Privacy Policy

Introduction

At Carindale Doctors, we value the doctor-patient relationship. Patient privacy is vital to that relationship. The Privacy Act 1988 and its amendments formalise the already existing and acknowledged obligations of our practice.

Our doctors and staff collect information from patients primarily to provide proper care and treatment. We have a legal and ethical duty to protect patient information. Patient information may have to be disclosed to other doctors, nurses, therapists and medical technicians so that proper health care is not compromised.

The doctors in this practice are members of various medical and professional bodies, including medical defence organisations. These organisations provide valuable services to their members and may require their members to provide information in relation to their medical practice, which may include patient information.

Patients who wish to look at their information held by this practice, or who have other queries about the privacy of information, are welcome to discuss these matters with their treating doctor.

Carindale Doctors collects, stores and uses personal information to conduct its business, and respects and upholds your rights to privacy established by the Privacy Act 1988 (the Act). The Act incorporates the Australian Privacy Principles, which regulate how we collect, use, disclose and store personal information, including health information, and how you may access and correct that information.

Definitions

In this policy, “Personal Information” and “Sensitive Information”, which includes “Health Information”, have the same meaning as under the Act.

Collection of your personal information

We only collect personal information necessary to provide proper medical treatment and care to our patients. The types of information we may collect include: your full name; date of birth; postal address; email address; telephone numbers; occupation; health fund details; Medicare number; pension or other concession details; medical history, test results, diagnoses, prognoses and treatments; names and telephone numbers of people to contact in an emergency; banking details to enable the processing of accounts; and proof of identity documentation such as your driver’s licence, passport or birth certificate.

How we collect your personal information

We collect your personal information directly from you by: asking you questions and recording the answers on a medical chart; recording information you provide by telephone, email or through our website; asking you to complete forms and provide supporting documents; asking an authorised person such as an attorney or next of kin; and acquiring it from another health service provider you have authorised to provide the information.

What we do with your personal information

We will only use your personal information for the purpose for which we collected it, unless: we require it for another purpose directly related to the original purpose and you would reasonably expect that use; you have consented to another use; we are required or authorised by law to use it for another purpose; or disclosure is reasonably necessary for the enforcement of the law.

Examples of how we may use and/or disclose your personal information include: informing ourselves so you receive the best possible treatment; informing other health service providers involved in your treatment; supplying details of treatment options to you; conveying information to an attorney, guardian or carer; conveying information to close family members in accordance with accepted custom; making and completing Medicare and health insurance claims; billing and fee recovery; and managing and responding to patient complaints and claims, including briefing insurers and lawyers where necessary.

With your consent, we may also use your information to communicate promotional offers, for marketing (including of other practices within our network), and for planning and improving the services we offer.

By submitting your personal information to us, you expressly consent to the disclosure, transfer, storage or processing of your personal information outside of Australia (for example, in a cloud), acknowledging that countries outside Australia may not have the same privacy protections as Australia.

If you wish to withdraw your consent to marketing use, notify us in writing and we will action your request within five business days.

Data security

We store personal information in paper-based documents, both at our office and at off-site secure storage facilities, and in electronic records in a controlled and secure environment, including clouds located offshore. Records are only accessible to those who require access for the purposes for which the information was provided. We take all reasonable steps to protect personal information from misuse, loss and unauthorised access, modification or disclosure, and will destroy or de-identify information once our legal retention obligations have expired and it is no longer needed.

Pseudonymity or anonymity

You may choose not to identify yourself, or to use a pseudonym, when dealing with us, provided it is lawful and practical to do so.

Access to your personal information

Except in exceptional cases established by law, you may request access to the personal information we hold about you by writing to our Privacy Compliance Officer at the details below. You do not need to provide a reason. Where you are entitled to access, we will endeavour to provide a suitable range of options (for example, post or collection) and will respond within 30 days. If you believe information we hold about you is incorrect, incomplete or inaccurate, you can ask us to amend it; if we agree, we will amend it, and if we do not, we will add a note recording your disagreement.

Your consent

By agreeing to be treated by us, you agree to our collection, disclosure, use and storage of your personal information in accordance with this policy. We may revise this policy from time to time at our discretion; your continued dealings with us will be taken as acceptance of the current policy.

Feedback and complaints

Should a patient wish to give feedback or complain about our medical services or any other related matter, they should contact our practice manager in the first instance, either by phone on 07 3120 0990 or by email to info@carindaledoctors.com.au. The practice manager will direct the matter to the relevant doctor at the first opportunity, and a mutually suitable time will be arranged to resolve the issue with all parties involved.

Our contact details

Privacy Compliance Officer: Fabienne
Email: info@carindaledoctors.com.au

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner
Phone: 1300 363 992
Website: www.oaic.gov.au

Office of the Health Ombudsman (Queensland)
Phone: 133 646 (133 OHO)
Website: www.oho.qld.gov.au