HOW WE COLLECT YOUR INFORMATION

The information we collect may include:

• your name, date of birth, address and contact details
• Medicare, Department of Veterans’ Affairs, concession-card and other relevant healthcare identifiers
• emergency-contact and next-of-kin details
• medical history, symptoms, diagnoses, allergies, medications and treatment information
• pathology, imaging, specialist and other clinical reports
• family, social and lifestyle information relevant to your healthcare
• cultural background, ethnicity, language and communication requirements where relevant
• billing, payment, insurance and appointment information
• correspondence and communications with you
• information needed to meet legal, regulatory, accreditation and reporting obligations.

We only collect sensitive information, including health information, where it is reasonably necessary for our services and with your consent, or where collection is otherwise permitted or required by law.

How We Collect Information

Where reasonable and practicable, we collect personal information directly from you. This may occur when you:

• register as a patient
• complete a form
• book or attend an appointment
• speak with a doctor or another member of our team
• contact us by telephone, email, SMS or through an online service
• provide information through a carer, guardian or authorised representative
• make a payment, enquiry, complaint or request.

We may also collect relevant information from other sources where you have consented or where collection is otherwise permitted or required by law. These sources may include:

• other doctors and healthcare providers
• hospitals, specialists, allied health professionals, pathology providers and imaging providers
• pharmacies
• Medicare, the Department of Veterans’ Affairs and other government agencies
• My Health Record
• health insurers, workers’ compensation insurers or other funding bodies
• a parent, guardian, carer or authorised representative
• emergency services or another person involved in your healthcare.

Why We Collect Your Information

We may collect, use and disclose your information for purposes including:

• assessing, providing and coordinating healthcare
• communicating with other healthcare providers involved in your care
• maintaining accurate clinical and administrative records
• arranging referrals, pathology, imaging, prescriptions and follow-up care
• managing appointments and sending appointment reminders
• contacting you about test results, recalls or follow-up care
• processing Medicare, DVA, insurance and other claims
• billing and payment administration
• responding to enquiries, requests and complaints
• quality improvement, accreditation, auditing and staff training
• complying with legal, regulatory, public-health and professional obligations
• managing the day-to-day operation of the practice.

We may also collect personal information relating to employees, contractors, suppliers and job applicants where reasonably necessary for employment, engagement, taxation, credentialling, safety and business-administration purposes.

Cultural Background and Communication Needs

We may ask about your cultural background, ethnicity, preferred language or communication needs where this may assist us in providing appropriate and culturally responsive healthcare.

Providing this information is generally voluntary unless it is required for a particular healthcare or legal purpose. Please speak with your doctor or reception staff if you would like to provide or update this information.

Government-Related Identifiers

We may collect and use government-related identifiers where reasonably necessary or where permitted or required by law. These may include:

• Medicare numbers
• Individual Healthcare Identifiers
• Department of Veterans’ Affairs numbers
• concession-card details
• healthcare safety-net information
• taxation identifiers for employees, contractors or suppliers where applicable.

Government-related identifiers will not be adopted as Westridge Medical’s own identifiers or used or disclosed except where permitted or required by law.

Anonymous and Pseudonymous Enquiries

You may make a general enquiry or provide general feedback without identifying yourself, where it is lawful and practicable to do so.

However, it will generally be necessary to confirm your identity when providing healthcare, maintaining a clinical record, processing a Medicare or insurance claim, issuing a prescription, arranging a referral, providing access to records or responding to a matter concerning your individual care.

An Individual Healthcare Identifier is a government-issued healthcare identifier and is not a pseudonym.

Unsolicited Information

Sometimes we may receive personal information that we did not request. We will determine whether the information could lawfully have been collected as part of our functions or activities.

If we are not permitted or required to retain it, we will take reasonable steps to destroy or de-identify it where lawful and practicable.

Keeping Your Information Accurate

We take reasonable steps to ensure that the personal and health information we collect, use and disclose is accurate, up to date, complete, relevant and not misleading.

Our staff may ask you to confirm or update your details when you contact or attend the practice. Please notify us if your contact details, Medicare information, medications, allergies or other relevant information change.

Communicating With You

We may contact you by telephone, post, email or SMS for purposes connected with your healthcare or the administration of our services. This may include:

• appointment confirmations and reminders
• recalls and follow-up care
• test-result notifications
• information about services or preventive healthcare that may be relevant to you
• billing and administrative matters.

Electronic communications may carry privacy and security risks. Please tell us if you have communication preferences or do not want particular information sent using a specific method.

If You Do Not Provide Information

You are not required to provide information unless collection is required or authorised by law. However, if relevant information is not provided, we may be unable to deliver particular healthcare services, process a claim, contact you about your care or safely manage your treatment.

Privacy Questions or Concerns

If you have questions or concerns about how your personal or health information is collected, please speak with your doctor or contact the Practice Manager.

Email: admin@westridgemedical.com.au
Phone: 07 4636 6884

Further information about Australian privacy requirements is available from the Office of the Australian Information Commissioner.