How we deal with complaints and requests
We do our best to ensure you receive quality service and your experience with us is a pleasant and comfortable one. If we did not meet your expectations or you believe we can improve in any way we are more than happy to hear from you. We request that you contact us in writing and we will attempt to resolve the issue and advise you of the outcome in 7 days. If you are dissatisfied with our handling of a complaint or the outcome you may make an application to the Australian Information Commissioner or the Privacy Commissioner in your State or Territory.
To download the forms or for more information: Visit www.oaic.gov.au
The purpose of this website is to provide you with trusted information about our services and links to other services or organisations that you may find useful.
Personal information we collect about you for your electronic record includes:
- Your name, address, telephone numbers, email address
- Medicare number
- Private health fund details
- Next of kin name and phone number
- GP's details
- Medical history including family history
If you supply us with phone numbers including numbers of next of kin this gives our staff permission to use these details to contact you. Our staff will identify themselves but will not divulge medical information. Please ensure you advise us of any change in details when you attend a consultation.
You may request access to Personal Information about you that we hold and you may ask to correct your Personal Information if you find that it is not accurate, up-to-date or complete. You may also make a complaint about our handling or your Personal Information. These services are free of charge. To protect your privacy and privacy of others, we will need evidence of your identity before we can grant you access to information about you or change it.
For administration and billing purposes however, and to enable the patients attended to by other medical professionals, patient information is shared between health providers.
Your medical records are retained by us for a minimum of seven years from the last consultation.
USE AND DISCLOSURE
Your personal and medical information is strictly private and confidential. We will only disclose for purposes related directly to your care for ongoing care and treatment to other health providers such as other specialists, radiologists, hospitals and general practitioners. As required under compulsion of law or where there is serious and imminent threat we may be permitted or required to disclosure your personal information.
We may also divulge personal information to government offices such as medicare or your private health fund to obtain information relevant to your treatment.
We will never send your information to third parties such as insurance companies without a current signed release from you to do so.
If you wish to have your medical records transferred to another practitioner you will need to advise the practitioner to request your records. We will need a signed authorisation from you to release to that particular practitioner. A copy of your notes or a letter with your medical history will be sent to your practitioner.
Your information may also be used for data collection and in research and publications in medical journals but you will not be specifically identified.
HOW WE PROTECT YOUR PERSONAL INFORMATION
This online service is hosted in Australia in secure, government accredited facilities. To help protect the privacy of data and personal information we collect and hold, we maintain physical, technical and administrative safeguards. We update and test our security technology on an ongoing basis. We train our staff about the importance of confidentiality and maintaining the privacy and security of your information. All staff with access to your Personal Information have signed a confidentiality agreement.