The objective of this privacy notice is to provide you, our patient(s), with information on how your personal information is collected and used within the practice. Occasionally we 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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1. What is a patient health record?

A patient health record is a collection of a patients’ medical information. It includes, but is not limited to:

• Medical history
• Medications
• Medical imaging – may also include audio and visual recordings if applicable
• Surgical interventions
• Immunisation status
• Allergies
• Diagnoses
• Contact information for emergency contacts, including next of kin
• Social History
• Correspondence to and from other health professionals and services

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2. Who can I contact about this policy?

For enquiries concerning this policy, you can contact the Practice Manager.

Phone: (07) 3894 0794

Email: brisbane@holdsworthhouse.com.au  

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3. 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.

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4. 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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5. 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

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6. 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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7. 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, telephone us, or make an online appointment.

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
• The Health Provider Portal used in Queensland Health services
• 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. Our policy is to adhere to the guidelines outlined in the Royal Australian College of General Practitioners Using personal mobile devices for clinical photos in general practice

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.

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8. 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 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.

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9. 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 expressed consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing.

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10. 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. 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.

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11. 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.

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12. How are Artificial Intelligence (AI) Scribes used?

Some practitioners utilise AI scribes to assist themselves to efficiently create clinical notes and are acutely aware that these are just tools and the responsibility lies with the practitioner to ensure their safe and effective use.

Should an individual GP choose to use an AI scribe tool, the current available AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The AI scribe service available within our clinical software is Lyrebird Scribe or Heidi Scribe.

Both AI software tools;

• Does not share information outside of Australia
• Destroys the audio file once the transcription is complete
• Removes sensitive, personal identifying information as part of the transcription

Should an individual GP choose to use an AI scribe tool, they will only use data from the digital scribe service to provide healthcare to you.

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13. How is your personal information stored and protected?

Your personal information may be stored in various forms.

• Electronic records
• Visual records (e.g. x-rays, CT scans, photos)
• Hardcopy records (e.g. program enrolment forms such as MyMedicare)

The practice stores all personal information securely.

Electronic information is stored in password protected environments.

Hardcopy records are stored in locked filing cabinets and locked offices.

CCTV footage is recorded and stored on a local server for a short time. The visible areas are restricted to shared areas only such as the waiting rooms and car park – no CCTV is recorded from any consult rooms or behind any closed doors within the premises. Access to this footage is only accessible via our regular information request procedures.

This practice does not record Telehealth or audio-visual consultations.

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14. 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.

The practice will receive requests from patients for access to their medical records via a written request form. Records will be provided once approved by the treating practitioner, or most appropriate practitioner in their absence.  The same process applies to correction of medical records. The practitioner may request further information about the request if required. A fee from $50 is applicable for providing a complete medical record.

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 the practice on (07) 3894 0794 or via email on brisbane@holdsworthhouse.com.au.

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15. 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.

We aim to resolve all complaints within a reasonable time, and the nature of the complaint will dictate how long it takes to resolve. We aim to formally acknowledge all complaints within one business day and can usually resolve issues within the following days. However, the nature of some issues require extensive intervention and may take a longer time. We will keep you informed throughout the process if that is the case.

Complaints are handled by the Practice Manager:

Address: Holdsworth House Medical Brisbane, 116 Robertson St, Fortitude Valley, QLD, 4006.
Phone: (07) 3894 0794
Email: brisbane@holdsworthhouse.com.au ‍

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.  

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16. How is privacy on the website maintained?

At Holdsworth House, any personal information you share with us through email, online forms, and other online media, is handled securely and confidentially. This practice uses analytics and cookies.

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17. Policy review statement

Our privacy policy is regularly reviewed to ensure compliance with current obligations.  

If any changes are made:

• They will be reflected on the website.
• 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 on brisbane@holdsworthhouse.com.au.