Policies

The ‘personal information’ we collect includes your name, date of birth, address/es, contact details, Medicare number, healthcare identifiers and health fund details. Medical information may include medical history and any care you may need. GPs need information about your past and present health in order to provide you with high-quality care. 

Our practice follows the guidelines of the RACGP’s Handbook for the management of health information in general practice, 3rd edition (the Handbook). The Handbook incorporates federal and state privacy legislation, and the Australian Privacy Principles, which requires that your personal information is kept private and secure. 

Your Medical Records

This practice takes steps to ensure that your medical records:

· are accurate, complete, well-organised and legible

· are up-to-date

· contain enough information to allow another GP to care for you

· contain a summary of your care 

· can be used to remind you, with your permission, to return for follow up, check-ups and reviews.

If you are uncertain why information is being requested, please ask your GP or the practice staff. 

If you wish to remain anonymous while accessing healthcare services, please talk to the practice staff.

Providing your information to other GPs 

In this practice, it is normal for all GPs to have access to your medical records. If you have any concerns about this please discuss them with your GP or practice staff.

It is important that other people involved in your care, such as medical specialists and other healthcare professionals, are informed of the relevant parts of your medical history, so they can provide the best care for you. Your GP will let you know when this is necessary.

Providing your Information to Others

GPs respect your right to decide how your personal information is used or shared. For example, this may be sharing your health information with specialist doctors. Personal information that identifies you will only be sent to other people with your consent, unless there are exceptional circumstances. Gaining your consent is the guiding principle used by this practice in using and sharing your information.

Our practice will not share your personal health information with anyone else or another organisation unless:

· you have consented to this sharing, or

· they are legally obliged to disclose the information, in which case your GP will first discuss with you the information that she or he is legally obliged to disclose, or 

· the information is necessary for you to obtain Medicare payments or other health insurance rebates, or

· there is an overriding public health and safety interest in the release of the information.

In the above cases, only information necessary to meet the requirements will be provided. Your health information will not ordinarily be sent overseas unless:

· you are informed and provide consent for this to occur, and 

· the overseas country receiving the information has privacy laws that are very similar to the Australian Privacy Principles.

Using health information for quality improvement and research

This practice may use patient health information to assist in improving the quality of care we give to all our patients, by reviewing the treatments used in the practice.

Your information held by the practice may be used in research projects to improve healthcare in the community; however, this information will not include data that can identify you.

The information used for research, including the publication of research results, will not be in a form that would allow you to be identified, unless the research serves an important public interest. In such cases, identifiable medical records can be used for medical research without your consent under guidelines issued by the Australian Government. Before providing such identified information, your GP will discuss with you the information that she or he is obliged to disclose.

Security of Information in the Practice

Australian privacy legislation applies to all personal health information recorded in electronic and paper records. All records must be kept secure to protect against unauthorised access. This practice complies with these requirements to protect your information.

Access to your Health Information

You may ask practice staff about any aspect of your healthcare, including information contained in your record. You can request access to your medical record and any other information the practice records about you. 

If you request access to your medical record, your GP will need to consider if there may be a risk of physical or mental harm to you or any other person that may result from disclosure of your health information. Your GP may need to remove any information that will affect the privacy of other individuals.

Sharing information is important for good communication between you and practice staff. Your GP is able to provide a full explanation of the health summary or medical record you are provided access to. 

Depending on what is involved, you may be asked to contribute to the cost of providing the information.

Direct Marketing

This practice does not engage in direct marketing. 

Resolving concerns regarding the Privacy of your health information

If you have any concerns regarding the privacy of your personal health information or the accuracy of the information held by the practice, you should discuss these with practice staff. Inaccurate information can be corrected or your concerns noted in your record. For legal reasons, the original notes will be retained.

Contacts

If you have questions or a complaint about the privacy of your personal information, please ask to speak to the privacy contact officer at the practice.

Further information on privacy legislation is available from:

Office of the Australian Information Commissioner

1300 363 992

www.oaic.gov.au

Information and Privacy Commission 

New South Wales – 1800 472 679

www.ipc.nsw.gov.au/privacy/ipc_index.html

 ​Purpose of this policy
To provide guidance to staff and contractors on the use of social media at work and at home. We aim to respect patient confidentiality, laws relating to medical practice, and professionalism.

Social media definition
Online interactive communities that share information and content, such as Facebook, Twitter, Instagram, YouTube and Linkedin. Pendle Hill Family Medical Centre has a Website only and does not use any other online social media networks.

Standards for our Website www.pendlehillfamilymed.com.au

• We do not disclose any patient information without the express consent of the patient. Even “de-identified” details may be able to be recognised by people known to the patient.
• We do not post any material that is fraudulent, harassing, embarrassing, sexually explicit, obscene, intimidating, defamatory or unlawful.
• External users are unable to post testimonials or reviews to our website as per AHPRA and MBA guidelines
• Our website complies with AHPRA’s Guidelines for Advertising Regulated Health Services and Social Media Policy.
• Our website can be used by patients to view information and policies and provide feedback via an online feedback form that is emailed directly to the practice.  Our website cannot be used to provide patient-specific medical advice, provide repeat prescriptions or referral letters.
• All posts to our website including those with medical content must be approved by the Practice Principal and Practice Manager.
• The practice manager is responsible for regularly reviewing content of the website. 

On employees’ and contractors’ personal social media sites:

• Staff are free to personally engage in social media outside of work hours, as long as their actions do not have the potential to bring the practice into disrepute. Employees may not represent personal views expressed as those of this practice.
• Please do not identify yourself as working for Pendle Hill Family Medical Centre on social media
• Do not refer to the practice, other staff or contractors without their approval. Do not criticise or denigrate the practice, its staff and contractors, or organisations it is professionally associated with.
• There should be no photos taken inside the workplace which could capture documents, paperwork, patient charts, or other information protected by privacy law. Do not disclose any patient information without the express consent of the patient.
• Please do not accept “friend” requests from people you know only as a patient of the practice.
• Do not disclose any confidential information relating to practice systems.
• Use of social media should not interfere with your work.
• Staff must behave professionally and courteously to colleagues and other practitioners including when using social media
• Staff should respect copyright, privacy, fair use, financial disclosure and other applicable laws when publishing on social media platforms.

Consequences of breach of this policy
Any breach of this social media policy may result in disciplinary action, and in the event of serious misconduct may result in the termination of employment or contract. 

Purpose
The purpose of the Cultural Diversity Policy is to create and maintain an environment in which all employees are patients are treated with respect, dignity, and fairness, which is free from all forms of discrimination and harassment. 
At Pendle Hill Family Medical Centre, we believe that all employees, visitors and patients must feel safe, respected and valued for their diversity.   

Applicability
This Policy is applicable to the whole team at Pendle Hill Family Medical Centre.  
The Policy requires that both the Employer and Employees examine their own cultural identities and attitudes and be open-minded and flexible in their attitudes towards people from all cultures.
Pendle Hill Family Medical Centre acknowledges that we are here on the land of Darug Nation and we pay our respects to all Elders, past, present and emerging.

Responsibilities of Employees 

• To familiarise themselves with this Policy and read in conjunction with the Anti-Discrimination Policy 
• To help provide a welcoming and enriching place to work by embracing cultural diversity  
• To provide services to patients irrespective of race, religion, politics, age, disability, gender and sexuality 
• To evaluate their own prejudices to ensure that all patients receive the highest standard of care 
• To actively participate in implementing processes that encourage and support cultural diversity 

Responsibilities of the Employer 

•  ​Develop, implement, monitor, and update this policy on a regular basis 
• Abide by the Equal Opportunity Act 1984 
• Ensure that social inclusion and workplace diversity principles are integrated with and underpin all aspects of their work. 
• To strive to create accessible services that consider geographical disadvantage, disability, financial hardship and understanding of English 
• Ensuring employment and recruitment practices are free from bias and discrimination 
• To value the diverse skills and competencies of all employees and utilise these skills in ways that enhance the performance of the practice 
• Investigate any complaints or claims of policy breaches with due diligence in a confidential manner, taking appropriate action to resolve matters 

External Advice and Support 

• The Australian Human Rights Commission 

 Purpose
The purpose of the Anti-Discrimination Policy is to create and maintain an environment in which all employees are patients are treated with respect, dignity, and fairness, which is free from all forms of discrimination and harassment.
Pendle Hill Family Medical Centre has zero tolerance for discrimination and harassment. Any workplace discrimination and harassment will not be tolerated and will be treated seriously and managed accordingly.
 

Applicability
This Policy is applicable to all employees of Pendle Hill Family Medical Centre (PHFMC).
The Policy requires that both the Employer and Employees actively prevent discrimination and harassment in the workplace.
 

Responsibilities of Employees

• To familiarise themselves with this Policy
• Employees must not harass, or induce colleagues to harass each other, patients, caregivers, clients, or members of the public
• Do not use, cause, instruct, aid, induce, encourage, or knowingly permit another person to engage in discriminating or harassing behaviour in the workplace
• Employees must not discriminate against each other, patients, clients, or members of the public based on.
  • Age
  • Race
  • Culture
  • Sex / Sexual orientation
  • Family responsibility
  • Family status
  • Gender history
  • Impairment
  • Disability
  • Marital status
  • Political views
  • Religious views
  • Pregnancy
  • Breastfeeding
• Complete any mandatory training regarding workplace discrimination and harassment
• Report any behaviour which involves discrimination or harassment Principal Gp and Practice Manager. 

Responsibilities of the Employer
Develop, implement, monitor, and update this policy on a regular basis

• Abide by the Equal Opportunity Act 1984
• Ensuring employment and recruitment practices are free from bias and discrimination
• To value the diverse skills and competencies of all employees and utilise these skills in ways that enhance the performance of the practice
• Investigate any complaints or claims of policy breaches with due diligence in a confidential manner, taking appropriate action to resolve matters

External Advice and Support

• The Western Australian Equal Opportunity Commission
• Relevant industrial union or professional association.

Purpose
We aim to provide the highest quality of care to all of our patients at Pendle Hill Family Medical Centre (PHFMC).  Despite our best efforts, things can still go wrong.  When this occurs, we need to know of the problem to address the current problem and prevent future similar problems.  One measure we use is by listening to and responding to feedback. 

• Feedback policy information is available in the PHFMC information Sheet and on our website. 
• We welcome feedback and provide opportunities for patients, carers and other relevant parties to tell us how we are doing through a variety of methods. 
• We acknowledge, investigate and respond to feedback as quickly as possible, acting with respect, diligence and confidentiality. 
• We conduct a formal patient feedback survey every 3 years. 

How to give Feedback
Patients are encouraged to use one of the following methods.  Feedback can be given anonymously if desired.  They may -

• Speak to one of our friendly staff members.  
• Send an email to reception@pendlehillfamilymed.com.au
• Write to us at- Pendle Hill Family Medical Centre, 129-131 Pendle Way, Pendle Hill NSW 2145
• Participate in our Patient Feedback Survey  

Procedure for Handling of Complaints 

• We acknowledge the patient’s right to complain 
• We encourage the patient to tell us what has happened in their own words:
  - What is the complaint about?
  - Who is it about?
  - What outcome does the patient expect from making a complaint?
  - What aspects of their care or service provided would they like to see done differently? 
• If the complaint is being made verbally, in person complaints are addressed in a private area of PHFMC using tactful, anti-inflammatory language  
• If needed, we complete a significant event reporting form on the patient’s behalf to inform our quality improvement practice team of the matter 
• In an acute situation, alert the Practice manager and GP about disgruntled or hostile patients so they can defuse the situation 
• Our quality improvement team is responsible for nonverbal feedback collection and analysis and handling complaints. We aim to acknowledge receipt of complaints in writing within 5 working days.  We telephone or email the patient to let them know that we are working on the problem 
• We complete the significant event reporting form 
• We respond to all complaints promptly in an open and constructive manner including an explanation and if appropriate an apology 
• We work with the patient to resolve the complaint and communicate the outcome with the patient including any changes made as a result of the complaint 
• Where a complaint is made against a staff member provide them with an opportunity to discuss the details in a private setting 
• If required, contact PHFMC insurer when there is a complaint to seek advice on resolving the complaint before any action is taken 
• We ensure the complaint does not adversely affect the patients care 
• If the matter cannot be resolved or the patient is not satisfied with the outcome, advise the patient about how to contact the Health & Disability Services Complaints Office  

Learning from Complaints 

• The QI team review all complaints with a view to improving clinical care.  A quality improvement action plan is maintained 
• Outcomes of QI team review are discussed in the practice via Teams or staff meetings 
• We analyse trends and discuss the methods of resolution 
• Patients are informed of our response to feedback and resulting quality improvement by the changes made in the practice and by waiting room signage. 

Purpose
The purpose of this policy is to ensure that Staff at Pendle Hill Family Medical Centre seek consent for the presence of a third party during a patient’s consultation.   A patient is entitled to either consent to or decline the presence of a third party.

Applicability
This policy applies to all employees, patients, visitors, guests, interpreters and chaperones of Pendle Hill Family Medical Centre.
​
Procedure

• All patients have the right to either consent to or decline to consent to the presence of a third party during their consultation.
• Third party consent can be requested by the patient or by the practitioner.
• Ensure that the patient is fully aware of their rights and has the capacity to make an informed decision regarding their consent to a third party during their consultation.
• A third party may be a family member, partner, friend, guardian, interpreter, chaperone, medical or nursing student or another general practitioner or health professional.
• When third party consent is requested, the patient will be required to complete a Patient Consent Form – Third Party
• This form will be scanned and kept in the patient file.
• All patients have the right to decline the presence of a third party during their consultation without fear of repercussions.

Internal Links

• Pendle Hill Family Medical Centre Privacy Policy Brochure
• Management of Health Information (Privacy Policy)

External Links
Privacy and managing health information in general practice https://www.racgp.org.au/FSDEDEV/media/documents/Running%20a%20practice/Protecting%20practice%20information/Privacy-and-managing-health-information-in-general-practice.pdf