Privacy Policy

ReachDR (“ReachDR”, “we”, “us”) provides on-demand telehealth and clinical support to Residential Aged Care Facilities (RACFs) and their residents. This policy applies to information collected through our platform, our website, and in the course of delivering clinical services.

We collect information necessary to provide safe clinical care, including:

• Identity details for residents, facility staff and clinicians (name, date of birth, facility, role).
• Health information, including clinical notes, medication charts, pathology results and consultation records.
• Account and login information for facility and clinician access.
• Device, browser and usage data collected automatically when you use our platform.

We use the information collected to:

• Deliver telehealth consultations, clinical assessments and documentation.
• Coordinate care between facility nursing staff, treating clinicians and specialists.
• Maintain accurate clinical records and support continuity of care.
• Meet our legal, regulatory and clinical governance obligations.
• Improve the safety, reliability and performance of our platform.

Health information is handled with additional safeguards beyond standard personal information. Access to clinical records is restricted to the resident’s treating clinicians, authorised facility staff involved in that resident’s care, and ReachDR personnel who require access to operate the platform. Clinical records are retained in line with applicable health records legislation.

We may share information with:

• The resident’s RACF, GP and treating specialists, for the purpose of coordinated care.
• Service providers who support our platform (e.g. secure hosting, pathology integration), under contractual confidentiality obligations.
• Regulators or authorities where required by law, or to prevent serious harm.

We do not sell personal or health information.

We use encryption in transit and at rest, role-based access controls, audit logging and regular security reviews to protect information held on our platform. No system is completely immune to risk, and we continually work to reduce it.

Depending on your role and jurisdiction, you may have the right to access, correct, or request deletion of personal information we hold about you, subject to our obligations to retain clinical records. To make a request, contact us using the details below.

We retain personal and health information for as long as necessary to provide our services and to meet legal, clinical and regulatory record-keeping requirements, after which it is securely deleted or de-identified.

We may update this policy from time to time. Material changes will be reflected by updating the “Last updated” date above.

For privacy questions, access requests, or complaints, contact us at support@reachdr.com.