Maya Medical Centre Privacy Policy

Review date: March 2026

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. Occasionally we may 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.

Why and when your consent is necessary

When you register as a patient of our practice, you provide consent for our GP and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Access to your personal information is restricted to practice team members who require it for your care. Should we ever need to use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.

It is important to us that as our patient, you understand why we collect and use your personal information.

By acknowledging this Privacy Policy, you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.

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

Our practice will collect, use, store, and share your personal information primarily to provide healthcare services that manage your health safely and effectively. This includes providing healthcare services such as, managing medical records, and ensuring accurate billing and payments. Additionally, we may also use your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.

What personal information do we collect?

The information we will collect about you includes (but is not limited to):

1. Names, date of birth, addresses, contact details,
2. Medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors,
3. Medicare number (where applicable) for identification and claiming purposes healthcare identifiers.
4. Healthcare identifier numbers
5. 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?

Maya Medical Centre may collect your personal information in several different ways.

When you make your first appointment at our practice staff will collect your personal and demographic information via your registration. We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an appointment online 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 form 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, pathology and diagnostic imaging services
• Your health fund, Medicare, or the Department of Veteran’s Affairs (as necessary).
• During the course of providing medical services, we may collect further personal information via: Electronic prescribing, My Health Records and Online Appointments

There are various types of images may be collected and used, including:

• CCTV footage – Collected from our premises for security and safety purpose only.
• Photos and medical images – which can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.

Who do we share your personal information with?

We sometimes share your personal information with the following:

• Third parties who work with our practice for business purposes, such as accreditation agencies or information technology providers – theses third parties are required to comply with APPs and this policy
• With other healthcare providers (e.g., in a referral)
• When it is required or authorised by law (e.g., 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 patients 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 (e.g., some diseases require mandatory notification)
• During the provision of providing medical services, through Electronic Transfer of Prescriptions (eTP), My Health Record/PCEHR system (e.g., via Shared Health Summary, Event Summary).

When sending information to another provider for the purpose of continuing patient care (e.g., referrals), Maya Medical Centre uses document automated technology to create templates that automatically generate selected information – allowing the doctor to select specific results and information to send, ensuring only relevant information is shared.

Only people that need to access your personal 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.

How do we store and protect your personal information?

All information collected about you, including any correspondence, personal information, doctor’s notes and other correspondence (e.g., x-rays, CT scans, Ultrasounds, photos etc.) will be stored into your patient file/health record. This allows the team at Maya Medical Centre to easily access your clinical information to assist in the assessment of your condition and helps provide a better comprehension for the benefit of your care.

Our practice stores all information securely in electronic format, in protected information systems through Best Practice Premier – a clinical software provider. Maya Medical Centre has the use of different passwords for staff members with access to information dependent on their job, and confidentiality agreements for all staff and contractors related to our practice.

How your information is used to improve services

Our practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team .

We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.

At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.

How document automation technologies are used

Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare. Our 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, and the automation technologies are used through secure medical software Best Practice Premier.

All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team.

Our practice complies with the Australian privacy legislation and APPs to protect your information.

All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.

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 patient may request access to their medical records. We require you to put this request in writing and our practice will respond within a reasonable time, 30 days at the most. Before providing you with your medical records we charge a standard fee of $25, once this is paid, we will then forward your information on.

Our practice will take responsible steps to correct your personal information where the information is not accurate or up to date. You can approach practice staff and request to change or update your information at any time and we will endeavour to complete this as soon as we are able. 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 – to do this, please contact our reception on 07 4315 6939 or email reception@mayamedical.com.au.

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.

You can do so by the following.

EMAIL: reception@mayamedical.com.au

POST: 11/53 Torquay Road, Pialba 4655

PHONE: (07) 4315 6939

Someone will be in contact with you within 1 week to follow up with the complaint.

Should you feel that we have not resolved your issue, you may also contact the Office of the Australian Information Commissioner (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 (Office of the Australian Information Commissioner) on 1300 363 992.

Policy Review Statement

Our privacy policy will be reviewed regularly to ensure it is in accordance with current compliance and obligations. Any changes that may occur will be reflected on our website, whereas if there is a more significant change this may be communicated directly to you via email or other means. This privacy policy is reviewed annually – the next review is due in March 2027.

Please check the policy periodically for updates. If you have any questions, feel free to contact us.

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