Patient Information

New Patients

FIRST APPOINTMENT:

If you have not completed the new patient form on our online booking system with HotDoc, we kindly request you to arrive 10 minutes early to fill in the necessary forms.

To ensure a smooth process during your appointment, we ask that you to bring the following documents:

1. Medicare Card: Please remember to bring your Medicare card for verification purposes.
2. Concession Cards: If you possess any concession cards, bring them along as well.

Appointments

APPOINTMENT DURATION:

Standard appointments are 10 minutes. If you have more than one issue to discuss with the doctor please book a long appointment.

URGENT APPOINTMENTS:

Provision is made for urgent appointments and they will always be given priority. If you need urgent assistance please let the receptionist know.

CANCELLED APPOINTMENTS:

If you are unable to keep your appointment, please let us know as soon as possible so that we can make the appointment available to someone else. A small fee will be incurred for non-attendance without notice.

WAITING TIME:

It can be difficult to always run to time and delays are sometimes unavoidable. If the doctor is behind schedule, the receptionist will inform you upon your arrival to the clinic.

Communications

TELEPHONE ACCESS:

GP’s in this practice may be contacted during normal opening hours. If the GP is with a patient, a message will be taken and the reception staff will advise you when it is likely that the GP will return your call. In an emergency your call will always be put through to the GP. We do not communicate via SMS or email.

RESULTS:

It is the policy of this practice for all patients to return to see their doctor for all test results. Please make an appointment after your test has been performed.

RECALLS / REMINDERS:

Our practice is committed to preventative care. Your doctor will seek your permission to be included on our reminder system. We may issue you with a reminder notice from time to time offering you preventative health services appropriate to your care. If you do not wish to be a part of this system please let your doctor or receptionist know.

REFERRALS / SICK CERTIFICATES /PRESCRIPTIONS:

Patients need to make an appointment to see a doctor for any of the above.

Infection Control

COVID-19

Elizabeth Park Healthcare follows the guidelines set out by SA Health. For the latest information please click on this link

GENERAL INFECTION CONTROL

Elizabeth Park Healthcare follows the guidelines recommended by the Australian Medical Association and the Royal Australian College of General Practitioners regarding infection control and sterilizing techniques.

Patient Feedback

DIRECT FEEDBACK:

Our practice operates according to the Australian Medical Association Code of Ethics. From time to time we may ask you to complete a confidential questionnaire giving your thoughts on the clinic and the services we offer.

If you have any feedback please ask to talk to our Practice Manage.

Privacy

Introduction

We are committed to maintaining the privacy and security of your personal information. By providing this privacy policy, we aim to be transparent about how we collect, use, and protect your data. If you have any questions or concerns regarding our privacy practices or wish to exercise your rights, please contact our practice.

Why and when your consent is necessary

When you register as a patient at our practice, it is essential to understand that by doing so, you provide explicit consent for our General Practitioners (GPs) and practice staff to access and utilize your personal information. This enables us to deliver the highest standard of healthcare tailored to your specific needs. Rest assured, only authorized staff members who require access to your personal information will be permitted to do so. In situations where we may need to utilize your information for purposes beyond healthcare provision, we will seek your additional consent.

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

To provide you with comprehensive healthcare services, we collect the following types of personal information:

1. Contact Information: This includes your name, address, email address, and phone number, enabling us to communicate with you regarding appointments, test results, and other relevant healthcare matters.
2. Health Information: We gather relevant health-related data such as medical history, medications, allergies, and test results. This information is vital for accurate diagnosis, treatment planning, and ongoing healthcare management.

Managing Your Health Effectively

We utilize your personal information for the following purposes:

1. Healthcare Management: Your personal information allows us to manage and coordinate your health effectively. This includes diagnosing medical conditions, providing appropriate treatment, and monitoring your progress.
2. Financial Claims and Payments: We use your information to process health insurance claims, Medicare reimbursements, and other financial transactions related to your healthcare services.
3. Practice Audits and Accreditation: Personal information may be utilized for practice audits to maintain compliance with healthcare standards and accreditation requirements. These audits ensure that our practice consistently meets quality and safety standards.
4. Business Processes: Your personal information may be used for various internal business processes, such as staff training, quality improvement initiatives, and administrative tasks necessary for the smooth operation of our practice.

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.

Exceptions to Anonymity or Pseudonymity:

Legal and Practical Limitations

In certain circumstances, it may not be feasible for us to allow anonymous or pseudonymous interactions. These exceptions include:

1. Impracticability: If it becomes impracticable for us to provide the requested services or fulfill our obligations without identifying you, we may require you to provide your personal information.
2. Legal Obligations: If we are legally required or authorized to deal only with identified individuals, we must adhere to these obligations. This may arise in situations where specific laws or regulations mandate the collection and verification of personal information.

Communication of Exceptions:

Transparency and Information Sharing

We strive to inform you when your anonymity or use of a pseudonym is impracticable or not permissible due to legal requirements. Our practice will clearly communicate these circumstances and the reasons behind them, ensuring transparency in our interactions.

Respecting Your Privacy Choices:

Decision-Making Autonomy

Your privacy choices are important to us. If you prefer to deal with us anonymously or under a pseudonym, and it is practical for us to accommodate your request, we will respect your decision and work within those parameters. We aim to provide you with a comfortable and secure environment for your healthcare interactions.

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 registration.
2. During the course of providing medical services, we may collect further personal information. E.g. information can also be collected through electronic transfer of prescriptions (eTP), My Health Record.
3. 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.
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 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 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 eTP, My Health Record (eg 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, 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 practice in writing.

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.

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 our reception staff know if you do not want your information included.

How do we store and protect your personal information?

At our practice, we are committed to ensuring the secure storage and protection of your personal information. We utilize various forms of storage, including paper records, electronic records, visual records (such as X-rays, CT scans, videos, and photos), and audio recordings. Maintaining the confidentiality and integrity of your information is of utmost importance to us.

Secure Storage of Personal Information:

Safeguarding Your Data

We implement rigorous security measures to protect your personal information:

1. Paper Records: Any physical records containing personal information are stored securely in locked cabinets, ensuring restricted access to authorized personnel only.
2. Electronic Records: Our computer systems are protected with robust security measures, including password protection and encryption, to prevent unauthorized access to electronic records.
3. Visual Records: Visual records, such as X-rays, CT scans, videos, and photos, are stored securely in a controlled environment with limited access to authorized healthcare professionals involved in your care.
4. Audio Recordings: Any audio recordings are stored securely and can only be accessed by authorized individuals on a need-to-know basis.

Confidentiality Agreements and Staff Training:

Ensuring Data Privacy

We take privacy seriously and have confidentiality agreements in place for all staff members and contractors who have access to your personal information. These agreements reinforce their legal and ethical obligations to maintain the confidentiality and privacy of your data. Our staff members receive regular training on privacy practices, ensuring they are knowledgeable about their responsibilities in safeguarding your information.

Data Breach Response:

Preparedness and Swift Action

In the unlikely event of a data breach or unauthorized access to your personal information, our practice has established protocols and response procedures in place. We will take immediate action to investigate and address the breach, mitigate any potential harm, and notify the relevant authorities as required by law.

Retention and Disposal of Personal Information:

Subheading: Responsible Information Management

We retain your personal information for as long as necessary to provide you with healthcare services and comply with legal and regulatory requirements. When your information is no longer required, we securely dispose of it in accordance with applicable privacy laws and guidelines, ensuring the permanent removal of all personal identifiers.

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 to the practice manager, Elizabeth Park Healthcare.

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 to the practice manager, Elizabeth Park Healthcare.

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

You 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.

Privacy and our website.

Cookies are pieces of information that a website transfers to your computer's hard disk for record-keeping purposes, website usage statistics or to provide enhanced functionality on the site. Our cookies may do some or all of these depending on the particular page and its functionality. Generally, the information obtained by cookies is de-identified and does not constitute personal information, but may include the IP address of your computer. We may use this information for additional functionality or to analyse usage patterns.

You are ultimately in control of your browser’s dealings with cookies. Most browsers are by default set to accept cookies, but have the capacity to block or delete them. However, if you do not wish to receive any cookies you should set your browser to refuse cookies. In some instances this may mean you will not be able to take full advantage of parts of our website.

By using our website, you accept the use and installation of these cookies to provide you with these services.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. We will advise our patients of any amendments through our website and through signage in the clinic.