Privacy Policy


This privacy policy is to provide information to you, our patient, on how your personal information (which includes your 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, you provide consent for our GPs and practice 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 anything else, we will seek additional consent from you to do this.

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

Our practice will need to collect your personal information to provide 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 and payments, practice audits and accreditation, and business processes (eg staff training).

What personal information do we collect?

The information we will collect about you includes :

  • 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.


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?

Our practice will collect your personal information :

  1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
  2. During the course of providing medical services, we may collect further personal information.

Information can also be collected through Electronic Transfer of Prescriptions (ETP), My Health Record/PCEHR system, eg 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.

  1. 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 Veteran’s Affairs (as necessary).

Who do we share your personal information with?

We sometimes share your personal information :

  • With third parties who work with our practice 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 (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, through Electronic Transfer of Prescriptions (ETP), My Health Record/PCEHR system (eg via Shared Health Summary, Event Summary).

Only people that 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.

We do not share personal information outside of Australia.

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 practice in writing.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. 

Our practice stores all information as electronic records.  Only staff who need to see your personal information will have access to it.

Our practice stores all personal information securely.

Personal information is securely stored and protected.  All records are stored in electronic format and back up onto hard drives at the end of each day.  Passwords are required to log onto each computer and each staff member has individual passwords to access the medical software.    All staff and contractors are required to sign a confidentiality agreement with the practice.

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.  All requests will need to be signed by the patient and faxed, e-mailed, mailed or dropped into the practice and our practice will respond within a reasonable time.  Your request can take up to 30 days to be completed and will incur an administration fee of $30 per record.   

Our practice will takes 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 your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to  Within the e-mail please also include your name, date of birth, medicare card number and contact number along with any information that needs to be updated.

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 resolution procedure. Complaints and concerns should be forwarded to or mailed to Metro Medical Centre, Sh30, 1 Springfield Lakes Blvd, Springfield Lakes QLD 4300.  Your complaint will be passed onto the practice manager and business owner.  We will aim to contact you within 30 days with the outcome of your complaints and concerns.  

You may also contact the OAIC or Office of the health ombudsman. Generally the OAIC will require you to give them time to respond, before they will investigate. For further information visit or call the OAIC on 1300 336 002. Office of the Health ombudsman can be contacted on Ph: 133 646 , e-mailed at or a letter can be mailed to Office of the Health Ombudsman PO Box 13281 George street, Brisbane QLD 4003.

Privacy and our website

Our practice has up to date antivirus and antimalware software installed and checked regularly.  Any communication sent through e-mail containing patient details are printed and put into the patient chart and deleted.  No personal information is kept on e-mails record.


Our practice is mindful that even if patients have provided electronic contact details, they may not be proficient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS).

Communication with patients via electronic means is conducted with appropriate regard to privacy.

Any documents containing patient information being sent by e-mail will be sent in a password protected document.  If patients do not want documents sent in a password protected file it will be requested the patient send a request in writing  requesting the document be sent without password protection. 

Metro Medical Centre recognises the practice team requires access to email and the internet to assist in the efficient and safe delivery of healthcare services to our patients. Metro Medical Centre supports the right of staff to have access to reasonable personal use of the internet and email communications in the workplace using the devices and networks provided by the practice. 

Purpose and objectives

This policy sets out guidelines for acceptable use of internet and email by the practice team, contractors and other staff of Metro Medical Centre.  Internet and email is provided primarily to assist the team carry out their duties of employment.


This internet and email policy applies to the practice team, contractors and other staff of Metro Medical Centre who access the internet and email on practice owned devices, including, but not limited to Desktop computers  to perform their work.

Use of the internet by the practice team, contractors and other staff is permitted and encouraged where this supports the goals and objectives of Metro Medical Centre Access to the internet is a privilege and the practice team, contractors and other staff must adhere to this policy.

Violation of these policies could result in the following actions :

  • Disciplinary and/or legal action.
  • Termination of employment.
  • The practice team, contractors and other staff being held personally liable for damages caused by any violations of this policy.

All employees are required to confirm they have understood and agree to abide by this email and internet policy. Each staff Member has singed that they understand our internet and email policy.

Policy content

The practice team, contractors and other staff may use the internet and email access provided by Metro Medical Centre for :

  • Any work and work-related purposes.
  • Limited personal use.
  • More extended personal use under specific circumstances (see below).

Limited personal use of email and internet

Limited personal use is permitted where it :

  • Infrequent and brief use.
  • Does not interfere with the duties of the practice team, contractors and other staff.
  • Does not interfere with the operation of your general practice.
  • Does not compromise the security of your general practice.
  • Does not impact on your general practice electronic storage capacity.
  • Does not decrease your general practice network performance (eg large email attachments can decrease system performance and potentially cause system outages).
  • Does not incur any additional expense for your general practice.
  • Does not violate any legislation.
  • Does not compromise any confidentiality requirements of your general practice.

What is considered reasonable personal use:

  • Conducting a brief online bank transaction.
  • Paying a bill.
  • Sending a brief personal email, similar to making a brief personal phone call.

Unacceptable Internet and email use

The practice team, contractors and other staff may not use internet or email access provided by Metro Medical Centre to :

  • Creating or exchanging messages that are offensive, harassing, obscene or threatening.
  • Visiting web sites containing objectionable (including pornographic) or criminal material.
  • Exchanging any confidential or sensitive information held by your general practice.
  • Creating, storing or exchanging information in violation of copyright laws.
  • Using internet-enabled activities such as gambling, gaming, conducting a business or conducting illegal activities.
  • Creating or exchanging advertisements, solicitations, chain letters and other unsolicited or bulk email.
  • Playing electronic or online games in work time.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. Patient will be notified by a sign in the waiting room when the privacy policy is updated.  

Current as of : 21/12/2022


The template policy is intended for use as a guide of a general nature only and may or may not be relevant to particular practices or circumstances. The Royal Australian College of General Practitioners (RACGP) has used its best endeavours to ensure the template is adapted for general practice to address current and anticipated future privacy requirements. Persons adopting or implementing its procedures or recommendations should exercise their own independent skill or judgement, or seek appropriate professional advice. While the template is directed to general practice, it does not ensure compliance with any privacy laws, and cannot of itself guarantee discharge of the duty of care owed to patients. Accordingly, the RACGP disclaims all liability (including negligence) to any users of the information contained in this template for any loss or damage (consequential or otherwise), cost or expense incurred or arising by reason of reliance on the template in any manner.