Privacy policy

We collect and securely store information that helps us deliver safe and effective care, including your name, date of birth, contact details, Medicare and billing information, your child’s medical history, examination notes and developmental details, referral letters and correspondence with other providers, and appointment notes and communications. This information is gathered through registration forms, direct communication, clinical consultations, and written referrals.

We collect this information to deliver high-quality newborn and children’s medical care, coordinate care with other health professionals, process payments, Medicare rebates and health fund claims, communicate with you about appointments and follow-up, and fulfil our legal and clinical obligations. We only collect what is necessary for these purposes and never use it for anything else without your consent.

Our clinical records are held in Halaxy, an Australian-owned platform hosted on Australian servers. Everything else – phones, email, team communication and our day-to-day operations – runs on Microsoft 365, also hosted in Australia, encrypted and protected by two-factor authentication. We keep health information on those supporting platforms to the minimum needed.

Telehealth consults use Halaxy’s end-to-end encrypted video. Email and SMS aren’t fully end-to-end encrypted; by contacting us that way you accept the small privacy risk that carries.

We use Heidi Health, an Australian medical AI platform running on Australian servers, to transcribe consults and draft clinical letters. It integrates directly with Halaxy.

Only authorised members of our team can access your records, through individual accounts with two-factor authentication.

We share the minimum necessary clinical information with the other people caring for your family – your obstetrician, GP, home-visiting midwife, allied health providers, and hospital teams if your baby is readmitted. We also send Medicare and your health fund the details they need to process your claims. Otherwise, we never share your information without your consent, unless the law requires it.

If a data breach ever occurs, we’ll tell you as soon as practical.

We actively track and improve the care we provide. Clinical outcomes are monitored in fully de-identified form. Parameters we track include gestation, birthweight, nursery admission rates, respiratory support rates, APGAR scores, readmission rates, breastfeeding rates at discharge and six weeks, and numeric family feedback scores. We also collect regular feedback from families and obstetric colleagues, and hold regular quality improvement meetings to review our performance against our own standards.

All medical care is provided by AHPRA-registered specialists holding an RACP Fellowship in Neonatal/Perinatal Medicine or General Paediatrics. All nursing care is provided by AHPRA-registered nurses. Ongoing professional development, registration, and medical indemnity cover are always maintained. We practise within the scope of newborn and children’s care and participate in regular peer review and reflective practice.

We comply with national guidelines regarding health information and advertising. In line with AHPRA’s rules on advertising regulated health services, we do not publish patient testimonials or promise specific outcomes. All content on our website and printed materials is general in nature and does not replace individual medical advice.

During registration, families provide informed clinical and financial consent to care, communication, fees, payment handling, and data handling as part of our intake process. You may withdraw or modify your consent at any time – just get in touch.

We keep children’s records until they turn 25, and adults’ records for at least 7 years from the last entry.

You have the right to request access to your health records or ask us to correct any inaccuracies. Contact us at hello@nestclinics.com.au and we’ll guide you through the process. If we can’t resolve your concern, you may contact the Office of the Australian Information Commissioner at oaic.gov.au.