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Privacy Policy
Carrara Family Practice
2 Alzino Place, Carrara QLD 4211
Phone: (07) 5594 4118
Fax: (07) 5594 5886
Email: reception@carrarafamilypractice.com.au
Effective Date: July 30, 2025
Introduction: Our Promise to You
At Carrara Family Practice, your privacy is paramount. We appreciate the trust you place in us when sharing your personal and health information. We are committed to safeguarding your data in accordance with Australian privacy laws, including the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). This document explains how we collect, use, disclose, and protect your information, ensuring transparency and your confidence in our services.
The Information We Collect
We collect only the information we need to provide you with high-quality healthcare and effective practice management:
- Personal Details: Full name, date of birth, gender, residential and postal addresses, telephone numbers, email address, emergency contacts, Medicare number, private health insurance information, and concession cards.
- Health Information: Medical history (past and present), medications, allergies, diagnosis, treatment plans, specialist reports, pathology and imaging results, mental health assessments, immunisation records, and relevant lifestyle information like smoking or alcohol use.
- Service Usage: Appointment dates and times, billing information, Medicare and private insurance claims, feedback or complaints, and records of telehealth sessions (video/audio, with your consent).
- Electronic Data: IP addresses, device/browser data when you interact with our website or online booking system, stored securely to improve service functionality and security.
How We Collect Information
Your information may be collected:
- Through in-person consultations and follow-ups.
- Via telephone conversations, emails, and secure online forms.
- During telehealth appointments conducted via secure platforms (with your consent).
- From other healthcare providers or hospitals with your permission.
- Automatically through our website functions and telehealth system logs for security, maintenance, and usability improvement.
Why We Need Your Information
We use your personal and health information to:
- Deliver safe, personalised medical care, including diagnosis, treatment, prescriptions, and monitoring.
- Facilitate appointment scheduling, reminders, billing, and processing of Medicare or insurance claims.
- Share relevant information with healthcare providers involved in your care for continuity and coordination.
- Comply with legal and ethical obligations such as mandatory reporting of certain conditions and audits.
- Improve our healthcare services through clinical audits and quality improvement initiatives.
- Manage feedback, complaints, and patient communications effectively.
- Maintain the security and integrity of our systems and data.
How We Use and Share Your Information
Your information is accessed or shared only when necessary and appropriate:
- With healthcare professionals involved in your care, including specialists, allied health providers, pathology, and imaging services.
- With government bodies such as Medicare, Australian Health Practitioner Regulation Agency (AHPRA), or public health departments, as legally required.
- When required by law including court orders, emergency situations, or where necessary to protect your or public safety.
- With third party service providers who support our practice operations (IT systems, billing services), all contractually obliged to protect your privacy.
- With your explicit consent for any other disclosures beyond your medical care or legal obligations.
We do not sell or use your personal information for marketing unless you have given clear, informed consent, and you can opt-out at any time.
Storage and Protection of Your Information
We employ rigorous security measures to keep your information safe, including:
- Electronic records stored on secure, encrypted servers with firewalls and access controls.
- Physical records secured in locked cabinets within controlled access areas.
- Encryption and secure login protocols for telehealth and online systems.
- Regular staff training on privacy and confidentiality obligations.
- Routine security audits, software updates, and data backups.
- Strict access controls ensuring only authorised personnel can view patient information based on their role.
Storage and Protection of Your Information
We employ rigorous security measures to keep your information safe, including:
- Electronic records stored on secure, encrypted servers with firewalls and access controls.
- Physical records secured in locked cabinets within controlled access areas.
- Encryption and secure login protocols for telehealth and online systems.
- Regular staff training on privacy and confidentiality obligations.
- Routine security audits, software updates, and data backups.
- Strict access controls ensuring only authorised personnel can view patient information based on their role.
Your Rights to Access and Correct Your Data
You have the right to:
- Request access to your medical and personal information by contacting our Practice Manager. Access will be provided promptly, often within 30 days.
- Request correction of any information you believe is inaccurate, incomplete, or out-of-date. If we disagree, we will attach a statement noting your concern.
- Be informed if access is denied or restricted, with written reasons provided.
- Request restriction on how your information is used or shared, though in some cases this may affect our ability to provide care.
Access and correction requests require identity verification to protect your privacy.
Special Considerations: Children, Vulnerable Adults, and Telehealth
- Children and Minors: Parents or guardians usually provide consent for medical care. Mature minors (usually aged 14+) may access some services independently as per law.
- Vulnerable Patients: We respect guardianship or support arrangements and ensure consent processes consider capacity and wellbeing.
- Telehealth: We ensure all telehealth consultations follow the same privacy and care standards as in-person visits, including secure, encrypted platforms and clear consent procedures for recordings.
What Happens If You Don’t Provide Information?
Choosing not to provide requested personal or health information may limit our ability to offer effective and safe care, process claims, or communicate important health updates. We will explain any such limitations and respect your decisions.
Direct Marketing and Communications
Carrara Family Practice only sends you marketing or promotional materials (like newsletters or health alerts) if you expressly consent. You may unsubscribe at any time by following the instructions in communications or contacting us directly.
How to Make a Privacy Complaint
If you believe we have mishandled your personal information or breached privacy laws:
- Contact our Practice Manager by phone, email, or mail; we aim to acknowledge complaints within 5 business days and respond within 30 days.
- If unsatisfied with our response, you may lodge a complaint with the Office of the Australian Information Commissioner (OAIC):
- Phone: 1300 363 992
Website: www.oaic.gov.au
Keeping This Policy Up to Date
We review this Privacy Policy regularly to ensure compliance with changes in privacy laws, technology, and healthcare services. The most current version is always accessible via our website. Your continued use of our services indicates acceptance of any updates.
Contact Information
Practice Manager
Carrara Family Practice
2 Alzino Place, Carrara QLD 4211
Phone: (07) 5594 4118
Fax: (07) 5594 5886
Email: reception@carrarafamilypractice.com.au
Thank you for trusting Carrara Family Practice with your healthcare. We are dedicated to protecting your privacy with the utmost care.
