Terms & Conditions

This privacy policy is to provide information to you, our patient/client, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Purpose

The purpose of the Privacy Policy is to provide guidance to all staff, both clinical and administrative and our patients/clients around the area of consent and access to personal information.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our 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?

Our practice 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 (e.g., staff training).

What personal information do we collect?

The information we will collect about you includes your:

• names, date of birth, addresses, contact details

• medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors; or

• clinical cosmetic or treatment notes including treatment provided, allergies, adverse events and photographic images as per AHPRA Guidelines July 2023

• medicare number (where available and applicable) for identification and claiming purposes

• healthcare identifiers (where applicable)

• health fund details (where applicable).

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 do we collect your personal information?

Our practice may collect your personal information in several different ways.

1. When you make your first appointment our administration staff will collect your personal and demographic information via your registration.

2. During the course of providing medical/treatment services, we may collect further personal information through electronic transfer of prescriptions and My Health Record.

3. 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.

4. 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 Veterans Affairs (as necessary).

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

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, 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 eTP or My Health Record.

Only people who 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.

Our practice 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.

Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.

We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified and the information is stored within Australia. You can let our reception staff know if you do not want your information included.

How do we store and protect your personal information?

Your personal information is stored securely and in various forms at our practice. These forms can be paper records, electronic records, visual records (x-rays, CT scans, videos and photographs).

Our practice stores all information securely in protected information systems, secure cabinets and has confidentiality agreements for all staff and contractors.

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.

Our practice acknowledges patients may request access to their medical records. We will require you to put this request in writing. This request will need to be made face-to-face to ensure the correct identification of the patient requesting the information correction, or by a signed written request by the patient. Our practice will respond to this request within 30 days.

Our practice 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 that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to The Practice Manager, Border Medical Laser & Aesthetics, 3B/68 Elgin Boulevard, Wodonga VIC 3690 or via email at manager@bordermedicallaser.com.au.

How can you lodge a privacy-related complain, and how will the complaint be handled at our practice?

We take complains 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 Complaints Resolution Policy. Complaints can be made by writing to; The Practice Manager, Border Medical Laser & Aesthetics, 3B/68 Elgin Boulevard, Wodonga VIC 3690 or via email at manager@bordermedicallaser.com.au.

We commit to resolving your complaint within 30 days from receipt of your written complaint as per the BMLA Complaints Resolution Policy.

You may also contact the OAIC. Generally, the OAIC will require you to give BMLA time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992. The Victorian State Authority can be contacted at www.hcc.vic.gov.au or 1300 582 113.

Privacy and our website

We may collect personal information automatically through our website and/or social media channels when you use our sites. We may combine such information with information we may already have about you. We may use this information to improve the sites, analyse the sites and user data to understand and improve the sites, customise the content, or contact you. All data is met with the same security and privacy standards as set out in this policy.

Related Documents

Social Media Policy

Records Management Policy

Introduction

Protecting BMLA’s professional reputation is important, not only in our face-to-face dealings with internal and external customers, but our in our social media presence. The following policy assists BMLA staff to understand their responsibilities in relation to the use of social media.

Scope

All employees are expected to follow the BMLA Social Media Policy and should be read in conjunction with the BMLA Employee Code of Conduct.

This policy relates to using personal social media at work and representing our company through social media.

‘Social Media’ incorporates a variety of online applications including but not limited to, online community platforms, social networks, chat rooms and forums, Facebook, Instagram, Twitter etc.

Using personal social media

We appreciate that there are times throughout the day when staff may be required to access their personal social media accounts while at work. There is an expectation from management that staff should act responsibly and ensure that their productivity is not affected.

Due to strict AHPRA guidelines in relation to medical practices, it is considered inappropriate to represent BMLA in any way on your personal social media. You are able to share any official content created by BMLA but no comments are to be made in relation to these posts.

It is also inappropriate for staff to use social media to post any defamatory, offensive or derogatory comment against any colleagues, clients or partners.

Representing our company

Some employees represent our company by handling corporate social media accounts or speak on our company’s behalf. When you are contributing to a corporate social media account there is an expectation that staff act carefully, responsibly and in a way that protects our company image and reputation. You should:

• be respectful, polite and patient when engaging in conversations on BMLA’s behalf

• do not make declarations or promises towards customers and stakeholders

• avoid speaking on matters outside your field of expertise

• observe laws on copyright, trademarks, plagiarism and fair use

• observe the AHPRA Guidelines for registered medical practitioners who advertise cosmetic surgery

• follow our Confidentiality Policy and Data Protection Policy

• inform the Practice Manager when you are about to share content and ensure content has been proofread before release

• avoid deleting or ignoring comments, all comments should be responded to in a respectful way

• never post discriminatory, offensive or libelous content and commentary

• correct or remove any misleading or false content as quickly as possible.

Monitoring of Social Media postings

Management will monitor all social media postings relating to Border Medical Laser & Aesthetics. Examples of non-conformity to this policy include but are not limited to:

• disregarding job responsibilities and deadlines to use personal social media at work

• disclosing confidential information through personal or corporate accounts

• directing offensive comments towards other members of the online community

Disciplinary action may be taken if non-conformity or violation of this policy is established in line with BMLA’s disciplinary policy.

Use of hashtags

The following hashtags are approved by BMLA:

• IN POST: #Wodongaclinic #medicalaesthetics #smallbusinesslove & (content specific hashtag)

• FIRST COMMENT: #AlburyWodonga #Wodonga #smallbusiness #localbusiness #supportlocal #laser #tattooremoval #skincare #lasertreatment #antiaging #PDOmonothreads #cosmeticnurse #nurse #medicalaesthetics #pigmentation #cosmeceuticals #skin #aesthetics #antiwrinkle #hairremoval #onychomycosis #dermalfiller #rosacea #lowlevellaser #chemicalpeel #laserpeel #wartremoval #brokencapillaries #nonsurgical

If a new hashtag is to be introduced, this should be approved by management.

Related Documents

BMLA Employee Code of Conduct BMLA Confidentiality Policy

BMLA Data Protection Policy

External: AHPRA Guidelines for registered medical practitioners who advertise cosmetic surgery (effective 01 July 2023)

Border Medical Laser & Aesthetics (BMLA) is committed to resolving any patient or customer complaint in a timely, effective and efficient way. We understand that patients and clients entrust us to care for their well-being and we aim to provide high quality care and a positive patient/client experience.

Purpose

We acknowledge that, on rare occasions there may be times when our patients or clients feel disappointed or concerned about their experience at our practice. These concerns can be because of various factors such as miscommunication, unexpected outcomes or perceived lapses in care.

Every patient/client has the right to voice their concerns and have the expectation that they will be listened to. We commit to taking every complaint seriously, while treating all parties with respect and dignity. We will listen, learn and improve from these experiences.

Responsibility

This policy applies to all patients, clients, staff and visitors at Border Medical Laser and Aesthetics.

Policy

There are two ways in which a complaint can be lodged with BMLA. These are:

1. An informal complaint. Patients and clients are encouraged to discuss any concerns directly with administration staff or the Practice Manager. Where possible resolution should be facilitated quickly and effectively through verbal communication within three (3) business days. Where an administration officer is unable to resolve the client concern, they must escalate the complaint to the Practice Manager.

2. A formal complaint. If the complaint is unable to be resolved as an informal complaint, the patient/client will be asked to submit a written complaint to the Practice Manager. The written complaint will be acknowledged within five (5) working days of being received by BMLA. The complaint must be clearly described with information about the concern, dates, times and persons involved. The Practice Manager will then conduct a thorough and impartial investigation which may involve interviewing relevant staff and reviewing relevant records. Once a formal complaint is submitted, there is a commitment to resolve the complaint within thirty (30) days and in writing. If there is a delay in resolution, the complainant will be advised of the extent of the delay in writing.

All complaints will be handled with care and confidentiality and in accordance with Australian Privacy Principles. Personal information will only be used for the purpose of investigating and resolving the complaint.

If the complaint is not resolved to the satisfaction of the complainant, they have the right to escalate the process to an external and governing body. In the case of BMLA, these governing organisations are:

Health Complaints Commissioner www.hcc.vic.gov.au Ph. 1300582113

Australian Health Practitioners Registration Authority www.ahpra.gov.au

Cosmetic Surgery Hotline Ph.1300361041

Related Documents

BMLA Privacy Policy Employee Code of Conduct

BMLA Records Management Policy