Current as of: 24th July 2021
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. For example the reception staff may need to access your postal address if you have requested information to be posted to you, but they will not be accessing any patient notes. 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 may also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes.
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 authorized 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. This may be via AutoMed, our online booking provider when you fill out their new patient form, or via phone call with our receptionists. For more information on AutoMed’s policy, please visit their website https://automedsystems.com.au/
- During the course of providing medical services, we may collect further personal information. Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary.
- 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.
Electronic form on our protected software; Best Practice in electronic format and protected behind passwords and specific recorded logins. Which connect to a server that is locked up on site in a secure cabinet and unavailable to patient access.
Our practice stores all personal information securely.
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 and deliver it to our practice manager or support staff either in person, via mail or email and our practice will respond within a reasonable time, for example 30 days. Once the request has been processed a fee will be involved (of 16c per page) and a Au$10 Handling fee for records over 100 pages. Additional costs may be involved for postage if required.
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 email@example.com
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.
Either through our “contact us” page on our website at www.baylifemedical.com.au
You can also email directly at firstname.lastname@example.org.
Or send it in by post to Baylife Medical P.O.Box 30 Neutral Bay. 2089 NSW.
We will then attempt to resolve it in accordance with our resolution procedure. We will process your complaint and start our investigative process and contact you within 30 days of us receiving the complaint.
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. Alternatively, you can contact the ombudsman for NSW at https://www.ombo.nsw.gov.au/
Privacy and our website and email
Our website is integrated into our on-site software Best Practice, as well as with Automed to facilitate confidential and smooth transfer of information. We collect basic identifying markers through it so we can upload the information from our website onto your file if needed.
Emails are non-secure and we require a confirmation reply from the patient containing identity markers, Or for the patient to initiate email contact so that we may respond with personal information. We will also require the patient to have chosen email as a form of communication on the new patient form for us to proceed with this.
We do send out email reminders and occasionally follow up information, again this would have been consented for on the new patient form.
Policy review statement