Privacy
Policy

Purpose

Mallee Border Health Centre (MBHC) is committed to protecting the privacy, confidentiality and security of our patients’ personal and health information.

This Privacy Policy explains how we collect, use, disclose, store and protect your personal information in accordance with:

• Privacy Act 1988 (Cth)
• Australian Privacy Principles (APPs)
• My Health Records Act 2012
• Healthcare Identifiers Act 2010
• Relevant South Australian and Victorian health records legislation
• RACGP Standards for General Practices (5th Edition)

Our Commitment

We recognise that your health information is sensitive information.

We are committed to ensuring that your personal information is:

• collected lawfully and fairly
• accurate and up to date
• stored securely
• accessed only by authorised personnel
• used only for legitimate healthcare and business purposes
• protected from misuse, interference, loss, unauthorised access, modification or disclosure.

All MBHC staff, contractors and clinicians are required to maintain strict confidentiality and comply with privacy legislation.

Why We Collect Your Information

We collect personal information primarily to provide safe, high-quality healthcare.

Your information may also be used to:

• provide diagnosis and treatment
• coordinate care with other healthcare providers
• maintain accurate medical records
• communicate with you regarding your healthcare
• arrange referrals and investigations
• prescribe medications
• process Medicare, DVA and private health fund claims
• undertake quality improvement activities
• meet accreditation requirements
• comply with legal and regulatory obligations
• manage practice administration.

What Information We Collect

Depending on your healthcare needs, we may collect:

Personal Information

• full name
• date of birth
• address
• telephone numbers
• email address
• emergency contact details
• next of kin

Health Information

• medical history
• medications
• allergies
• immunisations
• family history
• social history
• lifestyle risk factors
• pathology and imaging results
• specialist correspondence
• hospital discharge summaries
• treatment plans
• referrals
• clinical notes

Government Identifiers

Where applicable:

• Medicare number
• Individual Healthcare Identifier (IHI)
• DVA number
• Pension or concession details
• Private health fund information.

Consent

By registering as a patient and receiving healthcare at MBHC, you consent to our collection, use and disclosure of your personal information for the primary purpose of providing healthcare.

Where information is required for another purpose, we will seek your consent unless disclosure is authorised or required by law.

You may withdraw consent for certain uses where legally permissible.

Anonymous or Pseudonymous Care

Where practical and lawful, you may interact with our practice anonymously or using a pseudonym.

However, this may not be possible where:

• Medicare claims are required
• prescriptions are issued
• referrals are provided
• legal identification is required
• safe clinical care cannot otherwise be provided.

How We Collect Information

We collect information directly from you when you:

• register as a patient
• attend appointments
• complete registration or consent forms
• communicate by telephone
• email us
• send SMS messages
• use our website
• book appointments online
• participate in telehealth consultations.

We may also collect information from:

• My Health Record (where authorised)
• your guardian or substitute decision-maker
• specialists
• hospitals
• allied health professionals
• pathology providers
• diagnostic imaging providers
• pharmacies
• Medicare
• Department of Veterans’ Affairs
• aged care providers
• other healthcare providers involved in your care.

Artificial Intelligence (AI)

MBHC may use approved Artificial Intelligence (AI) technologies to assist clinicians with documentation, clinical note preparation or administrative functions.

Where AI tools are used during consultations:

• patients will be informed
• consent will be obtained where required
• clinicians remain responsible for reviewing and approving all clinical documentation
• AI systems do not replace clinical judgement
• AI use complies with applicable privacy legislation and MBHC’s Artificial Intelligence Policy.

When We Share Your Information

We may disclose your information:

• to other healthcare providers involved in your care
• to hospitals
• to specialists
• to allied health providers
• to pathology and imaging providers
• through My Health Record where applicable
• to Medicare, DVA and private health insurers for claiming purposes
• to accreditation agencies where patient information has been appropriately de-identified
• to secure IT providers supporting our clinical systems
• where required or authorised by law
• under subpoena or court order
• for mandatory disease notifications
• to lessen or prevent a serious threat to life, health or safety
• to locate a missing person where authorised by law
• to establish, exercise or defend legal claims
• during confidential dispute resolution processes.

We will only disclose the minimum information necessary.

Overseas Disclosure

MBHC does not routinely disclose personal information overseas.

If overseas disclosure becomes necessary, we will only do so:

• with your consent; or
• where authorised or required by Australian law.

Research and Quality Improvement

MBHC continually improves patient care through clinical audit, research and quality improvement activities.

Where possible:

• information is de-identified
• individual patients cannot reasonably be identified.

You may advise reception if you do not wish your de-identified information to be included in quality improvement activities where an opt-out is available.

Direct Marketing

MBHC does not use your personal information for direct marketing without your consent.

We may contact you regarding:

• recalls
• reminders
• preventative health activities
• follow-up appointments
• health management.

These communications form part of your ongoing healthcare.

You may opt out of non-essential communications at any time.

How We Protect Your Information

MBHC stores information securely using electronic medical records and secure business systems.

Security measures include:

• password-protected clinical software
• role-based staff access
• multi-factor authentication where appropriate
• secure backups
• antivirus and cybersecurity protections
• encrypted electronic communications where available
• locked premises
• secure destruction of confidential records when no longer required
• regular staff privacy and cybersecurity training.

Paper records, where retained, are stored securely in locked cabinets with restricted access.

Patient records are retained in accordance with Australian legal record retention requirements.

Access to Your Information

You may request access to your health information.

Requests should be made in writing to:

Practice Manager
Email: hello@malleeborderhealth.com.au

Postal Address:
PO Box 147
Pinnaroo SA 5304

We will respond within a reasonable timeframe, generally within 30 days, unless legislation requires otherwise.

Access may be refused or limited in circumstances permitted by law.

Reasonable administrative fees may apply for copying or transferring records.

Correcting Your Information

If your information is inaccurate, incomplete or out of date, please advise us.

We will take reasonable steps to correct your information promptly.

Patients are encouraged to regularly confirm their contact details with reception.

Data Breaches

MBHC has procedures for managing suspected or confirmed data breaches.

Where an eligible data breach occurs, MBHC will:

• investigate promptly
• contain the breach
• assess risk
• notify affected individuals where required
• notify the Office of the Australian Information Commissioner (OAIC) where required under the Notifiable Data Breaches Scheme
• implement measures to reduce future risk.

Privacy Complaints

If you have concerns regarding your privacy, please contact:

Practice Manager
Mallee Border Health Centre
PO Box 147
Pinnaroo SA 5304

Email: hello@malleeborderhealth.com.au

We aim to acknowledge complaints promptly and provide a written response within 30 days.

If you remain dissatisfied, you may contact:

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: www.oaic.gov.au

The OAIC generally expects you to attempt to resolve the matter with the practice before making a complaint.