Patients Rights & Responsibilities

Patient Rights:       

PRIVACY & YOUR MEDICAL RECORDS:

Our practice policy is to maintain the privacy of your health information. We ensure that at all times only authorised members have access to the records. The Privacy brochure is available at the reception desk on request.

Patients have a right to participate in discussions about your health. Patients can request a copy of their records in writing.  Patients also have the right to choose who they want to be referred to and they will be informed if a fee is payable.

POUND ROAD MEDICAL CENTRE Privacy Policy  

Current as of: JUNE 2025

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. 

1. Who can I contact about this policy? 

For enquiries concerning this policy, you can contact the Practice Manager. 

2. 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.

3. Why do we collect, use, store, and share your personal information? 

The 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. 

4. 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. 

5. 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. 

Ensure that patients are informed of their right to deal with the practice anonymously or under a pseudonym. Make provisions to accommodate anonymous or pseudonymous interactions unless impracticable. 

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 to give patients the option of not identifying themselves, or using a pseudonym. However, practices do not have to deal with patients anonymously or pseudonymously. The OAIC website provides further information in this topic here. 

6. How is personal information collected? 

The practice may collect your personal information in several different ways: 

When you make your first appointment, the practice team will collect your personal and demographic information via your registration. 

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, 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) -EFTPOS N HICAPS

• While providing medical services, further personal information may be collected via: 

• electronic prescribing -ERX

• My Health Record -MEDICAL DIRECTOR CLINICAL SOFTWARE

• online appointments- HOTDOC APPOINTMENTS AND REMINDERS

Various types of images may be collected and used, including: 

•  CCTV footage: Collected from our premises for security and safety purpose 

Compliance with privacy obligations

To comply with Australian privacy obligations when collecting personal information from third-party sources, you must 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 your 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. 

To ensure compliance, you can include the following line in the privacy policy: 

"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." 

7. 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. 

8. Will your information be used for marketing purposes? 

The 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. 

9. How is your information used to improve services?  

The 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 would 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.

Definitions of de-identified and personal information  

The RACGP Three key principles for the secondary use of general practice data by third parties defines de-identification as: the removing or altering information that identifies an individual or is likely to do so. Where information has been appropriately de-identified, it is no longer considered ‘personal information’ and can therefore be used or shared in ways that might not otherwise be permitted under the Privacy Act 1988 (Cwlth). A general practice can therefore lawfully share de-identified patient data without specific or express patient consent.  

When personal information (i.e., data has not been de-identified) is requested by a third party, specific patient consent is usually needed, and the requesting entity will need to meet the requirements of a human research ethics committee. 

Use of de-identified patient data 

If the practice routinely provides patient health information to other organisations for secondary use the practice should make patients aware that this is occurring by including this information as part of the privacy policy. Practices should give patients assurances and advice on their rights and how their data is protected and must state the practice’s approach to collection of healthcare information for primary and secondary purposes. Whilst patient consent for sharing de-identified practice data is not a legal requirement, it is good practice to have a procedure for ensuring patients who do not consent to secondary use of data are removed from any data extraction process. Most data extraction tools have this functionality. 

10. How are document automation technologies used? 

Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.  

The 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 MEDICAL DIRECTOR.

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. 

The 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. 

11. How are Artificial Intelligence (AI) Scribes used? 

OUR PRACTICE DOES NOT USE AI SCRIBES. BUT IF WE DO START TO USE AI SCRIBE WE WILL NOTIFY YOU AND THE DOCTOR WILL ASK FOR YOUR CONSENT BEFORE THE CONSULTATION BEGINS.

The 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 service is [insert name of product]. 

[insert name of product]: 

• 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  

The practice will only use data from our digital scribe service to provide healthcare to you. 

Use of artificial intelligence (AI) scribes 

It is important practices understand the new and relatively high potential risks when considering the use of commercially available artificial intelligence (AI) scribes. Practices and GPs choosing to deploy AI scribes need to consider the implications both when selecting and using these tools.

The RACGP guidance on Artificial Intelligence (AI) Scribes provides more information on AI scribes. 

GP’s should also give individual patients the option to opt out of the use of AI scribes when required. 

12. How is your personal information stored and protected? 

Your personal information may be stored in various forms.  All our records are now on digital platforms. We store all records on our server and back up drives which are securely stored in a locked safe. Offsite back up is stored securely and all Privacy Laws are complied with.

We do have some paper records which are stored in our locked store room in the Practice.

Incoming Phone calls are recorded for training purposes and are stored on our phone system AVAYA.

All external sites have 2-MFA with passwords.

CCTV footage is recorded and stored for 6-7 weeks and the Directors have the DMSS app on their mobile to view footage with password login. Only Public areas are recorded and excludes Consultation rooms and treatment room.

13. 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. 

The practice acknowledges patients may request access to their medical records. 

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 . Please ask the reception staff for the “Request to Access Self Information Form”. Once you have filled in and signed the form please return it to one of the staff and our practice will respond within a reasonable time.(within 30 business days). You can request to view or have a copy of your records. If paper copy is required a fee may be charged.  $.20 cents per page or $20.00 for complete records on a disc and if posted Registered postage charges will apply.

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 Manager or your GP.

The practice will respond to any requests to access or correct your personal information within 14 days of receiving the request.

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 via in person or email: info@poundroadmc.com.au

14. 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 in writing. We will then attempt to resolve it in accordance with our resolution procedure.

The complaint can we made verbally or in writing. Please ask the reception staff for the complaint form. You can mail it to: 370-372 Pound Road, Narre Warren South, 3805 or email to: info@poundroadmc.com.au

Once received by the Practice manager you will receive an Acknowledgement letter within 14 days.  You will then receive a reply on how the complaint was dealt with, if you are unhappy with the outcome you can make a further complaint to the HSC (details below)

If you have a complaint with the Doctor or General Practice, please contact the

 ^{Health Services Commissioner}

Telephone: 1300 582 113     Fax No.: (61 3) 9032 3111
26th Floor,  570 Bourke Street
Melbourne. 3000   Victoria

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.  

15. 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. 

 

COMPLAINTS & FEEDBACK:

Patient satisfaction affects health outcomes and our practice acknowledges that patient complaints are an important source of customer feedback.

If you have a complaint with the Doctor or General Practice, please contact the Health Services Commissioner.

Telephone: 1300 582 113     
Fax No.: (61 3) 9032 3111
Address: 26th Floor, 570 Bourke Street, Melbourne. Victoria, 3000.

Suggestions: If you have a suggestion on how we can improve the practice services, we would like to hear about it. You may wish to complete a patient feedback survey which can be found on the front reception desk.

​PATIENT RESPONSIBILITIES

AS A PATIENT:

See reception staff on arrival and at you must show your Medicare Card / HCC / PC and verify 3 forms of identification.

1. Date of birth.
2. Address
3. Telephone numbers 
4. *This is a legal requirement to make sure all details are up-to-date and to make sure the correct patient is being seen.

• Treat reception staff with respect, we expect to receive.
• Treat reception staff with courtesy and understanding, specially under pressure.
• Remember that the receptionist is not to be blamed for delays
• Accept that the doctor / patient relationship is a partnership
• Not discriminate against any health professional on the grounds of ethnicity, sex or disability.
• Value and respect the service provided.
• Acknowledge that I will not be given a script every time I attend the clinic. 
• Cancel my appointment as soon as I know that I am unable to attend (at least 2 hours prior to the appointment time else a non-attendance fee is payable).
• Inform reception staff is a longer appointment is required (for forms, etc).

VERBAL OR PHYSICAL ABUSE WILL NOT BE TOLERATED-PATIENTS WHO ABUSE  ANY MEMBER OF THE PRACTICE TEAM WILL BE SENT A FORMAL WRITTEN WARNING AND IN THE EVENT OF RE-OCCURANCE WILL BE REMOVED FROM THE PRACTICE LIST.