1. Purpose
Family First Medical Centre is committed to protecting the privacy and confidentiality of all personal and health information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This policy outlines how we collect, use, disclose, and safeguard personal information, including patient health records.
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2. Availability and Review
This Privacy Policy is:
• Located in the Management Folder, accessible to all staff on clinic computers
• Available to patients on request
• Reviewed regularly, and updated in line with legislation or operational changes
• Reviewed for compliance during accreditation assessments
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3. What Is a Patient Health Record?
A patient health record refers to the collection of personal and clinical information about a patient. This includes:
• Demographic details (e.g. name, date of birth, address)
• Medical history
• Notes made during consultations
• Test results, specialist reports, and imaging
• Prescriptions and medication history
• Immunisation status
• Referral and correspondence history
• Medicare or healthcare identifiers
• Telehealth consultation notes
This record may be held electronically or in paper format, and is maintained in accordance with legislative and clinical standards.
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4. Collection of Personal Information
We collect personal information:
• Directly from patients (e.g. through registration forms, verbal information during consultations)
• From third parties with the patient’s consent (e.g. other healthcare providers, Medicare, pathology providers)
We only collect information necessary for providing safe, high-quality healthcare.
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5. Use of Document Automation Technologies
Family First Medical Centre uses clinical software with document automation features (e.g. Best Practice, MedicalDirector, or equivalent) to generate referral letters and clinical summaries.
• These technologies extract clinical information directly from patient records.
• Only clinically relevant and necessary information is included in referrals.
• Our clinicians review and approve all referral letters before they are sent to external providers.
• Staff receive training to ensure data included in these documents is accurate and appropriate.
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6. Audio/Visual Recordings and Telehealth
Family First Medical Centre does not record real-time audio or video consultations, whether in-person or via Telehealth.
If, in the future, a need arises to record a consultation for clinical or training purposes, we will:
• Inform the patient in advance
• Obtain informed, written consent before recording
• Clearly explain how the recording will be stored, used, and who will have access
• Provide the patient with the option to decline without impacting their care
This policy applies to all consultations, including Telehealth and remote video conferencing.
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7. Use and Disclosure of Personal Information
Patient information is used or disclosed for the following purposes:
• Providing healthcare services and treatment
• Communicating with other healthcare professionals involved in the patient’s care
• Referrals to specialists or allied health professionals
• Billing (e.g. Medicare, DVA, private health insurance)
• Quality assurance and clinical audits
• Accreditation and practice improvement processes
• When required or authorised by law
We do not share personal information with third parties for marketing or commercial purposes.
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8. Consent and Patient Rights
We seek informed consent from patients for:
• Collection and sharing of health information
• Referrals and care coordination
• Telehealth consultations
• Any proposed use of recordings, photos, or data for non-clinical purposes
Patients have the right to:
• Request access to their health records
• Correct their personal information
• Withdraw consent at any time (subject to legal and clinical exceptions)
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9. Storage and Security
We take reasonable steps to protect personal information from misuse, interference, loss, and unauthorised access or disclosure. Measures include:
• Password-protected clinical software
• Secure backups and encrypted communication systems
• Staff training in data protection and confidentiality
• Secure document disposal procedures
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10. Access to Records and Complaints
Patients may request access to their personal health information by contacting the Practice Manager. Requests are responded to within a reasonable timeframe and in accordance with applicable privacy laws.
Complaints or concerns regarding privacy can be directed to:
Practice Manager
Family First Medical Centre
156 Urraween Road, Urraween
Phone: 07 4124 2466
Email: mail@familyfirstmedicalcentre.com.au
If unresolved, patients may contact:
• Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
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