Policies

Privacy Policy

The practice holds your privacy in the highest of regards. We are regulated by the Privacy Act of 1988 and Australian Privacy Principles. Your medical records are a confidential document. Our policy is to maintain the confidentiality of your records at all times. We operate our database on a secure off-site server, which is maintained by an experienced IT provider.

For further information our privacy policy can be read here.

Current guidelines on the management of patient health information can be found at

https://www.oaic.gov.au/privacy/health-information/

Transfer of Medical Records

To request a transfer of medical records to another practice, you will be required to complete a form detailing the new practice name and location, and your own personal details. This can be completed with our receptionists.

For a copy of records to be sent, depending on the size of the file a fee of $25 may be applied.

Patient Communication

The preferred method of communication for patient enquiries, requests and bookings is via telephone. Practice staff will ascertain 3 health identifiers to confirm your identity on all occasions of making contact.

Telephone calls from patients will not be directly transferred to the Doctors. Messages may be passed on to your Doctor, however you may be advised to make an appointment. Where a message has been taken or voicemail left, our clinical team endeavor to reply within 48-72 hours. Patients will be advised if this will not be possible.

The practice uses Healthlink to send encrypted correspondence to external health providers, where this is not possible fax or email will be used instead. Patient consent is sought prior to sending health records via email. Consent may be given in a number of ways: implied if a patient initiates the request by email themselves, if confirmed and documented with our doctor during consults or by completing an email consent form.

For more information please see Patient Communication Policy attached.

Feedback

We welcome feedback on the services you receive from our staff and are open to receiving your contributions for service improvement. We have a suggestion and feedback forms available at our front desk, or you may speak with any member of staff.

We will always endeavour to resolve any concerns with our best ability. You are able to make a formal complaint to the Health and Disability Services Complaints Office (HaDSCO) should you find the resolution unsuitable.

HaDSCO is an independent Statutory Authority providing an impartial resolution service for complaints relating to health, disability and mental health services provided in Western Australia.

Phone: (08) 6551 7600             Website: https://www.hadsco.wa.gov.au/home/