Privacy Policy

1. Information we collect

Depending on how you interact with us, we may collect:

• contact information, including name, phone number, email address, and address;
• appointment and enquiry details;
• patient and health-related information needed to assess, plan, coordinate, or provide care;
• information supplied by a family member, guardian, caregiver, doctor, or authorised representative;
• billing and payment-related information;
• communications with us, including calls, emails, WhatsApp messages, forms, and feedback;
• website and device information, such as IP address, browser type, pages viewed, and cookie preferences; and
• information required to comply with legal, safety, insurance, or clinical recordkeeping obligations.

2. How we use personal information

We use personal information to:

• respond to enquiries and arrange appointments;
• assess eligibility and suitability for care;
• create and deliver personalised rehabilitation, therapy, home-care, nursing, and online-care plans;
• coordinate care with the patient, family, guardian, and authorised care providers;
• process payments and maintain records;
• communicate service updates, reminders, and follow-ups;
• protect the safety of patients, staff, and visitors;
• improve our website, services, and patient experience;
• meet legal, regulatory, professional, and recordkeeping obligations; and
• send marketing communications where you have agreed to receive them or where otherwise permitted by law.

3. Consent and choices

Where required, Apricot Care will seek consent before collecting or using personal information. You may withdraw consent for non-essential processing or marketing at any time by contacting us. Withdrawal of consent will not affect processing already undertaken lawfully, and may affect our ability to provide certain services.

Clinical treatment, admission, online therapy, and procedures may require separate informed-consent documentation.

4. When we share information

We may share personal information only where necessary, including with:

• Apricot Care’s authorised healthcare professionals and staff;
• family members, guardians, or authorised representatives;
• referring doctors and other healthcare providers involved in the patient’s care;
• payment processors, technology providers, communication providers, and professional advisers who support our operations;
• government authorities, regulators, insurers, or law-enforcement agencies where required or permitted by law; and
• another party where the patient or authorised representative has provided consent.

We do not sell personal information.

5. Health information

Health and treatment information is handled with additional care and is accessed only by authorised personnel who need it for care, administration, safety, or legal obligations. We ask patients and families to share only information relevant to the requested service.

6. Online consultations and communications

Online consultations, video therapy, email, and messaging may involve third-party communication platforms. While we use reasonable safeguards, no method of internet transmission is completely secure. Please use a private setting and protect your devices when participating in online services.

7. Cookies and website analytics

Our website may use cookies and similar technologies to make the site work, remember preferences, understand website usage, and improve performance. You can manage cookies through your browser settings; disabling some cookies may affect website functionality.

8. Data retention

We retain personal information only for as long as reasonably necessary for the purposes described in this Policy, including ongoing care, legal obligations, clinical recordkeeping, billing, dispute resolution, and safety. We securely delete, anonymise, or archive information when it is no longer required, subject to applicable law.

9. Security

We use reasonable administrative, technical, and physical safeguards to protect personal information. Access is restricted to authorised persons with a legitimate need to know. However, no system can be guaranteed completely secure.

10. Your privacy rights

Subject to applicable law, you may ask us to:

• confirm whether we process your personal information;
• access or correct inaccurate information;
• request deletion of information where appropriate;
• withdraw consent;
• stop or opt out of marketing communications; or
• raise a privacy concern or grievance.

To make a request, contact us using the details below. We may need to verify your identity before acting on a request.

11. Children and persons requiring support

Where a patient is a child or cannot independently provide valid consent, we may collect and use information through a parent, legal guardian, or authorised representative, as permitted by law.

12. Updates to this Policy

We may update this Privacy Policy to reflect changes in our practices, services, or legal obligations. The current version will be posted on this page with an updated effective date.

13. Contact and privacy requests

For privacy questions, consent withdrawal, data requests, or grievances, contact: