Privacy Policy

Privacy Policy and Managing Health Information

Current as of: 7/5/2025


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. In complying with the Commonwealth Privacy Act 1988 (the Privacy Act) and the Australian Privacy Principles 2014, Chevron advanced medical provides the following advice about how Chevron Advanced Medical handles, holds and permits access and correction of personal information in accordance with the Australian Privacy Principles including how to complain about a breach in privacy and request corrections to personal information.



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?
We collect a range of personal and medical information to provide you with safe and effective healthcare. This includes:

Your name, date of birth, address, and contact details
Medical history, current medications, allergies, and adverse events
Immunisation records
Social and family history
Relevant risk factors
Medicare number (where available), for identification and claiming purposes
Healthcare identifiers
Health fund details




Can you deal 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 iInformation?
Our practice collects your personal information in several ways to ensure we can provide you with high-quality healthcare.

At Your First Appointment
When you register with us, our staff will collect your personal and demographic information (such as name, date of birth, and contact details).


During Medical Consultations
Additional personal and medical information is collected during your consultations with our healthcare providers. This may include updates to your medical history, medications, or test results. Information may also be collected through My Health Record or participation in ethically approved research programs.


Through Other Interactions
We may collect personal information when you:
Visit our website
Send us an email or SMS
Call our clinic
Book an appointment online
From Third Parties
In some situations, it may not be practical to collect information directly from you. In these cases, we may collect information from:
Your guardian or legally responsible person
Other healthcare providers involved in your care (e.g., specialists, allied health professionals, hospitals, community health services, pathology and imaging services)
Your health fund, Medicare, or the Department of Veterans’ Affairs (if applicable)


CCTV footage
Collected from our premises for security and safety purposes


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 may share your personal information in the following circumstances:

With Third Parties for Business Purposes
Such as accreditation agencies
information technology providers who support our practice operations.

These third parties are required to comply with the Australian Privacy Principles (APPs) and our privacy policy.

With Other Healthcare Providers
To support your treatment and ongoing care (e.g. in referral letters).


When Required or Authorised by Law
To assist and response to a court subpoena or when certain diseases require mandatory notification


When There Is a Serious Threat to Health or Safety
If it is necessary to lessen or prevent a serious threat to your life, health, or safety, or to public health or safety, or it is impractical to obtain your consent


For Other Legal or Ethical Reasons
To assist in locating a missing person


To establish, exercise, or defend an equitable claim

As part of a confidential dispute resolution process

Through Electronic Systems

While providing medical services, your information may be shared via secure systems such as eTP
(electronic prescribing) or My Health Record (e.g., Shared Health Summary, Event Summary),
unless you have opted out.

Only those who need to access your information for medical or administrative purposes will be permitted to do so. Our practice does not share your personal information with third parties for purposes other than those listed above without your consent.



Our practice will not share your information with anyone outside Australia unless:
Our practice does not share personal information with anyone outside Australia

It is permitted or required by law under exceptional circumstances.

We do not use your personal information for direct marketing without your express consent. If you do consent, you may opt out of marketing communications at any time by notifying us in writing.






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.




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 (Medical Director-Helix and Medical Object).

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.




How do we store and protect your personal information?

Your personal information may be stored at our practice in various formats including,

Paper records


Electronic files


Visual recordings (e.g. radiology films, photos)

We use several medical software programs to store and transmit patient records, including:

Clinical notes – Medical Director/ Helix


HotDoc – booking system


Holter monitors – HoltUp


Blood pressure monitors – Hing Med


Spirometry – Winspiro Pro


ECG – Hillrom


Dermatology imaging – DermEngine

Our practice stores all personal information securely. We take extreme precautions to store and protect your health information in a secured environment. Access to your health information can only be accessed with authorized personnel and this through a secured password protected system. All our staff acknowledges and understand the confidentiality policy and the laws governing your privacy.






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 either in a letter or email format and our practice will respond within a reasonable time frame, normally within 21 days. We endeavor to keep you informed of the process and of any cost incurred with this request

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 doctor of your choice or to the management of the practice. Our contact details are listed on our website.





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. Any such complaints will be made in writing to our email or to our address (Shop 2-3 57 Thomas Drive, Surfers Paradise 4217. Telephone: 07 5538 8811). The Practice will respond to your complaint in a timely manner (around 14 days)

You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. You can also view more information online via the Office of the Australian Information Commissioner (OAIC) website.or call the OAIC on 1300 363 992. Alternatively, you may
contact the Office of the Health Ombudsman on 133OHO - 1133646.





How is privacy on the website maintained?

At Chevron Advanced Medical, we use HotDoc as our online booking system. When booking through our website, patients are directed to the HotDoc platform. All personal information you provide during the booking process is securely stored in our clinical software, the Helix system. Any information shared with us via email or through HotDoc is handled securely and treated with strict confidentiality.




Policy review statement



This policy is aligned with relevant State and Federal legislation and is subject to review and amendment as required to ensure ongoing compliance with regulatory changes.
Any updates to the policy will be communicated via notices displayed at the practice and published on our official website.