Information to Patients
Complaints
We try hard at all times to provide the best service possible. However there may be an occasion when you are not happy with something. This is usually a problem with communication and discussing it with the doctor will clear most problems up. If you wish to take it further you may contact the Office of the Health Ombudsman on 133 646.
Appointments:
It is this surgery's policy to provide for same day appointments in cases of urgency. The surgery uses an appointment system with 15 minutes being the usual appointment. Time is set aside to deal with unexpected problems such as emergencies and we will try hard to minimise waiting times and you can assist us.  Appointments can be made via Appointuit online or via Android and iPhone app stores.
Waiting Times:
We try to give all patients as much time as necessary.  Unfortunately, delays are sometimes unavoidable particularly when patients have unexpected or serious problems.
There are 3 ways you can help us reduce waiting times.
  • Please cancel your appointment if you can't make it.
  • If you have several problems, or a complex problem you may need a long appointment. Please tell the receptionist. It can help if you bring a list so that nothing is left out.
  • If necessary, we are happy to see more than one family member. However, so we can do a good job,​ please book an appointment for each person.​
Results of tests:
An appointment is generally required for follow up of investigations ordered by your doctor. You will be advised by your doctor on the specific followup procedure when the tests are ordered. It is preferred if advised to call for results this is to be between the hours of 2pm and 4pm.
Communication:
Our doctors will only accept telephone calls in the event of a medical emergency.  For non-urgent inquiries, you may leave a message with reception and your doctor will return your call when available.  All advice is best given at the time of consultation.
Electronic communication:
Our practice uses encrypted medical software (medical objects) to electronically transfer records.  If this is not possible, we will use fax or send directly with the patient.  
We use an SMS system to confirm appointments and to send health reminders. 
Please advise reception if you do not wish to be contacted via electronic means.
19th Avenue Family Practice Privacy Policy
Current as of: 16/06/2018
Introduction
This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.
Why and when your consent is necessary
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
What personal information do we collect?
The information we will collect about you includes your:
  • names, date of birth, addresses, contact details
  • medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
  • Medicare number (where available) for identification and claiming purposes
  • healthcare identifiers
  • health fund details.
Dealing with us anonymously
You have the right to 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.

How do we collect your personal information?
Our practice may collect your personal information in several different ways.
1.When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
2.During the course of providing medical services, we may collect further personal information.
3.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.
4.In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
  • 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 (as necessary).
When, why and with whom do we share your personal information?
We sometimes share your personal information:
  • with third parties who work with our practice 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
  • when it is required or authorised by law (eg 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 there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)
  • during the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our 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 our practice in writing.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms.
Our practice stores all personal information securely, in accordance with RACGP standards.

How can you access and correct your personal information at our practice?
You have the right to request access to, and correction of, your personal information.
Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing and our practice will respond within a reasonable time.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to the Practice Manager.
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 in writing. We will then attempt to resolve it in accordance with our resolution procedure.
You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
Policy review statement
This policy will be reviewed regularly in accordance with RACGP standards.
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