Merrindale Medical Centre Privacy Policy

Version: 4.0Last Updated: May 2026 Next Review: May 2027

Introduction

Merrindale Medical Centre is committed to protecting the privacy and confidentiality of our patients’ personal and health information.

This privacy policy explains how we collect, use, store and disclose your personal information and how you may access or correct that information.

This policy complies with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs), which regulate how personal and health information is handled in Australia.

Why and When Your Consent is Necessary

When you register as a patient at Merrindale Medical Centre, you provide consent for our doctors and staff to collect and use your personal information for the purpose of providing healthcare services.

Only authorised staff involved in your care or the administration of the practice will access your information.

If we need to use or disclose your information for a purpose not directly related to your care, we will seek additional consent from you unless permitted or required by law.

Why We Collect, Use, Hold and Share Your Information

Our practice collects personal and health information to provide safe, high quality medical care.

Your information may also be used for:

• Diagnosis and treatment

• Communicating with other healthcare providers involved in your care

• Processing Medicare or health fund claims

• Practice administration

• Quality improvement activities

• Medical education and training

• Accreditation and regulatory compliance

What Personal Information We Collect

The information we may collect includes:

• Name, date of birth, address and contact details

• Emergency contact details

• Medical history

• Medications and allergies

• Immunisation records

• Family and social history

• Medicare number and healthcare identifiers

• Private health insurance information

• Test results, referrals and specialist reports

We may also collect sensitive health information relevant to your treatment and ongoing care.

Dealing With Us Anonymously

You have the right to deal with our practice anonymously or using a pseudonym where it is lawful and practicable to do so.

In most situations, it may not be possible to provide medical services without identifying information.

How We Collect Your Information

We collect personal information in a number of ways, including:

• When you register as a patient at our practice

• During consultations with your doctor or nurse

• When you communicate with us via phone, email, SMS, or online services

• Through electronic systems such as clinical software, My Health Record or HotDoc

• From other healthcare providers involved in your care

We may also collect information from third parties, including:

• Hospitals

• Specialists

• Pathology or imaging providers

• Allied health professionals

• Medicare or the Department of Veterans’ Affairs

• Your health fund

• Family members or legal guardians where appropriate

When and With Whom We Share Your Information

Your personal information may be shared with:

• Other healthcare providers involved in your care

• Pathology and diagnostic services• Hospitals or specialists• Medicare or health insurers for billing purposes• Accreditation agencies

• Information technology providers who support our systems

These organisations are required to comply with privacy laws and confidentiality requirements.

We may also disclose personal information when:

• Required or authorised by law, for example by court subpoena

• Necessary to prevent serious threat to life, health or safety

• Required for mandatory disease notification

• Necessary to assist in locating a missing person

• Required for legal or dispute resolution processes

Except as outlined above, we will not share your personal information without your consent.

We do not routinely disclose patient information outside Australia unless permitted by law and with your consent.

Direct Marketing

Our practice will not use your personal information to send marketing communications without your consent.

If you consent to receiving marketing communications, you may opt out at any time by contacting the practice.

Use of De-identified Data

Our practice may use de-identified patient data to improve the quality of services and support healthcare research.

This information does not identify individual patients and is stored securely within Australia.

Patients may opt out of having their de-identified information included by informing reception staff.

How We Store and Protect Your Information

Your information may be stored as:

• Electronic medical records

• Paper medical records

• Diagnostic images or recordings

• Secure practice management systems

We take reasonable steps to protect personal information from misuse, loss, unauthorised access, modification or disclosure.

Security measures include:

• Password protected clinical software systems

• Secure servers and encrypted systems

• Restricted staff access to records

• Locked filing cabinets for paper records

• Staff confidentiality agreements

Accessing and Correcting Your Information

You have the right to request access to your personal health information held by our practice.

Requests for access must be made in writing or by completing our medical records transfer form.

We aim to respond to requests within 30 days.

An administrative fee may apply to cover the reasonable costs associated with processing your request.

If you believe the information we hold about you is incorrect or incomplete, you may request correction. We will take reasonable steps to update your information.

Requests for access or correction can be sent to:

Practice Manager: Michelle Mitchell

Email: admin@merrindalemedicalcentre.com.au

Privacy Complaints

If you have concerns about how your personal information has been handled, you may submit a written complaint to the practice.

All complaints are documented and investigated, and we aim to resolve them promptly.

Complaints may be directed to:

Practice ManagerMichelle MitchellMerrindale Medical Centre516 Dorset RoadCroydon South VIC 3136

Email: admin@merrindalemedicalcentre.com.au

We aim to respond to privacy complaints within 30 days.

If you are not satisfied with the outcome, you may contact the:

Office of the Australian Information Commissioner (OAIC)Website: www.oaic.gov.auPhone: 1300 363 992

Privacy and Our Website

When you contact us via our website or email, we may collect personal information you provide.

Our website may use cookies or analytics tools to improve user experience. This information does not personally identify visitors.

Our website may contain links to external websites. We are not responsible for the privacy practices of those sites.

Use of AI-Assisted Clinical Documentation

Merrindale Medical Centre may use secure AI-assisted transcription or documentation tools during some consultations to assist clinicians with note-taking and clinical record documentation. These tools are designed to improve the accuracy, efficiency, and quality of medical records, allowing clinicians to focus more fully on patient care and communication during consultations.

Any information processed through these systems is handled in accordance with Australian privacy laws and strict confidentiality requirements. AI-assisted tools used by the practice are subject to appropriate security and privacy safeguards.

Patients may request that AI-assisted transcription not be used during their consultation by informing their doctor or reception staff.

Policy Review

This privacy policy is reviewed regularly to ensure compliance with privacy legislation and healthcare standards.

The most current version will always be available at reception and on our website.