Our Policies

Patient code of conduct/Zero Tolerance Policy

All people have the right to attend their workplace and feel safe and not be subjected to aggression and violence.

Aggressive and violent behaviour toward any member of our staff is unacceptable and will not be tolerated at our practice. 

Anyone that is abusive to our workers, either in person or over the phone, will be sent a letter from the Practice Manager and/or Owner advising that this behaviour will not be tolerated. Any further violation will result in the removal from the practice. 

Privacy Policy

Introduction

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.  

Definition of a Patient Health Record

A patient health record is information that has been collected for the purpose of being able assess, diagnose and treat. It contains personal details and a full medical history that is stored securely with the intention of protecting patient privacy. 

Why and when your consent is necessary 

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. 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 (e.g. 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.

When, why and with whom do we share your personal information?

We sometimes share your personal information:

• with other healthcare providers
• when it is required or authorised by law (e.g. 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 (e.g. some diseases require mandatory notification)
• during the course of providing medical services, through eTP, My Health Record (e.g. via Shared Health Summary, Event Summary) with your prior agreement.

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.

How do we store and protect your personal information?

All personal information at our practice is stored electronically in our software, and all staff members of our practice have individual access levels which are password protected.

All authorised practice staff and doctors have signed confidentiality agreements upon commencement at the clinic. 

All Information of our practice is stored on our practice server which is backed up hourly by our IT company so that it can not be lost.

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 to reception or the practice manager, and paying the nominated fee if applicable, our practice will respond within a reasonable time (14 days) after discussion with the treating practitioner. You will be invited to collect your medical record when it is available.

Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Every 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 when circumstances change. 

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. Any complaints or concerns should be raised with the Practice Manager in the first instance or your healthcare provider at the practice. We will then attempt to resolve it in accordance with our feedback and complaint procedure (refer Feedback and Complaints Policy). 

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.