The objective of this privacy notice 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.
1. 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.
2. 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 insurance / health fund details
3. 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 healthcare provision, 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.
4. 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.
5. 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 (if relevant)
While providing medical services, further personal information may be collected via electronic prescribing, My Health Record, and 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
6. 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 the Australian Privacy Principles (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 a confidential dispute resolution process
- When it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
- In the provision of medical services, through electronic prescribing and 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 outside Australia, except where a specific software or clinical tool we use relies on overseas third-party service providers under a data processing agreement (for example, some ancillary functions of our AI scribe software, see Section 10), or in exceptional circumstances permitted by law. Any identifiable health information stays within Australia.
7. 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.
8. 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. 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.
9. 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 Australian privacy legislation and the APPs to protect your information. All data, both electronic and paper, is stored and managed in accordance with the RACGP’s Privacy and Managing Health Information guidance.
10. How are Artificial Intelligence (AI) Scribes used?
The practice uses an AI scribe tool, Heidi, to support GPs in taking notes during consultations. With your consent, Heidi listens to your consultation in real time and generates a draft clinical note. Your GP reviews, edits and approves this draft before it is saved to your health record – it is never added automatically.
Heidi:
- Stores data on servers located in Australia
- Does not use your consultation data to train its AI models
- Destroys the audio recording once transcription is complete
- Is used only to generate clinical notes to support your healthcare – not for any other purpose
Some non-clinical, ancillary features of the Heidi platform may rely on third-party service providers, which may be located overseas and are subject to data processing agreements requiring compliance with Australian privacy standards; your identifiable clinical information is not part of this.
You will be asked for your consent before an AI scribe is used in your consultation. You are free to decline at any time, and this will not affect the care you receive – your GP will simply take notes manually instead.
11. How is your personal information stored and protected?
Your personal information may be stored in various forms. The practice stores all personal information securely.
CCTV: the practice operates CCTV for security and safety purposes in [specify areas, e.g. car park, entry, waiting room], excluding consulting and treatment rooms. Footage is stored securely for [specify retention period] and access is restricted to authorised staff.
12. 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; however, the patient will need to make a request in writing.
The practice will respond to any requests to access or correct your personal information within two weeks. 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 the practice is correct and current. You may request we correct or update your information by contacting the practice by phone and speaking with one of our receptionists.
13. Who can I contact about this policy?
For enquiries concerning this policy, you may contact Hemant Deshmukh, Business Manager, via email: info@skmc.com.au
14. 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, and we will attempt to resolve them in accordance with our resolution procedure.
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner (OAIC). The OAIC will require you to give us time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC on 1300 363 992.
15. How is privacy on the website maintained?
At South Kempsey Medical Centre, any personal information you share with us through our website, email, and social media is handled securely and confidentially. This practice uses analytics and cookies.
16. 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.
Last updated: July 2026
