Translator Interpreter Services
The Translator Interpreter Service is available for non English speaking patients. Please speak to the Receptionist to organize the services of a phone interpreter.
Unless otherwise directed by doctors, a follow up appointment will be required to obtain your results. Even if your result is ‘normal’ further investigation or discussion may be needed.
Our Clinic maintains a patient recall, reminder system and National & State Reminder Scheme so that you can be advised of suggested ongoing reviews. If you do not wish to be a part of our recall system please discuss this with your Doctor.
For Medico legal reasons all prescriptions required must need a consultation with the GP.
Long Consultations can be arranged please speak to the receptionist on duty.
Telephoning your Doctor’s
You can contact your doctor by telephone during normal surgery hours. A message will be taken when the doctor is with another patient. Emergencies will be dealt with immediately.
Available for regular patients who are unable to attend the clinic due to their medical condition. Doctors also visit nursing homes, hostels and hospitals. Please ring as early as possible to organise a home visit. Home visits are only available during hours and to homes within a 5km radius from the clinic. Other Home visits may be considered at the Doctor’s discretion.
Translator is available for anyone who has a vision and hearing difficulties during their consultations.
To provide comprehensive health care to our patients, our doctors might need to refer to other health specialist. Please refer to our privacy statement for more information regarding this.
You are accountable for your own health, if you have any concerns about your privacy and confidentiality please speak to one of our staff members.
Current as of: 6/4/2022
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 5th 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.
The Privacy Act defines health information as:
Information or an opinion about:
the health or a disability (at any time) of an individual; or
an individual’s expressed wishes about the future provision of health services to him or her; or
a health service provided, or to be provided, to an individual; that is also personal information; or
other personal information collected to provide, or in providing, a health service; or
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
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.
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. support staff and patients should be aware of the risks associated with using email in the healthcare environment.
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 organisation should communicate health information. Any method of communication may be used as long as the organisation 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 organisation 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 account 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.
Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record.This is not possible when communicating with patients. Particularly during the current Pandemic there has been an increase in email communication with patients and pharmacies. Increasingly, referrals and prescriptions have been sent by email
We have the current protective measures in place:
1. Computer security measures
2. Using 3 identifiers to identify patients
3. Notifying patients that the information is not encrypted and that there is a security risk in sending emails to them containing their personal medical information. They can choose to collect a hard copy from our office if they prefer
4. A notice on our emails if the email is sent to the wrong address
5. Wherever possible send patient information via secure programs such as “My Practice App”
6. Notification to OAIC of any significant data breach
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
If any information held in our email accounts that is specific to a patient’s health information will be downloaded as per practice policy. It will be imported into relevant patient file to ensure contents are backed up with the rest of our data.
We do not provide confidential information to an email address (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).
PRIVACY & CONFIDENTIALITY NOTICE
This e-mail and any files transmitted with it are confidential and are only for the use of the person to whom they are addressed. If you are not the intended recipient, you have received this e-mail in error, and any use, dissemination, forwarding, printing, copying or dealing with this e-mail, in any way whatsoever, is strictly prohibited. If you have received this e-mail in error, please reply immediately by way of advice to us. It is the duty of the addressee/recipient to virus-scan and otherwise test the information provided, before loading it onto any computer system. Reading this email does not warrant that the information is free from viruses or from any other defect or error. Any views expressed in this message are those of the individual sender, except where the sender specifically states them to be the views of the company.
Email correspondence sent to our email address is 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. Patient email address details will not be added to a mailing list or disclosed to a third party unless required by law.
POLICY REVIEW STATEMENT
This policy will be reviewed regularly to ensure it reflects the current processes and procedures of Oakleigh Family Medical Centre and current legislation requirements.
You can set a specific review date for your policies
Appointments are preferred and can be made by calling the clinic or online via our website. Standard appointments are 15 mins long. Walk-ins welcome. We can accommodate urgent care if required
Patient Feedback & Complaints Scheme
From time to time we ask patients to participate in a survey. This allows us to improve our practice & facilities. If you are unhappy with any aspect of care you receive we would appreciate knowing about it.
Please feel free to discuss this with either your Doctor or the Reception staff. You may also like to put a comment in the suggestion box in the waiting room.
Health Complaints Commissioner
If there is a problem you wish to address outside the Clinic you can contact the Victorian Government Service for handling health complaints.
T: 1300 582 113
All of our patients have a right and are encouraged to participate in decision about their healthcare.
Engaging with other services & referrals
Our practice regularly engages with local health services, such as Specialists, Allied Health and Hospitals. If required, your GP will provide sufficient information (referral letter) to plan and facilitate optimal patient care.
After Hours Service
For after-hoursservice, please contact 13 74 25 (National Home Doctor)
This service is bulk bill for patients with a Medicare or Gold DVA card.
If you require urgent assistance, please dial 000 for an ambulance or attend your nearest hospital emergency department.
What personal information do we collect?
The information we will collect about you includes:
- names, date of birth, addresses, 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.
How do we collect your personal information?
Our practice will collect your personal information:
- When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
- During the course of providing medical services, we may collect further personal information.
- We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment or communicate with us using social media.
- In some circumstances personal information may also be collected from other sources. Often this is because 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 Veteran’s Affairs (as necessary).
Why and when your consent is necessary
When you register as a patient of Oakleigh Family Medical Centre, you provide consent for 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? Oakleigh Family Medical Centre 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.
Who do we share your personal information with?
We sometimes share your personal information:
- With third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
- With other healthcare providers
- When it is required or authorised by law (e.g., court subpoenas)
- When it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
- To assist in locating a missing person
- To establish, exercise or defend an equitable claim
- For the purpose of confidential dispute resolution process
- When there is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
- During the course of providing medical services, through Electronic Transfer of Prescriptions (eTP), MyHealth Record/PCEHR system (e.g. via Shared Health Summary, Event Summary).
Only people that need to access your information will be able to do so
Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent. We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Oakleigh Family Medical Centre will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt-out of direct marketing at any time by notifying our practice in writing.
How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms. As paper records, as electronic records, as visual (X-rays, CT scans, videos and photos), as audio recordings. Oakleigh Family Medical Centre stores all personal information securely.
Information in electronic format, is stored in protected information systems. Hard copy format records are stored in a secured environment. We use passwords, secure cabinets, for electronic data and confidentiality agreements for staff and contractors.
Dealing 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 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. We acknowledge patients may request access to their medical records. We require you to put this request in writing either by letter or email and we will respond within 30 days.
Oakleigh Family Medical Centre 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 your personal information held by our practice is correct and up to date. You may also request that we correct or update your information, and you should make such requests in writing to the reception team at email@example.com
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.
All complaints should be addressed to the Business Manager and emailed to firstname.lastname@example.org or alternatively a letter can be posted to Shop 2-4,63 Atherton Road, Oakleigh 3166 VIC. You should receive a response within 30 days of lodging your complaint or concern.
You may also contact the OAIC (Office of the Australian Information Commissioner) Generally the OAIC will require you to give them time to investigate, before they will respond.
For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.