Policies

Privacy policy

Physio Coach Jake (Jake Sugarman, ABN 45 163 752 052) (“we”, “us”, “our”) provides physiotherapy, rehabilitation and performance coaching services. We are committed to protecting your privacy and handling your personal and health information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).

What information we collect

We only collect information that is reasonably necessary to provide our services. This may include:

• Contact details such as your name, email address, phone number and date of birth.
• Health information such as your injury and medical history, assessment findings, treatment notes, test results, training information and progress records.
• Referral and team information such as details from your doctor, surgeon, club or coach, where you have agreed to this.
• Payment and health fund details needed to process fees and rebates.

We collect information directly from you when you book, complete forms, contact us or attend a consultation (in person or by video). Where you are under 18, we may also collect information from your parent or guardian.

You can make a general enquiry without giving your name. However, we need to identify you to provide assessment or treatment.

How we use and share your information

We use your information to:

• assess, treat and provide rehabilitation or performance programs
• manage bookings, reminders, payments and health fund claims
• communicate with you about your care
• meet our legal, professional and insurance obligations
• improve our services and website

We may share your information with:

• other health practitioners involved in your care (such as your GP or surgeon), with your consent
• your club, coach or other third parties only with your consent
• service providers we use to run the practice, such as email, booking, website form and payment providers
• anyone we are required or authorised to share it with by law

We do not sell your personal information, and we do not use it for marketing.

Case studies. Case studies published on this website are de-identified. Names and identifying details are removed or changed so that individual athletes cannot be identified.

Overseas storage. Some of the services we use may store data on servers outside Australia, including in the United States. These include email (Google), our website enquiry forms (Formspree) and online booking (Cal.com). We take reasonable steps to ensure your information is protected to a standard consistent with Australian privacy law.

Storage and retention

We take reasonable steps to store your records securely and protect them from misuse, loss and unauthorised access. If a data breach occurs that is likely to cause you serious harm, we will notify you and the Office of the Australian Information Commissioner as required by law.

As required by Victorian health records law, we keep health records for at least seven years after your last appointment, or until you turn 25 if you were under 18 when the records were created. After this time, records are securely destroyed or de-identified.

Video consultations. Telehealth sessions are delivered through a secure video platform. Sessions are not recorded without your consent.

Accessing your information and making a complaint

You can ask to access or correct the personal information we hold about you by contacting us. We will respond within a reasonable time, usually within 30 days. In limited circumstances permitted by law, access may be refused, and we will explain why.

If you have a concern about how your information has been handled, please contact us first so we can try to resolve it. If you are not satisfied with our response, you can contact:

• the Office of the Australian Information Commissioner (OAIC)
• the Health Complaints Commissioner (Victoria)

Website terms & medical disclaimer

By using this website, you agree to these terms.

General information only

The articles, resources and other content on this website are general information only. They are not a substitute for an individual assessment, diagnosis or treatment from a qualified health professional. Reading this website does not create a practitioner–patient relationship.

In an emergency, call 000. If you have a serious or worsening injury, seek urgent medical care. Do not rely on this website or contact forms for urgent matters.

Case studies and outcomes

Case studies describe individual athletes’ experiences. Every person’s injury, history and response to treatment is different, and results vary. Case studies are not a guarantee or promise of any particular outcome.

Intellectual property

All content on this website, including text, images, logos and design, belongs to Physio Coach Jake or is used with permission. You may share links to our content, but you may not copy, reproduce or republish it for commercial purposes without written permission.

External links

This website may link to other websites. We are not responsible for the content or privacy practices of those websites.

Liability

We take care to keep the information on this website accurate, but it is general in nature. If you choose to follow exercises or advice from this website without an individual assessment, you do so at your own risk. To the extent permitted by law, we are not responsible for any injury or loss that results.

Governing law

These terms are governed by the laws of Victoria, Australia.

Appointments, cancellations & payments

Booking

Appointments can be booked online through our booking page or by contacting us directly. Initial consultations are available in person in Melbourne or by video, depending on what is most appropriate for your needs. You do not need a doctor’s referral to see a physiotherapist.

Cancellations and rescheduling

We understand plans change. If you need to cancel or reschedule, please give at least 24 hours’ notice so the time can be offered to another athlete.

• Cancellations with less than 24 hours’ notice may incur a fee.
• Missed appointments without notice may be charged the full appointment fee.
• If you arrive late, your session may be shortened so that other appointments are not delayed, and the full fee will still apply.

To cancel or reschedule, email physiocoachjake@gmail.com.

Fees may be waived if the appointment can be filled by someone else, if you reschedule within the same week, or in genuine emergencies or illness. Please let us know as early as possible.

Payment

Payment is due at the time of your appointment by card or as invoiced. If you have private health insurance with extras cover, you may be eligible for a rebate depending on your fund and level of cover. Please check with your health fund.

Your comfort during sessions

Please wear comfortable clothing you can move and exercise in, such as shorts and a t-shirt. You are welcome to bring a support person, parent or friend to any appointment. Before any hands-on assessment or treatment, we will explain what is involved and ask for your consent.

Telehealth sessions

For video consultations, please join from a private space with a stable internet connection and enough room to move. If a video session isn’t suitable for your condition, we will recommend an in-person appointment.

Athletes under 18

For athletes under 18, a parent or guardian must provide consent before treatment begins and may be asked to attend appointments.

Questions about these policies

If you have any questions, would like to access your information or want to make a complaint, please email physiocoachjake@gmail.com.

We may update these policies from time to time. The latest version will always be available on this page.