The objective of this document 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 — 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.
Overview
By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below. It is important to us that, as our patient, you understand why we collect and use your personal information.
Who can I contact about this policy?
For enquiries concerning this policy, you can contact us via email at info@goldcoastmedicalcentre.com.au or contact Dr Reza Madah, Practice Manager on (07) 5500 6555.
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 outlined in this document, we will obtain additional consent from you.
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 use your information for internal quality and safety improvement processes such as practice audits, accreditation, and staff training to maintain high-quality service standards.
What personal information is collected?
The information we collect about you includes:
- Names, date of birth, addresses, contact details, emergency contact, next of kin, ethnicity
- 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
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.
Gold Coast Medical Centre will refer patients who choose not to identify themselves to public hospitals, for patient safety and to reduce medico-legal risk. The OAIC website provides further information on this topic.
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, the National Cancer Screening Register, and the Australian Immunisation Register.
Various types of images may be collected and used, including:
- CCTV footage — collected from the shopping centre cameras for security and safety purposes
- Photos and medical images — taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images. The RACGP resource Using personal mobile devices for clinical photos provides further information.
Will your information be used for marketing?
The practice will not use your personal information for marketing any 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.
How is your information used to improve services?
The practice may use your personal information to improve the quality of services offered to patients through research, analysis of patient data for quality improvement, and training activities with the practice team.
We may provide de-identified data to other organisations to improve population health outcomes as allowable under privacy legislation. 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 de-identified information included.
De-identified data is used for:
- Quality improvement activities at the practice
- Accreditation
- Students and staff to participate in medical training and teaching
- Informing the Gold Coast Primary Health Network of local health needs and services
- Research purposes
Where identified patient data may be used for these allowable secondary uses, your express consent will be obtained and documented. At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. Researchers will not approach you directly without your express consent having been provided to the practice first. If you provide consent, you will receive specific information on the research project and how your personal health information will be used, at which point you can decide whether to participate.
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 Australian privacy legislation and the APPs to protect your information. All data, both electronic and paper, is stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.
How are AI Scribes used?
The practice uses an AI scribe tool to support GPs taking 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. GPs review these notes before inserting them into the medical record.
The tools currently used include Heidi and Lyrebird. The GPs only use AI scribes that do not share information outside of Australia. The audio file is destroyed once the transcription is complete, and the transcription is not saved once the final copy is inserted into the medical record. If the GP chooses to retain a copy of the transcription, all sensitive and personal identifying information is removed.
How is your personal information stored and protected?
Your personal information may be stored in various forms, including paper records, electronic records, and visual records (e.g. X-rays and photos). Personal information that we hold is protected by:
- Confidentiality agreements for staff and contractors
- Securing the premises
- Extensive security measures across the computer network, monitored 24/7
- Passwords and varying access levels on databases to limit access and protect electronic information from unauthorised interference, access, modification and disclosure
- Locked cabinets and rooms for the storage of physical records
The practice stores all personal information securely.
How can you access and correct your personal information?
You have the right to request access to, and correction of, your personal information. The practice acknowledges that patients may request access to their medical records — this is not the same as just asking for a copy of your records.
The preferred process is that you make an appointment to review your record with your GP. This service is not rebatable through Medicare, and the practice is entitled to charge fees to cover:
- Time spent by administrative staff to provide access
- Time necessarily spent by a medical practitioner at the practitioner's ordinary sessional rate
- Photocopying and other administrative costs
If you are unable to attend the practice, please contact the practice manager via email at info@goldcoastmedicalcentre.com.au. The practice will respond to any requests to access or correct your personal information within 30 days of receipt of your written request.
The practice will take reasonable steps to correct your personal information where it is not accurate or up to date. Sometimes we will ask you to verify that your personal information held by the practice is correct and current.
How can you lodge a privacy-related complaint?
We take complaints and concerns regarding privacy seriously. If you are unhappy with any aspect of the care or service you receive from this practice, please ask for a feedback form, send an email, or speak to one of the doctors, the practice manager, or the reception staff, and we will endeavour to address the problem.
If you still have concerns, please submit them in writing to the Practice Manager via the reception email address. You will receive a response within 30 days.
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner (OAIC). The OAIC will require you to give us time to respond before they investigate.
For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
Alternatively, the state contact is:
How is privacy on the website maintained?
At Gold Coast Medical Centre, any personal information you share with us through our website, email, and social media is handled securely and confidentially. The Medi2Apps online booking is available via a link on our website, via the Book Online button. Please refer to the Medi2Apps privacy policy for details on how Medi2Apps collects information digitally.
Implied consent statement
Privacy Act 1988 — implied consent is agreement that can be inferred from an individual's conduct.
Please be advised that the doctors and staff of Gold Coast Medical Centre will collect and record information about persons who present at this practice seeking medical advice, as is necessary for the primary purpose of providing quality health care, or for a secondary purpose related to the primary purpose (e.g. referral to a specialist, pathology).
Information collected with your consent can only be used to provide your care or in circumstances related to public interest, such as law enforcement and public or individual health and safety. If it is desired that the information be used for other purposes (e.g. research or statistics), your specific consent for each use must and will be obtained.
We require you to provide us with your personal details and a full medical history so that we may properly assess, diagnose, treat, and be proactive in your healthcare needs. The information you provide will be used for:
- Administrative purposes in running our medical practice
- Billing, including compliance with Medicare and Health Insurance Commission requirements
- Disclosure to others involved in your healthcare, including treating doctors and specialists outside Gold Coast Medical Centre — this may occur through referral, medical tests, and the reports or results returned to us following those referrals
- Disclosure to other doctors in the practice, locums, and registrars attached to the practice for the purpose of patient care and teaching
Policy review
Our privacy policy is regularly reviewed to ensure compliance with current obligations. If any changes are made, they will be reflected on the website. Hard copies are always available at reception for patients who do not have access to a computer. Please check the policy periodically for updates.
If you have any questions, please feel free to contact us.