The objective of this document is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.
- Who can I contact about this policy?
For enquiries concerning this policy, you can contact Danielle Pearson, Practice Manager and RN, Lake Macquarie Family Medical Practice at manager@lmfmp.com.au, in person, via our website or by telephone on 02 4954 7611.
- When and why is your consent necessary?
When you register as a patient of this practice, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.
It is important to us that as our patient, you understand why we collect and use your personal information.
By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.
- Why do we collect, use, store, and share your personal information?
Our practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.
- What personal information is collected?
The information we will collect about you includes your:
- names, date of birth, addresses, contact details
- medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes
- healthcare identifier numbers
- health fund details.
- Can you deal with us anonymously?
You can 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.
Dealing with general practices anonymously
The Privacy Act requires patients to be provided with the option of not identifying themselves, or of using a pseudonym, when dealing with a practice unless it is impracticable to do so. Information about this should appear in the practice privacy policy.
The Privacy Act 1988 requires practices to consider whether it is practical that patients are given the option of not identifying themselves, or using a pseudonym. However, practices do not have to deal with patients anonymously or pseudonymously in some circumstances.
- How is personal information collected?
Our practice may collect your personal information in several different ways:
When you make your first appointment, our practice team will collect your personal and demographic information via your registration.
A collection statement is attached to/within the patient registration form to inform patients about the information being collected and its purpose.
We may also collect your personal information when you visit our website, send us an email or SMS, telephone us or make an online appointment.
In some circumstances, personal information may also be collected from other sources, including:
- 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 (if relevant).
- While providing medical services, further personal information may be collected via:
- electronic prescribing
- online appointments.
Various types of images may be collected and used, including:
- Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.
Using personal devices for medical images
The guidelines on using personal devices for medical images should align with Australian privacy obligations, particularly the Australian Privacy Principles (APPs) under the Privacy Act 1988 (Cth). The RACGP resource Using personal mobile devices for clinical photos provides further information on the considerations required when taking clinical photos on a personal mobile device that belongs to a clinician and is used outside of the workplace.
Compliance with privacy obligations
To comply with Australian privacy obligations when collecting personal information from third-party sources, we understand and adhere to the Privacy Act 1988 and the Australian Privacy Principles (APPs) this includes:
– verifying third-party compliance
– ensuring informed consent
– collecting only necessary data
– maintaining data accuracy
– updating our privacy policy and notifying patients of these updates as required
– protecting data with strong security measures
– facilitating individuals’ rights to their data
– providing regular education and training for the practice team on privacy practices.
We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes.
- When, why and with whom do we share your personal information?
We sometimes share your personal information:
- with third parties 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 (e.g. In referral letters)
- when it is required or authorised by law (e.g. 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 it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
- When it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared Health Summary, Event Summary).
Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent.
We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
- Will your information be used for marketing purposes?
Our practice will not use your personal information for marketing any 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 the practice in writing.
- How is your information used to improve services?
Our practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team
We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.
At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you will then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.
- How are document automation technologies used?
Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.
Our practice uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information.
These document automation technologies are used through secure medical software Best Practice (BP).
All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team.
Our practice complies with the Australian privacy legislation and APPs to protect your information.
All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.
- How are Artificial Intelligence (AI) Scribes used?
Our practice uses an AI scribe tool to support GPs take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe services are Heidi and Lyrebird. Some doctors may choose with your consent to use AI (Heidi or Lyrebird) for scribing notes during a consultation.
Heidi and Lyrebird
- does/does not share information outside of Australia
- destroys/stores the audio file once the transcription is complete.
- removes/retains sensitive, personal identifying information as part of the transcription
Our practice will only use data from our digital scribe service to provide healthcare to you.
GP’s also give individual patients the option to opt out of the use of AI scribes when required.
- How is your personal information stored and protected?
Your personal information is stored in various forms.
The practice stores personal information, such as paper records, electronic records, visual records (e.g., X-rays, CT scans, videos, and photos), and audio recordings.
Our practice stores all personal information securely.
Personal information is securely stored and protected in electronic format, in protected information systems and if appropriate, in hard copy format in a secure environment.
Our practice uses security measures such as passwords, secure cabinets, and confidentiality agreements for staff and contractors.
- How can you access and correct your personal information at the 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.
Danielle Pearson, our Privacy Officer, is responsible for attending to patients’ requests to access their medical records.
Our practice will respond to any requests to access or correct your personal information within a reasonable and timely manner. Some minimal costs may be incurred by the patient in regard to our practice complying with the patient’s request, but patients are not charged for making a request for information.
The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information. To do this please contact us via email, in person, over the phone or via our website.
- How can you lodge a privacy-related complaint, and how will the complaint be handled at the practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have to the Practice Manager – Danielle Pearson, Lake Macquarie Family Medical Practice, 281 Lake Road Glendale NSW 2287 Ph: 02 4954 7611 or via email on manager@lmfmp.com.au. We will then attempt to resolve it in accordance with the resolution procedure.
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.
- How is privacy on the website maintained?
At Lake Macquarie Family Medical Practice, any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies.
- Policy review statement
Our privacy policy is regularly reviewed to ensure compliance with current obligations.
If any changes are made:
- They will be reflected on the website.
- Significant changes may be communicated directly to patients via email or other means.
Please check the policy periodically for updates. If you have any questions, feel free to contact us.