RunCap Physiotherapy Services Agreement

Online Telehealth Services (Australia)

Agreement

The Provider offers online telehealth physiotherapy services, including virtual consultations, assessments, exercise programs, education, and advice, delivered remotely via video conferencing and digital platforms.

The Client wishes to engage the Provider for these services on the terms set out in this Agreement.

Both parties acknowledge that telehealth services are subject to limitations and must comply with Australian laws, including the Physiotherapy Board of Australia's Code of Conduct and the Australian Physiotherapy Association's guidelines for telehealth.

Definitions

In this Agreement:

  • "Business Day" means any day other than a Saturday, Sunday, or public holiday in ACT.

  • "Services" means the online telehealth physiotherapy services provided by us, including but not limited to virtual consultations, assessments, diagnosis, treatment plans, exercise programs, and educational resources.

  • "Telehealth" means the delivery of Services using audio-visual technology where the Client and Provider are not physically co-located.

  • "Fees" means the charges for the Services as outlined in Schedule 1 or as agreed upon booking.

  • "Confidential Information" includes health records, personal data, and any information disclosed during the provision of Services.

Scope of Services

We agree to provide the Services to you in accordance with this Agreement, professional standards, and applicable Australian laws, including AHPRA registration requirements and telehealth guidelines.

The Services may include:

  • Virtual one-on-one consultations via secure platforms

  • Personalised exercise programs, delivered via email or app within two business days of initial consultation.

  • Education and advice on managing your condition.

Limitations of Telehealth Services:

  • Telehealth does not allow for hands-on assessments or treatments.

  • It is not suitable for emergencies; in such cases, contact emergency services (000 in Australia) immediately.

  • We cannot guarantee specific outcomes or a cure for your condition; treatments are based on evidence, experience, and training.

  • Services are subject to technological requirements (stable internet, compatible device) and legal restrictions in Australia.

Suitability: We may determine that telehealth is not suitable for your needs and recommend alternative in-person care or referral to another provider.

Client Eligibility and Consent

By booking or using the Services, you consent to:

  • Receiving Services via telehealth.

  • The collection, use, and disclosure of your personal and health information in accordance with our Privacy Policy and the Privacy Act 2024 (Cth).

  • Any recording of consultations (with prior notice and consent) for quality or documentation purposes.

  • The risks and limitations of telehealth, including potential technical failures and inability to perform physical examinations.

You must inform us if you withdraw consent at any time

Client Obligations

You agree to:

  • Provide accurate, complete, and up-to-date information about your medical history, conditions, medications, and any relevant details.

  • Follow our instructions, including exercise programs, and report any changes in your health or adverse effects immediately.

  • Ensure a safe environment for consultations (e.g. private space, no hazards) and have the necessary technology ready.

  • Not share treatment plans or advice with third parties without our consent.

  • Comply with all applicable laws and not use the Services for illegal purposes.

You acknowledge that we rely on the information you provide and that inaccurate information may affect the quality or safety of Services.

Provider Obligations

We will:

  • Deliver Services with due care, skill, and in accordance with professional standards.

  • Maintain AHPRA registration, professional indemnity insurance covering telehealth, and comply with ethical codes.

  • Do our best to protect your privacy and secure data transmission.

  • Provide treatment plans or advice within two Business Days of consultation.

  • Document consultations and obtain feedback for quality improvement.

We reserve the right to refuse or terminate Services if they are unsuitable or if you are unable to comply with this agreement

Fees and Payment

Fees are as specified on our website or booking confirmation. 

Payment is required in at the time of consultation via credit card or electronic transfer 

Rescheduling: Provide at least 12 hours' notice; otherwise 50% of the consultation fee will be charged

Cancellations: Provide at least 12 hours' notice or full payment is required for the appointment

No refunds for completed Services or no-shows.

Consent for AI-Assisted Note-Taking

Purpose and Use of AI Note-Taking

Our telehealth physiotherapy practice may utilise artificial intelligence (AI) tools to assist in generating clinical notes, summaries, or other documentation during or after your telehealth sessions. These tools help improve the efficiency and accuracy of record-keeping, ensuring that your health information is documented appropriately to support your care.

Data Processing and Privacy

When AI-assisted note-taking is used, audio, video, or text data from your telehealth sessions may be processed by secure, compliant AI systems. We ensure that:

  • All AI tools comply with applicable privacy laws and regulations.

  • Your personal health information is encrypted during transmission and storage.

  • AI systems are configured to minimise data retention, and any temporary data used for processing is securely deleted after note generation.

  • No identifiable data is shared with third parties beyond what is necessary for the AI tool to function, and only with vendors who meet strict data protection standards.

Consent

By participating in our telehealth physiotherapy services, you consent to the use of AI-assisted note-taking for the purpose of documenting your care. You have the right to:

  • Request that AI note-taking not be used during your sessions. Please inform us in writing if you prefer manual note-taking.

  • Access, review, or request corrections to any notes generated by AI tools.

  • Withdraw your consent for AI note-taking at any time by contacting us.

Safeguards

We implement robust technical and organisational measures to protect your data.

Confidentiality and Privacy

We will handle your personal and health information in compliance with the relevant legislation and our Privacy Policy (available on our website).

You consent to us collecting, using, and disclosing your information as necessary for providing Services, billing, or legal requirements.

We use secure platforms for telehealth to minimise risks, but you acknowledge potential data security issues inherent to online services.

Intellectual Property

All materials provided (e.g. exercise programs, advice) are owned by us and licensed to you for personal use only. You must not reproduce, distribute, or commercialise them. 

Termination

Either party may terminate with written notice.

We may terminate immediately if you breach this Agreement or if continuing Services poses a risk.

Upon termination, outstanding Fees are payable, and obligations regarding confidentiality remain.

Dispute Resolution

Disputes must first be attempted to be resolved through good faith negotiation.

If unresolved, refer to mediation under the laws of ACT.

Governing Law

This Agreement is governed by the laws of ACT and the Commonwealth of Australia. 

General

Entire Agreement: This document, including any schedules, represents the entire agreement and supersedes prior understandings.

Amendments: We may amend this Agreement with notice; continued use constitutes acceptance.