Woodland's Family Practice's Privacy Policy

Introduction

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.

1. Who can I contact about this policy?

For enquiries concerning this policy, you can contact our practice team by email reception@wfpwa.com.au or calling 9446 2010.

2. 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 were to ever use your personal information for purposes other than healthcare provision, we would obtain additional consent from you.

It is important to us that as our patient, you understand why we collect and use your personal information.

3. 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.

4. 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

5. 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.

6. 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:
  • electronic prescribing
  • My Health Record
  • online appointments

Various types of images may be collected and used, including:

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.

7. 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.

8. 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.

9. 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.

10. 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.

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.

11. How is your personal information stored and protected?

Your personal information may be stored in electronic records, paper records, (we are on our way to no paper records though by 2027) visual records (scans, x-rays, videos and photos) and audio recordings.

The practice stores all personal information securely.

Electronic records are password protected. Different levels of authority are assigned to each staff member and doctors as to what information can be accessed. The doctors have full accessed whereas clerical staff have limited access. Our IT environment has antivirus software and several fire walls in place and undertakes continuous monitoring our IT service provider to protect the information we have stored.

Hard Copy formats are stored within a secure environment. Records are not left in public or unauthorised areas of the Practice. Hard copy records are only retrieved by authorised Practice staff and are secured when the practice is closed.

Some information such as mailed correspondence, faxed correspondence, etc. may be held as a ‘hard copy’ record which is stored in a secure area prior to being scanned to an electronic record. This paper record is held in a secure area for a maximum duration of 1 month after which it is destroyed by secure shredding.

Doctors and staff working at Woodlands Family Practice are required to sign a confidentiality agreement at the commencement of working within the practice, the agreement states that it is an immediate dismissal if there is a breach of privacy. Doctors & staff are also given training in this area at induction, so that they understand how to protect your privacy.

12. 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.

We prefer you to put this request in writing on a ‘request for personal health information’ form and our practice will respond within a reasonable time (30 days). An administration fee may be associated with providing this information ifapplicable (e.g. a large printed file) – these must not be excessive. Patients will not be charged for making a request – only for the costs of complying with the request.

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 lodge your requests in writing to the Privacy Officer/Practice Manager, Clarissa Connors: clarissa@wfpwa.com.au or to your treating doctor.

13. 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 our resolution procedure. We encourage you to include your preferred mailing address and contact number to allow a response to be received within 30 days, as per our complaint handling process.

Mail:
The Privacy Officer
Woodlands Family Practice
82 Rosewood Avenue
Woodlands WA 6018

Or

Email: feedback@wfpwa.com.au

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.

You may also contact Health and Disability Services Complaints Office (HaDSCO) & Enquiries Line: (08) 6551 7600 or 1800 813 583. Email: mail@hadsco.wa.gov.au

14. How is privacy on the website maintained?

At Woodlands Family Practice, any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies.

Our websites may contain links to other websites operated by third parties (e.g. Automed). We make no representations or warranties in relation to the privacy practices of any third party website and we are not responsible for the privacy policies or the content of any third party website. Third party websites are responsible for informing you about their own privacy practices.

15. Emailing Woodlands Family Practice

Your consent is implied when you initiate electronic communication with the practice, we will attempt to limit the information shared to non-confidential details due to the inherent security risks of unencrypted email. Sensitive medical information will always be discussed during a scheduled appointment. Please be aware that any emails sent to the practice may be monitored for quality assurance purposes and will be stored within your medical record.

Our practice has an automatic response email that states: ‘Thank you, your email has been received by Woodlands Family Practice. Please note this email is not monitored continually – If it is a matter of urgency, please phone the surgery on 08 9446 2010. Woodlands Family Practice strongly recommends no sensitive information is contained within any emails as we cannot guarantee confidentiality of information transferred. For all appointment bookings please call the surgery or book online.

16. 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.

17. Definitions

In this document, the terms “we”, “our”, “us” or “Woodlands Family Practice” means any Independent Contractor providing services for Woodlands Family Practice.