Policies & Related Proceedures
We are committed to protecting the privacy of patient information and to handling your personal information in a responsible manner in accordance with the Privacy Act 1988 (Privacy Act), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory privacy legislation (referred to as privacy legislation).
We collect information that is necessary and relevant to provide you with clinical care and treatment and manage our counselling and coaching practice. This information may include your name, address, date of birth, gender, health information, family history, credit card and direct debit details and contact details. This information may be stored on our computer medical records system, our NeuroAssess platform by NueroBalance Australasia, and/or in handwritten records.
Wherever practicable we will only collect information from you personally. However, we may also need to collect information from other sources such as treating specialists, general practitioners, pathologists, clinical counselling professionals, hospitals, other health care providers, and the Myhealth record system.
We collect information in various ways, such as over the phone, or in writing, in person in our practice rooms or over the internet if you transact with us online. This information may be collected by clinical trained and non-medical staff.
In emergency situations we may also need to collect information from your relatives or friends.
We may be required by law to retain our records for certain periods of time depending on your age at the time we provide services.
Use and Disclosure
We will treat your personal information as strictly private and confidential. We will only use or disclose it for purposes directly related to your care and treatment, or in ways that you would reasonably expect that we may use it for your ongoing care and treatment.
There are circumstances where we may be permitted or required by law to disclose your personal information to third parties. For example, to Medicare, Police, insurers, solicitors, government regulatory bodies, tribunals, courts of law, hospitals, debt collection agents, the electronic transfer of prescriptions service or to the Myhealth record system. We may also from time to time provide statistical data to third parties for research purposes.
We may disclose information about you to outside contractors to carry out activities on our behalf such as an IT service provider, solicitor or debt collection agent. We impose security and confidentiality requirements on how they handle your personal information. Outside contractors are required not to use information about you for any purpose except for those activities we have asked them to perform.
Data Quality and Security
We will take reasonable steps to ensure that your personal information is accurate, complete, up to date and relevant. For this purpose, our staff may ask you to confirm that your contact details are correct when you attend a consultation. We request that you let us know if any of the information we hold about you is incorrect or out of date.
Personal information that we hold is protected by:
securing our premises;
placing passwords and varying access levels on databases to limit access and protect electronic information from unauthorised interference, access, modification and disclosure; and
providing locked cabinets and rooms for the storage of physical records.
If you believe that the information, we have about you is not accurate, complete or up to date, we ask that you contact us in writing (see details below).
You are entitled to request access to your records. We request that you put your request in writing and we will respond to it within a reasonable time.
There may be a fee for the administrative costs of retrieving and providing you with copies of your records.
We may deny access to your records in certain circumstances permitted by law, for example, if disclosure may cause a serious threat to your health or safety. We will always tell you why access is denied and the options you have to respond to our decision.
If you have a complaint about the privacy of your personal information (including complaints about our use of the Myhealth record system), we request that you contact us in writing. Upon receipt of a complaint we will consider the details and attempt to resolve it in accordance with our complaints handling procedures.
If you are dissatisfied with our handling of a complaint or the outcome you may make an application to the Australian Information Commissioner or the Privacy Commissioner in your State or Territory.
Overseas Transfer of Data
We will not transfer your personal information to an overseas recipient unless we have your consent, or we are required to do so by law.
Please direct any queries, complaints, requests for access to medical records to:
The Practice Manager, Shane Warren Coaching & Counselling Services, PO Box 1295, Darlinghurst NSW 2010 Australia.