Privacy Policy & Feedback

Introduction

This privacy policy provides information to you, our patient, on how your personal information (including 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 dentists and 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 any other purpose, we will seek additional consent from you.

Why Do We Collect, Use, Hold and Share Your Personal Information?

We collect your personal information primarily to provide healthcare services and manage your health. We also use your information for related business activities, including:

• Financial claims and payments
• Practice audits and accreditation
• Business processes such as staff training

What Personal Information Do We Collect?

We may collect the following information about you:

• Name, date of birth, address, and contact details
• Medical history, medications, allergies, adverse events, immunisations, social and family history, and risk factors
• Medicare number (for identification and claiming)
• Healthcare identifiers
• Health fund details

Audio Recording and Transcription of Consultations

To enhance the accuracy and quality of your care, our practice may record consultations and securely transcribe them into your medical history notes. This process ensures no important details are missed, allowing our clinicians to focus fully on your needs during the consultation rather than taking extensive notes.

These recordings assist in:

• Maintaining precise and up-to-date records,
• Improving communication within our clinical team, and
• Supporting continuity of care, particularly if you see multiple providers over time.

Once the consultation has been summarised and the relevant notes securely entered into your file, the original recording is permanently deleted.

All recordings:

• Are treated with the highest level of confidentiality,
• Are stored only for the time required to complete the transcription, and
• Are de-identified, end-to-end encrypted, and processed in compliance with HIPAA, GDPR, PIPEDA, and the Australian Privacy Principles.
• This service is facilitated through Heidi, a secure clinical documentation platform. For further details about Heidi’s privacy practices and patient confidentiality measures, please visit heidihealth.com/safety.

Dealing with Us Anonymously

You have the right to deal with us anonymously or under a pseudonym unless it is impractical or we are legally required to deal with identified individuals.

How Do We Collect Your Personal Information?

We may collect your information in several ways:

• When you make your first appointment, our staff will collect personal and demographic information via your registration
• During the course of providing medical services
• When booking an appointment through our online booking platform
• Through electronic transfer of prescriptions (eTP)
• Via our website, email, SMS, phone calls, online appointments, or social media

We may also collect information from:

• Your guardian or responsible person
• Other healthcare providers such as specialists, allied health professionals, hospitals, community health services, and pathology or diagnostic imaging services
• Your health fund, Medicare, or the Department of Veterans’ Affairs

When, Why and With Whom Do We Share Your Personal Information?

We may share your personal information:

• With third parties working with our practice for business purposes (e.g. IT providers, accreditation agencies)
• With other healthcare providers
• When required or authorised by law (e.g. court subpoenas)
• When it is necessary to lessen or prevent a serious threat to life, health, or safety
• To assist in locating a missing person
• To establish, exercise or defend an equitable claim
• As part of a confidential dispute resolution process
• Where mandatory notification of certain diseases is required
• During medical services via eTP or My Health Record (e.g. Shared Health Summary, Event Summary)

Only authorised personnel will access your information. Outside of providing medical services or legal exceptions, your information will not be shared without your consent. We will not share your personal information with anyone outside Australia unless permitted by law and with your consent.

Use of Personal Information for Marketing and Research

We will not use your information for marketing our goods or services without your express consent. If you do consent, you may opt out at any time by notifying us in writing.

We may use your information to improve the quality of our services through research and analysis.
We may also provide de-identified data to other organisations to help improve public health outcomes. This data cannot identify you and is stored securely in Australia. You can opt out by informing our reception staff.

How Do We Store and Protect Your Personal Information?

Your personal information may be stored in several formats, including:

• Paper records
• Electronic records
• Visual records (e.g. X-rays, CT scans, photos, videos)
• Audio recordings

Our security protocols include:

• Encryption and password protection for electronic records
• Locked cabinets for hard copy documents
• Confidentiality agreements for all staff and contractors

How Can You Access and Correct Your Personal Information?

You have the right to request access to and correction of your personal information.
Requests must be made in writing and will be responded to within a reasonable timeframe (usually within 30 days).

You may be asked to verify your information periodically to ensure accuracy. While we don’t charge application or processing fees, reasonable admin or copying costs may apply.

To request access or corrections, please contact our Practice Manager in writing.

How Can You Lodge a Privacy Complaint?

If you have concerns about your privacy or believe there has been a breach, please contact our Practice Manager in writing. Include as much detail as possible.

We will:

• Investigate your complaint
• Respond in writing within 30 days

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner:
Website:  www.oaic.gov.au
Telephone: 1300 363 992

Policy Review Statement

This privacy policy is reviewed regularly to stay aligned with legal and operational changes.
Patients will be notified of updates via our website and printed copies available at our premises.