Current as of: 31.08.2020
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our Health Care Providers and Practice Staff to access and use your personal information so they can provide you with the best possible healthcare. If we need to use your information for anything else, we will seek additional consent from you to do this.
Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
What personal information do we collect?
The information we will collect about you includes your:
- names, date of birth, addresses, contact details
- medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes
- healthcare identifiers
- health fund details.
Dealing with us anonymously
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
How do we collect your personal information?
Our practice may collect your personal information in several different ways.
- When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
- During the course of providing medical services, we may collect further personal information.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
- In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
- your guardian or responsible person
- other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services and pathology and diagnostic imaging services
- your health fund, Medicare, or the Department of Veterans’ Affairs (as necessary).
When, why and with whom do we share your personal information?
We sometimes share your personal information:
- with third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
- with other healthcare providers
- when it is required or authorised by law (eg court subpoenas)
- when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
- to assist in locating a missing person
- to establish, exercise or defend an equitable claim
- for the purpose of confidential dispute resolution process
- when there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
- during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).
- Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying our practice in writing.
Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.
We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms including paper records, electronic records, visual records (X-rays, CT scans, videos and photos), audio recordings etc. We also shall hold your electronic information in an Australian data center to ensure security. Our practice stores all personal information securely. All our electronic data is secured by passwords and confidentiality agreements have been signed by our Doctors, staff and any other contractors.
How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information. Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing on a specified format that can be obtained from our reception staff and our Doctors or practice will respond within a reasonable time, generally not exceeding 30 days from the receipt of completed application form. We may charge a fee to cover the cost for complying with the request.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to firstname.lastname@example.org
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure. You may write to email@example.com contact us on 02 9624 4449 during office hours and general turnaround time shall not exceed 30 days from the receipt of the request.
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
Privacy and our website
Online booking done on our website will be through Australian third party patient booking providers and they are also bound by the Privacy Policies and please read their privacy policies prior to providing information.
Policy review statement
If you have questions or a complaint about the privacy of your personal information, please ask to speak to the privacy contact officer at the practice.
Further information on privacy legislation is available from:
Office of the Australian Information Commissioner
1300 363 992
ACT Health Services Commissioner
02 6205 2222
Health and Disability Services Complaints Office
Western Australia – 1800 813 583
Information and Privacy Commission
New South Wales – 1800 472 679
Office of the Health Services Commissioner
Victoria – 1300 582 113
Office of the Information Commissioner
Northern Territory – 1800 005 610
Office of the Information Commissioner
Queensland – 07 3234 7373
1800 001 170
Health and Community Services Complaints Commissioner (HCSCC)
South Australia – 08 8226 8666
Practice contact details
Centre Medical and Allied Health
Shop 2, Kings Langley Shopping Centre
No. 125, James Cook Drive Kings Langley, NSW 2147