Privacy Policy

The objective of this policy is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information. 
 

1. Who can I contact about this policy? 

For enquiries concerning this policy, you can contact admin@sydneygeneralsurgeons.com.au 

2.  When and why is your consent necessary? 

When you register as a patient of this practice, you provide consent for the clinical and administrative practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you. 

It is important to us that as our patient, you understand why we collect and use your personal information. 

By using our services (including this website), you acknowledge this Privacy Policy, and you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.

3. Why do we collect, use, store and share your personal information? 

The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.

4. What personal information is collected? 

The information we will collect about you includes your: 

• names, date of birth, addresses, contact details (such as email or phone number)

• medical information including medical history, medicines, allergies, and adverse reactions, immunisations, social history, family history and risk factors, pathology results and imaging reports

• Medicare number (where available) or DVA for identification and claiming purposes 

• healthcare identifier numbers 

• health fund details

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5. Can you deal with us anonymously? 

You can 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. 

6. How is personal information collected? 

The practice may collect your personal information in several different ways: 

• when you make your first appointment, the practice team will collect your personal and demographic information via your registration. 

• 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. 

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In some circumstances, personal information may also be collected from other sources, including: 

• 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 (if relevant).

 

​While providing medical services, further personal information may be collected via: 

• electronic prescribing.

• My Health Record.

• online appointments.

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Various types of images may be collected and used, including: 

• CCTV footage: Collected from our premises for security and safety purpose. Consultation rooms and private areas do not contain CCTV. 

• Photos and medical images: These can be taken using personal devices for medical purposes such as recording conditions or clinical progress. We will always ask your consent prior to obtaining images and this is stored securely on your clinical file in an encrypted environment. 

    
7.  When, why and with whom do we share personal information? 

We sometimes share your personal information: 

• with third parties for business purposes, such as accreditation agencies, clinical software or information technology providers – these third parties are required to comply with Australian Privacy Principles and this policy 

• with other healthcare providers (e.g. In referral letters) 

• 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 it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification) 

• when it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared Health Summary, Event Summary). 

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Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent. 

We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. 

8. Will your information be used for marketing purposes? 

The practice will not use your personal information for marketing any 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 the practice in writing.

9. 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. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included. 

At times, practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you will then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.

10. 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 – Clinic to Cloud and Heidi Health

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 Australian Privacy Principles to protect your information. 

11. How are Artificial Intelligence (AI) scribes used? 

The practice uses an AI scribe tool to support clinicians to take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe service is provided by Heidi Health. 

Heidi Health:

• does not share information outside of Australia 

• destroys the audio file once the transcription is complete. 

• removes sensitive, personal identifying information as part of the transcription  

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The practice will only use data from our digital scribe service to provide healthcare to you. Transcriptions are deleted from Heidi Health once transferred into your clinical records. If you do not wish for us to use this tool, please advise your treating clinician. 

12. How is your personal information stored and protected? 

Your personal information may be stored in various forms including paper or electronic records, visual records such as medical imaging (e.g. CT scans) or clinical photos.

Your information is stored within a secure, encrypted, computer-based filing system. We take all reasonable steps to protect your information from unauthorised access, modification or disclosure. Physical access to our practice is restricted and digital access is protected by industry-standard security protocols. 

Our practice does not store CCTV information, however the building in which our practice is located, operated by the Delmege Property Group may store CCTV recordings from public areas such as waiting areas, hallways, lifts or carparking areas. 

13. How can you access and correct your personal information at the practice? 

You have the right to request access to, and correction of, your personal information. The practice acknowledges patients may request access to their medical records. 

All requests for access to personal information must be made in writing to admin@sydneygeneralsurgeons.com.au or via post to Sydney General Surgeons 502/20 Bungan Street Monavale NSW 2103. We will not accept requests verbally without subsequent written request. 

The practice will provide an initial acknowledgement of any requests to access or correct your personal information within 7 working days, however provision of records or written reports may require additional time depending on the complexity or requirements. 

Requests for detailed reports, letters, summaries or completed forms for third parties (e.g. workers compensation, lawyers or health funds) may encounter a fee. We do not charge patients access to their own records if no additional processing is required on our part. 

The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information. To do this please contact us via admin@sydneygeneralsurgeons.com.au.

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

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in person, via post to Sydney General Surgeons 502/20 Bungan Street Monavale NSW 2103 or via admin@sydneygeneralsurgeons.com.au. We will then attempt to resolve it as soon as possible. If we are unable to immediately resolve your concerns, we will aim to provide a formal response within 7 working days. 

If you do not feel we have resolved your issue you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate.  For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.  

15. How is privacy on the website maintained? 

At Sydney General Surgeons any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies.

16. Policy review 

Our privacy policy is regularly reviewed to ensure compliance with current obligations.  
If any changes are made: 

• They will be reflected on the website. 

• Significant changes may be communicated directly to patients via email or other means. 

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Please check the policy periodically for updates. If you have any questions, feel free to contact us.