Our privacy policy: your medical information
Privacy Policy
Current as of May 2025​
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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.
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Who can I contact about this policy?
For enquiries concerning this policy, you can contact Simon Target, Practice Manager 02 9798 7212.
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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.
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What personal information is collected?
The information we will collect about you includes your:
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names, date of birth, addresses, contact details
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medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors
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Medicare number (where available) for identification and claiming purposes
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healthcare identifier numbers
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health fund details.
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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.
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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 send us an email or SMS, or telephone us.
In some circumstances, personal information may also be collected from other sources, including:
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Your guardian or responsible person.
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Other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services, and pathology and diagnostic imaging services.
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Your health fund, Medicare, or the Department of Veterans’ Affairs (if relevant).
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While providing medical services, further personal information may be collected via:
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electronic prescribing
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My Health Record
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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:
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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
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with other healthcare providers (e.g. In referral letters)
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when it is required or authorised by law (e.g. court subpoenas)
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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
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to assist in locating a missing person
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to establish, exercise or defend an equitable claim
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for the purpose of confidential dispute resolution process
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When it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
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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.
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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 .
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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.
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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.
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These document automation technologies are used through secure medical software Medical Director Clinical, Pracsoft and Helix. We also use Polar to share de-identified information with NSW Department of Health and the Federal Government of Australia to help government planning about the provision of healthcare.
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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.
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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?
This practice does not use AI scribes or any other AI tools.
.How is your personal information stored and protected?
Your personal information may be stored in various forms.
Medical records on paper or electronic, visual records (e.g., X-rays, CT scans, videos, and photos), and audio recordings.
The practice stores all personal information securely.
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. Our staff can download your personal medical record and print it or provide it in electronic form on a USB. There are charges for staff time to do this, between $150-250 depending on the complexity and size of the records). Patients also have free access to a summary of their medical records via MyHealth Record.
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The practice will respond to any requests to access or correct your personal information within 14 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 Simon Target, Practice Manager 02 9798 7212.
How can you lodge a privacy-related complaint, and how will the complaint be handled at our 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. Please call 02 9798 7212 or write to Practice Manager, Miller Avenue Medical Practice, 17 Miller Avenue, Ashfield NSW 2131.
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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 www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.
Policy review statement
Our privacy policy is available in this printed brochure and on our website milleravenuegp.com regularly reviewed to ensure compliance with current obligations.
If any changes are made:
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They will be reflected on the website.
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Significant changes may be communicated directly to patients via email or other means.
Please check the policy periodically for updates. If you have any questions, feel free to contact us.
Simon Target, Practice Manager, Miller Avenue Medical Practice 02 9798 7212
Communicating with us
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This policy aims to explain clearly the various means by which we communicate with patients and how patients can communicate with us. Each communication method adheres to the Australian Privacy Principles (APPs), the Privacy Act 1988 and any state-specific laws.
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Used correctly, effective communication with patients via telephone and electronic communication ensures that:
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You can contact the practice when you need to;
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You can access their doctor in a convenient, safe and comfortable way if unable to make it into our practice;
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You can make appointments and receive other information in a timely fashion; and
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urgent enquiries are dealt with in a timely and medically appropriate way.
Telephone Communication
This is often the principle method by which patients and others communicate with our Practice and as such is recognised as a vital tool for creating a positive first impression, displaying a caring, confident attitude and acting as a reassuring resource.
Our Dr and staff members are aware of alternative modes of communication used by patients with a disability or a language barrier. We have an internal process for Translating and Interpreting Services.
We may confirm the identity of callers by asking for your:
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Family name and given names
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Date of birth
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Address
Our team is keenly aware of the importance of seeking to understand the urgency of the call when answering the phone; they do this by trying to obtain adequate information from the patient to assess whether the call is an emergency before placing the call on hold. Courtesy is shown to all callers and every call is considered important. Our staff act to provide a professional and empathetic service whilst attempting to obtain adequate information from the patient or caller, even when the patient may be anxious, in pain or distracted by friends or family.
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Staff members are mindful of confidentiality and respect the patient’s right to privacy. Our practice prides itself on the high calibre of customer service we provide, including in the area of patient security, confidentiality, and right to privacy, dignity and respect.
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Our Medical receptionist has been informed of when to put telephone calls through to the nursing and medical staff for clarification. In non-urgent situations, doctors will not be interrupted if consulting with another patient, but will be given the information in a timely manner.
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Patient messages taken for subsequent follow-up by our doctor or other staff member are documented for their attention (or a designated person in their absence) using our Practice Management Software. Any important or clinically significant information is linked and stored in the patient’s medical record. See Telehealth – Telephone & Video Consultations below for more information.
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Non-medical staff do not give treatment or advice over the telephone. Results of tests cannot be given to patients, unless reviewed and cleared by a doctor.
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We have provisions in place for our Dr to be contacted after hours for life threatening or urgent matters or results.
Staff do not disclose details of patients who have consultations here nor any other identifying or accounts information, except as deemed necessary by government legislation or for health insurance funds.
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During non business hours or holidays, a meaningful message is played providing information for medical emergencies, non-urgent after hours care, online options for existing patients and when next the practice will reopen.
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Telehealth – Telephone & Video Consultations
At the start of the call, the doctor will obtain and document in your medical record your consent to continue as a telehealth consultation (phone or video as appropriate).
The doctor determines if the advice or information related to your clinical care can be given via a telehealth consultation or if a face to face visit is necessary, being mindful of clinical safety and patient confidentiality. Telehealth phone or video consultations are treated the same as face to face appointments and fees/medicare rebates may apply accordingly.
If we are unable to reach you for a telephone appointment (e.g. you do not answer at the allocated appointment time, or there are technology issues that prevent connection), the doctor will document any reasons the communication failed in your medical record.
Electronic Communication
We do not use email for any clinical communication. Occasionally we will send patients an email with information, but there is no monitoring of incoming emails at our practice. Please contact us by phone, fax or in person.
SMS
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We use SMS to send pathology referrals and prescriptions to our patients only. There is no monitoring of incoming SMS’s to our practice. Please contact us by phone, fax or in The Practice Website & Social Media Platforms
We use our website and social media platforms to keep our patients, both existing and new, informed about key information such as our opening hours, policies, processes, offerings and fees. We will also publish information from time to time about particular health matters. Our website and Social Media presence is continually monitored to ensure information remains accurate and up to date.
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Fax
Patients, doctors and medical specialists can contact us on our fax 02 9716 4281. Faxes are triaged daily and filed immediately to the Drs inbox.
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Website
This Communications Policy Document and additional information about our practice is available on this website doctorbeata.com also milleravenuegp.com
Patients can also contact us with suggestions and feedback through this website using the ‘Your Say’ page.
Policy Review
This is current as of May 2025 and will be reviewed regularly to ensure it is in accordance with any changes that may occur. Any changes will be updated here
Feedback
We are always trying to improve our service, and welcome comments, compliments, complaints or suggestions for improvement from our patients. Please go to our Feedback and Complaints page here.
Social Media
For confidentiality reasons Miller Avenue Medical Practice does not own or operate social media accounts such as Facebook, Instagram, Twitter/X etc and we do not use social media for marketing or communicating with our patients or medical colleagues. Our staff are not permitted to use personal social media accounts for medical communications related to their work at Miller Avenue Medical Practice.
The best way to communicate with us is by calling 02 9798 7212, or sending a fax to 02 9716 4281.