Privacy Policy
The purpose of this policy is to ensure patients who receive care from Corowa Medical Clinic are comfortable in entrusting their health information to the Clinic. Privacy protection and confidentiality of health information is essential for quality health care and we are committed to protecting the privacy and confidentiality of the information we handle about you.
This policy explains:
How we collect, store, use and disclose your personal information;
ways of communication
how to provide feedback
how you may access your personal information;
how we protect the quality and security of your personal information;
how you may seek correction of any personal information we hold;
the definition of patient health record
how you may make a complaint about our handling of your personal information.
In addition to our professional and ethical obligations, at a minimum, our Clinic handles your personal information in accordance with federal and state privacy law. This includes complying with the federal Australian Privacy Principles (APPs) forming part of the Privacy Act 1998 (Cth) and the Victorian Health Privacy Principles (HPPs) forming part of the Health Records Act 2001 (Vic).
More information about the APPs and HPPs can be found on the Australian Information Commissioner’s website www.oaic.gov.au or on our Clinic website, and on request from our Practice reception.
Collection of information
The Clinic collects and holds personal information about you so that we may properly assess, diagnose, treat and be proactive in your health care needs.
The type of personal information we collect may include:
personal details (name, address, date of birth, Medicare number);
your medical history;
notes made during the course of a medical consultation;
referral to other health services providers;
results and reports received from other health service providers; and
credit card or direct debit information for billing purposes
Wherever practicable we will collect this information from you personally - either at the Clinic, over the phone, by you completing a patient registration form, via written correspondence or via internet if you transact with us online.
In some instances, we may need to collect information about you from other sources such as referring doctors, treating specialists, pathology, radiology, hospitals or other health care providers.
In an emergency, we may collect information from your immediate family, friends or carers.
Dealing with us anonymously or with a pseudonym
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.
Obtaining Consent
When you register as a patient at our clinic, we need your consent for our GPs and other practice staff to deliver the best possible healthcare. This enables our healthcare professionals to collaborate effectively for your care.
If we ever use your personal information for purposes other then healthcare provision, we will obtain consent from you.
You can find the patient consent section on our New Patient Registration Form.
Use and disclosure
Your personal information will only be used or disclosed for purposes directly related to providing you with quality health care, or in ways you would reasonably expect us to use it in order to provide you with this service.
This includes use or disclosure:
to the professional team directly involved in your health care, including treating doctors, pathology services and other specialists outside this medical clinic. For example, this may occur through referral to other doctors when requesting medical tests or in the report or result returned to us following the referrals;
to the Practice’s administrative staff for billing and other administrative tasks necessary to run our clinic. Out staff are trained in the handling of personal information in accordance with the Practice Privacy Policy;
to your health insurance fund, Medicare or other organisations responsible for the financial aspect of your care;
where required by law, for example, pursuant to a subpoena;
to insurers or lawyers for the defence of a medical claim; and/or
to assist with training and education of other health care professionals.
If you do not wish for your information to be used for training of health professionals, please tick here: □
Our practice does not intend to disclose your personal information to overseas recipients.
Ways of communication
Receiving and Returning Telephone calls:
Our staff and healthcare professionals may contact you by the telephone for purposes related to your healthcare, such as appointment reminders, results, care coordination, or follow-up on medical treatment.
Confidentiality: When making or returning calls, our staff will verify your identity before disclosing any personal or health information. Messages left will be limited to general details as a request to return the call, without disclosing any sensitive information.
Urgent Matters: For urgent clinical matters, your doctor or nurse will contact you directly
Returning patients calls: Patients may leave a message for their doctor or nurse via administration staff, requesting a call back.
After-hours calls: After hours calls are managed according to the clinics after hours service arrangements.
Electronic Communication
Corowa Medical Clinic use electronic communication including emails and SMS for the purpose of providing timely and efficient healthcare communications.
Purpose: Electronic communication may be used for appointment reminders, health information and patient correspondence
Consent: Patients are asked to provide consent for electronic communications on our New Patient Registration Form
Security: We use AutoMed for any appointment confirmations or correspondence, Automed’s secure messaging systems are recognized as the safest and most secure communication method for exchanging patient information.
How to provide feedback
You can either contact the clinic via the phone and ask to speak with the Manager or Assistant Practice Manager to give feedback or via direct email to our managers. Another form of feedback is using CFEP forms which are conducted throughout the year.
What is a patient health record
A collection of data and information gathered or generated to record clinical care and health status of an individual or group. Health records are made up of documents such as health record forms, clinical documents, legally authenticated documents and clinical referral letters received from clinical providers. This term includes paper-based health records, clinical records, medical records, digitised health records, EHRs, and healthcare records.
How are document automation technologies used
Document automation is where systems using 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.
The document automation technologies are used through our secure medical software “Best Practice”.
All users of our medical software have their own unique individual usernames and passwords allowing them only to access what medical information is needed for their role.
How are Artificial Intelligence (AI) scribes used
The practice uses an AI scribe tool to support GP’s take notes during their consultations with you. The AI scribe uses an audio reading of your consultation to generate a clinical note for your health record. The Practice AI scribe service is “mAIscribe”.
mAIscribe:
Does not share information outside of Australia
Removes sensitive information as a part of the transcript
Doctors will always ask for patient consent prior to starting the consultation
Information Quality
We aim to ensure the information we hold about you is accurate, complete, up to date and relevant. Our practice team correctly identify all patients using 3 identifiers, name, date of birth, and address to ascertain we have the correct patient. Please let us know if any of the information we hold about you is incorrect or not up to date.
Storage
Our Practice takes all reasonable steps to protect the security of the personal information we hold, by:
securing our premises;
using passwords on all electronic systems and databases and varying access levels to protect electronic information from unauthorised interference, access, modification or disclosure; and
storing hard copy records in a secure area that is accessible only to appropriate Clinic staff. ‘
Retention
A per the guidelines stated in https://www.ipc.nsw.gov.au/sites/default/files/2022-11/Fact_Sheet_A_guide_to_retention_and_storage_of_health_information_in_NSW_for_private_health_service_providers_November_2022.pdf we retain private documents for 7 years on the premises, once 7 years have passed we destroy via our agreement with Naish Confidential Shredding.
Access to your personal information
Under law you have a right to access personal information we hold about you. Please contact our Practice Manager for more information on our Access to Medical Records Policy.
We ask that you put your request in writing. A fee for the retrieval and copying of your medical record will apply, charged in accordance with the schedule of fees specified in the Health Records Regulations 2008 (Vic), plus GST. This fee is not redeemable through Medicare.
Amendment of your personal information
If you consider the information we hold about you is not correct, please contact the Clinic in writing. You have the right to have any incorrect information corrected.
What happens if you choose to withhold your personal information?
You are not obliged to give us your personal information. However, if you choose not to provide the Practice with the personal details requested, it may limit our ability to provide you with full service. We encourage you to discuss your concerns with our reception staff prior to your first consultation or with your doctor.
What about use of personal information for direct marketing?
Australian privacy law limits the use of personal information for direct marketing of goods and services. We do not use your personal information for direct marketing.
What should I do if I have a privacy complaint?
If you have a complaint regarding the way your personal information has been handled by our Clinic, please put it in writing and address it to the practice manager. We will acknowledge receipt of your complaint within 14 days, and endeavour to provide a full response within 30 days of receipt.
Should you be dissatisfied with our response, you may lodge your written complaint with the Victorian Privacy Commissioner at https://www.privacy.vic.gov.au and/or the Victorian Health Services Commissioner at http://www.health.vic.gov.au.
If you have a query regarding our Practice’s privacy policy, please contact our Practice Manager who will be happy to discuss the matter with you.
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 verbal communications or written.
Please check the policy periodically for updates. If you have any questions, feel free to contact us.
Our Privacy Policy will be reviewed October 2026.