Privacy Policy

Introduction

The purpose of this privacy policy is to provide you with information on how your personal and health information is collected and used and the circumstances in which we may share your information with third parties.

Why and when your consent is necessary

When you become a patient of One 1Medical, you provide consent for our practitioners and administrative staff to access and use your personal and health information. Your personal information is only accessed by practitioners and staff in order to provide you with the highest level of healthcare. There are certain circumstances we may be required to share your personal information with third parties which are covered by this policy. 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 main purpose for collecting, using, holding and sharing your personal information is to provide you with a high level of healthcare and inform you about the healthcare services we offer. We also use it for activities directly related to the supply of healthcare services, such as Medicare claims and payments, clinic audits and accreditation.

What personal information do we collect?

For the purposes of this Privacy Policy, personal information may mean some, or all of the following: patient’s name, contact details, date of birth, other identification details, emergency 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; bank account and/or credit card details, and payment history.

How do we collect your personal information?

We collect your personal information in the following ways:

1. When you become a patient of One 1Medical you will be required to supply personal and demographic information, as well as health information such as allergies, health and family history.
2. We may also collect your personal information when you visit our website, send us an email or SMS, phone us, make an online appointment or communicate with us using social media.
3. In the course of providing you health services, we may collect further personal information relevant to the supply of healthcare services.
4. Personal information may also be collected from other sources when 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).

Sharing your personal information

In some circumstances, we may be required to share your personal information. However, only people who need to access your information will be able to do so. Other than in the course of providing healthcare services, or as otherwise described in this policy, One 1Medical will not share personal information with any third party without your consent.

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We may be required to share your personal information in the following instances:

1. To communicate with other healthcare providers and prepare relevant healthcare documentation including but not limited to My Health Record and related to the supply of healthcare services to you;
2. In emergency situations to lessen or prevent a serious threat to you or another patient’s life, health or safety or public health or safety, or if you are unable to act on your own behalf due to a health condition, we may need to discuss your health information with relatives or emergency contacts, to ensure you receive necessary care;
3. If required or authorised by law (e.g. Court subpoenas);
4. If needed to assist in locating a missing person;
5. To establish, exercise or defend an equitable claim;
6. For the purpose of confidential dispute resolution process;
7. If there is a statutory requirement to share certain personal information (for instance in the case of mandatory notification of certain diseases);
8. Where One 1Medical is required to work with third parties for business purposes, such as accreditation agencies, or information technology providers. All third parties are required to comply with Australian Privacy Principles and this policy;
9. We will not disclose your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

How do we store and protect your personal information?

Your personal and health information may be stored in various forms, but is primarily retained in your secure electronic health record. One 1Medical maintains the highest level of confidentiality.

How can you access and correct your personal information at our clinic?

You have the right to request access to your personal information. All requests for access to personal information must be made in writing via email, and we will respond within a reasonable time.

One 1Medical takes all reasonable steps to maintain the accuracy of your personal information and from time to time, we may ask you to verify that the personal information we hold about you is correct and current. You may also request that we correct or update your information, and you should make such requests in writing.​

How can you lodge a privacy-related complaint, and how will the complaint be handled?

If you have any concerns about the privacy of your information, please send us an email outlining your concerns.

If you are not happy with the response you may also contact the OAIC regarding privacy concerns.  For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.

Privacy and our website

Any information collected through our website is treated as confidential information and is stored securely.

Feedback

One 1Medical actively seeks feedback. We aim for continuous improvement and feedback is key to this strategy.

If you have a compliment, complaint or improvement suggestion please email the practice manager at info@one1medical.com.au

If a patient feels their feedback was unresolved or prefers to consult with an independent 3rd party, please refer to the Office of the Health Ombudsman.

Contact details for the Office of the Health Ombudsman can be found at https://www.oho.qld.gov.au/

Communications Policy

Our aim is to facilitate optimal communication opportunities with our patients. We also encourage and support the use of digital technology to enable our patient with 24-hour access to our appointment system. Our practice allows patients to book their healthcare appointment with their preferred healthcare provider online via the booking page or direct with HotDoc.

Our practice endeavours to provide patients with access to timely advice or information about their clinical care.

Electronic Communication

Our email address is monitored intermittently and is not for clinical enquiries. Patients must be aware that any communication they direct to the surgery via email is also NOT secure and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk.



If you need to contact the practice urgently, please call us on (07) 56476131. We do not make appointments via email unless you are hearing impaired or have other difficulties using a phone. 

To ensure privacy practice doctors and staff will only communicate private information in person or over the phone (after confirming the identity of the caller). 

Patients are able to contact the practice via telephone between the hours of 8am – 5pm Monday to Friday. 

SMS – SMS messages are sent for a variety of health management purposes.

These may include:

Appointment reminders – a reminder message will be sent the day prior to your appointment.

Health reminders (e.g. cervical screening/care plans etc).

Health recalls (e.g. follow up of test results) We need to ensure that your mobile number is up to date at each visit to ensure that this information is sent to the correct number. Patients must be aware that if another person can access their mobile phone then the confidentiality of these communications cannot be protected by the practice.