Current as of: 19th December 2019
Brisbane GP & Travel Doctor is part of Better Medical, Helping Practices to be their best.
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. This is so that we 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 (such as staff training).
What personal information do we collect?
The information we will collect about you includes:
- 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
- and health fund details
How do we collect your personal information?
Our practice will collect your personal information:
- 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. The method in which we collect this information may include Electronic Transfer of Prescriptions (eTP) or through MyHealth Record/PCEHR System
- 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 Veteran’s Affairs (as necessary).
Who do we share your personal information with?
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 (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 there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
- during the course of providing medical services, through Electronic Transfer of Prescriptions (eTP), MyHealth Record/PCEHR system (eg via Shared Health Summary, Event Summary).
Only people that 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.
How do we store and protect your personal information?
Our practice stores all personal information securely. Because of the sensitive nature of the information collected by us to provide its services, extra precautions are taken to ensure the security of that information. Our electronic files are password-protected on several levels, and the computer backup tapes are stored offsite. We require all our employees and contractors to observe obligations of confidentiality in the course of their employment/contract. We require independent contractors to sign a confidentiality undertaking.
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 via email to firstname.lastname@example.org. We will require a signed declaration from the patient prior to sending these medical records.
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 your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to our reception staff via email to email@example.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. Please email your concern to our practice Manager, Michele, via either email firstname.lastname@example.org or via post Suite 4, 400 Gregory Terrace, Spring Hill QD 4000. Alternatively, if you wish to discuss over the phone, please call 07 3239 9599. Your complaint will be handled within 30 days.
You may also contact the Office of the Australian Information Commissioner (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 336 002. Alternatively, you can contact the Office of the Information Commissioner in Queensland on (07) 3234 7373
How do I lodge a complaint regarding the service I received at the practice?
We take patient complaints very seriously and want to ensure that our patients feel cared for and safe in our Practice. If you have a complaint that relates to your experience with us, we would appreciate if you put it in writing to email@example.com so that we can speak to you directly, to try and resolve the matter.
If you feel we will be unable to resolve this for you at a Practice level, patients are able to contact the Office of the Health Ombudsman by telephone on 133 646 to investigate further.
Privacy and our website
Information collected through our website runs directly through Hot Doc and is electronically stored directly into Best Practice Software. This information is kept privacy and is not displayed anywhere public. To view how Hot Doc utlises your information, please see their website.