Our Policies
Patient code of conduct/Zero Tolerance Policy
All people have the right to attend their workplace and feel safe and not be subjected to aggression and violence.
The effective prevention and management of aggression and violence in the workplace is the responsibility of Border General Practice. Under Safe Work NSW and in line with our Zero Tolerance Policy, we must provide a safe work environment for all workers and the general public. Therefore, workers of Border General Practice have the right to be treated with respect, and aggressive and violent behaviour toward any worker is unacceptable and will not be tolerated at our practice.
Anyone that is abusive to our workers, either in person or over the phone, will be sent a letter from the Practice Manager and/or Owner advising that this behaviour will not be tolerated. Any further violation will result in the removal from the practice.
Privacy Policy
Introduction
This privacy policy is to provide information to you, the patient, on how your personal information is collected and used within the practice.
Who can you contact about this policy?
For enquiries regarding this policy, you can contact the practice, albury@bordergeneralpractice.au or by phoning, 02-60623166.
Why and when your consent is necessary
When you register as a patient of the 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 only to the doctors and specific practice staff who require it for your care. If we ever use your personal information for purposes other than healthcare provision, we will obtain additional consent from you.
Why do we collect, use, hold 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 do we collect?
The information we will collect about you includes your:
names, date of birth, addresses, contact details
medical information including medical history, medicines, allergies, 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.
Dealing 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 do we collect your personal information?
When you make your first appointment, the practice staff and your GP 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 (if relevant)
While providing medical services, further personal information may be collected via:
electronic prescribing
My Health Record
online appointments.
Various types of images may be collected and used, including:
CCTV footage: Collected from our premises for security and safety purposes
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.
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. 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 there 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 our practice in writing.
How do we use your information 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. The information is secure, patients cannot be identified and the information is stored within Australia. You can let reception staff know if you do not want your information included.
How are document automation services 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.
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 https://www.racgp.org.au/running-a-practice/security/managing-practice-information/privacy-of-health-information
How are Artificial Intelligence (AI) Scribes used?
The practice uses an AI scribe tool to support GP’s take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe service is Heidi Health.
Heidi Health:
Does not share information outside of Australia
Destroys the audio file once the transcription is complete
Removes sensitive, personal identifying information as part of the transcription.
The practice will only use data from the digital scribe service to provide healthcare to you.
How is your personal information stored and protected?
Your personal information may be stored in various forms.
The practice stores all personal information securely. Some of the information you may enter on our website will be transmitted securely via a secure medium known as Secure Sockets Layer, or SSL. All personal information in electronic format is stored in a protected information server and any hard copy format is in a secure environment where patients/visitors do not have access.
All authorised practice staff and doctors have signed confidentiality agreements upon commencement at the clinic. Moreover, staff are issued with a log in and password to access personal records.
CCTV access and recordings are securely stored and there are CCTV cameras in the practice, including the car park, but excluding consulting and treatment rooms.
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.
The practice acknowledges patients may request access to their medical records. We require you to put this request in writing by completing the provided form, showing photo ID, and paying the nominated fee if applicable. The practice will respond within a reasonable time (30 days) after discussion with the treating practitioner. You will be invited to collect your medical record when it is available.
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 that your personal information held by our practice is correct and current. You may also request that we correct or update your information when circumstances change.
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. Any complaints or concerns should be raised with the Practice Manager in the first instance or your healthcare provider at the practice. We will then attempt to resolve it in accordance with our feedback and complaint procedure (refer Feedback and Complaints Policy).
You may also contact the Office of the Australian Information Commissioner (OIAC). The OAIC will require you to give them time to respond before they will investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
Policy review statement
This policy is current as at 10/03/2025.
The 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 patient via email or other means.
Privacy and our website
Refer to Website Terms of Use.
Personal health information collection statement
Privacy of Personal Health Information
Any data and information collected is held, used and disclosed in accordance with the Privacy Act 1988.
The information we collect about a patient can include medical details, family information, name, address, employment and other demographic data, past medical and social history, current health issued and future medical care, Medicare number, accounts details, and any health information such as a medical or personal opinion about a person’s health, disability or health status.
Personal health information also includes the formal health record (written or electronic) and information held or recorded on any other medium (e.g. electronic or verbal).
For each patient we have an individual patient health record containing all clinical information held by our practice relating to that patient. Our practice ensures the protection of all information contained within these files.
Practice Privacy
Patient consent to the handling and sharing of personal patient health information is sought and documented early in the process of clinical care, and patients are made aware of the collection statement when giving consent to share health information.
Third Party Requests for Patient Information
Requests for third party access to personal patient health information is initiated through receipt of correspondence from a solicitor or government agency or by the patient completing a Request for Personal Health Information form.
Where our practice holds reports or other health information from another organisation, such as a medical specialist, we are required to provide access to this information in the same manner as for the records we create. We are also required to provide access to records which have been transferred to use from another health service provider.
We only transfer or release patient information to a third party once the consent to share information has been signed and, in specific cases, informed consent has been sought from the patient.
Request for Access and Transfer of Patient Information
Patients of this practice have the right to access their personal (and health) information under legislation. The Privacy Act 1988 and Australian Privacy Principles (APPs) govern health service providers’ and other organisations’ obligations to give patients access to their personal health information on request, subject to certain exceptions and the payment of fees (if any).
This practice complies with the Privacy Act 1988 and APPs adopted therein. These regulations give patients the right to know what information a private sector organisation holds about them, the right to access this information, and to also make corrections if they consider any data is incorrect.