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, at North Blackburn Square Clinic, may share it with third parties.
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.
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. (Please refer to the Guidelines on Australian Privacy Principle 2 – Anonymity & Pseudonymity which can be found by clicking on the following link: APP 2 – Anonymity &Pseudonymity.)
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 send us an email or telephone us.
- 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 (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
- Our practice management software is designed to only provide relevant medical information that needs to be provided for correct treatment by other health professionals. No additional personal information is sent. Any documents sent out will require a patient consent prior to it being sent out.
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.
Email and Phone communication policy
- When a patient contacts the clinic by telephone intending to speak to one of the doctors, a secure electronic message will be sent to the doctor, and the doctor will endeavour to contact the patient.
- Email communication is strictly limited to administrative communications and no personal patient information is shared.
- Under no circumstances will email communication be utilised for personal use.
- All email communications involving patient information will only be completed once the patient’s consent is acquired in writing.
- Appointments cannot be made through email—they must be made through telephone communications or using the HotDoc software.
- Our practice management software is designed to only provide relevant medical information that needs to be provided for correct treatment by other health professionals. No additional personal information is sent. Any documents sent out will require a patient consent prior to it being sent out.
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. You may provide us with a signed letter or we can produce an Acknowledgement on your behalf which you must sign. Our practice will respond to you within thirty (30) days from the date that we receive your request in writing. If there are any fees associated with providing this information we will advise you, in writing, prior to proceeding with your 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 verbally to one of our team members or in writing to the Practice Manager via letter or email to practicemanager@nbsclinic.com.au
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.
Please address your complaint to:
Practice Manager
117 Springfield Rd,
Blackburn North (Opposite Springfield Road Shopping Centre)
VIC 3130
Tel: (03) 9878 3100
Email: practicemanager@nbsclinic.com.au
Our practice will respond to you within thirty (30) days from the date that we receive your complaint in writing.
You may also contact the Office of the Australian Information Commissioner (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, our Website and Digital Communications
We do not collect personal information via our practice website.
We occasionally interact with our patients digitally, namely by email. All email communications are protected in the same manner as all our electronic records and are stored in protected information systems which are secured by up-to-date anti-virus software and firewalls.
Policy review statement
This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. Our clinic will notify our patients when we amend this policy via a notice on the Reception Desk and our website.