Official COVID-19 Resources

Privacy and Electronic Communication 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 (e.g. 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.

  1. When you make your first appointment, our practice staff will collect your personal and demographic information via your registration.
  2. During the course of providing medical services, we may collect further personal information. If you have a My Health Record, information can be collected via Shared Health Summaries and Event Summaries.
  3. We may also collect your personal information when youemail , SMS, fax or telephone us.
  4. 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 (e.g. 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 (e.g. some diseases require mandatory notification)
  • during the course of providing medical services, through eTP (electronic prescriptions), My Health Record (e.g. 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.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. This includes electronic records, paper records and visual records. Our practice stores all personal information securely.

Electronic records are stored in information systems that are password protected and have firewall and virus protection. Paper based information is stored in a secured environment. All staff have signed confidentiality agreements.

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. The Practice Principal requests patients make a consultation appointment with her, so that the records can be discussed and any issues clearly clarified. A fee will be charged according to the length of the consultation time.

If you do not wish to meet with the Practice Principal, we require you to put this request in writing by email to info@eatonshillmedical.com.au and our practice will respond within 30 days. You will be notified of any fee that will be charged for the processing of your 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 the Practice Principal at info@eatonshillmedical.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 us via email on info@eatonshillmedical.com.au or by writing to Eatons Hill Medical Centre, 2 Marylin Terrace, Eatons Hill Qld 4037 (Phone: 3325 5559). We will respond to your complaint within 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 https://www.oaic.gov.au or call the OAIC on 1300 363 992. You may also contact the Office of the Health Ombudsman (Qld) on 133646 or further information can be found at http://www.oho.qld.gov.au.

Email Communication

All forms of written communication involve an element of risk that information could be read by someone other than the intended recipient. The risks of using unsecured or unencrypted email include:

  • emails can easily be sent to the wrong recipient
  • email is often accessed on portable devices, such as smart phones, tablets and laptops, which are easily lost or stolen
  • emails can be forwarded or changed without the knowledge or consent of the original sender
  • email is vulnerable to interception.

The practice has the following measures in place regarding email communication.

  • Patient consent is obtained for communication of patient information by email or SMS on the patient registration form.
  • Patients are made aware of the risks in sending emails to them containing their personal medical information.
  • Computer security measures including email encryption with PIN are used for all emails with attachments containing patient information
  • Our patient registration form has information about email security
  • Notification to OAIC of any significant data breach
  • Any electronic communication received from patients is also used as a method to verify the contact details we have recorded on file are correct and up-to-date.
  • The practice uses an email/fax disclaimer notice on outgoing emails/faxes that are affiliated with the practice stating

SMS Communication

Text messaging is an effective, convenient, and cost-effective form of communication that is often a preferred and requested way of communication with patients regarding appointments. There has been an increase in communication via SMS with patients and pharmacies with the implementation of e scripts and electronic reminder systems such as Hot Doc. Despite these benefits, there are some risks to patient information and Eatons Hill Medical Centre has implemented the following to reduce this risk.

  • Consent is obtained from patients on the registration form to receive communication via SMS – a copy of which is kept in the patient’s chart.
  • A practice phone is used for all communication via SMS with patients.
  • Mobile phone numbers are confirmed with patients at appointments and used as one of the patient identifiers. This allows for updates to be made on a regular basis to patient details.
  • SMS are primarily used for the purpose of reminding patients of an appointment that has been made and reminding patients of a clinical matter that requires follow up.
  • When the patient is unable to be contacted via phone, a simple SMS requesting that the person call Eatons Hill Medical Centre is sent without any clinical or personal information. 
  • SMS is also used to notify patients of the arrival of Flu Vaccines.


Our obligations under the Privacy Act 1988

Health information is considered one of the most sensitive types of personal information. The Privacy Act 1988 (Privacy Act) provides extra protections around the collection, use or disclosure of health information.

Whilst the Privacy Act does not prescribe how healthcare organisations should communicate health information, reasonable steps must be taken to protect the information transmitted and the privacy of the patient. What is considered reasonable steps will depend on the nature of the information and the potential for harm caused by unauthorised access. Failure to take reasonable steps to protect health information may constitute a breach of the Australian Privacy Principles (APPs).

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. The most up to date edition will be available in our waiting room.

Eatons Hill Medical Centre
2 Marylin Terrace
Eatons Hill Qld 4037
Ph: 3325 5559
Fax: 3325 5551

While Eatons Hill Medical Centre make every effort to ensure the information in this website is accurate and informative, the information does not take the place of professional or medical advice. You should obtain advice relevant to your particular circumstances from a health professional. We make every effort to provide quality information in our website. However we do not provide any guarantees, and assume no legal liability or responsibility for the accuracy, currency or completeness of the information. We are not liable for any interference with or damage to your computer system, software or data occurring in connection with, or relating to, this website or its use. You should take appropriate and adequate precautions to prevent damage to your computer system, software or data. Find out how to stay smart online.

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