Ph: (03)8796 6300 Address: 370 - 372 Pound Road, Narre Warren South 3805
Opening Hours: MON - FRI 8am - 8pm SAT - SUN 9am - 2pm
Patients Rights & Responsibilities
PRIVACY & YOUR MEDICAL RECORDS:
Our practice policy is to maintain the privacy of your health information. We ensure that at all times only authorised members have access to the records. The Privacy brochure is available at the reception desk on request.
Patients have a right to participate in discussions about your health. Patients can request a copy of their records in writing. Patients also have the right to choose who they want to be referred to and they will be informed if a fee is payable.
Current as of: DECEMBER 2019
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 (eg 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
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.
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. Our Practice participates in eHealth services like electronic transfer of Prescriptions and My Health Records.
We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment.
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.
We do not send any information overseas. ,
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.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms.
All of your information and records are stored electronically. Our practice has taken all measures for your information to be safe and secure. Our Server is in a secure locked room with entry locks and all computers have access passcodes to ensure unauthorized personal from gaining access.
All our staff are required to sign Confidential Agreements before they start.
Any documents that have patient information are destroyed securely.
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 . Please ask the reception staff for the “Request to Access Self Information Form”. Once you have filled in and signed the form please return it to one of the staff and our practice will respond within a reasonable time.(within 30 business days). You can request to view or have a copy of your records. If paper copy is required a fee may be charged. $.20 cents per page and if posted Registered postage charges will apply.
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 the Practice Manager or your GP.
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. The complaint can we made verbally or in writing. Please ask the reception stazff for the complaint form. Once received by the Practice manager you will receive an Acknowledgement letter within 14 days. You will then receive a reply on how the coplaint was delath with, if you are unhappy with the outcome you can make a further complaint to the HSC (details below)
If you have a complaint with the Doctor or General Practice, please contact the
Telephone: 1300 582 113 Fax No.: (61 3) 9032 3111
26th Floor, 570 Bourke Street
Melbourne. 3000 Victoria
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.
Privacy and our website
Our practice does not use electronic means of communicating with patients. Emails(as it’s not encrypted) or social media. Kindly either call the practice or Fax to the practice. This is to ensure your information is safe. If you send us any information via email kindly note this will be at your own risk in the event of any breach in privacy.
Policy review statement
COMPLAINTS & FEEDBACK:
Patient satisfaction affects health outcomes and our practice acknowledges that patient complaints are an important source of customer feedback.
If you have a complaint with the Doctor or General Practice, please contact the Health Services Commissioner.
Suggestions: If you have a suggestion on how we can improve the practice services, we would like to hear about it. You may wish to complete a patient feedback survey which can be found on the front reception desk.
AS A PATIENT:
See reception staff on arrival and at you must show your Medicare Card / HCC / PC and verify 3 forms of identification.
Date of birth.
*This is a legal requirement to make sure all details are up-to-date and to make sure the correct patient is being seen.
Treat reception staff with respect, I expect to receive.
Treat reception staff with courtesy and understanding, specially under pressure.
Remember that the receptionist is not to be blamed for delays
Accept that the doctor / patient relationship is a partnership
Not discriminate against any health professional on the grounds of ethnicity, sex or disability.
Value and respect the service provided.
Acknowledge that I will not be given a script every time I attend the clinic.
Cancel my appointment as soon as I know that I am unable to attend (at least 2 hours prior to the appointment time else a non-attendance fee is payable).
Inform reception staff is a longer appointment is required (for forms, etc).
VERBAL OR PHYSICAL ABUSE WILL NOT BE TOLERATED-PATIENTS WHO ABUSE ANY MEMBER OF THE PRACTICE TEAM WILL BE SENT A FORMAL WRITTEN WARNING AND IN THE EVENT OF RE-OCCURANCE WILL BE REMOVED FROM THE PRACTICE LIST.