Privacy Policy – Practice Plus

Last updated: May 2026

Practice Plus is committed to protecting your privacy and the security of your personal and health information. This Privacy Policy explains how we collect, use, store, and share information when you use Practice Plus services, including online consultations.

We comply with the Health Information Privacy Code 2020 (including Amendment No. 2, March 2026) and the Privacy Act 2020 (including the Privacy Amendment Act 2025, in force 1 May 2026).

1. Who we are

Practice Plus Limited Partnership is a New Zealand‑based telehealth service providing episodic and acute/semi‑acute care as an extension of general practice.

Contact details: Email support@practiceplus.nz | Phone 0800 PRAC PLUS | Privacy Officer: General Manager, Practice Plus

2. What information we collect

We collect personal information such as your name, date of birth, gender, address, ethnicity, citizenship, NHI number, and contact details, as well as health information you share during consultations, information about services provided to you, and payment details related to consultation fees.

3. Information we collect from other sources (indirect collection)

In some situations, we collect health information about you from third parties rather than directly from you. This may include information from your enrolled general practice, other health providers involved in your care, Health New Zealand (for NHI or eligibility purposes), or a third party booking an appointment on your behalf. This information is collected to support informed, safe, and continuous care.

4. Why we collect and use your information

We collect and use your information to provide healthcare services, ensure continuity of care with your enrolled GP practice, assign or update your NHI number and determine eligibility for publicly funded services, support prescriptions, referrals, follow‑up care, and service payments, and improve quality, safety, and planning of health services.

5. How we share information

Your information may be shared with health professionals directly involved in your care, your enrolled GP practice following your consultation (unless you ask us not to), Health New Zealand for service evaluation, planning, and payment purposes (with only a diagnosis code shared), government agencies where permitted or required by law, and authorised auditors. We do not sell health information.

6. How we notify you about information collection

We notify patients about how their information is collected and used at the time a profile is created or an appointment is booked. Where this Privacy Policy is updated and applies to existing patients, notification may also be provided by email. If an appointment is booked on your behalf, we take reasonable steps to ensure you are informed before your consultation.

7. Artificial intelligence (AI) tools

Some consultations may use AI‑assisted note‑taking tools to support clinicians by transcribing or summarising consultation notes. These tools do not make clinical decisions. Patients may opt out at any time by informing their clinician at the start of the appointment, in which case notes are taken manually.

8. Overseas processing and data storage

We generally store health information in New Zealand. Where information is processed offshore by secure cloud‑based service providers or AI tools, we assess whether the destination country has comparable privacy protections and ensure appropriate contractual and technical safeguards are in place.

9. Your rights

You have the right to access the health information we hold about you, request corrections, and ask who has accessed or updated your record where audit logs exist. Proof of identity may be required. Requests are responded to within 20 working days. If a correction is not accepted, you may request a statement of disagreement to be added to your record.

10. Cookies

The Practice Plus website uses cookies to support website functionality and improve user experience. We do not use cookies for advertising or targeting purposes. Cookie settings can be managed through your browser or device.

11. Privacy breaches

If a privacy breach is likely to cause serious harm, we will notify affected individuals and the Office of the Privacy Commissioner as required by law.

12. Complaints

If you have concerns about how your information is handled, please contact Practice Plus. If you are not satisfied with our response, you may contact the Office of the Privacy Commissioner at privacy.org.nz or on 0800 803 909.

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