Policies
This page has all the info you need about our privacy policy and how to make a complaint. If you have any questions or concerns, don’t hesitate to reach out. You can find our contact details on the website. We're here to help.
Privacy Policy
Family Paediatrics Nurse Practitioners privacy policy
Current as of: 11/2024
Introduction
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 Clinical 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
· health information including medical history, developmental 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) and My Health Record
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, 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.
We use electronic records, visual records (X-rays, CT scans, videos and photos), and audio recordings from telehealth.
Our practice stores all personal information securely in our electronic health record management system (Halaxy) which is password protected. Clinical staff only have access to client records of individuals and families they work with directly.
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 clients may request access to their medical records.
Requests can be lodged by a third party on behalf of another person, if their consent or the consent of their legal representative has been provided. Where requests are lodged on behalf of children or participants with limited decisionmaking capacity, the following additional requirements apply:
(i) written verification of legal authority must be provided;
(ii) evidence of acting in the participant's best interests must be documented;
(iii) where appropriate, the views of the participant must be sought using suitable communication methods and supports
We require you to put this request in writing and requests can be lodged through the following channels:
by email to Admin@familypaediatrics.com.au;
or in writing to PO BOX 311, Port Noarlunga, South Australia, 5167
Our practice will respond within a reasonable time, and no longer than 30 days.
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 admin@familypaediatrics.com.au. The OAIC has specific information regarding accessing your health information at https://www.oaic.gov.au/privacy/your-privacy-rights/health-information/access-your-health-information.
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. Please use the contact details provided on this website and we will aim to resolve your issue within 30 days of receipt of the complaint
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. [You could also provide details to contact your relevant state or territory health authorities/ombudsman, if they also have jurisdiction.]
Policy review statement
This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur.
Date updated can be found here: 01/11/2024
Family Paediatrics Nurse Practitioners complaints policy
Current as of: 11/2024
Background
Family Paediatrics Nurse Practitioners values complaints from people with disability, families, carers, service providers and regulators to ensure people are treated fairly when they use our services. There may be times where Family Paediatrics Nurse Practitioners does not meet your expectations. In these circumstances we encourage you to let us know. We are committed to learning from your experiences as it will help us to continually improve the service we deliver. Family Paediatrics Nurse Practitioners’s complaint management and resolution system complies with the requirements under the National Disability Insurance Scheme (Complaints Management and Resolution) Rules 2018 and National Disability Insurance Scheme (Code of Conduct) Rules 2018. All Family Paediatrics Nurse Practitioners employees are aware of, trained in, and comply with the required procedures in relation to complaints handling policy,
Compliments, complaints and other feedback provide Family Paediatrics Nurse Practitioners with valuable information about participant satisfaction and an opportunity to improve upon all aspects of our service. Family Paediatrics Nurse Practitioners ensures you can easily make a complaint and have it dealt with fairly and quickly.
Family Paediatrics Nurse Practitioners makes information available to you and other stakeholders about how to make a complaint to it, the NDIS Commissioner and any other relevant body and keeps adequate records about complaints received. Procedure for lodging complaints Family Paediatrics Nurse Practitioners has a structured approach to resolving complaints.
Speak with a member of the Family Paediatrics Nurse Practitioners team
To lodge a complaint, you are encouraged to speak directly to a staff member first, in an attempt to resolve the matter without recourse to Family Paediatrics Nurse Practitioners’s complaints procedures.
Staff will: listen openly to the concerns being raised by you; ask you what outcome you are seeking; inform you of the complaint process and how to formally make a complaint to Family Paediatrics Nurse Practitioners, the NDIS Commissioner or other complaints body and the time the process takes. If your complaint cannot be resolved within 48 hours, it will be referred to Family Paediatrics Nurse Practitioners’s Managing Director.
The Managing Director will advise the person of their right to lodge a formal complaint if they have not already done so, with the assistance of a support person or advocate if they wish.
Lodging a formal complaint
If you are dissatisfied with the service provided by Family Paediatrics Nurse Practitioners, you can lodge a complaint with us. Please include in your complaint the following details: your name and contact details; the nature of the complaint; details of any steps you have already taken to resolve the complaint; details of conversations you may have had with us that may be relevant to your complaint and; copies of any documentation which may be relevant.
Formal complaints can be lodged through the following channels:
verbally, with a staff member;
by email to Admin@familypaediatrics.com.au;
by phone on 0412 909 605;
or in writing to PO BOX 311, Port Noarlunga, South Australia, 5167
Complaints about the NDIA
These should be directed to the Agency itself or the Commonwealth Ombudsman. Complaints made to Family Paediatrics Nurse Practitioners, the NDIS Commission and other complaints bodies can be withdrawn at any time.
Support provided by Family Paediatrics Nurse Practitioners
In addition to the above, you have the option of lodging a complaint anonymously using any of the above channels.
Complaints and feedback can be lodged by a third party on behalf of another person, if their consent or the consent of their legal representative has been provided. Where complaints are lodged on behalf of children or participants with limited decisionmaking capacity, the following additional requirements apply:
(i) written verification of legal authority must be provided;
(ii) evidence of acting in the participant's best interests must be documented;
(iii) where appropriate, the views of the participant must be sought using suitable communication methods and supports.
At any time, you can make a complaint about Family Paediatrics Nurse Practitioners or the support we provide to the NDIS Commission or other external complaints bodies. Staff will assist complainants or people with disability affected by complaints to contact the NDIS Commission or other complaints body, where this is required. You will be encouraged to use an advocate of your choice to act on your behalf if you so wish. The advocate may be a family member or friend, or sourced (with assistance from staff if required) through the National Disability Advocacy Program. Staff will take all reasonable steps to ensure complainants or people with disability affected by complaints are not adversely affected or fear retribution because a complaint has been made by them or on their behalf. Where a complaint about Family Paediatrics Nurse Practitioners is made to the NDIS Commission, all staff will: comply with any orders or requests made by the NDIS Commission; and assist in any resolution process or inquiry undertaken by the NDIS Commission.
Evaluation of complaints
We will take note of what information you provide to us. This information will be passed on to the appropriate department of Family Paediatrics Nurse Practitioners to deal with the complaint. Investigation of complaints will not be conducted by a person about whom a complaint has been made, or a person who has a conflict of interest in the matter. Any potential conflicts of interest must be declared in writing to the Quality Assurance Manager within 48 hours of receiving a complaint, with an independent review panel to be appointed for complaints involving clinical staff or services to vulnerable participants. The panel must include at least one external healthcare professional and a participant advocate where appropriate. All parties involved in a complaint will be provided with procedural fairness and with the support and information necessary to participate in the complaints process.
Response
Family Paediatrics Nurse Practitioners will respond to all complaints as soon as possible and within 30 days from acknowledgement. For urgent matters involving immediate safety concerns, participant wellbeing, or critical healthcare needs, Family Paediatrics Nurse Practitioners will initiate response within 24 hours and prioritise resolution within 5 business days. Once we have finalised your complaint, we will advise you of our findings and any action we have taken.
Policy review statement
This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur.
Date updated can be found here: 01/11/2024