Results are checked and filed by our doctors on a daily basis. Results are only given over the phone in certain circumstances. An appointment must be made with the doctor to discuss results. If the doctor has asked the nurse to contact you regarding results please note the nurse can only provide the information the doctor has directed them to give you. If you require any further information than you will need to make an appointment with the Doctor.

A sickness certificate cannot be issued without a consultation with the doctor.

A referral to a specialist requires a letter from your doctor to entitle you to a Medicare rebate. Your referral letter also should include accurate and up to date current and past histories to ensure appropriate care is provided by the specialist. We need to see you before referring you to a suitable specialist, this includes repeat referrals.

Telephone calls do interrupt consultations and cause inconvenience to patients in the surgery. It is not possible to make a diagnosis over the phone. If you are unsure as to whether to come into the surgery, please ring and speak to the Receptionist. If calls are taken the doctor will call back by the end of the day.

We are always striving to improve the standard of professional service to our patients and welcome your feedback. If you have a problem please let us know. You can write to the Practice Manager via the contact details on this website. Forms are also available at Reception.If you feel your complaint has not been adequately addressed, the Office of Health Review is available for further information. Contact number is (08)93230600 or free call 1800 813 583

Feedback can be anonymously provided by clicking on this link.

Our reception staff are happy to take messages or assist you with any general questions regarding your healthcare. If our Doctors are contacted by telephone during normal surgery hours they are likely to be consulting with a patient and a message will be taken & your call returned. In an emergency your call will be transferred to either the Practice Nurse or the Doctor immediately.

Tom Price Medical Centre and Paraburdoo Medical Centre Privacy Policy

Tom Price Medical Centre Pty Ltd ACN 147 316 836 (trading as Tom Price Medical Centre & Paraburdoo Medical Centre) and its related bodies corporate (TPMC, us, we, our) understand that privacy is important to you and are committed to complying with our obligations under the Privacy Act 1988 (Cth) (Privacy Act), which includes the Australian Privacy Principles, and relevant State and Territory privacy legislation applying to health records. This Privacy Policy describes how we collect, use, disclose, store, and handle your personal information and outlines the measures and processes that we have put in place to ensure its adequate protection. For the avoidance of doubt, the Privacy Policy applies to our two general practice clinics in Tom Price and Paraburdoo.

What is personal information?

In this Privacy Policy, ‘personal information’ has the meaning set out in the Privacy Act. In general terms, personal information is information (whether fact or opinion) about an individual who is identified or reasonably identifiable by that information.

Some types of personal information are designated as ‘sensitive information’, which are subject to additional protection under the Privacy Act. For example, these can include information about your health.

What personal information does TPMC collect and hold?

We collect personal information about you in the course of operating our business and providing our services to you. The types of personal information we collect about you will be information that is reasonably necessary for one or more of TPMC’s functions or activities and will depend on the purpose for which the personal information is collected.

This can include:

• If you have requested to receive news and information about TPMC’s services – your name, address, contact details, occupation and professional memberships;
• if you have requested a booking for or are a user of TPMC’s services (or you are a person who engages with TPMC on behalf of another person, such as a patient, in relation to the provision of TPMC’s services) – your (or the other person’s) name, date of birth, age, gender, contact details (including address, email address and phone number), emergency contact details, next-of-kin details, requested services, general practitioner, medical specialist or referring doctor’s details, Medicare card number, government or other individual health identifiers, medical history details (in respect of you and your family), insurance or health fund information, current health information (including details of your current lifestyle), ethnic background, credit card or payment details and responses to our COVID-19 screening questions;
• if you have contacted us to make a complaint, provide feedback, submit an enquiry, or request a call-back – your name and contact details, and any other personal information that you supply to us as part of the complaint, feedback or enquiry;
• in the case of health professionals (which may include trainees or students undertaking training placements in our facilities) – your name, email address, contact details, details of your licences and accreditations, and responses to our COVID-19 screening questions;
• in the case of employees or contractors (whether prospective, current or former) – the information contained in your application or résumé, recorded during any interview, or obtained through any pre-employment or engagement checks (including criminal records and working with children checks), contact details (including email address and phone number), health information, government-issued identifiers such as ABNs, tax file numbers and provider numbers, credentialing information, bank account details and superannuation details, and any other personal information held in your employee record (or other records relating to you); and
• in the case of our suppliers and distributors – the name, mailing or street address, email address, and telephone number(s) of your representative(s).

As a health service provider, where you request a booking for or are a user of TPMC’s services, the personal information, including information about your health and health services, that we collect to provide or in providing our services to you is a category of sensitive information referred to as ‘health information’. We may also collect health information from prospective and current employees and contractors. Except as otherwise required or authorised by law, we will obtain your consent before collecting your sensitive information. For users of TPMC’s services, this consent will be obtained through forms that you will be asked to sign at the time of booking or receiving our services. For employees and contractors, this consent will be obtained through your employment or services contract.

Where you access our website, we also collect technical information and general analytics arising from your use of our website, such as:

• the number of page views (or page impressions) that occur on our website;
• the number of unique visitors;
• how long these unique visitors (on average) spend on our website, and
• common entry and exit points to our website.

When you provide us with personal information or when you receive our services and sign a consent form or a registration form, you consent to us collecting, holding, using and disclosing your personal information in accordance with this Privacy Policy or otherwise for such purposes and in such ways as we may communicate to you from time to time.

How does TPMC collect personal information?

We collect your personal information directly from you, including when you:

• access or use our website;
• complete our electronic contact forms on our website;
• subscribe to receive information about our services;
• make enquiries about TPMC or our services or otherwise communicate with us by email, telephone, in person or via our website or otherwise; and
• apply to work with us or are employed or engaged by us as an employee or contractor.

For users of our services, we collect your personal information, including health information, directly from you when you:

• complete our written forms when making a booking for or at the time of receiving our services;
• use our services and
• make enquiries to us in relation to services you intend to or have received.

Where it is reasonable and practicable to do so, we will only collect personal information about you from you directly and not from third parties. However, if it is not reasonable and practicable to do so, we may collect your personal information from third parties (which may include your general practitioner (where they are not engaged by us) or specialist).

We also use website traffic tracking technology to collect technical information and general analytics about the use of our website. By using our website, you consent to the use of website traffic tracking technology in accordance with this Privacy Policy.

Can you choose not to disclose your personal information?

If you contact us to make a general enquiry about TPMC or our services, you do not have to identify yourself or provide any personal information. Alternatively, you can also notify us that you wish to deal with us using a pseudonym.

However, if we are not able to collect personal information about you, we may not be able to provide you with the information or assistance you require. For example, we will not be able to send you the information you have requested if you have not provided us with a valid email address or telephone number.

Where you are a user or prospective user of our services, you do not have to identify yourself and are under no obligation to provide any personal information; however, this may mean that we are not able to provide you with some or all of our services. For example, where you do not consent to the use of your personal information, this will mean that the emergency doctor will not be able to request blood tests or pathology tests, refer you for specialist treatment, advise your general practitioner (where they are not engaged by us) or medical specialist of your visit or discuss your condition with your family members.

How does TPMC use personal information?

We may use your personal information for purposes connected with our business or our services and otherwise where required or permitted by law.

Some specific purposes for which we use your personal information are as follows:

• to provide information, goods and services to you or someone else on your behalf;
• to communicate with other health professionals (such as your general practitioner (where they are not engaged by us) or medical specialists, or other staff at the clinic that you are being treated in) or institutions (such as radiology or pathology departments) that are involved in the provision of healthcare services to you;
• to generate referral letters through the use of referral templates and document automation technology;
• to inform your next of kin of the outcomes of treatment or to obtain consent to necessary treatment when you are not able to provide such consent;
• to respond to your questions, inform institutions and other clients of developments in the services we provide (including events and opportunities to participate in projects/programs);
• to facilitate our internal business operations (including establishing our relationship with you, fulfilling our legal requirements, maintaining and managing our relationship with you and communicating with you in the ordinary course of that relationship (including responding to feedback or complaints));
• to protect and/or enforce our legal rights and interests, including defending any claim, demand, legal proceeding, cause of action or other dispute arising from, or in connection with, the operation of our business, including, without limitation, any medical negligence claim;
• for quality assurance, research and professional development purposes;
• for submission to certain disease-specific registers (e.g. the National Cancer Screening Register), provided that you have consented to such use;
• for medical research projects, provided that a Human Research Ethics Committee has approved the research and we are satisfied that privacy and confidentiality requirements have been met or
• to securely store your patient records and/or provide you with information that is necessary for you to obtain Medicare payments or other health insurance rebates (if you are a patient).

TPMC will not use personal information for any other purposes unless otherwise permitted or required by law or with your prior consent.

To whom may TPMC disclose personal information?

We may disclose your personal information to third parties in connection with the purposes described above (see the “How does TPMC use personal information?” section).

This may include disclosing your personal information to the following types of third parties:

• our related companies;
• any potential third-party acquirer of our business or assets and advisors to that third party;
• our professional advisers (such as lawyers, accountants or auditors) and insurers, including where a claim, demand, legal proceeding, cause of action or other dispute arising from, or in connection with, the operation of our business is made against us;
• our employees, contractors and third-party service providers who assist us in performing our functions and activities;
• other health professionals (such as your general practitioner or medical specialist, or other staff at the facility that you are being treated in) or institutions (such as radiology or pathology departments) that are involved in the provision of healthcare services to you;
• organisations authorised by us to conduct promotional, research or marketing activities;
• medical researchers or research bodies provided that a Human Research Ethics Committee has approved the research they are undertaking;
• government and regulatory authorities and other organisations, enforcement or exchange bodies or courts;
• third parties to whom you have authorised us to disclose your information (e.g. referees) and
• any other person as required or permitted by law.

Direct marketing communications

We will only send you direct marketing communications (either through mail, SMS or email), including offers, news and exclusive offers, promotions, or events where you have consented to us doing so.

You may opt out of receiving direct marketing communications at any time by contacting us or using the opt-out facilities provided in the direct marketing communications.

Does personal information leave Australia?

We store personal information on servers located in Australia. We may disclose your personal information to overseas recipients, such as to our service providers (e.g. providers of data storage or processing services). It is not practical for us to list every country where such overseas recipients may be located; however, such countries are likely to include India and the Philippines.

Except where an exemption applies under the Privacy Act or other relevant legislation, we will take commercially reasonable steps to ensure that overseas recipients to whom we disclose personal information do not breach the Australian Privacy Principles stated in the Privacy Act in relation to such information.

Any information disclosed to overseas recipients who provide financial or accounting support is anonymised and does not contain any patient-identifiable information.

Security

TPMC takes reasonable steps to ensure the security of your personal information. However, where you interact with us online, you should be aware that the internet is not a secure environment, and we cannot guarantee the security or transmission of personal information you disclose to us online. Accordingly, you transmit your personal information to us online at your own risk.

Please notify us immediately if you become aware of any breach of security.

How long do we keep your personal information?

Generally, we will retain your personal information for the period necessary for the purposes for which your personal information was collected (as outlined in this Privacy Policy) unless a longer retention period is required by law (including minimum record retention periods under State and Territory legislation applying to health records) or if it is reasonably necessary for us to comply with our legal obligations, resolve a dispute or maintain security.

Access to and correction of personal information

You may request access to your personal information held by TPMC at any time by contacting us (including in person at a clinic). If you believe that personal information we hold about you is incorrect, incomplete or inaccurate, then you may also request us to amend it by contacting us.

We will provide access to that information or make the requested changes in accordance with the Privacy Act, subject to any exemptions that may apply. Before providing access or making changes, we will require you to verify your identity. We may charge an administration fee in limited circumstances, including where we are required to.

Requests for third-party access to your medical records (or transfers of such records) should be initiated by either receipt of correspondence from a solicitor or government agency or by you requesting and completing a ‘Patient Request for Personal Health Information Form’. TPMC may withhold the release of your medical records until you have provided a patient request form or signed authorisation.

What is the process for complaining about a breach of privacy?

If you have any questions, concerns or complaints about our collection, use, disclosure or management of your personal information, please contact us in writing using the contact details below.

We will make inquiries, and your complaint will be assessed by an appropriate person with the aim of resolving any issue in a timely and efficient manner.

Complainants also have the option of making a complaint anonymously. Where an anonymous complaint is received, the complainant’s anonymity will be preserved insofar as is possible, however, TPMC may be unable to act on a complaint where the complainant is anonymous. If you would like to submit an anonymous complaint, you can do so at the following links:

Tom Price Medical Centre Patient Feedback Form

Paraburdoo Medical Centre Patient Feedback Form

If you are unsatisfied with the outcome, we will advise you about further options, including, if appropriate, review by the Privacy Commissioner within the Office of the Australian Information Commissioner.

Exemptions and inconsistency with law

Where laws allow for an exemption to compliance with certain legal obligations (for example, the employee records exemption), we may rely on such an exemption.

This Privacy Policy will not apply to the extent that it is inconsistent with any applicable law.

Changes to this Privacy Policy

TPMC may change this Privacy Policy from time to time at our discretion, including to maintain our compliance with applicable laws and regulations or following an update to our internal practices, policies and procedures. Amendments to this Privacy Policy will be posted on our website. Your continued dealings with us, for example, use of our website or services, will signify your agreement to this Privacy Policy as amended.

How to contact us

If you have a query, concern or complaint about this Privacy Policy, the manner in which your personal information has been collected or handled by us, wish to make a complaint about a breach of applicable privacy legislation or would like to request access to or correction of the personal information we hold about you, please contact us using the details provided below:

Attention: Privacy Officer  

GPO Box 145

Brisbane QLD 4000

[email protected]

07 3709 5544

For more information about privacy in general, you can visit the Office of the Information Commissioner’s website at www.oaic.gov.au.

Last review: 1st November 2024.

Next review: 1st November 2025

Outside of opening hours please attend the local hospital or call 000 if the matter is an emergency.

Home visits and walk-in appointments are at the discretion of the General Practitioner.

Tom Price Medical Centre Pty Ltd Email Policy (includes Tom Price Medical Centre and Paraburdoo Medical Centre)

This email policy is to provide information on how we manage our privacy and security via email communications. This email policy is adapted from and in accordance with RACGP 5^th Edition standards and AHPRA guidelines.

General practices are increasingly receiving requests from patients, other clinicians and third parties for health information to be sent to them electronically because it is an easily accessible method of communicating. The Australian Privacy Principles published by the Office of the Australian Information Commissioner state that: “Health information is regarded as one of the most sensitive types of personal information.

For this reason, the Privacy Act 1988 (Privacy Act) provides extra protections around its handling”. http://www.oaic.gov.au/privacy/privacy-act/health-and-medical-research

The Privacy Act defines health information as:

1. information or an opinion about:
   1. the health or a disability (at any time) of an individual; or
   2. an individual’s expressed wishes about the future provision of health services to him or her; or
   3. a health service provided, or to be provided, to an individual; that is also personal information; or
2. other personal information collected to provide, or in providing, a health service; or
3. other personal information about an individual collected in connection with the donation, or intended donation, by the individual of his or her body parts, organs or body substances; or
4. genetic information about an individual in a form that is, or could be, predictive of the health of the individual or a genetic relative of the individual.

Rationale

As all health information is sensitive by nature, all communication of health information, including via electronic means, must adequately protect the patient’s privacy. Our practice takes reasonable steps to make our communication of health information adequately safe and secure. GPs, health providers and patients should be aware of the risks associated with using email in the healthcare environment.

Policy

Our practice considers our obligations under the Privacy Act before we use or disclose any health information. The Privacy Act does not prescribe how a healthcare organization should communicate health information. Any method of communication may be used as long as the organization takes reasonable steps to protect the information transmitted and the privacy of the patient. A failure to take reasonable steps to protect health information may constitute a breach of the Australian Privacy Principles and may result in action taken against the organization by the Australian Privacy Commissioner. What amounts to reasonable steps will depend on the nature of the information and the potential harm that could be caused by unauthorized access to it. The RACGP has developed a matrix is to assist practices in determining the level of security required in order to use email in general practice for communication.

Our practice reserves the right to check an individual’s email accounts as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.

Email configuration

Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software using a secure clinical messaging system such as medical objects. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record.

Protection against spam: Use a spam filtering program.

Encryption of patient information: Use server to server encryption such as SSL or TLS.

Email use education

General protection

• If any information held in our email accounts are relied on, you will download and follow download procedure as per practice policy. You will import into relevant patient file to ensure contents are backed up with the rest of our data.
• Do not download or open any email attachments where the sender is not known to you.
• Email use that breaches ethical behaviours and/or violates copyright is prohibited.
• Do not send or forward unsolicited email messages, including the sending of ‘junk mail’ or other advertising material (email spam).
• Do not use email for broadcast messages on personal, political or non-business matters.

Protection against spam

• Do not reply to spam mail.
• Never try to unsubscribe from spam sites.
• Remain vigilant: do not provide confidential information to an email (especially by return email) no matter how credible the sender’s email seems (e.g. apparent emails from your bank).
• Use a spam filtering program.

Encryption of patient information

• All email communications should be treated as confidential.
• When sending patient information or other confidential data by email, it is best practice to use encryption.
• Be aware that encrypted files are not automatically checked for viruses. They have to be saved, decrypted and then scanned for viruses before being opened.

Protection against the theft of information

• There are significant risks if providing confidential information by email: only do so via the internet when the site displays a security lock on the task bar and with an https in the web address.
• Do not inform people of your email password.
• Be aware of phishing scams requesting logon or personal information (these may be via email or telephone).

Email disclaimer

The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:

“DISCLAIMER: Please Note that any electronic communication could be intercepted or read by someone other than the intended recipient and it is at your discretion for proceeding with electronic communication. This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error, please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. If you are not the intended recipient you are notified that disclosing, copying, distributing or taking any action in reliance on the contents of this information is strictly prohibited.”

Email correspondence

Email correspondence sent to our website/email address are retained as required by the Public Records Act 2002 and other relevant legislation. Email messages may also be monitored by our information technology staff for system trouble-shooting and maintenance purpose. Your email address details will not be added to a mailing list (unless you so request) or disclosed to a third party unless required by law.

Policy review statement

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur.