
The website has an automated chat assistant that answers general questions about the clinic, such as fees, rebates, appointment types and parking. It is not a physiotherapist and does not give health advice.
The questions you type and the replies are sent to Anthropic, a company based in the United States that provides the Claude AI model used to write the answers. They might be processed outside Australia, including in the United States. Under Anthropic’s commercial terms, chat content is not used to train its models, and Anthropic keeps it for a limited period for safety and misuse monitoring.
The clinic does not store chat conversations. A conversation is kept in your own browser until you close the tab or choose New chat. Google Tag Manager records that the chat was opened or a message was sent, but not what was written.
Please do not enter your name, contact details or health information into the chat. To discuss your own situation, call, email, message on WhatsApp or use the enquiry form.
Secure clinical documentation tools, including AI-assisted scribing software such as Heidi, might be used to help prepare clinical notes. Thihan reviews clinical notes before they are saved. These tools support record-keeping and are not used to market to you.
Messages on WhatsApp
The clinic’s number, 0458 007 583, is on WhatsApp. Apart from an automatic greeting or away message, Thihan reads and answers these messages personally during clinic hours. The chat assistant and other AI tools do not read or answer them.
WhatsApp is provided by WhatsApp LLC, part of Meta. Messages between you and the clinic are end-to-end encrypted by WhatsApp. WhatsApp handles your phone number, profile and usage information under its own terms and privacy policy, and might process that information outside Australia, including in the United States.
Please share only what your question needs, and do not send Medicare, health fund or payment card numbers by WhatsApp. Anything relevant to your care is added to your clinical record. To discuss your situation in detail, call or book an appointment.
Security and retention
Reasonable steps are taken to protect personal and health information from misuse, loss and unauthorised access. Health records are retained for the periods required under Victorian law and relevant professional standards.
Access and correction
You may request access to your personal or health information or ask for inaccurate information to be corrected. Email thihan@bridgeroad.physio.
Privacy concerns
Please contact Bridge Road Physiotherapy first if you have a privacy concern so it may be reviewed and addressed. You may also contact the Office of the Australian Information Commissioner or the Office of the Health Complaints Commissioner in Victoria, depending on the issue.
Contact
Bridge Road Physiotherapy
507 Bridge Road, Richmond VIC 3121
0458 007 583
thihan@bridgeroad.physio