PRIVACY POLICY

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 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 (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
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.

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 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.eg as paper records, electronic records, visual records (X-rays, CT scans, videos and photos).

Our practice stores all personal information securely in electronic format and in protected information systems. All our systems are password protected, many require 2-factor authentication.

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 fax to our clinic and our practice will respond within a reasonable time (30 days). Patients will never be charged for making the request, only for any possible costs associated with complying with the 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 in writing to admin@reclaimhealth.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 contact the clinic by any of the following methods: email to admin@reclaimhealth.com.au and attention Jaide or Mary-Kate or via mail at 605 Nicholson St Carlton North VIC 3054, contact number 03 9381 1991. Please know that the expected turnaround time specific to your complaint is 30 days.

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 Victorian Ombudsman on 1800 806 314 (between 9am-5pm Monday to Friday) or alternatively via their online complaints portal accessible via their website: https://www.ombudsman.vic.gov.au/contact-us/ .

Privacy and our website

Collection of Personal Information:

When you interact with our practice website or communicate with us digitally (e.g., through social media channels or email), we may collect personal information such as your name, contact details, medical history, and other relevant information necessary for providing healthcare services. We collect this information with your explicit consent and use it solely for the purpose of delivering quality healthcare and improving patient experiences.

Use of Website Analytics and Cookies:

Our practice website may use cookies and website analytics tools to enhance user experience, analyze website traffic, and improve our services. These tools may collect non-personal information such as IP addresses, browser types, operating systems, and browsing patterns. We use this information for statistical analysis and website optimization purposes only. Cookies may be used to remember user preferences and facilitate seamless website navigation. By using our website, you consent to the use of cookies and website analytics as described in this Privacy Policy.

Security and Confidentiality:

We employ industry-standard security measures to protect the confidentiality and integrity of personal information collected through our website and digital interactions. We restrict access to personal information to authorized personnel only and implement strict data protection protocols to prevent unauthorized access, disclosure, alteration, or destruction of data.

Third-Party Websites and Links:

Our website may contain links to third-party websites or social media platforms. Please note that we are not responsible for the privacy practices or content of these external sites. We encourage you to review the privacy policies of third-party websites before providing any personal information.

Your Rights and Choices:

You have the right to access, correct, or update your personal information held by our practice. If you have any questions, concerns, or requests regarding the collection or use of your personal information, please contact us using the contact details provided on our website.

Using health information for quality improvement & research

This practice may use patient health information to assist in improving the quality of care we give to all our patients, by reviewing the treatments used in the practice.

Your information held by the practice may be used in research projects to improve healthcare in the community; however, this information will not include data that can identify you.

The information used for research, including the publication of research results, will not be in a form that would allow you to be identified, unless the research serves an important public interest. In such cases, identifiable medical records can be used for medical research without your consent under guidelines issued by the Australian Government. Before providing such identified information, your GP will discuss with you the information that she or he is obliged to disclose.

Contact

If you have questions or a complaint about the privacy of your personal information, please ask to speak to the privacy contact officer at the practice.

Further information on privacy legislation is available from

Office of the Australian Information Commissioner
1300 363 992
www.oaic.gov.au

Office of the Health Services Commissioner
Victoria – 1300 582 113
www.health.vic.gov.au/hsc/index.htm

Reclaim Health
Ph 9381 1991
www.reclaimhealth.com.au

Policy review statement

We may update this Privacy Policy from time to time to reflect changes in our practices or regulatory requirements. We encourage you to review this Privacy Policy periodically for any updates or amendments.

By using our practice website or engaging with us digitally, you acknowledge and agree to the terms of this Privacy Policy. If you do not agree with any aspect of this Privacy Policy, please refrain from using our website or engaging with us digitally.