~

When a person visits the doctor they want a warm welcome, a comfortable setting, and for their concerns to be heard and taken seriously.

At Mount Street Medical Centre Heidelberg we aim to meet these needs by the provision of skillful and patient-focused care through the work of a highly competent and collaborative team.

Privacy Policy

Mount Street Medical Centre Privacy Policy

Current as of: March 2026

The objective of this document is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.

Who can I contact about this policy?

For enquiries concerning this policy, you can contact [Practice Manager ph. 9459 1100 or email practicenurse50@gmail.comor info@mountstreetmedical.com].

When and why is your consent necessary?

When you register as a patient of this practice, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.

It is important to us that as our patient, you understand why we collect and use your personal information.

By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.

Why do we collect, use, store, and share your personal information?

The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.

What personal information is collected?

The information we will collect about you includes your:

names, date of birth, addresses, contact details
medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors
Medicare number (where available) for identification and claiming purposes
healthcare identifier numbers
health fund details.
Can you deal with us anonymously?

You can 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 is personal information collected?

The practice may collect your personal information in several different ways:

When you make your first appointment, the practice team will collect your personal and demographic information via your registration.

We may also collect your personal information when you visit our online booking platform, send us an email or SMS, telephone us, make an online appointment.

Via my health record, shared summaries. Electronic transfer of prescriptions(Etp).

In some circumstances, personal information may also be collected from other sources, including:

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 (if relevant).
While providing medical services, further personal information may be collected via:
electronic prescribing
My Health Record if permission granted.
online appointments.

Various types of images may be collected and used, including:

CCTV footage: Collected from our premises for security and safety purpose. We do not store any CCTV images only use for monitoring.
Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.

We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes.”

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

We sometimes share your personal information:

with third parties 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 (e.g. In referral letters)
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 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 it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
When it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared Health Summary, Event Summary).

Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent.

We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Will your information be used for marketing purposes?

The practice will not use your personal information for marketing any 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 the practice in writing.

How is your information used to improve services?

The practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team

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

At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.

How are document automation technologies used?

Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.

The practice uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information.

These document automation technologies are used through secure medical software [ BEST PRACTICE SOFTWARE].

All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team.

The practice complies with the Australian privacy legislation and APPs to protect your information.

All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.

How are Artificial Intelligence (AI) Scribes used?

Our clinic does NOT use AI scribe

How is your personal information stored and protected?

Your personal information may be stored in various forms.

For long term patients, records are in 2 forms paper and electronic.

As of 2014 all medical records became electronic.

The practice stores all personal information securely.
Paper files are stored in lockable cabinets.
All staff sign confidentiality agreements.
Electronic files are password protected.
Staff have restrictions on access to data.
CCTV monitoring is not stored.

How can you access and correct your personal information at the practice?

You have the right to request access to, and correction of, your personal information.

The practice acknowledges patients may request access to their medical records.

We required you put this request in writing via email or post, a signed letter consenting to the release of medical information and or in person

The practice will respond to any requests to access or correct your personal information within 21 days at cost of $30.

The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information.To do this please contact via

Post or email to the practice manager.

Email practicenurse50@gmail.com

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

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have. We will then attempt to resolve it in accordance with the resolution procedure.

Complaints can be sent to Practice manager via post, in person or email.

Address 80 Mount St Heidelberg 3084

Email practicenures50@gmail.com or info@mountstreetmedical.com.au

Complaints will be responded too within 30 days.

If you do not feel we have resolved your issue You may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.

Or contact

Health services commissioner (Vic) ph. 1300 582 113 email media@hcc.vic.gov.au

How is privacy on the website maintained?

We don’t use social media

Policy review statement

Our privacy policy is regularly reviewed to ensure compliance with current obligations.

If any changes are made:

They will be reflected on the website.
Significant changes may be communicated directly to patients via email or other means.

Please check the policy periodically for updates. If you have any questions, feel free to contact us.

EMAIL POLICY

Email Policy

Our practice is mindful that even if patients have provided electronic contact details, they may not be proficient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS).

Communication with patients via electronic means is conducted with appropriate regard to privacy

Our practice’s primary reason for communicating electronically to patients is to issue appointment reminders and we verify the correct contact details of the patient at the time of the appointment being made.

Whilst not encouraged, our practice allows patients an opportunity to obtain advice or information related to their care by electronic means, but only where the general practitioner determines that a face-to-face consultation is unnecessary and that communication by electronic means is suitable. Our practice will only provide information that is of a general, non-urgent nature and will not initiate electronic communication (other than SMS appointment reminders) with patients. Any electronic communication received from patients is also used as a method to verify the contact details we have recorded on file are correct and up-to-date.

Communication with patients via electronic means is conducted with appropriate regard to privacy. Before obtaining and documenting the patient’s consent, patients are fully informed through information contained in privacy policy of the risks associated with electronic communication in that the information could be intercepted or read by someone other than the intended recipient. Our practice also has an automatic email response system set up so that whenever an email is received into the practice, the sender receives an automated message reinforcing information regarding these risks.

When an email message is sent or received in the course of a person’s duties, that message is a business communication and therefore constitutes an official record. Patients are informed of any costs to be incurred as a result of the electronic advice or information being provided, and all electronic contact with patients is recorded in their health record.

All members of the practice team are made aware of our policy regarding electronic communication with patients during induction, and are reminded of this policy on an ongoing basis. They are made aware that electronic communications could be forwarded, intercepted, printed and stored by others. Each member of the practice team holds full accountability for emails sent in their name or held in their mailbox, and they are expected to utilise this communication tool in an acceptable manner. This includes, but is not limited to:

Limiting the exchange of personal emails
Refraining from responding to unsolicited or unwanted emails
Deleting hoaxes or chain emails
Email attachments from unknown senders are not to be opened
Virus checking all email attachments
Maintaining appropriate language within electronic communications
Ensuring any personal opinions are clearly indicated as such, and
Confidential information (e.g. patient information) must be encrypted.

Our practice reserves the right to check an individual’s email accounts as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.

The practice uses an autoresponse email disclaimer notice on outgoing emails that are affiliated with the practice stating.

Thank-you for your email, emails received are considered non-urgent in
nature. For all urgent matters please phone 000 or 03 9459 1100 during
normal operating hours.
Please note that our email system is NOT encrypted and therefore your
privacy can not be guaranteed; by sending and asking to receive
documents/information via this mode, will be seen as consent to proceed to
use this mode of communication.

REQUESTS FOR CONSULTATIONS EITHER FACE TO FACE OR TELEHEALTH, SCRIPTS OR
REFERRALS WILL NOT BE ACCEPTED BY EMAIL. PLEASE CALL THE CLINIC 9459 1100

Yours sincerely,
Mount Street Medical Centre