Privacy policy

Last updated 20 Oct 2020

Your privacy

Your privacy is important to us. We will treat your information sensitively and with the utmost care.We collect your health information to provide a record of care. This helps you receive quality treatment and care when you need it. We also collect your health information to help:

  • Keep you and others safe

  • Plan and fund health services

  • Carry out authorised research

  • Train healthcare professionals

  • Prepare and publish statistics

  • Improve Tend Health and government services

  • Arrange payment and/or funding for the services provided to you

  • Report to your health insurer or employer on service use if they are contributing to the service cost. This does not include sharing health information unless we have your consent

The information we collect about you includes (but isn’t limited to);

  • Information about you (such as your name, date of birth, gender, address, ethnicity, citizenship, National Health

  • Index (NHI) number and proof of your identity)

  • Information about your health

  • Information about health services that are being provided to you

  • Information about the financial transactions around consultation charges and payment methods

  • Information about how to contact you and stay in touch

Your healthcare professional will record relevant information from your consultation in your notes which will be shared with others involved in delivering your healthcare services (including Tend clinicians, administrators and other clinicians involved in your care) and with other agencies but only with your consent, or if authorised by law. You are not obligated to share your health information, however, withholding it may affect the quality of care you receive.You have the right to know where your information is kept, who has access rights, and, if the system has audit log capability, who has viewed or updated your information. Your information will be kept securely to prevent unauthorised access.We store all our data (including your personal information) on a secure Amazon Web Services (AWS) cloud platform and we use Google GSuite applications. The primary copy of your health records are stored in our Patient Management System (PMS) Indici. We protect our data with all reasonable technical and process controls.Dependents and young adultsIf you are under the age of 16 and wish to register with Tend, your account will usually be linked to your parent or guardian's account. Parents (and legal guardians) also have some rights to access their children's/dependent’s health information, up until they turn 16. Usually your parents and/or guardians will be able to access and view your medical information. However, there may be times where we need to limit the information shared with parents and/or guardians in order to respect the confidentiality and best interests of the young adult. As a young adult you may specifically ask us not to share your health care information with your parents and/or guardians and we will assess these requests on a case by case basis in accordance with the Health Information Privacy Code and Privacy Act.Right to access and correctWe’re required to keep your information accurate, up-to-date and relevant for your treatment and care.

  • You have the right to access and correct your health information

  • You have the right to see and request a copy of your health information

  • You don’t have to explain why you’re requesting that information, but may be required to provide proof of your identity, however you may have to pay an administration fee

  • You can ask for health information about you to be corrected and our people will help you with this. If our clinical team chooses not to change that information, you can have this noted on your file

How long will my information be kept for?We will retain your information in accordance with our obligations under New Zealand law. For the most part this means that we will keep your information securely for at least 10 years after the date of your last appointment. If you want to change practice we will transfer your records for you.Use of your health informationBelow are some examples of how your health information is used.

  • If your practice is contracted to a Primary Health Organisation (PHO), the PHO may use your information for clinical and administrative purposes including obtaining subsidised funding for you.

  • Your District Health Board (DHB) uses your information to provide treatment and care, and to improve the quality of its services.

  • A clinical audit may be conducted by a qualified healthcare professional to review the quality of services provided to you. They may also view health records if the audit involves checking on health matters.

  • When you choose to register in a health programme (eg immunisation or breast screening), relevant information may be shared with other health agencies.

  • The Ministry of Health uses your demographic information to assign a unique number to you on the NHI. This NHI number will help identify you when you use health services.

  • The Ministry of Health holds health information to measure how well health services are delivered and to plan and fund future health services. Auditors may occasionally conduct financial audits of your healthcare professional.

  • The auditors may review your records and may contact you to check that you received those services.

  • Notification of births and deaths to the Births, Deaths and Marriages register may be performed electronically to streamline a person’s interactions with government.

  • If you have a health insurer we may need to share some information with them in order to facilitate billing, however we will not share any details of your health information with them without your consent.

  • Your employer may offer Tend as an employee benefit. If you are using Tend in this way - we may share the minimum information required to ensure your use of the service is charged appropriately.

Complaints.If you wish to make a complaint about how your health information is collected or used, please talk to your healthcare provider in the first instance. If you are still unhappy with the response you can call the Office of the Privacy Commissioner toll-free on 0800 803 909, as they can investigate this further.Cookies (and similar technologies) PolicyWe use cookies and similar tracking technologies across the Websites and Apps we own or operate to deliver the services we provide to you. We also use other tracking technologies like web beacons (sometimes called “tracking beacons” or “clear gifs”) and local or device storage. When we say Website or App we are referring to any websites, web services or Apps we own, publish or operate to deliver our services to you.A cookie is a piece of information that is stored on your device when you visit a website or use an App, this enables you to be identified when you return to that website or App in the future. Tracking software allows us to collect information across different devices and across different sessions, e.g. so that you don’t have to resubmit information each time you log on.Web beacons are tiny graphics files that contain a unique identifier that enable us to recognize when someone has visited the Website or opened an email that we have sent them.Local or device storage is a mechanism provided by your device or browser that lets us store small amounts of data on your device. This lets us optimise the use of your network, and store other information which may include tracking identifiers. Cookies help us to do things like operate our Website and Apps, enhance and customize your experience across our Website and Services, perform analytics and deliver advertising and marketing that’s relevant to you.There are also cookies set by third parties across our Website and Apps. Third party cookies enable third party features or functionality to be provided on or through our Websites and Services, such as advertising, interactive content and analytics. They also enable us to use advertising networks to manage our advertising on other websites. The parties that set these third party cookies can recognize your computer both when it visits the website in question and also when it visits certain other websites. You can change the cookies settings on your device, including so that you are offered whether or not you want to accept cookies. If you do not accept cookies, then that may mean that our website does not work properly and that the services we provided to you are impacted.If you have any questions on this Privacy Policy or on any personal information we have collected, you can contact us at hello@tend.nz.