Privacy Policy

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Women’s Health Hub Privacy Policy

The objective of this privacy notice 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.

Who can I contact about this policy?
For enquiries concerning this policy, you can contact Kayla Kovanovic, Practice Manager reception@womenshealthhub.com.au
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 healthcare provision, 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.
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.
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.

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.
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).
- While providing medical services, further personal information may be collected via:
Various types of images may be collected and used, including:
- CCTV footage: Collected from our premises for security and safety purpose
- Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.

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.
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 expressed consent. If you do consent, you may opt out of direct marketing at any time by notifying the 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. The information is secure, patients cannot be identified, and the information is stored within Australia. You can let reception staff know if you do not want your information included.
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 Premier

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.
How is your personal information stored and protected?
Your personal information may be stored in various forms. Our clinic stores electronic records within the Best Practice Premier Software.
The practice stores all personal information securely. Each user has their own log in. All staff are required to sign and acknowledge our Confidentiality Policy upon commencement of employment.
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.

In order to access your personal information, we will request you sign a release of information consent form.

The practice will respond to any requests to access or correct your personal information within 5 business days.

If you require a copy of your Medical File, an administration fee of $45 will apply.

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 email at reception@womenshealthhub.com.au
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. We will then attempt to resolve it in accordance with the resolution procedure.

Our contact details are reception@womenshealthhub.com.au

236 Hoppers Lane Werribee 3030

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.
How is privacy on the website maintained?
At the Women’s Health Hub, any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies.
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.

Next review May 2026

POLICY 105 : APP PRIVACY POLICY – Managing patient Health information

POLICY

The management of Women’s Health Hub are committed to protecting the privacy of our patients within our practice. Information collected is kept strictly confidential and used only for the medical and health care of patients.

PURPOSE

To ensure patients who receive care from the practice are comfortable in entrusting their health information to the practice. This policy provides information to patients as to how their personal information is collected and used within the practice and the circumstances in which we may disclose it to third parties.

SCOPE

This policy applies to all employees and patients of Women’s Health Hub.

PRACTICE PROCEDURE

The Practice will:

Provide a copy of this policy upon request
Ensure staff comply with the APP and deal appropriately with inquiries or concerns
Take such steps as are reasonable in the circumstances to implement practices, procedures and systems to ensure compliance with the APP and deal with inquiries or complaints
Collect personal information for the primary purpose of managing a patient’s healthcare and for financial claims and payments

Staff Responsibility The practice staff will take reasonable steps to ensure patients understand

What information has been and is being collected
Why the information is being collected and whether this is due to a legal requirement
How the information will be used or disclosed
Why and when their consent is necessary
The Practice’s procedures for access and correction of information, and responding to complaints of information breaches, including by providing this policy

Patient Consent The practice will only interpret and apply a patient’s consent for the primary purpose for which it was provided. The Practice staff must seek additional consent from the patient if the personal information collected may be used for any other purpose.

COLLECTION, USE AND DISCLOSURE

Women’s Health Hub recognises that the information we collect is often of a highly sensitive nature and as an organisation we have adopted the privacy compliance standards relevant to Women’s Health Hub to ensure personal information is protected. For administrative and billing purposes and to ensure quality and continuity of patient care a patient’s health information is shared between the medical practitioners of Women’s Health Hub . Collected personal information will include patient’s

Names, addresses and contact details
Medicare number for identification and claiming purposes
Healthcare identifyers
Medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors.

A patient’s personal information may be held at the practice in various forms

As paper records
As electronic records
As visuals ie xrays, ct scans, videos & photos
As audio recordings

The practice’s procedures for collecting personal information is set out below:

Practice staff collect patient’s personal and demographic information via registration when patients present to the clinic for the first time. Patients are encouraged to pay attention to the collection statement that they complete as a new patient.
During the course of providing medical services the practice’s healthcare practitioners will consequently collect further personal information.
Personal information may also be collected from the patient’s guardian or responsible person (where practicable and necessary) or from other involved healthcare specialists.

The practice holds all personal information securely, whether in electronic format, in protected information systems or in hard copy in a secured environment. Personal information collected by Women’s Health Hub may be used or disclosed in the following instances:

For medical defence purposes;
As required by law in instances of mandatory reporting of communicable diseases;
Necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impracticable to obtain patient’s consent
To assist in locating a missing person
For the purpose the patient was advised during consult with the treating Doctor;
As required during the normal operation of services provided. i.e. for referral to a medical specialist or other health service provider;
For the purpose of a confidential dispute resolution process
Some disclosure may occur to third parties engaged by or for the practice for the Practice for business purposes such as accreditation or for the provision of information technology. These third parties are required to comply with this policy.

The practice will not disclose personal information to any third party other than in the course of providing medical services, without full disclosure to the patient or the recipient, the reason for the information transfer and full consent from the patient. The Practice will not disclose personal information to anyone outside Australia without need and without patient consent. The Practice will not use any personal information in relation to direct marketing to a patient without that patient’s express consent. The practice evaluates all unsolicited information it receives to decide if it should be kept, acted upon or destroyed. Women’s Health Hub will employ all reasonable endeavours to ensure that a patient’s personal information is not disclosed without their prior consent.

DATA QUALITY

Patient information collected and retained in our records for the purpose of providing quality health care will be complete, accurate, and up to date at the time of collection. Doctors are reminded to review past medical history at least every 3 years.

DATA SECURITY

All due care will be taken to ensure the protection of patient privacy during the transfer, storage and use of personal health information. Retention of medical records is for a minimum of 7 years from the date of last entry into the patient record unless the patient is a child in which case the record must be kept until the patient attains the age of 25 years of age.

ACCESS TO PATIENT INFORMATION AND CORRECTION

The following will apply with regard to accessing personal and private medical information by an individual:

An individual has the right to request access their own personal information and request a copy or part of the whole record;
Individuals have the right to obtain their personal information in accordance with the Federal Privacy Act from 20 December 2001 onwards. Requests must be made in writing and an acknowledgement letter will be sent to the patient within 14 days confirming the request and detailing whether the request can be complied with and an indication of any costs associated with providing the information. Time spent and photocopying costs when processing a request can be passed on to the requesting patient. Information can be expected to be provided within 30 days.
Requests for information prior to 20 December 2001 will be considered by the practice
Whilst the individual is not required to give a reason for obtaining the information, a patient may be asked to clarify the scope of the request;
In some instances the request to obtain information may be denied, in these instances the patient will be advised;
The material over which a Doctor has copyright might be subject to conditions that

prevent or restrict further copying or publication without the Doctors permission;

The practice will take reasonable steps to correct personal information where it is satisfied they are not accurate or up to date. From time to time the practice will ask patients to verify the personal information held by the practice is correct and up to date.
Patients may also request the Practice corrects or updates their information and patients should must such requests in writing.
Upon request by the patient, the information held by this clinic will be made available to another health provider.

PARENTS/GUARDIANS AND CHILDREN

To protect the rights of a child’s privacy, access to a child’s medical information may at times be restricted for parents and guardians. Release of information may be referred back to the treating Doctor where their professional judgement and the law will be applied.

COMPLAINTS

The management understands the importance of confidentiality and discretion with the way we manage and maintain the personal information of our patients. The Practice takes complaints and concerns about the privacy of patient’s personal information seriously. Patients should express any privacy concerns in writing. The Practice will then attempt to resolve it in accordance with its complaint resolution process. All employees of Women’s Health Hub are required to observe the obligations of confidentiality in the course of their employment and are required to sign Confidentiality Agreements. In the instance where you are dissatisfied with the level of service provided within the clinic, we encourage you to discuss any concerns relating to the privacy of your information with the Practice Manager or your Doctor. If the complaint has not been resolved to your level of satisfaction all complaints should be directed to: The Federal Privacy Commissioner Level 8 Piccadilly Tower 133 Castlereagh Street Sydney NSW 2000 Privacy Hotline: 1300 363 992

SUPPORTING DOCUMENTATION

Our practice complies with the Privacy Act (1988), the Health Records Act 2001 (Vic), the Health Records Regulations 2012 (Vic) and the Privacy and Data Protection Act 2014 (Vic) and acknowledges the importance of protecting the confidentiality and privacy of all patients and recognising the rights of our patients in relation to their personal information. We also comply with National Privy principles and Freedom of information Act 2001

REVIEW DATE

September 2022

Do you have any questions?

We're happy to provide more information.

Give us a call at 03 8652 5441