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Metella Road Family Practice Privacy Policy 
Current as of:  March 2019



This privacy policy is to provide information to you, our patient, 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. 

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 (eg 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 

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

  • Healthcare identifiers 

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.


  • 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. 

Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary. You will need to specify if your practice participates in any of these eHealth services.)

  • 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 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 (eg 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 (eg some diseases require mandatory notification)

  • During the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).

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. 


How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms.


Your personal information is stored on our encrypted data base.  We use passwords and varies access levels on our data base to limit access and protect electronic information from unauthorized interference or access. If we receive any of your personal information in a paper based format, we will scan your information into your record, on our secure data base and then shred the paper document using a cross shredder at our Practice. Xrays, CT scans and  MRI scans are stores securely in our reception area.  We will contact you to collect your scans and scans should be collected by you in a timely manner.


Our practice stores all personal information securely.


We take reasonable steps to protect your information from misuse and loss and from unauthorized access, modification or disclosure.


We hold your information on our premises and secure our premised with locks and an alarm system.  We hold your information in an encrypted data base, which is further protected by passwords and varying levels of access.


Our staff sign a confidentially agreement and are aware of penalties if these agreements are breached. 


Our Practice has document retention and destruction policies in place.


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 require you to put this request in writing  and either post, email or hand your request in person to the front desk.  You will then be required to fill in the Practice “Request for Information” form.  Our practice will respond to your request within 30 days. There may be  a fee for the administrative cost of retrieving and providing you with copies of you medical records 


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
Phone 02 9636 2878
135 Metella Rd Toongabbie 2146

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. Please contact the Practice –  135 Metella Rd Toongabbie 2146, Phone 0296362878 or email us – We will respond to your concern within 30 days. 


You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit or call the OAIC on 1300 363 992. 


Privacy and our website 

General questions can be directed to the Practice using email.  You can expect a response to your query within 7 business days. MRFP will not initiate any transmission of your information using email, unless communication is initiated by you.  To protect your privacy your consent will be required, and your email address will be verified. All information posted on our Facebook page by MRFP is for general information regarding healthcare.  Information on our website is information for patients. 

Policy review statement

Our privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. You will be notified of any changes, through our Practice Information sheet and our Practice website.0+2



The Privacy policy template for general practices is intended for use as a guide of a general nature only and may or may not be relevant to particular practices or circumstances. The Royal Australian College of General Practitioners (RACGP) has used its best endeavours to ensure the template is adapted for general practice to address current and anticipated future privacy requirements. Persons adopting or implementing its procedures or recommendations should exercise their own independent skill or judgement or seek appropriate professional advice. While the template is directed to general practice, it does not ensure compliance with any privacy laws, and cannot of itself guarantee discharge of the duty of care owed to patients. Accordingly, the RACGP disclaims all liability (including negligence) to any users of the information contained in this template for any loss or damage (consequential or otherwise), cost or expense incurred or arising by reason of reliance on the template in any manner.

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