Privacy Policy

Introduction

This privacy policy is to provide information to you, the patient, on how your personal information (which includes your health information) is collected and used by Dr. Fiona Chao, and the circumstances in which it may be shared with third parties.

Why and when your consent is necessary

When you register as a patient of Dr. Fiona Chao, you provide consent for practice staff at the clinic in which you have made your booking 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?

Dr. Fiona Chao will need to collect your personal information to provide healthcare services to you. The 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.

How do we collect your personal information?

Dr. Fiona Chao may collect your personal information in several different ways.

When you make your first appointment 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 through electronic transfer of prescriptions (eTP), My Health Record, e.g., via Shared Health Summary, Event Summary.
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. 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).

When, why and with whom do we share your personal information?

We sometimes share your personal information:

with third parties who work with Dr. Fiona Chao 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 (eg 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).

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, Dr. Fiona Chao and the 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.

Dr. Fiona Chao and the 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 the practice in writing. Dr. Fiona Chao and the practice may use your personal information to improve the quality of the services we offer to patients through research and analysis of 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. You can let practice staff know if you do not want your information included.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. (as paper records, electronic records, visual records (X-rays, CT scans, videos and photos), audio recordings).

The practice stores all personal information securely. Personal information is kept in electronic format in protected information systems. All systems are password protected and staff have all signed confidentiality agreements.

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.

Dr. Fiona Chao and the practice acknowledges patients may request access to their medical records. This request is required in writing by completing a Personal Health Information Request Form which outlines the type of information being requested, and in what format the patient requests to receive the information. Completion of this form ensures correct processing is undertaken and appropriate consent is obtained, particularly where the patient is requesting their information be sent to them through an unsecure method (i.e., facsimile, mail, email). The completed request form is then forwarded to Dr. Fiona Chao to review, and consider the request through the use of the Release of Health Information Checklist

Dr. Fiona Chao and the practice will then respond with 30 days. There may also be a fee associated with complying to these requests.

Dr. Fiona Chao and the 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 Dr. Fiona Chao and the practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to Dr. Fiona Chao care of Hawthorn Medical, reception@hawthornmedical.com.au

How can you lodge a privacy-related complaint, and how will the complaint be handled at the practice?

Complaints and concerns regarding privacy are taken seriously. You should express any privacy concerns you may have in writing. Complaints and concerns will be resolved in accordance with the resolution procedure. All complaints should be directed to Dr. Fiona Chao, care of Hawthorn Medical via email, reception@hawthornmedical.com.au or by mail at Hawthorn Medical, 125 Power Street, Hawthorn VIC 3122. Responses to complaints and any other key provisions of the complaint handling process will be within 30 days.

Complainants 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.

Policy review statement

This privacy policy is reviewed annually to ensure it remains applicable and in accordance with current practice procedures and legal requirements.