Privacy Policy

We are committed to protecting patient privacy in accordance with the Privacy Act (1988). This Privacy Policy explains how we collect, store, use, and disclose your personal and health information, how you can access that information, how you can seek the correction of any information, and how you can make a complaint about the handling of your information by us.

Collection & Storage

We collect information that is necessary and relevant to provide you with quality medical care and to perform necessary administrative tasks to manage our practice.  This information may include your personal details (name, date of birth, address, gender, contact details, Medicare number) and health information.  Wherever practicable, we will collect this information directly from you in person, or via phone, email or SMS.  In some instances, we may need to collect patient information from other sources, such as referring doctors, treating specialists, radiology clinics, pathology clinics, hospitals, or other healthcare providers.  In an emergency, we may collect information from your emergency contact, relatives, or friends.

Information may be stored on our password-protected computer medical records system and/or in hard copy records stored securely on our premises.  This information is accessible only by Mr Patten and his staff.

Use & Disclosure

Your information is treated as strictly private and confidential.  Your information will only be disclosed for purposes directly related to providing you with quality care and treatment, or in ways you would reasonably expect us to use it to provide you with this service.  This includes use or disclosure to:

  • Healthcare providers and services directly involved in your care, including doctors, hospitals, medical specialists, radiology services, pathology services, and other specialists outside our practice.

  • Mr Patten’s staff for billing and administrative tasks necessary to manage our practice.

  • Third parties where permitted or required by law, such as to Medicare, insurance companies, police, government regulatory bodies, a court of law, or debt collection agents.

  • To outside contractors to carry out activities on our behalf, such as an IT service provider, debt collection agent, or solicitor.  Contractors strictly uphold our privacy and confidentiality requirements and do not use your information for any purpose except for those activities we have requested they perform.

Information Quality & Security

We aim to ensure that all information held by us is accurate, complete, relevant, and up to date.  For this reason, we may ask you to confirm your personal details when you visit our practice.  We request that you promptly notify us if any personal information we hold for you is incorrect or out of date. 

We take all reasonable steps to protect the security of all information we hold by:

  • Securing our premises;

  • Password-protecting all electronic systems and databases and limiting access to protect information from unauthorised interference, access, modification, and disclosure; and

  • Storing hard copy records securely on our premises that are only accessible to Mr Patten and his staff.

Access

You are entitled to request access to your medical records.  We ask that you put your request in writing, which we will respond to in a reasonable timeframe.  We may deny access to your records in certain instances permitted by law; for example, if disclosure may cause a serious threat to your health or safety.  In this instance, we will inform you of why access is denied and the options you have to respond to our decision.

Corrections

If you believe that information we have about you is not accurate, complete, or up to date, you are entitled to request that this be corrected.  To request a correction to your records, we ask that you contact us in writing.

Overseas Transfer of Data

We will not disclose your information to overseas recipients unless we have your consent or we are required to do so by law.

Privacy Complaints

If you have a complaint about the way your information has been handled by us, we ask that you put this in writing and address it to the Practice Manager at Mr Sam Patten, Epworth Hospital, Suite 8.1, Level 8, 89 Bridge Road, Richmond VIC 3121.  We will review and attempt to resolve your complaint in accordance with our complaints handling procedures.  We will acknowledge receipt of your complaint within 14 days and will endeavour to provide a full response within 30 days of receipt.

If you are dissatisfied with our handling of your complaint or the outcome, you may lodge a complaint with to the Australian Information Commissioner or the Victorian Health Services Commissioner.

Withholding Information

You are not obliged to provide us with your information, however, if you choose to withhold information requested by us, it may limit our capacity to provide you with a full service.  We encourage you to discuss any concerns about your information with us prior to your initial consultation.

Contact Details

To request access or a correction to your records, or to submit a complaint, please contact us in writing by any of the following methods:

  • Mail addressed to the Practice Manager, Mr Sam Patten, Epworth Hospital, Suite 8.1, Level 8, 89 Bridge Road, Richmond VIC 3121

  • Email addressed to the Practice Manager at reception@sampatten.com.au

In your correspondence, please provide your full name, date of birth, and address so that we can correctly identify you and your records.

Your request will be responded to within a reasonable timeframe.

If you have any queries regarding this Privacy Policy, please contact us and request to speak to our Practice Manager.

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