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Our policies

Health, Safety and Wellbeing Policy Statement
Health, Safety and Wellbeing Policy Statement

1   Health, Safety and Wellbeing Policy Statement

People are central to our organisation and we are committed to ensuring the health, safety and wellbeing of everyone in our work environment.

We will continually promote practices which inspire people to achieve the best possible performance and outcomes.  It is this commitment that drives us to support behaviours and practices associated with high performance in workplace safety and wellbeing.

2   Our Commitment

  • Safety is of utmost importance in our Organisation and integral in ensuring a sustainable service to our clients.
  • We are accountable for our actions and the impact they have on the health, safety and wellbeing of ourselves, our co-workers and our clients.
  • We comply with or exceed all statutory health and safety requirements and other relevant standards.
  • We implement a risk management approach, in consultation with workers, to identify, assess and control risks to our safety and wellbeing.
  • We report all hazards, injuries and incidents to enable us to proactively respond to, and to further manage the risk of potential future incidents.
  • We effectively monitor and develop our health, safety and wellbeing performance against leading practices.
  • We educate and train our workers so they can perform their duties safely.
  • We communicate and consult with our workers about safety and wellbeing matters to identify ways to reduce safety risks.
  • We regularly audit our safety practices and management systems.
  • We establish agreed safety and wellbeing objectives and targets aimed at reducing work-related injuries and illnesses.
  • We regularly monitor, review and report on our performance against the agreed safety and wellbeing objectives and targets
  • We promote wellbeing for our people that contributes to improving productivity for a healthy, supportive and satisfying work environment.
  • We will foster a culture of continuous improvement in safety and wellbeing.

3   Your Responsibility

  • Adhering to safe work practices and instructions.
  • Demonstrating positive safety behaviours.
  • Taking personal responsibility to maintain safety and wellbeing.
  • Immediately reporting anything at work that is believed to be dangerous or hazardous.
  • Not acting in a manner that places yourself or others at risk.

 

SM-Signature.jpg

Stephen Muggleton

Chief Executive Officer

Date: 27/06/2019

Website accessibility statement
Our commitment to a website that is easy to access and understand

Providing information that is easy to access and understand is important to Bolton Clarke.  We want you to use this information to make better decisions about your health and care.  This will assist you to actively participate in society.

If there is information on this website that you cannot access or you do not understand, call us on 1300 22 11 22.  If you require a telephone interpreter to speak with us, call the National Language Line, or the National Relay Service.

We are proud to be a diverse organisation with many areas of society represented across our clients/residents and our employees. We value diversity.

All our information is presented in plain language so that it can be understood by as many users as possible.  We aim to improve the low health literacy rates in Australia.

Some information on our website is provided in languages other than English.  Our information is translated by professional translators and meets Translation Standards. For more information about Translation Standards click here. Australians speak over 300 languages.  To provide equity of access to our information, users are able to use google translate software.

You can listen to some information on our website, click here to see our range of talking books. Some information is presented in a visual format using photos. This assists people with vision impairment and those with no formal education in English or a language other than English.

Some documents on this website are available in PDF formats. You need Adobe Acrobat Reader software on your computer or device to view PDFs.  You can download the software for free from the Adobe website, click here.

Our website aims to meet the Web Content Accessibility Guidelines.  For more information about these Guidelines in English or another language, click here.

How to call us if you need assistance

  • If you require a telephone interpreter to speak with us, call the National Language Line.  For more information about the National Language Line, click here.
  • If you are deaf or have a hearing or speech impairment:
    • Call us through the National Relay Service.
    • The relay service will advise you on the best way to call us, based on your needs.
    • Give our number 1300 11 22 11 to the relay officer.
Privacy Policy

1 Purpose

This Policy governs how members of the Bolton Clarke Group, being RSL Care RDNS Limited ABN 90 010 488 454, Royal District Nursing Service Limited ABN 49 052 188 717 and RDNS HomeCare Limited ABN 13 152 438 153 (we, us, our) collect, store, use, disclose and manage personal information. This Policy also outlines and explains the types of personal information we collect, the purposes for which it is collected, how you can request access to and correct personal information that we hold about you and how you can make a privacy complaint or contact us with your enquiries or concerns.

We take your privacy seriously and are committed to open and transparent management of personal information. When dealing with personal information, we comply with the Privacy Act 1988 (Cth) (Act), the Australian Privacy Principles in the Act, and all other applicable legislation, including State and Territory health records legislation.

Our suppliers and contractors are required to enter into written contracts ensuring their strict compliance with privacy laws.

This Policy does not apply to personal information that is exempt under the Act, including the personal information of our employees relating to their former or current employment with us.

2 What is personal information?

Personal information is information or an opinion about an identified individual, or an individual who is reasonably identifiable:

  1. whether the information or opinion is true or not; and
  2. whether the information or opinion is recorded in a material form or not.

Sensitive information is a subset of personal information and includes:

  1. health information about an individual;
  2. genetic information (that is not otherwise health information); and
  3. information or opinion (that is also personal information) about an individual’s racial or ethnic origin, political opinions, membership of a political association, religious beliefs or affiliations, philosophical beliefs, membership of a professional or trade association, sexual preferences or practices or criminal record.

What constitutes personal information will vary, depending on whether any individual can be identified or is reasonably identifiable in the particular circumstances.

3 What kinds of personal information do we collect and why?

The personal information that we collect and hold will depend on your relationship with us, the nature of the product or service we are providing or activity you are involved in and the legal obligations we may have.

However, we generally collect and hold both personal and sensitive information, including:

  1. For customers:
    • contact details including name, occupation, address, postcode, telephone and facsimile numbers, email addresses and family information;
    • demographic information including age, date of birth and gender;
    • health information including medical and family history, medications, diagnostic imaging and reports, pathology results, diagnoses (including mental health or disability), observations and reported symptoms;
    • government related identifiers, including Medicare, Centrelink and Department of Social Services numbers;
    • financial details and billing information including to comply with our legal obligations; and
    • treating clinicians’ contact details.
  2. For prospective employees:
    • contact details including name, address, postcode, telephone and facsimile numbers and email addresses and family information;
    • demographic information including age, date of birth and gender;
    • sensitive information such as health and psychometric information;
    • qualifications and experience;
    • information contained in references obtained from third parties; and
    • national police certificates.
  3. For contractors and consultants:
    • contact details including address, postcode, telephone and facsimile numbers and email addresses;
    • financial details and billing information including to comply with our legal obligations;
    • qualifications, licences and insurance details;
    • information contained in references or referrals obtained from third parties; and
    • national police certificates.

If lawful and reasonable to do so, we will destroy and de-identify all unsolicited personal information we receive if we would not normally collect this information to perform one of our functions or activities or if the information is sensitive and no consent has been given.

4 When do we collect personal information?

We will not collect personal information unless it is reasonably necessary for one of our functions or activities.  We will usually only collect sensitive information with your consent.  All personal information will only be collected through lawful and fair means.

5 Where do we collect personal information from?

The sources from which we collect personal information will depend on the circumstances of the collection and may include the following:

5.1 From you or with your consent

We will try to collect your personal information directly from you, or alternatively, with your consent. We will collect personal information from you:

  1. if you provide us with information about yourself and, if necessary, your medical condition;
  2. if you complete relevant agreements, applications, forms, surveys, competitions, questionnaires or you communicate with us by taking part in a discussion or forum or by email, telephone, in writing or in person;
  3. if you are providing services or goods to us or our customers; or
  4. if you apply for employment or engagement with us.
5.2 From other people

Where it is unreasonable or impracticable to collect information directly from you, we may obtain personal information about you from a third party.  For example, we may collect personal information about you:

  1. from your general practitioner or another healthcare provider who has information about you to assist us in providing services to you;
  2. from a member of your family, a carer, a close friend, your authorised representative or responsible person, next of kin, your nominated emergency contact person or the police;
  3. from any person or organisation that assesses health status or care requirements, for example the Aged Care Assessment Team;
  4. from relevant government departments such as Medicare, the Department of Health or the Department of Social Services or your health insurer to assist us in providing services or processing billing for services provided to you;
  5. from third parties who you have asked to provide your personal information to us; or
  6. from a reference or referral identified in your application for employment or engagement with us.
5.3 From our website

When you visit our website, our web server may download a cookie to your computer.  A cookie is a small piece of information sent by our server to your browser.  Cookies do not contain personal information about you but can identify a user's browser.  We use cookies to capture information about a user's browser. If you do not wish to receive cookies, you may set your browser to refuse them.

6 Can I choose to remain anonymous?

We automatically gather anonymous information to monitor use. For example, the numbers and frequency of visitors to our website.  This collective data helps us determine how our audiences use parts of our website, so we can improve our services.  We may publish or provide this aggregate data to other people or organisations.

If you are receiving aged care or health services from us, it is not practical for you to remain anonymous because we need to keep a record of the care and services provided to you.

We may be able to accommodate you using a pseudonym. However, if you choose not to provide your real identity this may impact the quality of the services provided to you and relevant billing and claiming.

If you wish to use a pseudonym that is linked confidentially to your real identity, please let us know and we will discuss with you any arrangements that can be made.

7 How do we use and disclose personal information?

We may use and disclose personal information for the particular purpose for which it was collected (Primary Purpose). 

For customers, this will include the use and disclosure necessary to provide retirement and aged care services including accommodation, and where relevant, health care or wellness services. We may use or disclose your personal information:

  1. to staff or other service or healthcare providers involved in providing services to you or your care (including your general practitioner, nurses, physiotherapists, occupational therapists) or administrative staff (involved in preparation of documentation, billing and other administrative and management duties);
  2. in assessing whether you are eligible to be admitted to one of our retirement living, home care or residential aged care services;
  3. to Medicare, the Department of Social Services or your private health insurer for the purposes of billing;
  4. to government authorities for the purposes of providing aged care or health services;
  5. to funding bodies and government agencies;
  6. to a member of your family, a carer, a close friend, your authorised representative or responsible person, next of kin, your nominated emergency contact person or the police; or
  7. any third party that you request or authorise us to.

For prospective employees, this may be for assessing and processing employment applications. 

We will only generally use or disclose personal information collected for a Primary Purpose. However, it may be necessary in some cases to disclose personal information for a secondary purpose, including:

  1. if we have your consent;
  2. if required for the management of our services. For example:
    • billing or debt-recovery, service-monitoring, funding, complaint-handling, incident reporting, developing and planning services, evaluation and improvement, quality assurance or audit activities, and accreditation activities;
    • education and training of our staff (who may not be our employees), where de-identified information is not sufficient for this purpose; and
    • disclosure to our advisors and contractors who provide services to us, for example IT and database management service providers.
  3. for research, compilation or analysis of statistics;
  4. if use or disclosure is necessary to lessen or prevent a serious or imminent threat to someone's life, health or safety or a serious threat to public health and safety; or
  5. if we are required or authorised by or under an Australian law or a court or tribunal order.

8 Data quality

We will take reasonable steps to ensure that the personal information we collect is accurate, complete, up to date and relevant to the purpose for which it is to be used, both at the time of collection and use.

9 How do we hold personal information and keep it secure?

All personal information collected is securely stored on our electronic databases. In some instances, it may also be held in hard copy files in secure and locked facilities in Australia.

We will take reasonable steps to ensure that the personal information we hold is protected from misuse, loss, interference, unauthorised access, modification or disclosure.

We will notify you, as soon as reasonably practicable, if we find that there has been any unauthorised access, disclosure or loss of your personal information that is likely to result in serious harm to you.

10 Openness

If requested, we will let you know what kind of personal information of yours we hold, for what purpose, and how we handle that information. We will also make this Policy available to anyone who requests a copy of it.

11 How can I access or correct my personal information?

You can request access to your personal information held by us, upon written request to our Privacy Officer. We may charge reasonable costs for carrying out your request. To obtain access to your personal information, you must provide us with proof of identity. This is necessary to ensure that your personal information is provided only to the correct individuals and that the privacy of others is protected.

If, upon receiving access to your personal information or at any other time, you believe your personal information is inaccurate, incomplete or out of date, you can notify our Privacy Officer to correct your personal information. We will take reasonable steps to correct the information so that it is accurate, complete and up to date.

We may decline a request for personal information in circumstances prescribed in the Act. If so, we will give you a written notice setting out the reasons for refusal and the complaint mechanisms available to you.

12 Do we disclose personal information overseas?

We may disclose personal information to entities outside of Australia, in which case we will take all steps that are reasonable in the circumstances to ensure that the overseas recipient does not breach the Australian Privacy Principles, unless we reasonably believe the disclosure is necessary or authorised by Australian law.

13 Do we use your personal information for direct marketing and can you opt out?

There may be occasions where personal information is used for direct marketing purposes including direct contact, telephone enquiries, email, SMS, letters, internet and web interactions, surveys and other forms of communication. Any such use will be limited to circumstances where you would reasonably expect us to use or disclose your personal information for that purpose and it has been collected from you, or if you have otherwise consented or requested this information.

You have the right:

  1. to contact us to ‘opt-out’ of receiving direct marketing communications; or
  2. to request that we provide the source of your personal information where reasonable and practicable.

If you have consented to us providing direct marketing to you and you wish to stop receiving such marketing, please contact us on the details set out in this Policy or provided in the marketing communication.

14 How can I complain about the handling of my personal information?

If you believe we have at any time breached this Policy, you may lodge a written complaint with our Privacy Officer on the contact details in this Policy.

We will endeavour to acknowledge your complaint within 14 days of its receipt, and to make a determination on the complaint within 30 days of its receipt.

15 Contact details and further information

Privacy Officer

Level 3, 44 Musk Avenue Kelvin Grove QLD 4059

Phone: (07) 3251 6200

Email: privacy@boltonclarke.com.au

Further information about the Australian Privacy Principles and the application of the Act to us can be found at the website of the Office of the Australian Information Commissioner at http://www.oaic.gov.au.

16 Monitoring and review

This Policy will be reviewed every two years or when changes to legislation and regulation or the operating environment occur.

Privacy collection notice

Members of the Bolton Clarke Group, being RSL Care RDNS Limited ABN 90 010 488 454, Royal District Nursing Service Limited ABN 49 052 188 717 and RDNS HomeCare Limited ABN 13 152 438 153 (we, us, our) collect personal information about individuals for a range of purposes to enable us to carry out our functions. We acknowledge and respect the privacy of individuals.

Our privacy policy is available on our website at https://www.boltonclarke.com.au/about-us/our-policies/. If you would prefer a printed version, please let us know by contacting us on (07) 3251 6200 or privacy@boltonclarke.com.au.


Further details about the collection of your personal information are provided below:

Who is collecting your personal information?

Members of the Bolton Clarke Group, being RSL Care RDNS Limited ABN 90 010 488 454, Royal District Nursing Service Limited ABN 49 052 188 717 and RDNS HomeCare Limited ABN 13 152 438 153.

Collection of your personal information

Your personal information is collected:

a) from you when you provide personal information to us, including by completing agreements, applications, forms, surveys, competitions and questionnaires or you communicate with us by taking part in a discussion or forum or by email, telephone, in writing or in person;

b) when care is provided and when you report information to our staff including about your health;

c) from a member of your family, a carer, a close friend, your authorised representative or responsible person, next of kin, your nominated emergency contact person or the police, each of whom may be able to provide us with information relevant to you where it is unreasonable or impracticable to collect information directly from you;

d) from third parties, including other service providers or health professionals;

e) from relevant government departments, such as Medicare, the Department of Health and the Department of Social Services or your health insurer;

f) from third parties who you have asked to provide your personal information to us, including references or referrals; and

g) from you when you wish to be an employee, supplier or contractor of ours.

Authority for collection

As a retirement and aged care service provider, the Aged Care Act 1997 (Cth) and the Aged Care Principles, require us to collect personal information in certain circumstances. Where we provide health care services to you, we are required to collect and keep records of customers receiving our services.

We will handle any personal information collected in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles and applicable State and Territory health records legislation.

When you apply for employment or engagement with us, we are required to collect and verify information about you such as your suitability, employment history, licences and qualifications.

Why do we collect your personal information?

We collect your personal information to provide retirement, aged care and health services to you. We also use the information for training and the management of our services.

For contractors and suppliers, we collect your personal information to assess your suitability, qualifications, licences and insurance details and, if applicable, subsequently administering and managing our engagement of you. For prospective employees, we collect your personal information to assess your suitability for the position for which you have applied.

What would happen if we did not collect your personal information?

If your personal information is not collected, we may not be able to provide the service, assistance, engagement or employment you seek.

Who will we disclose your personal information to?

Depending on the service or assistance sought, we usually disclose personal information to the following types of people or organisations:

a) funding and government departments such as the Department of Health, the Department of Social Services, Queensland Health, New South Wales Ministry of Health and Department of Communities, Child Safety and Disability Services;

b) to a member of your family, a carer, a close friend, your authorised representative or responsible person, next of kin, your nominated emergency contact person or the police;

c) to staff or other service or health providers involved in providing services to you or your care (including nurses, physiotherapists, occupational therapists) or administrative staff (involved in preparation of documentation, billing and other administrative and management duties); and

d) any third party that you request or authorise us to. For prospective employees, contractors and suppliers, we may disclose your information to third parties to assist us in considering you for a position (including suitability) and, if applicable, subsequently administering and managing our engagement or employment of you. For employees, we disclose your employment information when requested by another employer if you record us as a referee on your application with them.

We also disclose your personal information if required by or authorised by or under an Australian law or a court or tribunal order.

Access to and correction of your personal information

Our privacy policy contains information about how you may access and seek correction of personal information about you that we hold.

Privacy complaints

Our privacy policy contains information about how you may complain about a breach of the Australian Privacy Principles and how we deal with complaints.

Contact details

Our Privacy Officer handles any enquiries, requests and complaints relating to the Privacy Act. Our Privacy Officer can be contacted by:

Post: Level 3, 44 Musk Avenue, Kelvin Grove, QLD 4059

Phone: (07) 3251 6200

Email: privacy@boltonclarke.com.au

Overseas disclosure of your personal information

Generally, we do not disclose personal information to entities outside of Australia. However, if we need to disclose your personal information to an overseas recipient, we will take reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles, unless we reasonably believe the disclosure is necessary or authorised by Australian law or a court or tribunal order.

Vendor Terms

Download our vendor terms here:

Vendor Purchase order terms.pdf

Translation standard

Many people in Australia were born overseas and don’t speak English at home.  Many of these older people cannot read English because of a lack of school education and opportunity.   Poor language skills in English can be a barrier to getting health information and lead to poorer health outcomes. At Bolton Clarke we want to provide translated and easy to understand information wherever possible in many languages.

In order to provide easy to understand information Bolton Clarke has developed a Translation Standard.  The standard ensures that our translations are of good quality and information is easy to understand.  It was developed together with our consumers, staff and other organisations.

The Translation Standard

Our Translation Standard has 10 steps to ensure of translation is of good quality and can be understood by people with low levels of school education. The Translation Standard can assist consumers to make better choices and decisions about their health and care.

The 10 steps of translating information

The following are the 10 steps of the Translation Standard that help produce good quality information:

  • Develop the English text and/or test the translation with members of the target Language other than English-speaking community.
  • Undertake a cultural and linguistic assessment of the English text in preparation for its translation.
  • Undertake a subject matter expert assessment of the English text as appropriate.
  • Organise for the English text to be translated by a professional translator.
  • Undertake a cultural and linguistic assessment of the translation.
  • Organise for the translation to be proofread by a professional translator.
  • Include the title of the text in English on the translation.
  • Include the name of the target language in English, on both the English text and the translation.
  • Distribute the translation in bilingual format – English and Language other than English.
  • Date, monitor, evaluate and update the English text and the translation as part of an ongoing review program.

The Tick Symbol

All translations produced at Bolton Clarke are developed against the Translation Standard.

The Translation Standard is shown by a tick symbol.  This symbol is made up of 10 circles representing each of the steps of the Translation Standard.  When the tick is displayed on a translation it shows users that the product has been developed following the 10 steps.

The Translation Standard and the tick symbol are registered as a trademark in Australia and New Zealand.  If you are interested in learning more about the Translation Standard call 1300 563 448

The following are published articles on Translation Standard:

  • Michael J, Aylen T, Ogrin R. Development of a Translation Standard to support the improvement of health literacy and provide consistent high-quality information. Australian Health Review. 2013;37(4):547–551 http://www.publish.csiro.au/ah/AH13082
  • Goeman D, Michael J, King J, et al. Partnering with consumers to develop and evaluate a Vietnamese Dementia Talking-Book to support low health literacy: a qualitative study incorporating co-design and participatory action research. BMJ Open 2016; http://bmjopen.bmj.com/content/bmjopen/6/9/e011451.full.pdf