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.
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).
The information we will collect about you includes your:
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.
Our practice may collect your personal information in several different ways.
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.
Our practice will inform the patient where there is a statutory requirement to disclose personal information (e.g. mandatory reporting of notifiable diseases).
We may provide de-identified data to other organisation’s 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.
Exceptions to disclose without patient consent are where the information is:
The information Westbrook Family Medical collects includes medical details, family information, name, address, employment or other demographic data, past medical and social history, current health issues and future medical care, Medicare number, and any health information such as medical or personal opinions about a person’s disability or health status.
Our practice stores all personal information securely.
Westbrook Family Medical takes all reasonable steps to ensure that your personal information is protected from loss or misuse. Westbrook Family Medical holds your information both electronically and hard copy format. When your personal information is no longer needed, it is destroyed or de-identified. Our staff and contractors have all signed confidentiality agreements and require passwords to access patient information at all times.
You have the right to request access to, and correction of, your personal information.
Westbrook Family Medical acknowledges patients may request access to their medical records. Patients are encouraged to put this request in writing and our practice will respond within a reasonable time, no later than 30 days.
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 via email to firstname.lastname@example.org.
We take all feedback, complaints and concerns seriously. You should express any privacy concerns you may have in writing. We will respond to any feedback or attempt to resolve your complaint in accordance with our practice policies. Please contact our Practice Manger via email on email@example.com. Our Practice manager will contact you within a reasonable time frame, no later than 30 days to discuss your concerns 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, call the OAIC on 1300 363 992 or contact the Office of Health Ombudsman on 133 646 or email firstname.lastname@example.org.
At Westbrook and Cambooya Family Medical we give our patients the option of electronic communications such as SMS appointment reminders, online bookings and via email where appropriate.
Consent is signed by the patient at their initial consult stating whether they consent to electronic communications such as SMS reminders. If we are required to email anything patient related, we request that the patients send us an email stating their full name, date of birth and what it is they are requesting to be sent through. This ensures the email is being sent to the correct email address.
Please note that our email service is not encrypted, and we are not able to guarantee secure email communications. There are many risks associated with email communications and we ask you to consider these risks before consenting.
Telephone consultations are now available for patients providing they have attended the practice and have been seen face to face in the last 12 months. Phone appointments are booked as a standard appointment with the Doctor.
If your call is regarding a query for your doctor and they are consulting when you call, our friendly staff will take a message and your call will be returned as soon as convenient. Emergency calls will always be dealt with immediately.