ROWVILLE HEALTH
PRIVACY POLICY
Current as of: 1st December 2025
Introduction
This privacy policy is to provide you, our patient, with clear information on how your personal information (which includes your health 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 the clinic on enquiry@rowvillehealth.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:
- name, date of birth, gender, address, contact details
- medical information including medical history, medicines, allergies, and adverse reactions, immunisations, social history, family history and risk factors
- medicare number for identification and claiming purposes
- healthcare identifier numbers
- health fund details where necessary.
- 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 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, 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
- while providing medical services, further personal information may be collected via:
- electronic prescribing
- My Health Record
- online appointments
- My Medicare.
CCTV footage: Our Practice has security cameras in common areas such as entrances, waiting rooms and corridors which may be used for security and safety 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.
- 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.
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.
- How are Artificial Intelligence (AI) Scribes used?
The practice uses various AI scribe tools (Australian-developed, fully privacy-compliant) to assist GPs with notetaking during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record.
Key safeguards:
- explicit consent required at each consultation start → you may opt out anytime (manual notes used instead)
- audio processed in real-time in Australia; never stored; destroyed immediately after transcription
- GP reviews, edits, and approves every note before it enters your permanent record (GP remains fully responsible).
- How is your personal information stored and protected?
Your personal information may be stored in various forms including paper records, electronic records, visual records (e.g., Xray’s, CT scans, videos and photos) and audio recording.
The practice stores all personal information securely:
- hard copy records in secure filing cabinets or rooms that are accessible only to Practice staff
- our premises are secured and monitored by a security company
- we use passwords on all electronic systems and databases and varying access levels to protect electronic information from unauthorised interference, access, modification or disclosure; and storing
- all GP’s and practice staff have signed confidentiality agreements.
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 can you access and correct your personal information at the practice?
You have the right to request access to the personal information we hold about you.
You are required to put this request in writing using our “request for access to medical records” form, which can be obtained from reception. This outlines the scope/type of access and fees.
The practice will take reasonable steps to correct your personal information if 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 also request we correct or update your information by contacting the Practice in writing.
The practice will respond to any requests to access or correct your personal information within a reasonable timeframe (usually 30 days).
Access to your medical records may be denied in certain circumstances permitted by law, for example, if disclosure may cause a serious threat to your health or safety.
- 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 can address any privacy concerns you may have in writing to: Practice Manager, Rowville Health, 958 Stud Road, Rowville VIC 3178. We will then attempt to resolve it in accordance with our resolution procedure. We will generally respond 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.
- How is privacy on the website maintained?
At Rowville Health any personal information you share with us through websites, email, social media, online booking services is handled securely and confidentially. This practice uses analytics and cookies.
- Policy review statement
Our privacy policy is regularly reviewed to ensure compliance with current obligations and in line with our three-yearly accreditation process.
If any changes are made, they will be reflected on our website.
