COMPLETE FAMILY CARE
COMPLETE
FAMILY
CARE
FAMILY
CARE
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 but is not limited to your:
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, why and with whom do we share your personal information?
We sometimes share your personal information:
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?
Our clinic stores all information on our secure server. Paper documents are scanned into our system and destroyed via a secure shredding company. We do not hold on to original copies of radiology films. If they are left at the clinic, they will be stored at your own risk and, although we will attempt to maintain their privacy, we claim no responsibility if this information is accessed by unauthorised persons.
Our practice stores all personal information securely on a secure server. All staff members have individual usernames and passwords so that any data breach can be traced. Our computers all have timeout screensavers so that no one can access a computer that have been left unattended without a password.
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 via a form that can be requested at reception and our practice will respond within 14 business days. Fees may apply to cover the cost of paper, printer ink, and staff time.
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 at reception.
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, a complaint form can be requested at reception or you can e-mail your complaint to practicemanager@cfcare.com.au. We will then attempt to resolve it in accordance with our resolution procedure.
We will attempt to notify you of the receipt of your complaint within a few days. We may contact you to confirm or clarify details or just to update you on the progress of your complaint. We will aim to have come to a resolution within 30 days of receipt of the complaint.
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. You may also call the Health Complaints Commissioner at 1300 582 113.
All patients, their families and visitors to our practice have conduct obligations to the doctors and staff and other patients.
Aggressive and violent behaviour to any member of our practice team will not be tolerated, and you will be asked to transfer your file to another practice. This includes verbal, physical abuse either in person or via the telephone.
Face to Face Consult:
Phone Consult:
Fees and Cancellations:
For details on consultation fees, payment terms, rebates, cancellations, and non-attendance fees, please refer to our Billing Policy.
