At Heatley Medical & Skin Care Centre, we are dedicated and committed to protecting your privacy and the security of the personal information we collect from you. We handle your sensitive details in accordance with the Privacy Act 1988 (Cth) and Privacy Amendment (Enhancing Privacy Protection) Act 2012 as well as complying with standards set out in the RACGP Privacy and Managing Health Information in General Practice and the Australian Privacy Principles (APPs).
The purpose of this policy is to ensure patients who receive care from Heatley Medical & Skin Care Centre feel comfortable in entrusting personal information to our practice. Amendment for the Privacy Act came into effect in December 2001. As a provider of health care services, it is important that you are aware of how any personal information that is collected by our practice is used.
KEEPING YOUR PERSONAL INFORMATION PRIVATE & CONFIDENTIAL IN THIS PRACTICE
Personal information
The ‘personal information’ we collect from you includes your full name, date of birth, address, contact numbers, Medicare number, Pension and/or DVA number, healthcare identifiers, private health insurance fund details, vaccination history, medications, past and current medical history, ethnicity, family medical history and results of diagnostic tests and reports from other providers involved in your care.
The health records may provide a medical background as well as any treatment you might need. Our GPs & Allied Health Providers need information regarding your past and present medical history to provide you with high-quality services.
Our Practice has used the privacy policy template available from the RACGP, and this has been adapted to reflect how our Practice collects and uses personal information.
- Our privacy policy is displayed in the waiting room and on the Practice information sheet and the Practice website and is readily presented to anyone who asks.
- Our practice will ensure ALL staff comply with the Australian Privacy Principles (APP) & deal appropriately with any queries or concerns.
- Collect the patient’s personal information with the main purpose of managing the patient’s healthcare & for billing and receiving payments for services rendered.
Your medical records
Heatley Medical & Skin Care Centre takes steps to ensure that your medical records are always held strictly private and confidential, and they are only available to Doctors & authorised Staff. All our Doctors and employees is aware of the privacy and has signed a privacy statement as part of their terms and conditions of employment. This privacy statement continues to be binding on employees even after their employment has terminated.
We also take steps to ensure that your medical records are up-to-date, accurate, complete, and legible, contain a summary of your care to allow another GP to care for you, and it can also be used to remind you with your permission to return for follow up and reviews. If Our medical Practitioners need to pass your information via a referral it is checked with the patient before it is faxed or emailed to the relevant health care provider. If you need to correct any information that we have on record for you as a patient, you may do so by contacting us on the telephone or by seeing us in the Practice with proof of Identification to verify identity. (You will be asked 3 questions to verify identity.)
Definition of a Patient Health Record
What is a Patient Health Record?
A patient health record is the collection of information held by Heatley Medical & Skin Care Centre about your health and healthcare. This may include:
- Your identifying details (such as name, date of birth, contact details, Medicare or DVA number)
- Clinical notes and consultation records
- Diagnoses, medical history, and treatment plans
- Prescriptions and medication records
- Test results, reports, referrals, and correspondence from or to other healthcare providers
- Immunisation records and preventive health information
- Any other information relevant to providing you with safe and appropriate healthcare
Your health record may be held in electronic form and is managed in accordance with privacy legislation and professional standards.
How we store your health information
Heatley Medical & Skin Care Centre stores all its information as electronic records. All incoming letters, reports, scans, photo’s, videos, and correspondences are stored on a secured hard drive that is password protected and secured in a locked room. Once your paper correspondence has been copied to your medical file, the paper form is shredded to ensure confidentiality.
Access to your health information
You have the right to request access to your medical records and any other information held by our Practice. Your GP will need to consider if such access is believed to cause risk of harm to yourself or any other person that may result from disclosure of your health information. Your GP may need to remove any information that will affect the privacy of other individuals.
Sharing information is important for good communication between you and the Practice. Your GP can provide a full explanation of the health summary or medical records you are provided access to. If a fee is charged for providing access to your health records, you will be advised of the cost in advance.
People travelling overseas need to be aware that we do not share any information overseas. If a patient is travelling or intending to travel it is best to request a paper copy of any relevant information required.
Use of Clinical Software & Document Automation (Referrals)
The practice uses secure clinical software systems to manage patient records and to generate documents such as referrals, reports, care plans, and correspondence.
These systems may use templates or automated document tools to assist clinicians in preparing clinical documents. The practice takes steps to ensure that:
- Only relevant and necessary clinical information is included in referral letters and shared documents
- Information is reviewed by the treating clinician before it is sent
- Documents are prepared in a manner that supports safe, appropriate, and confidential care
The purpose of using these systems is to improve accuracy, efficiency, and continuity of care while protecting your privacy and confidentiality.
Recording of Consultations & Informed Consent (Including Telehealth)
In some circumstances, consultations may be conducted by telehealth or other remote methods. The practice does not routinely record consultations.
If a consultation is to be audio or video recorded, duplicated, or stored, this will only occur:
- With your informed consent, and
- For a clear and explained purpose (for example, clinical documentation, training, or quality and safety purposes where appropriate)
You will be told:
- What will be recorded
- Why it is being recorded
- How the recording will be stored and protected
- Who will have access to it
You have the right to decline recording of your consultation, and this will not affect your access to care. Any recordings, if made, will be stored securely and managed in accordance with privacy laws and professional standards.
Using email in our Practice
Emails are sent via various modes and are at risk of being intercepted, tampered, or hijacked.
We encourage all patients not to send personal health information to the Practice via email as it is not safe. We also do not answer any clinical questions via email nor response to any email due to the privacy and confidentiality of your personal information. We encourage all patients to make an appointment to see your preferred GP to discuss your medical issues privately. The only exceptions remain when requested and granted consent from both the patient and the practicing GP.
Our Practice uses email disclaimer as shown below:
PRIVATE AND CONFIDENTIAL
The information contained in this email is confidential. If you are not the intended recipient, you may not disclose or use the information in this email in any way and should destroy any copies. Heatley Medical & Skin Care Centre does not guarantee the integrity of any emails or attached files. The views or opinions expressed are the author’s own and may not reflect the views or opinions of Heatley Medical & Skin Care Centre.
Who do we share your information with?
- With third parties that work with our practice such as accreditation agencies or information technology providers – these third parties are required to comply with AAP’s and this policy.
- With other health care providers
- When it is authorised or required by law (e.g., court subpoena)
- When it is necessary to prevent a serious threat to a patient’s life
- When it is necessary for the health & safety of the public
- When it is impractical to obtain a patients consent
- To assist in locating a missing person
- To establish or defend an equitable claim.
- For the purpose for confidential dispute resolution
- When there is a statutory requirement to disclose certain personal information such as disease management
- During treatment and providing medical care through the transfer of prescriptions, My Health Record/PCEHR system, shared health summaries etc.
Practice Privacy Officer
The Practice Manager has designated responsibility for ensuring the privacy and security of personal health information held within our Practice including implementing, monitoring the Practice’s privacy policy as well as liaising with the Practice Team members and patients for any issues related to the privacy of their personal health information. Any concerns or complaints will be dealt with as efficiently as possible to resolve concerns and can be contacted via email or mail on
Attention Practice Manager
or
Attention Practice Manager
4 Tyler Street
Heatley, QLD, 4814.
Patient rights
We respect your rights to privacy and take concerns or complaints very seriously. If you have any questions or concerns, complaints, or suggestions about any aspect of our services, we would appreciate hearing about them and will take the matter seriously. Inaccurate information can be corrected, or your concerns noted in your records. For legal reasons, the original notes will be retained in accordance with our obligations under the Act.
Can I make an Anonymous Complaint?
A patient is welcome to make an anonymous complaint using a pseudonym or an anonymised email address. Whilst your anonymity will be protected, if there are no contact details provided, it may not be possible to act on the complaint, inform you for the outcome of the complaint or for you to obtain any further information regarding the complaint. If you feel that your complaints or concerns is not dealt with adequately by our Practice, you can refer your complaints or concerns directly to:
Office of the Health Ombudsman
Phone: 133646
PO Box 13281 George Street, Brisbane Qld 4001
Fax: 07 3319 6350
Email: complaints@oho.qld.gov.au
If you feel there has been a breach of the APP’s or a breach of a Registered APP code, please contact the Practice Manager as soon as possible. It is the Practice Managers duty to then forward the breach details to the Office of the Australian Information Commissioner and IT. If a crime is suspected to have occurred, the police should also be notified.
Policy Review
This Privacy Policy is reviewed at least every 12 months, and earlier if there are:
- Changes to privacy legislation or regulatory requirements
- Changes to how the practice collects, uses, stores, or shares information
- Changes to clinical systems, software, or service delivery (including telehealth)
- A privacy incident or identified risk requiring policy update
The most recent review date is displayed at the end of this document. Updates will be made available in the practice and on the practice website where applicable.
Review Date: 09/02/2027
