Privacy Policy
Joelleen IBCLC Last updated: 4 November 2026
At Joelleen IBCLC, your privacy and the confidentiality of your health information are important to me.
As an International Board Certified Lactation Consultant (IBCLC), Endorsed Midwife and Naturopath, I collect and manage personal and health information to provide safe, individualised care to you and your baby.
This Privacy Policy explains how your information is collected, used, stored and protected, including my use of Heidi Health, an AI-assisted clinical documentation platform.
1. Personal and Health Information
When you book or attend a consultation, I may collect information including:
Your name, contact details and date of birth.
Your baby's name, date of birth and relevant health information.
Pregnancy, birth, medical and breastfeeding history.
Feeding concerns, clinical observations and consultation notes.
Relevant medications, supplements, investigations and referrals.
Appointment, payment and Medicare information.
Information you provide through online forms, emails or other communications.
I only collect information reasonably necessary to provide my services, manage your appointments and meet my professional and legal obligations.
2. How Your Information Is Used
Your personal and health information is used to:
Assess and provide individualised breastfeeding, midwifery and naturopathic care.
Maintain accurate and confidential clinical records.
Develop feeding plans and recommendations.
Manage appointments, payments, receipts and eligible rebates.
Communicate with you about your care.
Coordinate with other healthcare professionals, with your consent or where otherwise authorised by law.
Meet relevant professional, regulatory and legal requirements.
Your health information is not sold or used for unrelated marketing purposes.
3. Use of Heidi AI for Clinical Documentation
I use Heidi Health, an AI-assisted clinical documentation platform, to help transcribe consultations and prepare accurate clinical notes, summaries and individualised feeding plans.
With your consent, Heidi may process the conversation during your consultation and convert relevant information into written clinical documentation.
This allows me to spend more time listening, observing and supporting you and your baby, rather than typing notes throughout our appointment.
How Heidi is used:
Heidi processes consultation information to assist with clinical documentation.
Transcripts and generated notes may be stored securely within the Heidi platform according to my account settings.
Audio is generally processed for transcription and deleted after processing, unless a recording or dictation storage feature is enabled.
I review and remain professionally responsible for the accuracy of clinical notes and recommendations.
Heidi does not independently make clinical decisions about your care.
Heidi states that patient health information is not used to train its AI models.
Heidi uses security measures including encryption and access controls. Information may be processed by authorised technology providers, including providers operating outside Australia, subject to applicable privacy protections.
You can read more about Heidi's handling of information in the Heidi Health Privacy Policy.
Your consent matters. I will seek your consent before using Heidi during your consultation. If you prefer not to have AI-assisted transcription used, please let me know. Your consultation can proceed without it, and I will document your care using an alternative method.
4. Storage and Security of Clinical Records
Clinical information is maintained electronically using systems selected to support confidential record keeping and practice administration.
I take reasonable steps to protect your information from unauthorised access, loss, misuse or disclosure, including appropriate access controls, passwords and secure technology providers.
Clinical records are retained for the periods required under applicable Victorian and Australian laws and professional obligations.
Information may be held by authorised service providers involved in clinical documentation, appointment management, communication and record storage.
5. Online Bookings, Consultations and Payments
Appointments are managed through Acuity Scheduling, and payments may be processed through Stripe.
When you book online, these services may collect and process information necessary to manage your appointment, intake forms, payments and confirmations.
Online consultations are conducted using Google Meet. I take reasonable steps to maintain confidentiality during these appointments and ask that you attend from a private location where possible.
Third-party providers handle information according to their own privacy policies and applicable agreements.
6. Website, Analytics and Email Communications
My website, www.jwp.care, is hosted by Squarespace.
The website may collect limited technical information, including website activity, device information and cookies, to support functionality and understand how visitors use the site.
I may use analytics services, including Google Analytics, to monitor website performance.
If you subscribe to my newsletter or download a resource that includes an email subscription, your contact information may be managed through Flodesk.
Marketing emails are separate from clinical care communications. You can unsubscribe from marketing emails at any time using the link provided.
7. Sharing Your Information
Your personal and health information is treated confidentially.
Information may be shared where reasonably necessary and permitted by law, including:
With healthcare professionals involved in your care, with your consent or other lawful authority.
With Medicare, private health insurers or relevant payment providers where required for an authorised claim or transaction.
With trusted technology providers supporting clinical documentation, bookings and practice administration.
Where disclosure is required or authorised by law, including relevant professional or regulatory obligations.
I do not share your identifiable clinical information with third parties for advertising purposes.
8. Accessing or Correcting Your Information
You may request access to the personal and health information I hold about you or your child, subject to applicable legal requirements.
If any information is inaccurate or incomplete, you may request a correction.
Requests can be made using the contact details below. I will respond within a reasonable timeframe and explain if any legal restrictions apply.
9. Retention and Disposal of Information
Clinical records are retained in accordance with applicable health records legislation and professional requirements.
When information is no longer required and there is no legal obligation to retain it, reasonable steps will be taken to securely delete or de-identify it.
You may request deletion of information, although certain clinical records must be retained for legally prescribed periods.
10. Privacy Concerns and Complaints
If you have any questions about how your information is handled, or wish to raise a privacy concern, please contact me directly.
I will take privacy concerns seriously, investigate where appropriate and respond within a reasonable timeframe.
If your concern remains unresolved, you may contact the Office of the Australian Information Commissioner or the Office of the Victorian Information Commissioner, as appropriate.
11. Contact Details
Joelleen IBCLC
Joelleen Winduss Paye
IBCLC Lactation Consultant | Endorsed Midwife | Naturopath
House of Health
18 Young Street
Moonee Ponds VIC 3039
Website: www.jwp.care
Email: hello@jwp.care
12. Updates to This Policy
This Privacy Policy may be updated periodically to reflect changes in clinical practice, technology, legal requirements or the services I use.
The current version will be available on this website.