We are committed to protecting your privacy. We enforce high standards of protection, in compliance with our legal obligations and professional expectations, when collecting, storing, accessing and distributing any personal or medical information.
We require your (or your carer’s) consent prior to the collection of any personal information. We will inform you of your rights and responsibilities regarding our privacy policies. You may limit or withdraw your consent at any time, by informing us of your change in consent.
What we collect and why:
Our practice will need to collect your personal information to provide healthcare services to you. The main purpose for collecting, using, holding and sharing your personal information is to manage your health. We collect personal information related to activities necessary for us to provide care and treatment to you. Your personal details, medical and mental health condition and treatment will be kept confidential by our medical and administration staff.
The information we will collect about you includes:
- Names, date of birth, addresses, contact details
- Medical information including medical history, medications, allergies, immunisations, family history and risk factors
- Medicare number, where available, for identification and for claiming purposes
- Healthcare identifiers.
How we collect your personal information:
When you make your first appointment, our practice staff will collect information for your registration. During the provision of our medical services, we may collect further personal information (e.g. your MyHealth record). We may also collect your personal information when you visit our website, send us an email or SMS, call us, or make an appointment.
In some circumstances, personal information may also be collected from other sources. Usually, this will be because it is not practical or reasonable to collect it from you directly. This may include collecting information from:
- A guardian or carer;
- Other relevant healthcare providers, such as health professionals, hospitals and pathology and diagnostic imaging services
Sharing your information:
Your information will not be disclosed without your permission unless mandated by the law (e.g. by subpoena). Your consent is initially obtained when you have your first appointment at the practice, and will be repeatedly confirmed. If you have concerns regarding your medical records, you have an obligation to inform us in advance, preferably in writing.
Storing your information:
Our practice stores all personal information securely, and a confidentiality agreement is signed by each staff member. We endeavour to ensure that your information is relevant, accurate and updated.
Requesting access to your information:
If you would like to request access to your information, please do so by writing. All requests will be discussed by your treating doctor/allied health professional at the practice. Sometimes access to your own medical records may be denied or limited due to genuine concerns by the treating professional. This may be related to your wellbeing, or that of another person. These matters will be discussed with you if applicable. Other options may be offered to you, for example, providing a review of your record while you are accompanied by with the treating professional.
You cannot access the information of another patient without their prior signed, contemporaneous consent. The issues of consent are adhered to, as per the current law.
Every case is unique and will be managed by the treating professional. Your treating clinician will advised you what are your options regarding a specific request. Please note that you may be liable for any administration costs incurred as a result of providing you with a copy of your medical records.
Making a complaint:
We take complaints and concerns seriously. Please express any concerns you may have in writing. We will then investigate and attempt to and resolve it in accordance with our policies and procedures. We will get back to you within 30 days of receiving your complaint.
Your rights as a patient:
You have the right to:
- Considerate and respectful care, regardless of your beliefs and ethnic, cultural and religious practices
- Know the name of any person involved in your care whilst attending the clinic.
- Seek a second opinion and to refuse the presence of any health professionals who are not directly involved in your care.
- Receive information from your professional in nontechnical language, regarding your diagnosis, expected treatment and follow up care.
- Refuse participation in any medical study, medication or treatment considered experimental in nature.
- Expect safety where practices and environment are concerned.
- Expect privacy during consultations and / or treatment.
- Make a comment or complaint about the treatment or quality of care without fear of discrimination.
Your responsibilities as a patient:
You have a responsibility to:
- Provide accurate and complete information about present and past illnesses, medications, allergies and other matters relating to your health.
- Report unexpected changes in your condition.
- Tell us if you do not comprehend a contemplated course of treatment or what is expected of you.
- Follow treatment recommended by your treating professional responsible for your care and accepting the consequences of your actions if you refuse treatment or do not follow your professional’s instructions.
- Keep appointments and when unable to do so notifying the practice 48 hours’ prior.
- Be considerate of the rights of other patient and staff and for assistance in the control of accompanying people and noise.
- Be respectful of the property of other person and of the practice.