Privacy Policy Page - Eden Rise

Current as of: 8/1/24

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).

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. This could be through Shared Health Summary, electronic transfer of prescription (eTP) or My Health Record.
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, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).

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?

Your personal information may be stored at our practice in various forms.

We store your personal medical records in multiple ways. Paper records, electronic records, visual records (X-rays, CT scans, videos and photos), audio recordings will be converted to digital if possible, and the hardcopy destroyed according to privacy laws.

Our practice stores all personal information securely.

We store your medical records via our medical practice software which is password protected and individualized to each practitioner and staff.

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 or verbally and our practice will respond within a reasonable time (around 30 days). We may charge a fee to comply with the request to provide your own personal information for you.

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 edenrisefc@y7mail.com.

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. Our email address is edenrisefc@y7mail.com. We endeavour to answer complaints within 30 days.

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.

Policy review statement

This privacy policy will be reviewed yearly or if deemed necessary. We will inform all patients of any significant changes via telephone, SMS and via posters placed in the clinic.

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.

Electronic Communications Policy

Current as of: 8/1/24

Email Communications

Request for information to be sent via email

If a patient requests information to be sent by email, the practice:

Explains to the patient that email is not a secure form of communication
Seeks the patient’s consent to use email
Will request the patient to first email the clinic to the reception desk or email the Practice Manager.
The clinic will email only to the email address sent by the patient (reply option only)
On the email received the patient will be asked to identify themselves

The practice should document the patient consent and maintain a record of information sent via email to the patient in accordance with the email policy.

Inclusion of the patient consented email in the patient’s medical record.

Staff members have full accountability for emails sent in their name or held in their mailbox, and are expected to utilize this communication tool in an acceptable manner.

This includes (but is not limited to):

Limiting the exchange of personal emails
Refraining from responding to unsolicited or unwanted emails
Deleting hoaxes or chain emails
Email attachments from unknown senders should not be opened
Virus checking all email attachments
Maintaining appropriate language within e-communications
Ensuring any personal opinions are clearly indicated as such

The practice reserves the right to check individual email as a precaution to fraud, viruses, workplace harassment or breaches of confidence by employees. Inappropriate use of the Email facility will be fully investigated and may be grounds for dismissal.

The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice. This message reads as follows:

WARNING – This email and any attachments may be private & confidential. If received in error, please delete and inform us by return email.

This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.

Social Media Policy

Current as of: 8/1/24

Social Media refers to the connection of people in an online environment, and it has become a key information source for many people.

Social Media includes:

Social networking sites eg: Facebook and Instagram
Video and photo sharing websites eg: YouTube, Flickr, Snapchat
Micro-blogging sites eg: Twitter
Weblogs, including corporate blogs, personal blogs or blogs hosted by traditional media publications
Forums and discussion boards eg: Whirlpool, Google Groups
Online encyclopedias eg: Wikipedia
Any other web sites that allow individual users or companies to post comments to the web

Where Social Media differs from most other forms of traditional media is the ability to engage in true two-way communication and for virtually anyone to participate in and contribute to content. Our company recognizes that most of its Employees and Independent Contractors will use or interact with Social Media on a personal level, either at work or home.

With this recognition comes the need for a policy that ensures Employees and Independent Contractors who use Social Media, in a personal capacity or as part of their job, have information to support responsible use where Eden Rise Family Clinic.

This policy applies to all employees and contractors of Eden Rise Family Clinic who use social media.

General conditions of use

Any proposal for the use of Social Media to engage with an audience or stakeholder will be evaluated by the Clinics Management.
Eden Rise Family Clinic employees and independent contractors are bound by our Code of Conduct. The values, personal and professional behavior required under both of these codes apply to your interactions or engagements within the Social Media space.
As is the case when speaking to someone face-to-face, over the phone or to a group in a public forum, Eden Rise Family Clinic employees and independent contractors are required to exercise prudence and good judgement when using Social Media.
To assist its ongoing online engagement and Social Media strategy, an authorized Social Media representatives – the Practice Manager and the Practice Owner. Both act towards best interest of Eden Rise Family Clinic.
Either the Practice Manager or the Practice Owner are contacted/identify the issue that Eden Rise Family Clinic should be interested in or respond to

Personal Social Media use

Commenting within Social Media is equivalent to commenting publicly on radio, television or at a public speaking engagement.

As a member of the community, you have the right to make public comment and enter into public debate on political and social issues. There are circumstances, however, in which public comment is inappropriate unless you are specifically authorised by Eden Rise Family Clinic.

These include circumstances where:

the implication that the public comment, although made in a private capacity, is in some way an official comment on Eden Rise Family Clinic activity or programs
you are directly involved in advising or directing the implementation or administration of policy and the public comment would compromise your ability to do so.

Outside of these circumstances, if you comment or write about Eden Rise Family Clinic as an employee and independent contractor, you are required to observe the following guidelines:

If your online profile in some way identifies you as Eden Rise Family Clinic employee and independent contractor, you should comply with this policy. It is recommended that you remove any reference to your employment at or contract with Eden Rise Family Clinic from your personal social networks.
Make it clear that your comments are being made on your own behalf, not on behalf of Eden Rise Family Clinic. You should not imply that you are authorised to speak on Eden Rise Family Clinic’s behalf and you must use a disclaimer. For example, “The views expressed in this post are my personal views only and do not necessarily reflect the views of Eden Rise Family Clinic”.
Do not use your Eden Rise Family Clinic email address to publish comments or engage socially online.
Any online Social Media engagement should not compromise or interfere with your working relationships or your work at Eden Rise Family Clinic.
Do not disclose or comment on any private, confidential or secure information. You must not publish private contact details or other personal or health information relating to any individual client or company.
Ensure comments are respectful of the community in which you are interacting online.
Do not post, or respond to, any inappropriate content (material that is offensive, obscene, defamatory, harassing, threatening, discriminatory, intimidating or otherwise inappropriate). Engagement in any such behavior is a breach of our Code of Conduct.
Respect copyright and comply with laws and fair use regarding copyrighted material. Employees and independent contractors should attribute work to the original author/source and never publish information that is copyright restricted.

Reporting inappropriate use

All inappropriate content relating to Eden Rise Family Clinic employee or independent contractors or stakeholder should be reported to the relevant authority.

Ethics and Values

Current as of: 8/1/24

Our Ethics and Values

At Eden Rise Family Clinic, we are committed to providing compassionate, patient-centered care based on integrity, respect, and excellence. Our ethical principles guide every interaction and decision, ensuring that we:

Respect Patient Autonomy: We honor our patients’ rights to make informed decisions about their health care.
Maintain Confidentiality: We protect the privacy of our patients’ personal and medical information.
Deliver Quality Care: We strive for the highest standards in medical practice, continuously improving our services.
Promote Equity: We provide equitable access to care for all patients, regardless of their background or circumstances.
Act with Integrity: We uphold honesty and transparency in all our dealings with patients, families, and colleagues.

Our values reflect our dedication to fostering a supportive and ethical environment for our patients and the community.

Our Privacy Policy

Your Health is our Priority

Our Privacy Policy

Electronic Communications Policy

Social Media Policy

Ethics and Values

Our Ethics and Values

Acknowledgement of Country