Privacy policy

At Parramatta Medical and Dental Centre, we are dedicated and committed to protecting your privacy and the security of the personal information we collect from you. We handle your sensitive details in accordance with the Privacy Act 1988 (Cth) and Privacy Amendment (Enhancing Privacy Protection) Act 2012 as well as complying with standards set out in the RACGP Privacy and Managing Health Information in General Practice and the Australian Privacy Principles (APPs).

Personal information

The ‘personal information’ we collect from you includes your full name, date of birth, address, contact numbers, Medicare number, Pension and/or DVA number, healthcare identifiers, private health insurance fund details, vaccination history, medications, past and current medical history, and results of diagnostic tests and reports from other providers involved in your care.

The health records may provide a medical background as well as any treatment you might need. Our GPs, Allied Health Providers, and Dentist need information regarding your past and present medical history to provide you with high-quality services.

Our Practice has used the privacy policy template available from the RACGP and this has been adapted to reflect how our Practice collects and uses personal information.

Our privacy policy is displayed in the waiting room, on the Practice information sheet and is readily presented to anyone who asks.

Your medical records

Parramatta Medical and Dental Centre takes steps to ensure that your medical records are always held strictly private and confidential, and they are only available to Doctors and authorised Staff. All our Doctors and employees is aware of the privacy and has signed a privacy statement as part of their terms and conditions of employment. This privacy statement continues to be binding on employees even after their employment has terminated.

We also take steps to ensure that your medical records are up-to-date, accurate, complete and legible, contain a summary of your care to allow another GP to care for you, and it can also be used to remind you with your permission to return for follow up and reviews.

Access to your health information

You have the right to request access to your medical records and any other information held by our Practice. Your GP will need to consider if such access is believed to cause risk of harm to yourself or any other person that may result from disclosure of your health information. Your GP may need to remove any information that will affect the privacy of other individuals.

Sharing information is important for good communication between you and the Practice. Your GP can provide a full explanation of the health summary or medical records you are provided access to.

If a fee is charged for providing access to your health records, you will be advised of the cost in advance.

Internet and Email Policy

Parramatta Medical and Dental Centre recognises the practice team requires access to the email and the internet to assist in the efficient and safe delivery of healthcare services to our patient. Our Practice supports the right of our staff to have access to reasonable personal use of internet and email communications in the workplace using the devices and networks provided by the Practice.
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Practice privacy officer

The Practice Manager has designated responsibility for ensuring the privacy and security of personal health information held within our Practice including implementing, monitoring the Practice’s privacy policy as well as liaising with the Practice Team members and patients for any issues related to the privacy of their personal health information.

Patient rights

We respect your rights to privacy. If you have any questions or concerns, complaints, or suggestions about any aspect of our services, we would appreciate hearing about them and will take the matter seriously. Inaccurate information can be corrected, or your concerns noted in your records. For legal reasons, the original notes will be retained.

If you feel that your complaints or concerns is not dealt with adequately by our Practice, you can refer your complaints or concerns directly to:

NSW Health Care Complaints Commission
Locked Mail Bag 18, Strawberry Hills NSW 20125
Phone: 1800 043 159
Email: hccc@hccc.nsw.gov.au

Cultural background and ethnicity

Knowing your cultural background can help us provide the best healthcare and preventative care that meets your individual needs. Please inform our Staff if you identify as Aboriginal or Torres Strait Islander/or any other ethnic heritage.

Repeat prescriptions and referrals

We mandate that you undergo appointments in person for pathology reports, radiology results, medical reports, referral notes, and repeat medications to tract your well-being, protect the confidentiality, meet our ethical obligations, and obey Medicare guidelines.

Billing arrangements

As of 1st of November 2023, doctors at Parramatta Medical and Dental Centre will shift to mixed billing from Monday to Sunday and this will also apply for public holidays. Patients who are under 16 years of age, or patients who have a healthcare or pension card will be bulk billed. Those who do not meet this criteria will need to pay an out of pocket fee between $20.00 for a standard consultation.

Doctors will still bulk bill all Covid-19 vaccinations. Flu shot consultations will be bulk billed if the reason for the visit is purely for the flu shot. Private fees will apply for the flu vaccine for those who do not meet the criteria for a government funded flu shot. Government funded flu shot stock has arrived please make an appointment.

Our fees represent the quality of our service and differ depending on the service’s sophistication or when treatment is conducted. Cash, cheque, credit card, or EFTPOS are all acceptable forms of payment.

A fee chart for privately billed patients is available at reception desk. We also have HICAPS scheme with on-the-spot rebates which ensures that you only need to pay the gap.

Appointments, walk-in, and waiting time

Appointments are arranged in advance. Appointments can be made in person, over the phone, or over the internet. Walk-in appointments are also available. Please let our Staff know if you have a medical condition such as chest pain, trouble breathing, burns, or an eye injury.

Please request a longer appointment at the time of booking if you have more than one health problem or a complicated topic to address with Doctor. For urgent situations, same-day appointments are also available . Please note: a separate appointment must be made for each family member coming in to see Doctor.

Nobody enjoys being left waiting. Our Staff are mindful about this and endeavour to manage all appointments as promptly as possible. If an urgent matter arises while waiting such as chest pain, trouble breathing, they will always be given a priority time. We value your patience and understanding during these times.

Recalls and reminders

To obtain your results, you must make an appointment to see your Doctor. One of our Practice Staff may call you to advise you that your results have arrived, and the Doctor wants you to come in for the results, or you may receive a ‘health information’ text message. Please be advised that results will not be given over the phone in compliance with the Privacy Policy. Patients may contact reception if they have any privacy issues relating to phone calls.

Patients may receive an SMS or letter to remind them to return to the surgery for a follow-up consultation as part of our commitment to preventative health.

Parramatta Medical and Dental Centre also participates in the State/Territory reminder scheme. Please contact us if you do not wish to join or you can opt out directly from the booking app ‘HotDoc’.

Telephone calls and communication with Doctors

It is our Practice Policy not to interrupt Doctors with telephone calls from patients during consultations. Our Staff will be happy to forward your message to the Doctor if our Nurse is unable to assist you.

We preferred that Patients should make an appointment with their preferred Doctor to discuss any concerns or issues in person. Our Doctors do not connect with you via email for medical reasons because email is not safe, secure, and encrypted service to protect your privacy.

Aggressive Behavior

Abuse to our employees and Doctors whether verbal or physical, will not be tolerated. Any patient who engages in such behaviour will be advised to leave and refuse treatment. At the discretion of the Practice Manager or Doctor, the patient may also be banned from the Practice.

Transfer of medical records

We need your signature on our Medical History request form to get your past medical records from your previous Doctor. Please be aware that certain surgeries charge a fee to release a duplicate.