Privacy Policy

1. Who can I contact about this policy?

For enquiries concerning this policy, you can contact tel:+6128397918002 8397 9180 or mailto:info@elanoramedical.com.auinfo@elanoramedical.com.au.

2. 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.

It is important to us that as our patient, you understand why we collect and use your personal information.

By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.

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 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

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. 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 (e.g. via Shared Health Summary, Event Summary). Our practice participates in these eHealth programs.

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.

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.

7. 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 providing 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.

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 express 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. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.

At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.

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.

Lyrebird:

• does not share information outside of Australia
• destroys the audio file after 24 hours
• retains 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. You have the option to opt out of the use of AI scribes if and when required.

Our practice also uses an AI–assisted service (AI Facere) to support reception staff in allocating emailed documents to the correct patient file. This system is used for administrative purposes only and does not make clinical decisions. Documents are handled in accordance with our privacy obligations and applicable Australian privacy law.

12. How is your personal information stored and protected?

Your personal information may be stored at our practice in various forms including paper records, electronic records and visual records (X-rays, CT scans, videos and photos).

Our practice stores all personal information securely in electronic format, in protected information systems and in hard copy format in a secured environment. We use passwords, secure cabinets, confidentiality agreements for staff and contractors.

Our practice uses CCTV system at various locations onsite for security and safety purposes, excluding consultation rooms. CCTV footage is handled in accordance with our privacy obligations and applicable Australian privacy law.

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 via a form provided by our reception staff or verbally during your consultation with the GP. There may be a small fee payable for printing of these records – our staff will advise you of these at the time of your request.

The practice will respond to any requests to access or correct your personal information within 30 days.

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 via mailto:info@elanoramedical.com.auinfo@elanoramedical.com.au.

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.

You can contact the clinic via mailto:info@elanoramedical.com.auinfo@elanoramedical.com.au or via phone on tel:+61283978190(02) 8397 8190.

You may also write to the clinic at:

Turnaround time is 30 days for resolution of complaints, and you will be advised in writing of the outcome.

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 .