Privacy Notice

This notice outlines how Medical Response Industries (MRI) collects, uses, stores, and shares your personal and health information. We are committed to safeguarding your privacy and complying with the Privacy Act 2020, the Health Information Privacy Code 2020, and other relevant legislation.

We may update this Privacy Notice to reflect changes in law, industry practices, or our service delivery. This notice does not override any other rights or responsibilities you or MRI may have under existing agreements.

What information we collect:

"Personal information" means any information that can identify you as an individual.

"Health information" includes any details about your health, disabilities, or medical history. In this notice, "information" refers to both personal and health information.

How we collect information:

We may collect information when:

• You (or someone on your behalf) request our assistance at an event
• We assess, treat, or transport you
• You call or email us directly
• You enrol in our services (e.g., event medical cover, training, or health advisory)
• You fill out an online form, give feedback, or lodge a complaint
• You apply for a job, volunteer, or contract with us
• You donate or provide information via fundraising efforts

The information we collect may include:

• Your name, contact details, and NHI number
• Details of your health condition and treatment provided by MRI
• Event-related data such as injury type, care pathway, and outcome
• Information shared with us from your GP, hospital, or another provider
• Clinical data from shared care databases such as Indici or HealthOne

How we store your information:

Your information may be stored securely on paper or in encrypted electronic systems. Health records are retained for at least 10 years and then securely destroyed. We take all reasonable steps to prevent loss, unauthorised access, or misuse of your information. This includes access control, audit trails, and adherence to data security protocols.

How we use your information:

We use your personal and health information to:

• Identify and treat you
• Document and monitor the care we provide
• Share clinical details with other healthcare providers as needed for ongoing care
• Ensure the safety of our staff and patients
• Conduct training, clinical audits, and continuous quality improvement
• Administer billing and manage services provided
• Carry out research (with ethical oversight)
• Contact you for feedback or relevant service updates
• Manage risks, comply with the law, or resolve disputes

Your information may also be used in anonymised form for service planning, reporting, and quality improvement initiatives.

Accessing and correcting your information:

You have the right to access and request correction of your personal or health information. To do so, please contact us in writing:

Please include your full name, contact details, and a clear description of the information you're requesting or want corrected. We may require proof of identity before processing your request.

Acting on behalf of someone else:

If you are requesting information on behalf of someone else, you must provide appropriate legal documentation or authorisation.

Sharing your information:

We only share information when it is lawful and appropriate to do so. This may include:

• Your whānau or emergency contacts (with your consent or when necessary)
• Hospitals, GPs, and other healthcare professionals involved in your care
• Emergency services and health authorities (e.g., Health NZ, ACC)
• Law enforcement or regulatory agencies (where required by law)
• When required for public health and safety, or safeguarding vulnerable individuals

If your information is shared overseas (e.g., for data processing or storage), we ensure that privacy protections consistent with New Zealand law are in place.

Marketing and fundraising:

MRI does not use health information for direct marketing purposes. If you provide contact information for feedback, volunteering, or training, you may receive updates from us. You can opt out of marketing communications at any time.

Website and digital data:

When visiting our website or completing online forms, we may collect basic information (e.g., your IP address, browser type, and pages visited) for analytics and security. Cookies may be used to enhance your online experience.

Ambulance and patient records:

When MRI provides pre-hospital care:

• Records may be captured on paper or secure electronic systems
• We may securely share relevant treatment information with hospitals or GPs to support continuity of care
• If you are not transported, we may share your care summary with your GP if appropriate and with your consent
• A summary of your care may be accessible to you via a secure portal (if available)

Resolving privacy issues:

If you have a concern about your privacy or how your information has been handled, please contact our Privacy Officer. MRI has an internal complaints process and we will acknowledge and investigate your concern.

If you are not satisfied with our response, you can contact the Office of the Privacy Commissioner:

What is HealthOne:

Please note that MRI is contributing to, and accessing healthcare information from HealthOne

HealthOne is a South Island based secure electronic record that allows registered healthcare providers directly involved in your healthcare, to quickly access information such as your test results, allergies, medications, GP summaries and hospital information. HealthOne adheres to the principles of the Privacy Act 2020 as well as the Rules set out in the Health Information Privacy Code 2020. Access is only possible via an approved highly secure healthcare information network which is regularly audited and tested. Privacy auditing is used to check that only those directly involved in your care are accessing your information.

To find out more about HealthOne please visit https://healthone.org.nz/

Please note that you are entitled to restrict the sharing of your healthcare records by contacting 0508 837 872 or emailing HealthOne.privacy@pegasus.health.nz