Our Privacy Policy 

Your Rights

If you have a problem, we would like to hear about it. Please feel free to talk to your doctor or the receptionist.


You may prefer to write to us or use our suggestion box. We take your concerns, suggestions and complaints seriously.


Privacy Policy.

The Richmond Health Clinic's Privacy obligations concern the collection, use, disclosure and storage of personal information. The use and disclosure of personal information is bound by codes of practice of our profession.


We acknowledge the trust our patients have in us to uphold the use of collected personal information necessary for the provision of quality ongoing care by the treating doctor. Your attendance at this clinic together is taken as consent to the collection of this information.


We have processes in place to ensure that our records of your information remain accurate, complete and up to date, including by verifying the information with you each time you use our service. We welcome any queries about privacy of information and patients are welcome to discuss any concerns with their treating doctor.

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

Why do we collect, use, hold and share your personal information?

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).

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, medications, allergies, adverse events, immunisations,
  • social history, family history and risk factors
  • Medicare number (where available) for identification and claiming purposes
  • healthcare identifiers
  • health fund details

Dealing with us anonymously 

You have the right to 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?

Our practice may collect your personal information in several different ways.
  1. When you make your first appointment our practice staff will collect your personal and demographic information via your registration.
  2. During the course of providing medical services, we may collect further personal information. Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary.
  3. 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.
  4. In some circumstances personal information may also be collected from other sources. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:
  • 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 (as necessary). 

When, why and with whom do we share your personal information?

We sometimes share your personal information:
  • with third parties who work with our practice 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
  • when it is required or authorised by law (eg 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 (eg some diseases require mandatory notification)
  • during the course of providing medical services, such as through eTP, My Health Record (eg via Shared Health Summary, Event Summary).
Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent.

We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Our practice will not use your personal information for marketing any of our 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.

Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.

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 our reception staff know if you do not want your information included. 

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms.


Such as, electronic records, visual records (X-rays, CT scans, videos and photos)


Our practice stores all personal information securely.



In electronic format, in protected information systems. Our computers and software are all password  protected and all staff and contractors have signed confidentiality agreements.

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.


Our practice acknowledges patients may request access to their medical records. We require you to put  this request in writing via email or in person at the practice and our practice will respond within 30days. Fees that may be associated with providing this information may apply depending on the amount of information and time taken for staff to compile the record any fees applicable will be discussed with you prior to provision of the record. –


Our practice will take reasonable steps to correct your personal information where the information is not  accurate or up to date. From time to time, 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, and you should make such requests in writing to the practice manager.

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. You should express any privacy concerns  you may have in writing. We will then attempt to resolve it in accordance with our resolution procedure.contact details of your practice, such as an email address. You must include your Name, Date of Birth, mailing address and contact number and nature of complaint. The turnaround timeframe will in most case be under 30 days


You may also contact the OAIC. Generally, 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 privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may  occur. patients will be notified via our patient information leaflet when this policy is amended.

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