FAQ's

SEPTEMBER 1, 2025

LIFT UNDER MAINTAINANCE

NOT IN SERVICE

Thank you for your understanding.

Privacy Policy

Current as of August 2025

Introduction

This Privacy Policy explains how our practice collects, uses, stores, and protects your personal information, including sensitive health data. It also outlines the limited circumstances under which your information may be share with third parties.

We are committed to maintaining the confidentiality of your information and complying with all relevant privacy and data protection laws.

Why and When Your Consent is Necessary

When you register without practice, you provide consent for out GPs and practice staff to access and use your personal information. This enables us to deliver the best possible care tailored to your needs.

Access to your information is strictly limited to staff members directly involved in your healthcare.

If we ever need to use your information for any purpose other than your direct care – such as research, training, or sharing with third parties – we will always ask for you explicit consent before doing so.

Why We Collect, Use, Hold and Share Your Personal Information

Our practice collects your personal information primarily to provide you with safe, effective, and personalised healthcare services.

The main reason we collect, use, hold, and share your information is to manage your health and medical needs. We may also use your information for related business activities, such as:

·       Processing Medicare or insurance claims and payments

·       Conducting practice audits and accreditation

·       Supporting internal business operations, such as staff training and quality improvement

We are committed to protecting your privacy and ensuring that your information is only used where necessary and in line with privacy laws.

What Personal Information Do We Collect?

To provide you with high-quality healthcare, our practice collects the following personal information:

·       Full name, date of birth, address and contact details

·       Medical information, including Medical History, Current and past medications, Allergies and adverse events, Immunization records, Social and family history and Risk factors

·       Medicare number (where available), for identification and claiming purposes

·       Healthcare identifiers

·       Private health fund details, if applicable

All information is collected with your consent and handled in accordance with relevant privacy legislation to protect your confidentiality.

Dealing With Us Anonymously

You have the right to interact with our practice anonymously or by using a pseudonym, where this is reasonable and practical.

However, in many cases, it may not be possible for us to provide healthcare services without confirming your identity. Additionally, there are situations where we are legally required to deal only with identified individuals.

If you wish to remain anonymous, please speak with our staff to discuss what may be possible in your specific circumstances.

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 staff will collect your personal and demographic details through the registration process.

·       During your care, we collect additional personal and medical information as part of providing healthcare services

·       Through digital communications, such as when you visit our website, send us an email or SMS, call our practice, make an online appointment or use Health Professional Services (HPOS), e.g. check Medicare eligibility or update the Australian Immunization Register

·       During phone consultation, your doctor will verify your identity as part of providing safe and appropriate healthcare. Please note: Telehealth consultations are not recorded by the practice.

Information from other sources

In some cases, we may collect personal information from third parties when it is not practical or reasonable to collect it directly from you. These sources may include:

·       Your guardian or legally responsible person

·       Other healthcare providers involved in your care (e.g specialist, allied health professionals, hospitals, pathology or imaging services)

·       Government agencies such as Medicare, the Department of Veteran's Affairs (DVA), or your private health fund

All information is collected and handled in accordance with privacy laws and with a focus on providing you with safe, coordinated care,

When and Why Your Personal Information May Be Shared

Your personal information may be shared in the following situation:

For Business Operations

·       With third parties who help the practice run (e.g. IT providers, accreditation agencies)

·       These parties must comply with privacy laws (APPs) and the practice's policy

For Your Healthcare

·       With other healthcare providers (e.g. specialist, hospitals)

·       During provision of medical services (e.g. through eTP, My Health Record)

When Required or Permitted by Law

·       For legal requirements (e.g. court subpoenas)

·       When there is a statutory obligation (e.g. mandatory disease notifications)

In Emergency or Serious Threat Situations

·       To prevent or lessen a serious threat to your or public's health/safety

·       If it is impractical to get your consent

Other Specific Legal Circumstances

·       To help locate a missing person

·       To establish, exercise, or defend a legal claim

·       For confidential dispute resolution

Who Can Access Your Information

·       Only staff who need access to your information for care or business reasons.

·       Your information is not shared with any third party (except as described above) without your consent.

Special Notes on How Information is Shared

·       Referral letters use document automation to include only relevant medical information

·       Information may be securely sent to service providers via secure messaging systems.

·       Your information is not shared outside Australia unless legally permitted and with your consent.

·       Your information is not used for marketing without your express written consent. You can opt out any time

How Your information is Stored and Protected

·       The practice is paperless and uses secure electronic systems.

·       All clinical staff have individual password access to computers.

·       Computers and servers:

        - Are protected by antivirus software and firewalls

        - Are password - protected and use screensavers

        - Are backed up regularly, with backups stores off-site securely

        - Follow the RACGP computer security checklist

·       Referral letters use document automation to include only relevant medical information

·       Information may be securely sent to service providers via secure messaging systems.

·       Your information is not shared outside Australia unless legally permitted and with your consent.

·      During phone consultation, your doctor will verify your identity as part of providing safe and appropriate healthcare. Please note: Telehealth consultations are not recorded by the practice.

 How You Can Access Your Personal Information

·       You can request access to your health information: In person at the practice, by phone or in writing (via email, letter, or fax)

·       You don't need to provide a reason for your request.

·       The request will be referred to your treating doctor or the Practice Privacy Officer

·       You may be asked to complete a Request for Personal Health Information form to help process your request correctly.

·       The practice aims to: Acknowledge your request within 14 days and provide access within 30 days

How You Can Correct Your Personal Information

·       The practice will take reasonable steps to ensure your personal information is accurate and up to date.

·       You may be asked periodically to confirm your details are correct.

·       If you find an error, you can request a correction: 

        - This must in writing

        - The practice will provide an acknowledgement of Request Form

        - Any correction made will be attached to the original health records

·       The practice aims to:

        - Acknowledge correction request within 14 days

        - Make corrections within 30 days

How to Lodge a Privacy-Related Complaint

We take your privacy concerns seriously and aim to resolve any complaints fairly and promptly.

Step 1: Contact the Practice

If you have privacy-related complaint:

·       Please put your complaint in writing and address it to:

Practice Manager

Errol Street Medical Centre

L1, 65 Errol Street, North Melbourne VIC 3051

Ph: 03 9329 7011

Email: errolstmedical@gmail.com

We will acknowledge your complaint within 14 days and aim to resolve it within 30 days, following our internal resolution procedure.

Step 2: If the Complaints Is Not Resolved

If you're not satisfied with our response, you can contact the:

Health Services Commissioner (HSC) - Victoria

An independent statutory authority that handles complaints about health service providers. Their service is free and confidential.

What to expect:

·       Your complaint must be in writing. The HSC can assist you in preparing it.

·       The HSC will assess your complaint and notify you of their decisions.

·       They may contact us (the provider) for a response and may be also reach out to you directly.

·       If you're not satisfied with the response, further steps like conciliation (confidential negotiation) may be offered.

·       You might be asked to provide supporting evidence, such as: Medical Reports and Hospital Records

·       Once resolved (or if no further action can be taken), you'll be notified in writing that the case be closed.

·       You cannot be penalized for making a complain, and it's an offence for anyone to try to prevent or intimidate you from doing so.

For more information: https://hcc.vic.gov.au

Step 3: Contact the Office of the Australian Information Commissioner (OAIC)

If you concern relates specially to provide privacy or personal information, you can also contact the OAIC

·       Usually, they require that you try resolving the issue with us first.

·       They can help with the complaints under the Privacy Act

Phone: 1300 363 992

Website: www.oaic.gov.au

Policy Review Statement

This privacy policy is reviewed regularly - at least every two years - to ensure it remains up to date with current laws, guidelines, and practice procedures. 

Any significant changes to the policy will be communicated to patients through:

·       Our practice website, and

·       Signage displayed within the clinic

Personal Health Information & Communication Policy

Errol Street Medical Centre

Confidentiality of Health Records

Your medical record is a confidential document. At Errol Street Medical Centre, we are committed to maintaining the highest level of security and privacy of your personal health information. Access is restricted to authorized staff members only in accordance with privacy laws and professional standards.

Use of Electronic Communications

Please note that Errol Street Medical Centre does not routinely use email for patient communication, due to privacy and confidentiality concerns.

For all enquiries, please contact our reception team directly on:

(03) 9329 7011

Recall and Reminder System

Our practice uses a computerized recall and reminder system in line with the current RACGP standards.

You may be contacted by telephone or SMS when:

• Your doctor needs to follow up on your test results.
• You are due for preventative health services relevant to your care (e.g. immunizations, health checks, screenings).

If you do not wish to receive recalls or reminders, please inform our reception team so we can update you prefernces.

Your participation help support proactive and preventative healthcare.

Telephone Calls & Test Results

If you wish to speak with your doctor, they will usually need to return your call. For urgent matters, please inform our staff of the nature of your call so we can respond appropriately.

Please be advised that phone consultations are not recorded for any purpose.

Important:

In line with our privacy policy, test results are not provided over the phone by our reception staff. Please make a follow-up appointment with your doctor to discuss your results in person.

We appreciate your understanding and cooperation as we work to protect your personal information and provide high-quality, confidential care.