Privacy Policy

Introduction 

This privacy policy is to provide information to our patients on how personal information (which includes health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient of our practice, we will ask for you to provide consent for our doctors and 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 purposes not covered by this policy, we will seek additional consent from you to do this.

Under most circumstances, we cannot provide healthcare services to patients who withhold their consent to our privacy policy.

Why do we collect, use, hold and share your personal information?

Under most circumstances, our practice needs to collect your personal information to provide normal 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, processing payments and business operations.

What personal information do we collect?

The information we may collect about you includes your:

• Names, date of birth, addresses, contact details, emergency contact details,
• Medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors,
• Government healthcare identifiers pertaining to Medicare, DVA, pension, etc.

How do we collect your personal information?

Our practice may collect your personal information in several different ways:

1. When you make your first appointment, our practice staff will collect your personal and demographic information via your patient registration.
2. During the course of providing medical services, we may collect further personal information related to your care.
3. We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, or make an online appointment.
4. 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 your GP, specialists, allied health professionals, hospitals, community health services and pathology and diagnostic services,
    • Medicare, DVA, or pension (as necessary).

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 regulatory agencies or information technology providers. These third parties are required to comply with Australian privacy regulations and this policy,
• With other healthcare providers,
• When it is required or authorised by law (eg 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 (eg some diseases require mandatory notification),
• During the course of providing medical services, such as e-prescribing.

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 reception staff.

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.

Use of  Document Automation Technologies

We use document automation technologies to generate referrals and medical correspondence using information from your record or consultation. These documents are securely transmitted and accessed only by authorised employees.

Dealing with us anonymously

If you have a genuine legal need to remain anonymous during your interactions with us, please contact us in advance to discuss how we may be able to assist you. Limited services may be available to patients that legally require anonymity. Contact details:

Complete Skin Specialists
39 Station Street
Sunbury VIC 3429
info@completeskinspecialists.com.au

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. We primarily utilise digital systems to transmit, retrieve, store and safeguard your personal information including but not limited to:

• Patient Information System (Genie), which includes SMS communications and image storage,
• Transcription and note-taking services (Heidi Health),
• Online booking system (HotDoc),
• Referral communications system (HealthLink),
• Template and form builder application (SnapForms),
• Telephony and communications platforms (3CX, Teams, FaceTime, etc),
• Clinical photography and imaging systems,
• Payment processing system (Tyro, Stripe, etc),
• Our website (completeskinspecialists.com.au),
• Cloud computing platforms.

Our practice stores all personal information securely. All data is encrypted, securely and confidentially stored on servers located within Australia to comply with local requirements.

During the course of electronic transmission, data may cross international boundaries (phone calls utilising satellites, internet routing protocols, etc).

Our premises are monitored by CCTV in public areas such as the reception and entrance points for the purposes of patient and staff safety, property protection, and security. CCTV recordings are stored securely, retained for a limited period, and are accessible only by authorised personnel. These recordings do not include consultation or treatment rooms.

Physical records (such a paper files and records) may occasionally be utilised. We securely dispose of physical records at regular intervals.

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 via email or a written letter and our practice will respond within a reasonable time. Contact details:

Complete Skin Specialists
39 Station Street
Sunbury VIC 3429
info@completeskinspecialists.com.au

Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to 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, and you should make such requests in writing.

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. You should express any privacy concerns you may have in writing. We will then attempt to resolve it in accordance with our complaint resolution procedures. Contact details:

Complete Skin Specialists
39 Station Street
Sunbury VIC 3429
info@completeskinspecialists.com.au

You may also contact the OAIC. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

Policy review statement

This policy will be reviewed regularly to ensure it is in accordance with regulations and our practice’s operations. Subsequent updates will be posted on our website.