The Family &  Diabetic GP Clinic Privacy Policy

CURRENT AS OF JUNE 2026

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Australian Privacy Principles (APP Policy)

This privacy policy provides 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.

This policy has been developed in accordance with:

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• Privacy Act 1988 (Cth) and Australian Privacy Principles (APPs)

• RACGP Standards for General Practices (5th Edition)

• My Health Records Act 2012

• Health Insurance Act 1973

• Other relevant Commonwealth and Queensland legislation​

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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.

We must obtain patient consent for any real-time audio/visual recording, duplication and storage of a consultation, including those via telehealth and those conducted remotely.

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What is a Patient Health Record?

A patient health record is a record of an individual's health information that is stored to enable us (the healthcare provider) to provide healthcare services to you, the individual. It includes your personal information and also includes your personal health information (such as a medical or personal opinion) relating to your health, disability or health status.

Your personal health information includes information or an opinion about your medical history, a health service provided, or to be provided to you, and other personal information collected to provide, or in the provision of a health service.

 

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).

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What personal information do we collect?

The information we will collect about you includes your:

• names, date of birth, addresses, contact details

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

• healthcare identifiers

• health fund details

• personal health information as noted above, including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors

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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.

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How do we collect your personal information?

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

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When you make your first appointment, our practice staff will collect your personal and demographic information via your registration.  Our patient registration form includes a collection statement informing you of the information being collected and the purpose for which it is collected.

 

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 (e.g. via Shared Health Summary, Event Summary). Currently, our practice participates in My Health Record.

 

Various types of images may be collected and used during the course of providing healthcare services, including photos and medical images taken for clinical purposes. Where personal devices are used by our clinical staff to capture medical images, this is done in accordance with the RACGP guidelines on Using Personal Mobile Devices for Clinical Photos and our practice's policies on clinical image management.

 

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)

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My Health Record – Important Changes from July 2026

Our practice participates in the My Health Record system. My Health Record allows you and your healthcare providers to access your health information securely online.

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During the course of providing medical services, we may upload information to your My Health Record, including shared health summaries, event summaries, and prescription information.

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Recent legislative changes — what this means for you:

The Health Legislation Amendment (Modernising My Health Record — Sharing by Default) Act 2025 received Royal Assent on 14 February 2025. From 1 July 2026, pathology and diagnostic imaging providers will be legally required to upload pathology and diagnostic imaging reports to My Health Record by default.

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As a result of these changes, you may notice that pathology results appear in your My Health Record quickly after they are processed — in some cases before your GP has had the opportunity to contact you to discuss them. If you have concerns about a result you have seen in My Health Record, please contact our practice.

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You retain control over who can access your My Health Record at any time. You can opt out of the My Health Record system, or request that specific information not be uploaded, by speaking with our reception staff or managing your preferences at www.myhealthrecord.gov.au.

 

Opting out will not affect the quality of care you receive at our practice.

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For more information, visit www.myhealthrecord.gov.au or speak with our practice staff.

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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 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 (e.g. some diseases require mandatory notification)

• during the course of providing medical services, through eTP, My Health Record (e.g. 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.

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We will not share your personal information with anyone outside Australia without need and without your consent (unless under exceptional circumstances that are permitted by law). Currently we do not send information overseas and if we are required to do so, we will obtain your consent.

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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.

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Our practice evaluates all unsolicited information it receives to decide if it should be kept, acted upon or destroyed.

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The Family GP & Diabetic GP Clinic will employ all reasonable endeavours to ensure that a patient's personal information is not disclosed without their prior consent.

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Using Your Information to Improve Services

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

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De-Identified Data for Quality Improvement:

We may provide de-identified data to other organisations to improve population health outcomes. When information is de-identified, you cannot be identified from the data we share. The information is stored securely within Australia. You can let reception staff know if you do not want your de-identified information included in quality improvement activities.

De-identified information means that any identifying details (such as your name, address, date of birth, Medicare number) have been removed or altered so that you cannot be identified from the information.

 

Research Participation:

At times, research teams may approach our practice to recruit eligible patients into studies. We will only contact you about research opportunities after obtaining your consent. Researchers will not approach you directly without your express permission.

If you agree to be contacted, you will receive specific information about the research project and how your personal health information will be used, at which point you can decide whether to participate. Participation in research is always voluntary and will not affect the care you receive at our practice.

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How do we use document automation technologies?

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

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Our practice uses document automation technologies within our clinical software, Best Practice, to create documents such as referral letters and prescription records, which are sent to other healthcare providers. These documents contain only your relevant medical information.

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All users of Best Practice 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 Australian privacy legislation and the Australian Privacy Principles to protect your information.

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How Artificial Intelligence (AI) Scribes Are Used

An AI scribe is a tool that uses audio recording of a clinical consultation to generate a clinical note for your health record, assisting GPs to document consultations accurately and efficiently.

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At present, only one doctor in our practice uses an AI scribe tool and if used, you will be informed prior to its use in your consultation and will have a right to opt out of its use at any time and this will not affect the care you receive.   In the event that more doctors introduces  an AI scribe tool in the future, you will be informed prior to its use in your consultation. You will always have the right to opt out of the use of an AI scribe tool at any time, and this will not affect the care you receive.

 

Any AI scribe tool adopted by our practice will be selected and used in accordance with RACGP guidance on Artificial Intelligence (AI) Scribes, and our practice's privacy obligations under the Privacy Act 1988 (Cth) and the Australian Privacy Principles

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How do we store and protect your personal information?

The Family GP & Diabetic GP Clinic complies with Australian privacy legislation to protect your information. All data, both electronic and paper, are stored and managed in accordance with the RACGP Standards for General Practices (5th Edition), RACGP Computer and Information Security Standards and the requirements of our practice's Business Continuity Plan.

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How do we store your personal information?

At The Family GP & Diabetic GP Clinic, your personal information may be stored in various forms including as an electronic record, paper records, visual images (x-rays, scans) and video and/or audio recordings. All personal information is stored securely.

Our practice minimises paper files and all information relating to a patient is scanned into their chart on our secure practice management system (Best Practice) and then the paper file is securely disposed of by shredding. Visual records, such as x-rays, CT scans and other images are all stored electronically in each patient's chart.

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How do we protect your personal information?

Our practice has documented policies and procedures in place to protect and manage the privacy, security, quality and integrity of the personal health information we hold.

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Since establishment, The Family GP & Diabetic GP Clinic has engaged ADITS, a reputable IT service provider, to securely monitor and manage our systems and network to ensure the safety, security and integrity of the personal health information we hold.

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Our electronic files are password/passphrase-protected on several levels (which are changed on a regular basis). We keep frequent backups of all critical information and systems, and those backups are stored securely off-site and not connected to the network to prevent their loss due to fire, theft or malware.

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All our employees, service providers and contractors at The Family GP & Diabetic GP Clinic are bound by a strict legal duty of confidentiality. As such, we require and ensure that each person has read, understood and signed a Privacy and Confidentiality Agreement.

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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.

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Our practice acknowledges patients may request access to their 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.

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If you make your request to access or correct your personal information over the phone or in person, you will be asked to put your request in writing. You may also be asked to provide proof of your identity.

If you are making a request on behalf of another person, your request must be made in writing and must include evidence of your authority to act on the other person's behalf.

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Your request should be in writing and to the attention of "The Practice Manager". It should be provided either:

• By email: admin@diabeticgp.com.au

• In person at the practice

• By post: PO Box 272, Belgian Gardens, Townsville QLD 4812

 

Your request should include:

• Your full name, address and date of birth

• For access requests: a description of the information you're requesting and whether you require a summary, a full copy or if you want to view your records in person

• For correction requests: a description of the information you want to correct, the correct information and proof the existing information is inaccurate, incomplete, misleading or out-of-date

 

Our practice will respond to all requests within a reasonable time (approximately 30 days).

 

The Family GP & Diabetic GP Clinic may charge a fee to give you access to your information, but you will not be charged a fee for simply making a request.

 

Depending on the content of your request, our practice may charge you a fee to give you access to your personal health information, but this fee can't be excessive. It may include the cost of:

• staff searching for, locating and retrieving the requested information, and deciding which health information is relevant to the request

• staff reproducing and sending the health information

• the postage or materials involved in giving access

• using an intermediary, if necessary

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​Can we refuse your request?

The Family GP & Diabetic GP Clinic can refuse to give you access to your health information in some situations, such as if:

• it may threaten your or someone else's life, health or safety

• it may impact someone else's privacy

• giving access would be unlawful

• denying access is required or authorised by law

• the request is frivolous or vexatious

• legal proceedings are underway or anticipated

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If giving you certain information would impact someone else's privacy, our practice may block out that part and give you the rest of the information. If it's not possible to give information directly to you because of a concern for your health or safety, then our practice might give access through an agreed third party.

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If our practice refuses to give you access, we will give you a written notice telling you why and how you can complain about our refusal.

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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.

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You may make a complaint in person, over the phone or in writing.

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If you put the complaint in writing, it should be addressed to the attention of "The Practice Manager" and can be sent:

• By email: admin@diabeticgp.com.au

• By post: PO Box 272, Belgian Gardens, Townsville QLD 4812

• In person at: Suite 14, The Hyde Park Centre, 36-48 Kings Road, Hyde Park, Townsville QLD 4812

 

When you make the complaint, please make sure you:

• identify yourself

• give a brief description of the matter and why you think The Family GP & Diabetic GP Clinic has mishandled your personal information (what happened, when it happened and any consequences)

• let us know what you'd like us to do to resolve the matter

 

If your complaint is in writing, please also include:

• a contact address

• a contact phone number

• the date (if you're sending a letter)

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Our practice will respond to all privacy complaints within a reasonable time (approximately 30 days, as required under the Privacy Act).

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You may also contact:

Office of the Australian Information Commissioner (OAIC)
Generally, the OAIC will require you to give us time to respond before they will investigate.
Phone: 1300 363 992
Website: www.oaic.gov.au

 

Office of the Health Ombudsman, Queensland
Phone: 133 646
Website: www.oho.qld.gov.au

 

Office of the Information Commissioner Queensland
Phone: 07 3234 7373
Website: www.oic.qld.gov.au

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Privacy, our website and social media

The Family GP & Diabetic GP Clinic's website and social media pages contain links to other websites on the internet. The internet is inherently insecure and as these linked sites are not under our control, we are not responsible for the conduct of third-party websites or companies linked to our website. Accordingly, we make no representations or warranties in relation to the privacy practices of any third-party website.

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Before you disclose your personal information on any other website, we would recommend that you take time to consider the privacy policy and terms and conditions of that website.

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No data or transmission over the internet can be guaranteed to be secure. We cannot guarantee that any information you communicate to us online will not be intercepted whilst being transmitted over the internet. Any information (personal or otherwise) which you transmit to us online is transmitted at your own risk.

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We may measure and record information about the number of visitors and their use of the site for trends and statistics for marketing purposes or for the purpose of making the website more relevant and user-friendly.

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Policy Review Statement

This Privacy Policy will be reviewed regularly (at least annually) to ensure it remains applicable to current practice procedures, RACGP Standards and legal requirements.

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Any changes that are made to our privacy policy will be updated on our website. We will notify patients via email and through notices in the practice of any significant changes made to our policy.

 

Compliance and Accreditation

This policy supports our compliance with:

• Privacy Act 1988 (Cth) and Australian Privacy Principles

• RACGP Standards for General Practices (5th Edition)

• My Health Records Act 2012

• Health Insurance Act 1973

• Australian Health Practitioner Regulation Agency (AHPRA) requirements

• Queensland health privacy legislation

 

Note: This policy will be reviewed and updated as required when the RACGP Standards 6th Edition is released (anticipated late 2026).  The practice will have 12 months from release to transition to the new standards.

 

Practice Contact Information

 

The Family GP & Diabetic GP Clinic
Suite 14, The Hyde Park Centre
36-48 Kings Road, Hyde Park, Townsville QLD 4812
PO Box 272, Belgian Gardens, Townsville QLD 4810
Phone: (07) 4724 0700
Fax: (07) 4724 5549
Email: admin@diabeticgp.com.au
Website: www.diabeticgp.com.au

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Version: 3.0 | Current as of: June 2026 | Next Review: June 2027

This policy complies with RACGP Standards for General Practices (5th Edition) and current privacy legislation.

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Next Review Date: 1 January 2027