ACME Orthopaedics (“we,” “us,” or “our”) is committed to protecting the privacy and confidentiality of personal information entrusted to us by our patients and website visitors. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website at https://acmeortho.com.sg/ or engage with our medical services.
This Privacy Policy complies with the Personal Data Protection Act 2012 (PDPA) of Singapore and the Ministry of Health (MOH) guidelines for medical practitioners.
By using our website or services, you acknowledge that you have read and understood this Privacy Policy.
ACME Orthopaedics
Mount Elizabeth Novena Specialist Centre
38 Irrawaddy Road, #05-36
Singapore 329563
Email: [email protected]
Phone: +65 6956 6588 (24 hours) (Calls/Messages)
WhatsApp: +65 8877 3318 (24 hours)
Operating Hours:
Monday – Friday: 9am – 5pm
Saturday: 9am – 12:30pm
Sunday & Public Holidays: Closed
Contact Information
ACME Orthopaedics
Mount Elizabeth Novena Specialist Centre
38 Irrawaddy Road, #05-36
Singapore 329563
Email: [email protected]
Phone: +65 6956 6588 (24 hours) (Calls/Messages)
WhatsApp: +65 8877 3318 (24 hours)
Operating Hours:
Monday – Friday: 9am – 5pm
Saturday: 9am – 12:30pm
Sunday & Public Holidays: Closed
Information We Collect
Personal Information
When you interact with our clinic or website, we may collect the following types of personal information:
Patient Information:
- Full name, NRIC/FIN/Passport number
- Date of birth and gender
- Contact details (address, phone number, email address)
- Emergency contact information
- Medical history and health records
- Diagnosis, treatment plans, and clinical notes
- Diagnostic images and test results
- Medication records and allergies
- Insurance information and payment details
Website Information:
- Name and email address (when you submit forms or enquiries)
- Phone number (when you request appointments or contact us)
- IP address and browser information
- Pages visited and time spent on our website
- Referring website addresses
- Device information
Sensitive Personal Data
As a medical clinic, we handle sensitive personal data related to your health. Collection of medical information is necessary for the provision of appropriate healthcare services and is processed in accordance with medical confidentiality obligations and applicable laws.
How We Collect Information
We collect personal information through various means:
Direct Collection:
- Patient registration forms (physical and online)
- Medical consultations and examinations
- Telephone, email, or WhatsApp communications
- Appointment booking systems
- Feedback and enquiry forms on our website
Indirect Collection:
- Referrals from other healthcare providers
- Medical reports from diagnostic facilities
- Insurance providers (with your consent)
- Publicly available sources when necessary for medical care
Automatic Collection:
- Cookies and similar tracking technologies on our website
- Server logs and analytics tools
How We Use Your Information
We use your personal information for the following purposes:
Medical Care Purposes
- Providing diagnosis, treatment, and ongoing medical care
- Maintaining accurate and up-to-date medical records
- Communicating with you about your treatment and care plans
- Scheduling and managing appointments
- Prescribing medications and arranging follow-up care
- Coordinating care with other healthcare providers when necessary
- Emergency medical situations requiring immediate action
Administrative Purposes
- Processing payments and managing billing
- Verifying insurance coverage and processing claims
- Managing clinic operations and patient administration
- Responding to enquiries and service requests
- Sending appointment reminders and clinic announcements
- Managing waiting lists and cancellations
Legal and Regulatory Purposes
- Complying with legal obligations and regulatory requirements
- Responding to legal processes and government requests
- Maintaining records as required by MOH regulations
- Protecting our legal rights and interests
- Investigating and preventing fraud or misconduct
Quality Improvement
- Conducting clinical audits and quality assurance
- Analysing treatment outcomes for service improvement
- Training and professional development of medical staff (with anonymised data where appropriate)
Communication Purposes
- Sending health-related information and educational materials (with your consent)
- Providing updates about our services and clinic operations
- Responding to feedback and concerns
We will not use your personal information for purposes other than those stated above without obtaining your consent, unless permitted or required by law.
Disclosure of Your Information
We may disclose your personal information to the following parties in accordance with applicable laws:
Healthcare Providers
- Specialist doctors, allied health professionals, and other medical practitioners involved in your care
- Diagnostic laboratories and imaging centres
- Hospitals and medical facilities for admissions or procedures
- Pharmacies for medication dispensing
- Physiotherapists, occupational therapists, and other treatment providers
Service Providers
- Medical billing and claims processing companies
- IT service providers managing our systems and data storage
- Appointment scheduling and patient management system providers
- Medical transcription services (subject to confidentiality agreements)
- Professional advisers (lawyers, accountants, auditors)
Regulatory and Legal Entities
- Ministry of Health (MOH) and other regulatory authorities
- Singapore Medical Council when required
- Insurance companies (with your authorisation)
- Law enforcement agencies when legally required
- Courts and legal processes as mandated by law
Third Parties with Your Consent
- Family members or carers designated by you
- Employers or schools (for medical reports with your authorisation)
- Insurance providers for claims processing
- Other parties as specifically authorised by you
All third parties receiving your personal information are required to maintain confidentiality and handle your data in accordance with the PDPA and applicable regulations.
Data Security
We implement appropriate technical and organisational measures to protect your personal information against unauthorised access, disclosure, alteration, or destruction:
Physical Security:
- Secure clinic premises with restricted access
- Locked storage for physical medical records
- Controlled access to patient areas
Technical Security:
- Encrypted data transmission and storage
- Secure servers with firewall protection
- Regular security updates and patches
- Access controls and authentication systems
- Regular data backups
Administrative Security:
- Staff training on data protection and confidentiality
- Confidentiality agreements with employees and contractors
- Regular reviews of security policies and procedures
- Incident response protocols
Whilst we strive to protect your personal information, no method of transmission or storage is completely secure. We cannot guarantee absolute security but commit to maintaining reasonable security measures consistent with industry standards.
Data Retention
We retain your personal information for as long as necessary to fulfil the purposes outlined in this Privacy Policy, unless a longer retention period is required or permitted by law.
Medical Records: In accordance with MOH guidelines, medical records are typically retained for a minimum period as follows:
- Adult patient records: Minimum 6 years from the date of last entry
- Paediatric patient records: Until the patient reaches 21 years of age, or 6 years from the last entry, whichever is longer
- Records may be retained longer when clinically necessary or required by law
Other Information:
- Billing and financial records: As required by tax and financial regulations
- Website data and analytics: Typically retained for operational periods unless deleted earlier
- Communications: Retained as necessary for correspondence records
When personal information is no longer required, it will be securely destroyed or anonymised in accordance with our data retention and disposal policies.
Your Rights Under the PDPA
Under the Personal Data Protection Act 2012 (PDPA), you have the following rights:
Right to Access
You may request access to your personal information held by us, including your medical records. We will provide you with a copy within a reasonable timeframe, subject to any applicable fees.
Right to Correction
You may request correction of inaccurate or incomplete personal information. We will make reasonable efforts to correct the information within 30 days of your request.
Right to Withdraw Consent
Where we process your personal information based on consent, you may withdraw your consent at any time. Please note that withdrawal may affect our ability to provide certain services, particularly medical care.
Right to Data Portability
You may request transfer of your medical records to another healthcare provider in a commonly used format, subject to administrative fees and verification procedures.
How to Exercise Your Rights
To exercise any of these rights, please contact us using the details provided in this Privacy Policy. We may require verification of your identity before processing your request. Requests will be handled in accordance with PDPA requirements and medical professional obligations.
Note: Certain limitations may apply to these rights under the PDPA and healthcare regulations, such as when disclosure may compromise another individual’s privacy or is restricted by law.
Cookies and Tracking Technologies
Our website uses cookies and similar tracking technologies to enhance user experience and analyse website performance.
Types of Cookies We Use
Essential Cookies:
- Required for website functionality and navigation
- Cannot be disabled without affecting website operation
Analytics Cookies:
- Help us understand how visitors use our website
- Collect anonymous information about pages visited and user behaviour
- Used to improve website design and content
Functional Cookies:
- Remember your preferences and settings
- Enhance website functionality and user experience
Managing Cookies
You can control and manage cookies through your browser settings. Please note that disabling certain cookies may affect website functionality. Most browsers allow you to:
- View cookies stored on your device
- Delete cookies individually or all at once
- Block cookies from specific websites or all websites
- Set preferences for cookie acceptance
For more information about managing cookies, please refer to your browser’s help documentation.
Third-Party Links
Our website may contain links to third-party websites, including medical resources, insurance providers, or healthcare organisations. We are not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of any third-party websites you visit.
Children’s Privacy
Our clinic provides paediatric orthopaedic services and may collect personal information about children. When treating patients under 21 years of age, we obtain consent from parents or legal guardians where required by law.
Parents and guardians may exercise rights on behalf of their children, including accessing medical records and requesting corrections to personal information.
International Data Transfers
Your personal information is primarily stored and processed in Singapore. In limited circumstances, information may be transferred outside Singapore for specific purposes such as specialist consultations or medical conferences. When such transfers occur, we ensure appropriate safeguards are in place to protect your information in accordance with the PDPA.
Changes to This Privacy Policy
We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other operational needs. The updated policy will be posted on our website with a revised “Last Updated” date.
Significant changes will be communicated through:
- Website notification or banner
- Email notification to registered patients (where applicable)
- Notice at our clinic reception
We encourage you to review this Privacy Policy periodically to stay informed about how we protect your information.
Complaints and Concerns
If you have concerns about how we handle your personal information or wish to make a complaint, please contact us using the details provided above. We will investigate your concern and respond within a reasonable timeframe.
If you are not satisfied with our response, you may lodge a complaint with the Personal Data Protection Commission (PDPC) of Singapore:
Personal Data Protection Commission
10 Pasir Panjang Road
#03-01 Mapletree Business City
Singapore 117438
Website: https://www.pdpc.gov.sg
Email: [email protected]
Consent
By using our website or engaging with our medical services, you consent to the collection, use, and disclosure of your personal information as described in this Privacy Policy.
For medical treatment, your consent to treatment includes consent to the collection and use of your medical information for the purposes of providing appropriate healthcare services.
You may withdraw your consent at any time by contacting us, subject to legal or contractual restrictions and reasonable notice.
Contact Us
If you have any questions, concerns, or requests regarding this Privacy Policy or our data protection practices, please contact us:
Data Protection Officer
ACME Orthopaedics
Mount Elizabeth Novena Specialist Centre
38 Irrawaddy Road, #05-36, Singapore 329563
Email: [email protected]
Phone: +65 6956 6588
WhatsApp: +65 8877 3318
We are committed to addressing your privacy concerns and will respond to your enquiries promptly.