Medical & Data Safety



We understand how important your privacy and confidentiality are to you, and we want you to know that we take them just as seriously. As part of our commitment to your care, we follow all legal obligations with respect to patient confidentiality, and your health information is only used to ensure your treatment is as safe, customized, and appropriate as possible, as well as to ensure continuity of your care.

We want you to feel completely secure when sharing your clinical details and photographs with us, and we will never share this information with anyone outside our clinical team without your written consent, in accordance with our Privacy Policy. We never use photos for marketing purposes unless you give us your express written permission, after viewing the images.


Your privacy and confidentiality are always our top priority, and we are committed to keeping your information secure. We take the following measures to keep your private health information secure.

All forms containing personal health information (including photographs) are encrypted, transmitted, and stored in accordance with the HIPAA Security Rule, which is typically used as the international standard for the physical and electronic safeguards required for the management of Protected Health Information.

Our HIPAA-compliant medical questionnaire is not housed on our website, so marketing platforms like Google, Meta, or Stripe that use tracking technologies cannot access your personal health information. You can read more about this HERE.

To ensure the highest level of security, we use a HIPAA-compliant, dedicated telehealth system for video consults, rather than standard video conferencing platforms like Zoom, Teams, or Facetime. We also do not record audio or video during your consult.

Your personal health information is stored in a secure HIPAA-compliant patient records platform, and text communications via our Text Support Line are encrypted using 256 bit SSL technology to prevent others from intercepting and reading any information during transit.

Our platform also uses a Domain Validated Security Certificate, which provides extra protection against someone attempting to impersonate it.

Deleting medical records

As with any medical record, we are obliged to store your records, including photographs, for ten years (or ten years from the year you turned 18, if you are a child). Inactive patient files (including photographs and correspondence) are archived in our secure patient records system.


We cannot legally provide details of treatment or payments, to anyone other than the person who has registered a profile in our system (unless that person is aged less than 18 years, and their parent/guardian is a payee on their account).


Compounded treatments are available from National Custom Compounding (NCC), based in QLD. NCC is a registered with Queensland Health as a Section 90 Community Pharmacy and Compounding Pharmacy.

NCC is a member of the Pharmacy Guild of Australia, the Professional Compounding Chemists of Australia, the Alliance of Pharmacy Compounding, and Australian Society of Compounding Pharmacists.

All pharmacists have current registered with the Pharmacy Board of Australia through AHPRA.

The business operates in line with Quality Care Pharmacy Practice (QCPP), a quality control system that covers compounding requirements and process. QCCP uses the standard outlined in AS/NZS 85000:2011. The program is administered by the Pharmacy Guild of Australia and audited bi-annually by Ernest & Young. Due to the complex compounding of NCC, the pharmacy also chooses to follow international best practice and guidelines.

NCC complies with the Standards and Guidelines of:

  • Standards Australia AS 1807:2021
  • Australian Standard AS 85000:2017
  • PIC/S Guide for Preparation of Medicine in Healthcare Establishments
  • United States Pharmacopeia (USP) Chapters 795, 797 and 800
  • Pharmacy Board of Australia Codes, Guidelines and Policies
  • PSA (Pharmaceutical Society of Australia) Pharmacist Standards
  • Queensland Health Medicines and Poisons (Medicines) Regulation 2021 (MPMR)

You can download the NCC Quality Assurance Document, HERE.


Our founder, PhD scientist Dr. Michele Squire, together with Mr Matthew Bellgrove, a registered pharmacist who’s skilled in compounding topical treatment drugs, have worked tirelessly to develop our customisable treatments.

To ensure that our treatments are accurate and stable, we regularly test them with an independent laboratory. You can see an example of our testing results HERE.