Privacy Policy

Mount Gravatt Family Practice
PRIVACY POLICY
Introduction

Mount Gravatt Family Practice (MGFP) is committed to ensuring your personal and medical information is managed in accordance with the Privacy Act 1988 and Australian Privacy Principles (APP). This information is to inform you, the patient, on how and why we collect and use this information within our practice and when, why and how we share it with third parties.

What personal information we collect and why:

When you register as a patient at our practice, you provide consent for your doctor, receptionist and nurse to collect your personal information so they can create a confidential patient health record to provide you with the best possible healthcare services. We also use it for directly related business activities, such as financial claims, payments, practice audits, accreditation, and normal business processes. Only staff who need to see your personal information will have access to it. We will not use your information for anything else, unless you provide consent to do so. To enable ongoing care and total quality improvement within our practice, and in keeping with the Privacy Act 1988 and Australian Privacy Principles (APPs), we wish to provide you with sufficient information on how your personal health information may be used or disclosed and record your consent or restrictions to this consent. All staff at Mount Gravatt Family Practice have signed a Confidentiality Agreement as part of their employment contract with us.

Collection of information to create your patient health record:

• Your name, address, date of birth, contact details, including next of kin and emergency contacts.

• Medicare number, DVA for identification and claiming purposes.

• Healthcare identifiers

• Health Fund

• Pension, Health Care and Senior Card numbers.

• Medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors.

How we collect your personal information:

1. When you make your first appointment with our practice our staff will ask you to fill in a ‘New Patient Form’.

2. During provided medical services by the practitioner or nurse we may collect further personal information. This can occur by receiving records form your previous practice, correspondence with other health care providers and My Health Records.

3. When you send emails, telephone us, make appointment and respond to SMS reminders. (We will only communicate medical information via email if given consent as this is not secure).

4. If it is not possible or practical to collect the information directly from you, we may also collect this information from your guardian or responsible person, other healthcare providers, hospitals, community health services, pathology and diagnostic imaging services. (This is with your consent).

5. Reception will ask you to sign an ‘Authority Release’ for you previous Medical Records, this is actioned with your consent.

MGFP holds all personal information securely, whether in electronic format or protected information systems:

A patient’s personal information may be held at Mount Gravatt Family Practice in various forms. Many of our records are in electronic format. Any correspondence received in an alternative method for example by post, are scanned into your personal record and then the paper document is shredded. Documented photos are stored in your electronic records. Our practice stores all personal information securely using individual passwords, confidentiality agreements for any staff or contractors entering the premises. The system is maintained with the practice and via our IT consultants: encrypted back-ups or all data are performed daily and held securely in the event of a fire.

When, why and with whom do we share your personal information with:

• Other Healthcare providers, for example, referral to a specialist.

• Personal information will only be used for the purpose of providing medical services and for claims and payments, unless otherwise consented to. Some disclosure may occur to third parties engaged by or for Mount Gravatt Family Practice for business purposes, such as accreditation or for the provision of information technology. These third parties are required to comply with this policy. Mount Gravatt Family Practice will inform the patient where there is a statutory requirement to disclose certain personal information (for example, some diseases require mandatory notification).

• Mount Gravatt Family Practice will not disclose personal information to any third party other than while providing medical services, without full disclosure to the patient or the recipient, the reason for the information transfer and full consent from the patient. Mount Gravatt Family Practice will not disclose personal information to anyone outside Australia without need and without patient consent.

• Mount Gravatt Family Practice have processes in place via our electronic editing software whereby only relevant and necessary personal information is included when sharing personal information.

Exceptions to disclose without patient consent are where the information is:

• Required by law, for example Subpoena.

• 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 a confidential dispute resolution process

Mount Gravatt Family Practice will not use any personal information in relation to direct marketing to a patient without that patient’s express consent, we evaluate all unsolicited information we receive to decide if it should be kept, acted on or destroyed.

Dealing with us Anonymously:

You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for to do so or unless we are requested or authorised by law to only deal with identified individuals. Those patients who won’t provide our practice with their identity, with corresponding documents will be required to pay for all consultations in full and won’t receive a Medicare rebate.

Access and corrections:

Mount Gravatt Family Practice acknowledges patients may request access to their medical records. Patients are encouraged to make this request in writing, and we will respond within a reasonable time.  Mount Gravatt Family Practice will take all reasonable steps to correct personal information where it is satisfied, they are not accurate or up to date. From time to time, we will ask patients to verify the personal information held by us to ensure it is correct and up to date. Patients may also request us to correct or update their information, and this should be in writing or they can fill in a New Patient form.

Receiving and returning telephone calls and electronic communication:

Our Phone is very busy early in the morning with patients making appointments. We would appreciate patients who have non urgent queries to phone later in the morning. Doctors who are busy consulting will return calls as soon as practical or as soon as they are able. Emergency calls are an exception and will be taken immediately. Reception staff will note your name, DOB, address and phone number and ask the nature of the call/request and then message Doctor, regardless, the patient will be informed of the outcome to whether Doctor or Nurse will call them back. In which case if the call is urgent, and patient requires an ambulance the reception will organise this for them.

Patients on the ‘Recall’ list will be sent a SMS via Health Engine or they will receive a call informing the patient that Doctor requests a visit to discuss the results with them. If the results are ‘urgent’ Doctor will call the patient directly. When calling reception to request an appointment, remind the receptionist that you have received a message regarding a result or recall message. Reception will then make an appointment for you to return to discuss results with doctor.

Electronic communication is available through the email address reception@mountgravattfamilypractice.com.au. Email messages will be forwarded to the appropriate doctor or staff member and a response will be given in a timely manner. Emails should not be used for booking or cancelling appointments and not requesting scripts, referrals or for consults. All appointments should be made and cancelled via calling us on 0730638144.  Please note that patient health information cannot be transmitted via email. It will be faxed or posted, or available for collection by arrangement.

How can you lodge a privacy related complaint and how it will be handled at our practice?

MGFP takes all complaints and concerns about the privacy of patients’ personal information seriously. Patients should express any privacy concerns in writing. MGFP will then attempt to resolve it in accordance with its complaint resolution procedure.

If you are not satisfied with our response, you can contact us directly to discuss your concerns or lodge a complaint with the Office of the Australian Information Commissioner.

Telephone: 1300 363 992

Postal Address: GPO Box 5218, Sydney NSW 2001

Privacy and our website

Our website does not collect any analytics or cookies data to ensure your privacy is secure. However, our website contains links to websites of other organisations, departments and agencies. We are not responsible for the content and privacy practices of other websites.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. Notification of privacy and policy amendment will be issued via signs in our waiting room, on our website and social media posting.