Privacy Policy

Florence at Home respects your privacy and is committed to protecting the personal and health information of every person we care for. As a nurse-led service, we collect and manage information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles.

This policy explains how we collect, use, store, and protect your information when you receive nursing, palliative, or end-of-life care at home.

What Information We Collect

To provide safe and high-quality nursing care, we may collect:

Personal details: name, date of birth, address, contact details
Health information: medical history, medications, allergies, care plans, test results, and progress notes
Family or emergency contact details
Cultural or spiritual preferences relevant to care
Payment and billing details (if required for services)

How We Collect Information

We collect information in several ways:

Directly from you, during assessments and care visits
From your family or nominated representative (with your consent)
From other health professionals involved in your care (e.g., GP, hospital, specialist), where needed for safe care

Why We Collect Information

We collect information so we can:

Assess your needs and create personalised care plans
Provide safe, effective, and respectful nursing care
Work with your GP, hospital, or other health professionals to coordinate care
Meet legal, regulatory, and reporting obligations under the Aged Care Quality Standards

How We Use and Share Information

Your information is used only for purposes directly related to your care. We may share information with:

Your GP, hospital, or other treating health professionals (with consent)
Family members or representatives you nominate
The Aged Care Quality and Safety Commission or other regulators, if required by law

We will not share your information for marketing purposes, and we never sell personal details.

Storing and Protecting Your Information

Records are stored securely in paper or electronic form
Access is restricted to staff directly involved in your care
We follow strict professional and legal standards for confidentiality
Information is retained in line with legal requirements and then safely destroyed

Accessing or Correcting Your Information

You have the right to:

Request access to your personal or health information
Ask for corrections if you believe information is inaccurate or incomplete

We will respond to requests within a reasonable time and may ask for proof of identity before releasing records.

Feedback and Complaints

If you have questions or concerns about how your information is managed, please contact:

Florence at Home
Email: office@florenceathome.com.au
Phone: 0468 387 928

If you are not satisfied with our response, you can raise your concern with the → Office of the Australian Information Commissioner (OAIC)

Updates to This Policy

This Privacy Policy may be updated from time to time to reflect changes in law or practice. The most current version will always be available on our website.

Last updated: 12 September 2025

What Information We Collect

To provide safe and high-quality nursing care, we may collect:

Personal details: name, date of birth, address, contact details
Health information: medical history, medications, allergies, care plans, test results, and progress notes
Family or emergency contact details
Cultural or spiritual preferences relevant to care
Payment and billing details (if required for services)

How We Collect Information

We collect information in several ways:

Directly from you, during assessments and care visits
From your family or nominated representative (with your consent)
From other health professionals involved in your care (e.g., GP, hospital, specialist), where needed for safe care

Why We Collect Information

We collect information so we can:

Assess your needs and create personalised care plans
Provide safe, effective, and respectful nursing care
Work with your GP, hospital, or other health professionals to coordinate care
Meet legal, regulatory, and reporting obligations under the Aged Care Quality Standards

How We Use and Share Information

Your information is used only for purposes directly related to your care. We may share information with:

Your GP, hospital, or other treating health professionals (with consent)
Family members or representatives you nominate
The Aged Care Quality and Safety Commission or other regulators, if required by law

We will not share your information for marketing purposes, and we never sell personal details.

Storing and Protecting Your Information

Records are stored securely in paper or electronic form
Access is restricted to staff directly involved in your care
We follow strict professional and legal standards for confidentiality
Information is retained in line with legal requirements and then safely destroyed

Accessing or Correcting Your Information

You have the right to:

Request access to your personal or health information
Ask for corrections if you believe information is inaccurate or incomplete

We will respond to requests within a reasonable time and may ask for proof of identity before releasing records.

Feedback and Complaints

If you have questions or concerns about how your information is managed, please contact:

Florence at Home
Email: office@florenceathome.com.au
Phone: 0468 387 928

If you are not satisfied with our response, you can raise your concern with the → Office of the Australian Information Commissioner (OAIC)

Updates to This Policy

This Privacy Policy may be updated from time to time to reflect changes in law or practice. The most current version will always be available on our website.

Last updated: 12 September 2025

What Information We Collect

To provide safe and high-quality nursing care, we may collect:

Personal details: name, date of birth, address, contact details
Health information: medical history, medications, allergies, care plans, test results, and progress notes
Family or emergency contact details
Cultural or spiritual preferences relevant to care
Payment and billing details (if required for services)

How We Collect Information

We collect information in several ways:

Directly from you, during assessments and care visits
From your family or nominated representative (with your consent)
From other health professionals involved in your care (e.g., GP, hospital, specialist), where needed for safe care

Why We Collect Information

We collect information so we can:

Assess your needs and create personalised care plans
Provide safe, effective, and respectful nursing care
Work with your GP, hospital, or other health professionals to coordinate care
Meet legal, regulatory, and reporting obligations under the Aged Care Quality Standards

How We Use and Share Information

Your information is used only for purposes directly related to your care. We may share information with:

Your GP, hospital, or other treating health professionals (with consent)
Family members or representatives you nominate
The Aged Care Quality and Safety Commission or other regulators, if required by law

We will not share your information for marketing purposes, and we never sell personal details.

Storing and Protecting Your Information

Records are stored securely in paper or electronic form
Access is restricted to staff directly involved in your care
We follow strict professional and legal standards for confidentiality
Information is retained in line with legal requirements and then safely destroyed

Accessing or Correcting Your Information

You have the right to:

Request access to your personal or health information
Ask for corrections if you believe information is inaccurate or incomplete

We will respond to requests within a reasonable time and may ask for proof of identity before releasing records.

Feedback and Complaints

If you have questions or concerns about how your information is managed, please contact:

Florence at Home
Email: office@florenceathome.com.au
Phone: 0468 387 928

If you are not satisfied with our response, you can raise your concern with the → Office of the Australian Information Commissioner (OAIC)

Updates to This Policy

This Privacy Policy may be updated from time to time to reflect changes in law or practice. The most current version will always be available on our website.

Last updated: 12 September 2025

Our Mission

RN-led in-home aged care, palliative care and end-of-life support delivered at home across Portland and the surrounding districts of South West Victoria.

Our trusted multidisciplinary team provides holistic, personalised and dignified care, helping families keep loved ones safe, comfortable and connected.

Where we Travel

Aged care: within 30 minutes of Portland, Vic

Palliative and end-of-life care: within 1.5–2 hours of Portland, Vic

Get Started

→ In-Home Palliative &
End-of-Life Care

→ In-Home Aged Care

→ GP Referral – secure form

→ How it works

Find us on → Facebook

Trust & Compliance

ABN: 35 139 055 819

AHPRA Registration: NMW0001796044

Indemnity: Professional Indemnity & Public Liability through Vero Insurance (LPS/024932055/37367)

Provider Number: Currently processing

Qualifications: Bachelor of Nursing, Graduate Certificate in Palliative Care. Ongoing study in Geriatric Medicine (Professional Certificate)

→ Privacy Policy

→ Commitment to Care Standards

Start the Conversation

Have questions or need support?
Call us on 0468 387 928 or email office@florenceathome.com.au.

We’ll be here when you need us.

Acknowledgement

We acknowledge the Gunditjmara People as the Traditional Owners of the land on which we live and work in Portland.

We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.

Our Mission

RN-led in-home aged care, palliative care and end-of-life support delivered at home across Portland and the surrounding districts of South West Victoria.

Our trusted multidisciplinary team provides holistic, personalised and dignified care, helping families keep loved ones safe, comfortable and connected.

Where we Travel

Aged care: within 30 minutes of Portland, Vic

Palliative and end-of-life care: within 1.5–2 hours of Portland, Vic

Find us on → Facebook

Acknowledgement

We acknowledge the Gunditjmara People as the Traditional Owners of the land on which we live and work in Portland.

We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.

Start the Conversation

Have questions or need support?
Call us on 0468 387 928 or email office@florenceathome.com.au.

We’ll be here when you need us.

Get Started

→ In-Home Palliative &
End-of-Life Care

→ In-Home Aged Care

→ GP Referral – secure form

→ How it works

Trust & Compliance

ABN: 35 139 055 819

AHPRA Registration: NMW0001796044

Indemnity: Professional Indemnity & Public Liability through Vero Insurance (LPS/024932055/37367)

Provider Number: Currently processing

Qualifications: Bachelor of Nursing, Graduate Certificate in Palliative Care. Ongoing study in Geriatric Medicine (Professional Certificate)

→ Privacy Policy

→ Commitment to Care Standards

Our Mission

RN-led in-home aged care, palliative care and end-of-life support delivered at home across Portland and the surrounding districts of South West Victoria.

Our trusted multidisciplinary team provides holistic, personalised and dignified care, helping families keep loved ones safe, comfortable and connected.

Get Started

→ In-Home Palliative &
End-of-Life Care

→ In-Home Aged Care

→ GP Referral – secure form

→ How it works

Start the Conversation

Have questions or need support?
Call us on 0468 387 928 or email office@florenceathome.com.au.

We’ll be here when you need us.

Find us on → Facebook

Where we Travel

Aged care: within 30 minutes of Portland, Vic

Palliative and end-of-life care: within 1.5–2 hours of Portland, Vic

Trust & Compliance

ABN: 35 139 055 819

AHPRA Registration: NMW0001796044

Indemnity: Professional Indemnity & Public Liability through Vero Insurance (LPS/024932055/37367)

Provider Number: Currently processing

Qualifications: Bachelor of Nursing, Graduate Certificate in Palliative Care. Ongoing study in Geriatric Medicine (Professional Certificate)

→ Privacy Policy

→ Commitment to Care Standards

Acknowledgement

We acknowledge the Gunditjmara People as the Traditional Owners of the land on which we live and work in Portland.

We pay our respects to Elders past and present and extend that respect to all Aboriginal and Torres Strait Islander peoples.