Current as of 8/08/2019
What personal information we collect and why
When you register as a patient of our practice, your doctor and/or their support team will need to collect your personal information so they can provide you with the best possible healthcare services. We also use it for directly related business activities, such as financial claims and payments, practice audits, professional compliance and normal business processes.
The personal information we collect and hold generally includes:
● Your name, address, date of birth, contact details
● Information about your health condition, medical history, social and family history, risk factors, medications, allergies, adverse events, immunisations and treatment you may have already received.
● Medicare number or DVA number for identification and claiming purposes.
● Private health fund details.
Only practice staff who need to see your personal information will have access to it. All practice staff have signed a Confidentiality Agreement as part of their Employment Contract with us.
How we collect your personal information
Our practice will collect your personal information:
● Directly and in person, over the phone, by email, SMS or by completing our online or hard copy forms.
● When you make your first appointment, our practice staff will collect your personal and demographic information via your registration.
If it is not possible to collect it from you directly, we may also collect this information from:
● Your guardian or responsible person.
● Other involved healthcare providers such as General Practitioners allied health professionals, hospitals, community health services and pathology and diagnostic imaging services .Medicare or DVA.
Our practice does not collect information via our website or through any social media
Who we share your personal information with and when
● Other healthcare providers
● Third parties who work with our practice for business purposes (such as IT providers and accreditation agencies)
● Court subpoenas required or authorised by law
● When 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
● During the course of providing medical services through Electronic Transfer of Prescriptions (eTP),
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.
Only those people that need to access your personal 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.
How we store and protect your personal information
● Your personal information may be stored at our practice as paper records, electronic records, audio recordings, x-rays, CT scans,
● Our practice stores all personal information securely, and has strict protocols and policies to ensure your personal information is protected from misuse, loss, interference or unauthorised access:
● Electronic format is encrypted and password protected.
● Hard copy records and information is stored in a secure locked room
● The premises are alarm protected
● We have multiple backups to ensure data recovery if required
● All staff and contractors must sign confidentiality agreements prior to commencing work with and for our practice.
How you can access and correct your personal information at our practice
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. We will ask you at different times, to verify your information held by our practice is correct and up to date.
You have the right to access and correct personal information that we hold about you, in electronic or hard copy format.
If you wish to access or correct your personal information we request that you put it in writing and contact the Practice Manager Lisa Valentine on 07 32820684 or email: firstname.lastname@example.org Your request for access and/or correction will be processed within 30 days.
While we do not charge an application or processing fee, you may be charged administration, photocopying or other fees to reasonably cover our costs in fulfilling your request.
How you can lodge a privacy related complaint and how it will be handled at our practice
If you have any concerns about your privacy or wish to make a complaint about a privacy breach, contact our Practice Manager Lisa Valentine on 07 32820684 or
email: email@example.com. This information will be treated confidentially
You should provide us with sufficient details regarding your complaint together with any supporting information. We will take steps to investigate the issue and will notify you in writing of the outcome within 30 days from the receipt date of original written complaint.
If you are not satisfied with our response, you can contact us directly to discuss your further concerns, or lodge a complaint with the
• Australian Information Commissioner
1300 363 992.
• Queensland Ombudsman
3005 7000 or 1800 068 908 (Toll free outside Brisbane only)
• If you need a translator, call 131 450. If you are deaf or have a hearing or speech impairment, you can use the National Relay Service.
Dealing with us anonymously
Although you have the right to request to deal with us anonymously or under a pseudonym it is largely impracticable for us to do so as this could impact the medical services we provide.
Policy review statement