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. 

We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes.

Who can I contact about this policy? 

For enquiries concerning this policy, you can contact the Practice Manager, Tash Drury at pm@darlingtonmedicalcentre.com.au 

When and why is your consent 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. 

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.

What personal information is collected? 

The information we will collect about you includes your: 

• names, date of birth, addresses, contact details 

• medical information including medical history, 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. 

How is personal information collected? 

The practice may collect your personal information in several ways:

When you make your first appointment, our team will collect your personal and demographic details as part of your registration. You have the option to complete this form in person, or we can send you an SMS link to register through our online booking platform, HotDoc—no printing required. 

HotDoc is a secure, third-party online booking platform widely used by medical practices across Australia. It allows patients to book appointments, receive reminders, complete registration forms, and make seamless payments directly from their devices, making healthcare more convenient and accessible. HotDoc works with trusted payment providers to process payments securely and is committed to protecting patient privacy, meeting all relevant Australian privacy and security standards.

You can find out more information about HotDoc payment security by visiting their website https://help.hotdoc.com.au/hc/en-gb/articles/16087585274137-HotDoc-Payments-Security  

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: 

o electronic prescribing 

o My Health Record 

o online appointments.

 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.    

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

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 prescribing, My Health Record (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. 

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. 

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.

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 Medical Director.

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. 

How are Artificial Intelligence (AI) Scribes used? 

Darlington Medical Centre uses the AI scribe tool, Heidi Health, to help GPs efficiently document notes during patient consultations. Heidi Health creates a clinical note based on an audio recording of the consultation, enhancing our doctors' focus on patient care. This note is then saved directly to your health record.

Here’s how Heidi Health prioritizes your privacy and security:

• Patient Consent and Opt-Out: Consent is obtained before each use, and patients have the option to decline participation in the AI scribe service.

• Australian Data Storage: Heidi Health keeps all information within Australia and does not share any data outside the country.

• Audio File Security: The audio file is destroyed immediately after the transcription is complete, ensuring no long-term audio storage.

• De-identification of Information: Sensitive, personally identifiable information is removed during transcription to protect your privacy.

The data collected via Heidi Health is strictly used to support your healthcare needs at Darlington Medical Centre.

It operates under strict privacy and data security measures to ensure that all patient information is handled confidentially and in accordance with Australian privacy laws.

As with all third-party services we utilize, Darlington Medical Centre ensures that Heidi Health adheres to stringent data protection standards. Personal health information is processed securely, and access to patient data is limited to authorized personnel only. Heidi Health complies with industry standards and regulations, including those outlined in the Privacy Act 1988 and the Australian Privacy Principles, ensuring that any information processed remains private, secure, and used only for the intended purposes of enhancing patient care.

You can find out more about Heidi privacy policy by visiting their website https://www.heidihealth.com/au/legal/privacy-policy 

For any questions or concerns regarding our use of AI tools like Heidi Health, please contact the Practice Manager, Tash Drury, at pm@darlingtonmedicalcentre.com.au.

How is your personal information stored and protected? 

We store your personal information in different formats at our practice, including electronic records, paper documents, and visual data like X-rays, CT scans, and photos, all kept secure and confidential.

Security Measures:

• Electronic Records: Our electronic records are protected by password access and the latest firewall security, as recommended by our IT consultant.

• Physical Records: Any paper records are kept in a locked, security-monitored facility, accessible only to authorized personnel.

• AI Storage: We utilize AI tool Heidi Health, which processes audio recordings of consultations. All data is stored securely within Australia. The audio recordings are deleted immediately after transcription.

• Confidentiality Agreements: All staff and contractors are required to sign confidentiality agreements to ensure your information remains private.

Retention of Health Information:

We adhere to regulations regarding how long we must keep health information and records, which include:

• For Patients 18 and Older: We retain health information for at least 7 years from the last time we provided a health service to the patient.

• For Patients Under 18: We keep health information until the individual turns 25 if the information was collected when they were under 18.

CCTV Footage Policy

At Darlington Medical Centre, we prioritize the safety and security of our patients, staff, and facilities. To help ensure a safe environment, we have CCTV cameras installed throughout our practice.

Purpose of CCTV Footage:

• The primary purpose of our CCTV system is to enhance the safety of patients and staff, deter potential criminal activity, and assist in the investigation of incidents if they occur.

Storage and Access:

• CCTV footage is recorded and securely stored in compliance with Australian privacy laws. Access to the footage is restricted to authorized personnel only, ensuring that it is handled confidentially and used solely for the intended purposes.

• Footage is retained for a specified period, after which it is automatically deleted in accordance with our data retention policy.

Privacy Considerations:

• We take your privacy seriously. Our CCTV cameras are positioned to monitor public areas, and we do not record in private spaces such as consultation rooms or bathrooms.

• Signage is displayed to inform patients and visitors of the presence of CCTV cameras within the practice.

How can you access and correct your personal information at the practice? 

You have the right to access and correct your personal information held by our practice. To request access to your medical records, please send a written request, including your signature, to admin@darlingtonmedicalcentre.com.au. A request form is available for your convenience. We aim to respond to all information requests within 7-14 business days.

Please note the following regarding fees:

• Standard health summaries are available to you free of charge.

• Fees apply for full medical records due to printing and administration costs. The standard fee for full medical records is $40.00

• Additional fees may apply for retrieval, inspection, copying, postage, and any off-site recovery if necessary.

We are dedicated to maintaining accurate data for you and will regularly check and update your details to ensure they are correct. If you find that your information is not accurate or needs updating, please submit your request in writing or via email to our team at reception@darlingtonmedicalcentre.com.au. We will take appropriate steps to correct any inaccuracies in your personal information.

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

We take privacy complaints seriously. If you have any concerns, please submit them in writing or via email to the Practice Manager at pm@darlingtonmedicalcentre.com.au.

We will address your complaint following our resolution procedure and aim to resolve it within 30 days. If you feel your issue has not been adequately addressed, you can contact the Office of the Australian Information Commissioner (OAIC). Please note that the OAIC generally requires you to have given us time to respond before they investigate.

For more information, call the OAIC at 1300 363 992.

How is privacy on the website maintained?  

We are committed to protecting your privacy when you interact with our website. Here’s how we maintain your privacy:

• Privacy Policy Application: Our privacy policy governs how we handle your personal information when you use our website. By engaging with our site, you agree to the terms outlined in this policy.

• Regular Reviews: We regularly review our privacy policy to ensure it complies with any changes in regulations or practices. This helps us maintain a high standard of privacy protection.

• Notification of Changes: If there are any significant updates to our privacy policy, we will notify you through announcements on our website and through notifications in our waiting room.

If you have any questions or concerns about how we maintain your privacy on our website, please feel free to reach out to us.

Policy review statement 

Our privacy policy is regularly reviewed to ensure compliance with current obligations.  

there are any significant updates to our privacy policy, we will notify you through announcements on our website and through notifications in our waiting room.

Please check the policy periodically for updates. If you have any questions, feel free to contact us.