Almeda Health Care understands the importance of effective communication to our staff, patients and visitors. When effective communication is accomplished, all parties feel satisfied, leaving no room for misunderstanding or alteration of messages, decreasing the potential for conflict.

 All team members of Almeda strive to be friendly, open – minded, able to demonstrate empathy towards our patients and listen attentively.

 During a patient consultation, we try not to disturb the doctor to allow the doctor to focus on the appointed patient. The guidelines Almeda have adopted with communicating with our patients are as follows:

Patient phone calls will not be transferred through to the doctor consultation room. The receptionist on duty will assess the situation to determine what action needs to be taken. Some situations may be put through to the practice nurse to determine the urgency or work out the best course of action.

Each clinician has a written communication chart where the receptionist completes whilst on the phone to the patient. The chart is completed with the patient details with a brief message. The receptionist will hand the chart to the appropriate clinician and when the message is completed either a “tick” or an “initial” is marked in the “done” column. Urgent messages will be acted on as soon as possible and non – urgent will be acted on twice a day (11am & 3pm).

 Almeda Health Care is unable to give the caller an exact time of response. However, for patients who are unwell and unable to present to the practice, a telephone consult is available for all regular patients during the Covid – 19 pandemics.

 In the event of an emergency, the staff will direct the caller to an ambulance by dialling “000” or to present Coffs Harbour Hospital, located on the Pacific Hwy. The telephone number for the Coffs Harbour Hospital is (02) 6656 7000.

Our practice will send a SMS text message with the consent from the patient via an electronic program known as “Healthengine”. This system is used to provide patients with appointments reminders, or to advise patients of non – urgent pathology results where a follow – up appointment may be required. Pathology results will not be given over the telephone unless it is the doctor who ordered the pathology. In the event when a patient is unable to be contacted after three (3) attempts, a letter will be sent via registered mail to the patient nominated address.

Faxes received that are patient related are imported directly into the patient’s file. These are then reviewed and actioned by the doctor. Any urgent related faxes are immediately handed to the doctor or if that doctor is not available our other doctor in the practice will review and action the fax.

Is not a secure form of communication and information could be compromised and accessed by someone other than the intended recipient? However, our practice will email on the request of the patient as a source of communication but no medical records or results will be emailed.

Almedahc.com.au is our website with the practice details, opening and closing times, information regarding fees and services provided, able to book online and our clinicians profiles.

Last Updated: 19/07/2021 by: Lee Oliver (Practice Manager)

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.

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.

Each clinician has a written communication chart where the receptionist completes whilst on the phone to the patient. The chart is completed with the patient details with a brief message. The receptionist will hand the chart to the appropriate clinician and when the message is completed either a “tick” or an “initial” is marked in the “done” column. Urgent messages will be acted on as soon as possible and non – urgent will be acted on twice a day (11am & 3pm).

 Almeda Health Care is unable to give the caller an exact time of response. However, for patients who are unwell and unable to present to the practice, a telephone consult is available for all regular patients during the Covid – 19 pandemics.

 In the event of an emergency, the staff will direct the caller to an ambulance by dialling “000” or to present Coffs Harbour Hospital, located on the Pacific Hwy. The telephone number for the Coffs Harbour Hospital is (02) 6656 7000.

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).

The information we will collect about you includes:

• 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.

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.

Our practice will collect your personal information:

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), MyHealth Record/PCEHR system, eg via Shared Health Summary, Event Summary. You will need to specify if your practice participates in any of these eHealth services.
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 Veteran’s Affairs (as necessary).

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 the practices nominated choice of Electronic Transfer of Prescriptions (eTP), MyHealth Record/PCEHR system (eg via Shared Health Summary, Event Summary).

Only people that 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.

Your personal information may be stored at our practice in various forms, such as paper records, electronic records and visual records – such as X-rays, CT scans, Videos and Audio recordings.

Our practice stores all personal information securely, using encrypted and protected electronic storage systems in a secured environment.

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 to the reception and our practice will respond within a reasonable time (30 days). The access of medical records attracts a $25 administration fee to the patient for the practice complying with the request.

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 your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing to the practice at reception@almedahc.com.au

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 contact reception@almedahc.com.au or mail at  68 Albany St, Coffs Harbour NSW 2450,  (02) 6652 4599 and address your issue to the practice manager.

Your communication will be responded to within 14 days of receiving the communication.

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 336 002.

Personal information collected by the website, email or social media may be used for analytics, cookies and recalls in accordance with this privacy policy.

Policy review statement

State that this privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur. When this policy is amended patients will be notified by a sign in the main reception counter.

Disclaimer

The template policy is intended for use as a guide of a general nature only and may or may not be relevant to particular practices or circumstances. The Royal Australian College of General Practitioners (RACGP) has used its best endeavours to ensure the template is adapted for general practice to address current and anticipated future privacy requirements. Persons adopting or implementing its procedures or recommendations should exercise their own independent skill or judgement, or seek appropriate professional advice. While the template is directed to general practice, it does not ensure compliance with any privacy laws, and cannot of itself guarantee discharge of the duty of care owed to patients. Accordingly, the RACGP disclaims all liability (including negligence) to any users of the information contained in this template for any loss or damage (consequential or otherwise), cost or expense incurred or arising by reason of reliance on the template in any manner.

Telephone Appointments – Are available for people with chronic illnesses, The appointment is booked for 15 mins in the doctor work diary. This service is not available for new patients.

Our patient and visitor feedback is important to us so that we can continue to improve our services to you. Every three (3) years our patients are invited to complete a questionnaire on their views of our practice. The survey questionnaires are strictly confidential and are for quality improvement and accreditation purposes. A suggestion box is located at the reception desk for any suggestion to improve our services to you.

Almeda prefers to handle any complaints or concerns by addressing in writing and in person with the practice manager in private and respectful manner. In the event that a complaint has not been satisfactorily managed the HCCC can be contacted. The HCCC is committed in protecting public health and safety. A complaint can be either submitted online or by calling 1800 043 159

In emergency situations always dial “000” and call for ambulance

The closest local hospital is: Coffs Harbour Homebase Hospital

Located 345 Pacific Hwy

Phone: 02 6656 7000

OR

Coffs Harbour Urgent Care Clinic

(02) 6602 9780

Level 1 343/345 Pacific Hwy, Coffs Harbour NSW 2450

www.coffsharbourucc.com.au

Pathology department will contact the patient doctor to inform of urgent pathology results.

Should the pathology be unable to contact the doctor, they will ring the patient and advise them to go to the hospital

Patient care continues, medical results, prescriptions required, referrals are managed by another doctor from Almeda

Are available in extenuating circumstances and at the discretion of the doctor.

Current Pension card holders will continue to be Bulk-Billed for all GP Consultations, however an out of pocket expense will occur for Skin Cancer Medicine,

Work cover is welcome.

VIEW FEES HERE

Regarding pathology results, specialist reports etc., the patient will be recalled by our online system called “HotDoc”. The message will be sent as a SMS to your mobile. For urgent results the doctor will telephone the patient. The nurse will contact the patient by phone for the patients with no access to a mobile.

Our practice is committed to maintaining the confidentiality of all medical information and records in accordance with best practice guidelines. Should you require your records to be transferred to another health practitioner, our practice policy requires a request in writing or via email.

Almeda Healthcare will forward a heath summary at no charge, should you require your full records this will incur a fee of $25.00.