Current as of: July 2026. Reviewed annually and whenever there are material changes to the Privacy Act 1988 (Cth), the Australian Privacy Principles, or RACGP guidance (see Policy review statement below).
Introduction
The objective of this privacy policy 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.
This policy is available to all patients at reception and on our website at launcestonmc.com.au If you would like a printed copy, please ask a member of our reception team.
Who can I contact about this policy?
For enquiries concerning this policy, you can contact the Practice Manager:
- Address: 247 Wellington Street Launceston TAS 7250
- Phone: (03) 6388 8111
- Email: kat@launcestonhh.com.au
Definition of a patient health record
The RACGP defines a patient health record as information, held about a patient, in paper or electronic form, which may include:
- Contact and demographic information
- Medical history
- Notes on treatment
- Observations
- Correspondence
- Investigations
- Test results
- Photographs
- Prescription records
- Medication charts
- Insurance information
- Legal information and reports
- Work health and safety reports
When and why is your consent necessary?
By registering as a patient of this practice, and by acknowledging this Privacy Policy, you consent to us collecting, holding, using, retaining, and disclosing your personal information in the manner described in this policy, so that our GPs and practice staff can access and use it to deliver your healthcare. Access to your personal information is restricted to practice team members who require it for your care.
If we ever wish to use your personal information for a purpose other than those described in this policy, we will obtain additional, specific consent from you beforehand. It is important to us that, as our patient, you understand why we collect and use your personal information.
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. We may also use your information for internal quality and safety improvement processes such as practice audits, accreditation, and staff training, to maintain high-quality service standards.
What personal information is collected?
The information we collect about you includes your:
- Name, date of birth, address, and 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 fund details
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.
How is personal information collected?
The practice may collect your personal information in several different ways:
- When you make your first appointment, our practice staff collect your personal and demographic information as part of your registration. Our registration form sets out what information is collected and why.
- During the course of providing medical services, we may collect further personal information, for example through electronic prescribing (eTP), My Health Record (Shared Health Summary, Event Summary), and online appointment booking.
- We 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. This is often 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 we collect personal information from these third-party sources, we ensure this is done transparently, that any necessary consents are in place, that the information collected is accurate and no more than is necessary, that it is held securely, and that it is used only for the purposes described in this policy.
Various types of images may also be collected and used, including: - CCTV footage: CCTV is used within and around the practice for security and safety purposes. Cameras may operate in public areas including entrances, reception and waiting areas, but do not operate within consultation or treatment rooms. Signage is displayed in areas where CCTV surveillance is in operation.
- Photos and medical images: these may be taken using personal devices for medical purposes, in accordance with the practice’s guidelines on the use of personal mobile devices for clinical images, consistent with the Australian Privacy Principles and RACGP guidance.
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 APPs and this policy
- With other healthcare providers, for example in referral letters
- When it is required or authorised by law, for example a court subpoena
- 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, for example mandatory notification of some diseases
- As part of providing medical services, through electronic prescribing, My Health Record (Shared Health Summary, Event Summary), online appointments, and billing
- As de-identified data to parties such as Primary Health Networks (PHNs) for quality improvement purposes
For other third-party disclosures, such as to insurers or lawyers, we will seek your specific consent before any such disclosure. Only people who need to access your personal information to provide your care will be able to do so. Other than for the purposes described in this policy, the practice will not share your personal information with any third party without your consent.
We do not share your personal information with anyone outside Australia (unless under exceptional circumstances permitted by law) without your consent. Our clinical software ensures that only information relevant to your care is included in referral letters to other health professionals or third parties.
Will your information be used for marketing purposes?
The practice will not use your personal information to market 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.
How is your information used to improve services?
The practice may use your personal information to improve the quality of services offered to patients, through research, analysis of patient data for quality improvement, and training activities with the practice team.
We may provide de-identified data to other organisations, such as Primary Health Networks, to improve population health outcomes. De-identified information has had identifying details removed or altered so that it can no longer reasonably be linked back to you; once properly de-identified, it is no longer considered personal information under the Privacy Act and can be shared in this way without additional consent. This information is kept secure and stored within Australia. You can let reception staff know if you do not want your information included in this process.
From time to time, the practice may be approached by research teams to recruit patients into studies that require access to identifiable (not de-identified) health information. Researchers will not contact you directly without the practice first obtaining your consent. If you agree to be contacted, you will be given specific information about the research project and how your personal health information will be used, and you may then decide whether or not to participate.
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 our secure clinical software, Best Practice. All users of the software have their own unique credentials and password, and can only access information relevant to their role in the practice team. The practice complies with Australian privacy legislation and the APPs to protect your information, and all data — electronic and paper — is stored and managed in accordance with RACGP privacy and information management guidance.
How are Artificial Intelligence (AI) Scribes used?
The practice may use one or more AI scribe tools (for example, Heidi Health or Lyrebird Health) to support GPs in taking notes during consultations with you. An AI scribe uses an audio recording of your consultation to generate a draft clinical note, which is reviewed and approved by your doctor before being added to your health record. No automated decisions are made about your care.
Data-handling practices — such as whether data is stored within Australia, how audio recordings are retained or destroyed, and whether identifying information is removed during transcription — vary between AI scribe products. The specific details for the product used in your consultation are disclosed to you as part of our patient registration process and are available from reception on request.
Your consent to the use of an AI scribe is voluntary. You may decline its use for any consultation, or withdraw consent at any time, by telling your doctor or reception — this will not affect the quality of care you receive. Information generated by an AI scribe is used solely for your clinical note and to support your care; it is not used for any secondary purpose, and will not be used to train AI models, without your express consent.
How is your personal information stored and protected?
Your personal information may be stored in several forms, including electronic clinical records, paper records (until digitised), and visual or audio records such as photos, images, and AI scribe transcriptions.
Our patient records are maintained in electronic format on a secure, on-site computer system, protected by an individual password system and accessible only to authorised personnel. Paper-based information is converted to electronic format and destroyed by shredding when no longer required.
Our staff are bound by a strict legal duty of confidentiality. It is an offence for our staff to give information about you to anyone except under limited circumstances set out in legislation. We maintain strict security policies and practices regarding who has access to your personal information.
Consent is obtained for real-time audio/visual recording, duplication, and storage of a consultation, including telehealth or remote consultations.
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. Any request to access or correct your personal information must be made in writing to the practice, by email or in person. The practice will respond to any such request within 10 business days.
If personal information is provided to you as a result of a request, you may be charged a reasonable fee to cover the cost of providing it (for example, photocopying, administration time, and postage) — you will not be charged simply for making the request. Please ask reception staff about any fees that may apply.
There may be instances where we cannot grant you access to the personal information we hold; this will only occur in accordance with our rights and obligations under the Privacy Act — for example, if granting access would interfere with the privacy of others or result in a breach of confidentiality. If this happens, we will give you written reasons for the refusal.
Our practice will take reasonable steps to correct your personal information where it 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 request a correction or update in person or in writing at any time.
How can you lodge a privacy-related complaint, and how will the complaint be handled?
We take complaints and concerns regarding privacy seriously. Please put any privacy concerns in writing and address them to the Practice Manager. We will attempt to resolve your complaint in accordance with our resolution procedure, and aim to respond within 14 days.
Our contact details are:
- Address: 247 Wellington Street Launceston TAS 7250
- Phone: (03) 6388 8111
- Email: kat@launcestonhh.com.au
If you are not satisfied with our response, you may also contact the Office of the Australian Information Commissioner (OAIC). Generally, the OAIC will require you to give the practice time to respond before it will investigate. For further information, visit www.oaic.gov.au or call 1300 363 992.
How is privacy on our website maintained?
Any personal information you share with us through our website, email, or social media is handled securely and confidentially. Our website uses analytics and cookies.
Cookies are pieces of information that a website transfers to your computer’s hard disk for record-keeping purposes, website usage statistics, or to provide enhanced functionality. Generally, the information obtained by cookies is de-identified and does not constitute personal information, but may include your computer’s IP address.
You are in control of your browser’s handling of cookies. Most browsers accept cookies by default, but you can set your browser to block or delete them. If you choose to refuse cookies, some parts of our website may not function fully. By using our website, you accept the use of cookies as described here.
Personal information collected through our website may be processed via third-party booking or patient engagement platforms integrated with our practice software including HotDoc. These providers are contractually required to protect your information in line with the APPs and are not permitted to display it publicly. To see how these providers handle your information, please visit their respective websites.
Policy review statement
This Privacy Policy is reviewed annually, and also whenever there are material changes to the Privacy Act 1988 (Cth), the Australian Privacy Principles, RACGP guidance, or the way the practice operates that affect how we handle your information.
This policy is available to all patients at reception and on our website. If changes are made:
- They will be reflected on the website and in the version available at reception.
- Significant changes may be communicated directly to patients by email or other means.
Please check this policy periodically for updates. If you have any questions, please contact us using the details above.