Green Square Medical Practice privacy policy
Current as of: 30/09/2023
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).
We define a health record as, information held about a patient that is required for effective care. It informs decisions about the treatment.
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, such as sending referrals to specialists.
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.
Sharing Information for Referrals
Referrals are made digitally, and a copy is made in your file. Our template for referrals, are used by all GPs in the practice, and only include relevant medical information. Referrals are only sent after a discussion with the patient and with patient consent. Patients may discuss with their doctor if they have any questions on why information was added or to ask for the referral to be edited.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms.
We maintain an encrypted digital health record. This includes consultation information, results received and any communication between allied health professionals in relation to patient treatment. Paper records of results are stored temporarily from when received to the appointment time. These are regularly cleaned and shredded when no longer needed. Any paper copies stored are stored securely.
Our practice stores all personal information securely.
All personal information is electronically stored. This is encrypted in MedicalDirector, a professional GP software. Only GPs have access to the full health record. Each staff member has their unique password to access. All computers are only through password access. And any changes or access is recorded on MedicalDirector. Any physical copies are stored in cabinets away from public access. Every staff member has signed a confidentiality agreement and has been trained in maintaining privacy of all patients.
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. Please ask reception via phone or email for a form to fill out for this request. Once this request has been filled out and signed, our practice will respond within a reasonable time, within 7 days of receiving the request. These forms are sent to the requested medical clinic, specialist or patient via pick-up, registered mail, or fax. When none of these options are feasible, and with patient consent, documents may be sent via email. There may be fees when requesting this. The fee charged is the price of registered mail, for larger documents. This is usually $33. But the exact cost depends on Australia Post. Fee details are provided when the claim is requested.
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. Please contact reception via phone or email to get a form to fill out. Otherwise, make these changes in person. Just make sure to bring facial ID for this.
Our phone number is 8310 2004. Our email address is
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.
You can provide feedback in a variety of ways.
- In person – write any complaints and pop them in our feedback box, located at the reception counter.
- Email – write your complaints to
This email address is being protected from spambots. You need JavaScript enabled to view it. - Phone – call to share complaints. Our number is 8310 2004.
- Mail – send a letter to 2/3 Defries Avenue, Zetland 2017.
- Complaints form – please contact reception in person, via email, phone or mail to get a complaints form. You can return this in any of the ways mentioned above.
Complaints will be addressed by the practice manager and the responsible party. All complaints are looked at within 7 days. We will then contact you, unless it was an anonymous tip, to let you know of what action was taken or if we need to discuss anything further.
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.
If you have further questions or a complaint about the privacy of your personal information you may also contact the Information and Privacy Commission. Their number is 1800 472 679. For further information visit www.ipc.nsw.gov.au/privacy/ipc_index.html
Policy review statement
This privacy policy will be reviewed yearly to ensure it is in accordance with any changes that may occur. Amendments to the policy will be available on our website (www.greensquaremedical.com.au) and in our waiting room in the form of a pamphlet.
The next scheduled review date for the policy is 30/09/2024.
Disclaimer
The Privacy policy template for general practices is intended for use as a guide of a general nature only and may or may not be relevant to particular practices or circumstances. The Royal Australian College of General Practitioners (RACGP) has used its best endeavours to ensure the template is adapted for general practice to address current and anticipated future privacy requirements. Persons adopting or implementing its procedures or recommendations should exercise their own independent skill or judgement, or seek appropriate professional advice. While the template is directed to general practice, it does not ensure compliance with any privacy laws, and cannot of itself guarantee discharge of the duty of care owed to patients. Accordingly, the RACGP disclaims all liability (including negligence) to any users of the information contained in this template for any loss or damage (consequential or otherwise), cost or expense incurred or arising by reason of reliance on the template in any manner.