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.

Updated: 21 May, 2026

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 (e.g., 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.
  • Private 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 will collect your personal information:

  • When you make your first appointment, our practice staff will collect your personal and demographic information via your registration.
  • While providing medical services, we may collect further personal information.
  • We may also collect your personal information when you 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. 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 (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 confidential dispute resolution process.
  • When there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification).
  • During the provision of medical services, through Electronic Transfer of prescriptions (eTP), the My Health Record / PCEHR system. 

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.

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 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.  

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, Best Practice. All users of the medical software have their own unique user credentials and passwords 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. 

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms, e.g., as paper records or electronic records. Our practice stores all personal information securely. All staff, contractors and visitors sign a confidentiality agreement, and if breached, disciplinary action is initiated. Staff and Doctors have individual passwords, which are not shared with any other person.

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, and our practice will respond within a reasonable time. There is a fee for the transfer of a full medical record. No fee applies for a health summary.
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. You may also request that we correct or update your information, either in person or in writing to your treating Doctor.

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. Complaints can be made in person to the Practice Manager or by calling the practice on 5499 3224 and asking to speak to the Practice Manager.

You may also contact the Office of the Health Ombudsman (OHO). Generally, the OHO will require you to give them time to respond before they will investigate.
For further information, visit www.oaic.gov.au or call the OHO on 133 646 or via email at [email protected]

Definition of a Health Record

Your record brings together health information from you, your healthcare providers and Medicare. This can include details of your medical conditions and treatments, medicine details, including bush medicines and supplements you may take, allergies, and test or scan results uploaded, all in one place.

Requesting your Health Record

We are happy to provide you with your health records.  Please call reception to discuss.  Depending upon your requirement, a consultation with the Dr may be recommended.  We will release any relevant information required information relevant to your situation.

Patient Email Communication

Patients should be aware that communication by email carries certain risks, including the possibility that emails may be intercepted, accessed by unauthorised persons, delayed, lost, or sent to an incorrect recipient. Email communication may not always be secure or confidential, and information transmitted electronically may be stored on servers or devices outside the practice’s control. Patients are advised not to use email for urgent or emergency medical matters, as responses may not be immediate. Any email communication with the practice may become part of the patient’s medical record. While the practice takes reasonable steps to protect personal health information, complete security and confidentiality of email communication cannot be guaranteed.

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.