Our Policies
Patient code of conduct/Zero Tolerance Policy
All people have the right to attend their workplace and feel safe and not be subjected to aggression and violence.
The effective prevention and management of aggression and violence in the workplace is the responsibility of Border General Practice. Under Safe Work NSW and in line with our Zero Tolerance Policy, we must provide a safe work environment for all workers and the general public. Therefore, workers of Border General Practice have the right to be treated with respect, and aggressive and violent behaviour toward any worker is unacceptable and will not be tolerated at our practice.
Anyone that is abusive to our workers, either in person or over the phone, will be sent a letter from the Practice Manager and/or Owner advising that this behaviour will not be tolerated. Any further violation will result in the removal from the practice.
Privacy Policy
Introduction
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.
Definition of a Patient Health Record
A patient health record is information that has been collected for the purpose of being able assess, diagnose and treat. It contains personal details and a full medical history that is stored securely with the intention of protecting patient privacy.
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 your:
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
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.
Please be aware that there is a Private fee which would not attract a Medicare rebate should you wish to remain anonymous.
How do we collect your personal information?
Our practice may collect your personal information in several different ways.
When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
During the course of providing medical services, we may collect further personal information.
After agreement we may transfer electronic prescriptions (eTP) i.e. a prescription delivered to your mobile phone; upload My Health Record (only uploaded with your approval), as well as share a Shared Health Summary and Event Summaries with relevant health providers.
We may also collect your personal information when you visit our website, leave a telephone voicemail, 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. 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).
Where health information is necessary as for the above sources, practice management software will utilise document automation technologies in order to have the relevant information only. For example, specialist referral letters will only need the relevant information for the referral, which will include information like clinical history, medication and any relevant diagnostic information that will accompany the specialist referral letter, appropriate to the condition/medical findings.
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 the purpose of confidential dispute resolution process
when there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
during the course of providing medical services, through eTP, My Health Record (e.g. via Shared Health Summary, Event Summary) with your prior agreement.
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.
Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.
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. This is usually to the local primary health network on a monthly basis. The provision of this information is designed to inform decision making and guide the development of better healthcare services to the region.
From time-to-time clinical audits are conducted. Your express permission would be requested at the time prior to participation.
Our clinical software utilises a software application with de-identified data for financial management.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms.
Your personal information may be stored at our practice in various forms. We mainly store records electronically. Visual records such as X-ray film, may be kept in the clinic also.
Our practice stores all personal information securely. Some of the information you may enter on our website will be transmitted securely via a secure medium known as Secure Sockets Layer, or SSL. All personal information in electronic format is stored in a protected information server and any hard copy format is in a secure environment where patients/visitors do not have access.
All authorised practice staff and doctors have signed confidentiality agreements upon commencement at the clinic. Moreover, staff are issued with a log in and password to access personal records.
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 by completing the provided form, showing photo ID, and paying the nominated fee if applicable, and our practice will respond within a reasonable time (30 days) after discussion with the treating practitioner. You will be invited to collect your medical record when it is available.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Every 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 when circumstances change.
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. Any complaints or concerns should be raised with the Practice Manager in the first instance or your healthcare provider at the practice. We will then attempt to resolve it in accordance with our feedback and complaint procedure (refer Feedback and Complaints Policy).
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
Privacy and our website
Refer to Website Terms of Use.
Personal health information collection statement
Privacy of Personal Health Information
Any data and information collected is held, used and disclosed in accordance with the Privacy Act 1988.
The information we collect about a patient can include medical details, family information, name, address, employment and other demographic data, past medical and social history, current health issued and future medical care, Medicare number, accounts details, and any health information such as a medical or personal opinion about a person’s health, disability or health status.
Personal health information also includes the formal health record (written or electronic) and information held or recorded on any other medium (e.g. electronic or verbal).
For each patient we have an individual patient health record containing all clinical information held by our practice relating to that patient. Our practice ensures the protection of all information contained within these files.
Practice Privacy
Patient consent to the handling and sharing of personal patient health information is sought and documented early in the process of clinical care, and patients are made aware of the collection statement when giving consent to share health information.
Third Party Requests for Patient Information
Requests for third party access to personal patient health information is initiated through receipt of correspondence from a solicitor or government agency or by the patient completing a Request for Personal Health Information form.
Where our practice holds reports or other health information from another organisation, such as a medical specialist, we are required to provide access to this information in the same manner as for the records we create. We are also required to provide access to records which have been transferred to use from another health service provider.
We only transfer or release patient information to a third party once the consent to share information has been signed and, in specific cases, informed consent has been sought from the patient.
Request for Access and Transfer of Patient Information
Patients of this practice have the right to access their personal (and health) information under legislation. The Privacy Act 1988 and Australian Privacy Principles (APPs) govern health service providers’ and other organisations’ obligations to give patients access to their personal health information on request, subject to certain exceptions and the payment of fees (if any).
This practice complies with the Privacy Act 1988 and APPs adopted therein. These regulations give patients the right to know what information a private sector organisation holds about them, the right to access this information, and to also make corrections if they consider any data is incorrect.