Mixed Billing Monday – Friday

Bulk Billing Available – *Conditions Apply

Mixed Billing
Monday ~ Friday

Bulk Billing Available – *Conditions Apply

Open on Weekends

Weekends/Public Holidays – check Doctor’s profile

Privacy Policy

Current as of: 11/11/2024

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 admin@metromedicalcentre.com.au. 

 

2. Why and when your consent is 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 ever use your personal information for purposes other than healthcare provision, we will 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, 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
  • health fund details. 

 

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: 

  • CCTV footage: Collected from our premises for security and safety purpose
  • 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 with?

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 Transfer of Prescriptions (ETP), My Health Record / PCEHR system (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 are Artificial Intelligence (AI) Scribes used?

The practice uses an AI scribe tool to support GPs take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe service is Lyrebird Health

Lyrebird Health

  • does not share information outside of Australia 
  • destroys the audio file once the transcription is complete
  • removes sensitive, personal identifying information as part of the transcription  

The practice will only use data from our digital scribe service to provide healthcare to you. 

 

12. How is your personal information stored and protected?

Your personal information may be stored in various forms such as electronic records and visual records e.g. X-rays, CT scans, videos and photos.

The practice stores all personal information securely.

  • Hardcopy is stored electronically in scanned format within the environment of the practice software – then securely destroyed or returned to you.
  • The practice software is password protected – unique to each individual user – and information is held in an encrypted database in a secure cloud storage off-site.
  • We have a contract with a reputable IT service for system management and monitoring

Practice staff and contractors are required to read, understand, and sign the Privacy and Confidentially Agreement

There is CCTV footage is recorded in the public areas of the practice (e.g. the waiting area, corridors). The consulting rooms, treatment rooms, and toilets are excluded.

13. 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 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.

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 contact us in person or do so via writing to the practice email. 

 

14. 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 the resolution procedure. 

Complaints and concerns should be forwarded to the practice email or mailed to the practice address. Your complaints 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

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 the Office of the Health Ombudsman

  • Online complaint form: www.oho.qld.gov.au/make-a-complaint
  • Phone: 133 OHO (133 646)
  • Postal address: PO Box 13281, George Street, Brisbane QLD 4001

15. How is privacy on website maintained? 

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

16. Credit card Policy 

Storing of Credit Card Details

Metro Medical Centre stores credit/debit card details securely on patients file for processing of payments.  Card details will be obtained and stored on patient’s files prior to any phone consultation being performed.  At the time of obtaining debit/credit card details from patients, staff will confirm with the patient that they consent for the card details to remain on the file for future transactions.  If a patient declines for the details to be stored for future transactions a note will be put under the card details to remove after transaction is performed.  Staff will then delete the card details after processing payment for the consent transaction.

17. DNA Policy

Metro Medical Centre will be introducing a DNA (did not attend/answer) policy from January 1st 2025.

We acknowledge that it can sometimes be difficult to obtain an appointment with your preferred GP and a common contributing factor for this is patient’s non-attendance.  For this reason, we will be introducing a fee of $20.00 after 3 failed attendances (DNA).  This fee will be required to be paid prior to booking another appointment. 

As a practice we are doing our best to reduce DNA appointments by contacting long consultations on the day to confirm attendance and sending out a reminder SMS the day prior to the appointment.  Appointments can be cancelled via the text message by replying N. (Please note: replying N via text on the day of your appointment will not cancel your appointment.  Please contact reception to cancel your appointment on the day of your appointment). 

To avoid a DNA if you are unable to make your appointment you will need to contact reception 1hour (60mins) prior to your appointment time to cancel.  Failure to do this will result in a DNA (non-attendance) of your appointment. 

For further information please speak to reception.

18. 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. 

Current as of : 11/11/2024

Disclaimer

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.

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