Health Information and Privacy Policy for Doctors@Brandonpark

Introduction

At Doctors@Brandonpark, we are committed to protecting your personal information, including your health details. This privacy policy outlines how we collect, use, store, and share your personal information, in compliance with the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth)

Consent

By registering as a patient, you consent to our GPs and practice staff accessing and using your personal information to provide optimal healthcare. Access is restricted to staff members who require your information for healthcare purposes. If we need to use your information for other purposes, we will seek additional consent from you.

Collection and Use of Personal Information

We collect your personal information primarily to provide healthcare services. This includes managing your health and conducting related business activities such as financial claims, payments, practice audits, and accreditation.

Patient Health Record Information

Your health record may include:

• Full name (as held by Medicare)
• Date of birth
• Residential and postal addresses
• Contact phone numbers
• Medicare number, DVA number, Health Care Card, or Pension Card number
• Allergy details
• Current medications and treatments
• Medical history, including family medical history
• Names of referred health service providers or specialists
• Referral letters and reports

To enhance care, we may also collect information on:

• Aboriginal or Torres Strait Islander status
• Next of kin and emergency contacts
• Lifestyle factors (e.g., nutrition, exercise, smoking, alcohol)
• Cultural background (e.g., languages spoken, country of origin)

Anonymity

You have the option to interact with us anonymously or under a pseudonym, provided it is practical and lawful.

Collection Methods

We collect personal information through:

• Patient registration forms
• Consultations and medical services
• Other healthcare providers (e.g., specialists, hospitals)
• Medicare, health funds, or the Department of Veterans’ Affairs

Information Sharing

We may share your personal information:

• With third parties for business purposes (e.g., accreditation agencies, IT providers)
• With other healthcare providers involved in your care
• When required or authorized by law
• To prevent serious threats to life, health, or safety
• To assist in locating a missing person
• For legal claims or dispute resolution
• Through electronic systems like eTP or My Health Record

We will not share your information with anyone outside Australia without your consent, unless permitted by law. Your information will not be used for marketing without your express consent.

Storage and Security

Your personal information is stored electronically and protected through encrypted data and security measures. Access is restricted to authorized staff with unique user credentials.

Access and Correction

You have the right to access and correct your personal information. Requests should be made in writing, and we will respond within a reasonable time, typically 30 days. We regularly verify that your information is accurate and up to date.

Privacy Complaints

We take privacy concerns seriously. Complaints should be addressed in writing to our Practice Manager at Doctors@Brandonpark. We aim to resolve complaints within 30 days. If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC)

Policy Review

This privacy policy is reviewed annually or as required by changes in laws. The current policy is effective as of January 1, 2025, with the next review scheduled for December 31, 2025.

Communication Policy for Doctors@Brandonpark

At Doctors@Brandonpark, we are committed to maintaining open and effective communication with our patients. This policy outlines how we manage telephone calls, electronic communications, and how patients can provide feedback or lodge complaints.

Telephone Calls

• Receiving Calls:
  Our reception team is available during clinic hours to answer your calls. We strive to respond promptly and direct your inquiries to the appropriate team member.
• Returning Calls:
  If your call requires follow-up or consultation with a doctor, our team will arrange a call-back within a reasonable timeframe. Urgent matters will be prioritized, but please note that doctors may not be available to take calls immediately due to patient consultations.

Electronic Communications

• Receiving Messages:
  Patients can send non-urgent inquiries to our clinic email address. These emails will be reviewed by our administrative team and directed to the appropriate staff member.
• Response Time:
  We aim to respond to all email communications within 2 business days. Please do not use email for urgent or emergency matters.
• Confidentiality:
  We prioritize the privacy and security of your information. Emails containing sensitive medical information will be handled with the utmost care and in accordance with privacy laws.

Feedback and Complaints

We value your feedback and take your concerns seriously. If you wish to provide feedback or make a complaint, you can:

1. Speak to Our Practice Manager:
   Call our clinic during business hours and request to speak directly with our Practice Manager.
2. Email Your Feedback:
   Send an email to our clinic's email address, clearly addressing it to the Practice Manager. Please provide detailed information about your feedback or complaint to help us address it effectively.

Emergency Communication

For medical emergencies, please call 000 or visit the nearest hospital emergency department.

Contact Information

• Clinic Phone: 03 9574 7932
• Clinic Email: admin@doctorsatbrandonpark.com.au

At Doctors@Brandonpark, we are committed to ensuring that your communication with us is smooth, respectful, and efficient. Your input helps us to continuously improve our services.