Southlands General Practice – Privacy Policy

 

Management of Personal Health Information

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The practice has strict guidelines on confidentiality, patient consent, and consent for a 3rd party to obtain information, transferring of health information and access and security of personal health information. It adheres to the National Privacy Principles Act and the Health Records and Information Act.

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Urgent Results

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Your doctor or the practice nurse will attempt to contact you immediately using the contact details you have provided.

If we cannot reach you after 3 trials, a registered mail will be forwarded to your address asking you to urgently book an appointment. It is very important that you always keep your contact details up to date.

 

In rare and extreme circumstances, where urgent results indicate a serious risk to your health and we are unable to contact you, the practice may request assistance from WA Police to perform a wellness check. This would only occur when all reasonable attempts to reach you directly have failed.

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Non-Urgent Results

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We will contact you via SMS to advise that you need to make a non-urgent appointment to see your doctor. It is your responsibility to book a follow-up appointment. We will send 3 reminders for non-urgent results; after review with the treating doctor, we may send a final registered post letter or choose no further action.

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All patients are advised to make a follow-up appointment within 7 days of completing any test to discuss their results with their doctor.

Please note that normal results may not be routinely communicated. However, patients are welcome to book an appointment if they would like confirmation or further discussion.

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Did Not Attend (DNA) and Cancellation Policy

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If you can no longer attend your appointment, please cancel or reschedule. A $40 fee will apply if you cancel less than 2 hours prior or fail to attend. No further appointments until the fee is paid.

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After Hours Care

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For emergencies, please call 000 or attend your nearest Emergency Department (for example, Fiona Stanley Hospital).

For non-urgent after-hours care, you can contact Night Doctor on 1300 644 483 for assistance.

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Recalls and Reminders

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Patients are contacted via SMS or phone. If unsuccessful, a letter will be sent. Confidential information is not included in letters. All personal data is stored securely.

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Use of AI Note-Taking Software

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To support high-quality care, our doctors may use secure AI-powered note-taking software during consultations.

This allows doctors to focus more on listening to you and providing care, rather than typing extensive notes during your visit.

 

Patient consent for the use of AI note-taking software is requested as part of the New Patient Form process.

 

If you prefer not to have AI note-taking used during your consultation, please let your doctor know at the beginning of your appointment.

 

All information collected through these systems is handled in accordance with our strict privacy and confidentiality standards, and is managed securely to protect your personal health information.

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Email

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Emails are not monitored 24/7. We do our best to respond to emails in a timely manner; however, no clinical advice will be provided by email.

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We will never request payments from patients via email. If you receive an email asking for payment, please do not respond and contact our administration team immediately.

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While we use protective measures to reduce risks, we cannot guarantee that our emails will always be free from viruses or harmful content. Patients are responsible for ensuring their own devices are protected with appropriate antivirus and security software.

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⚠️ Important:

Never use email to contact us about a medical emergency. If you are experiencing an emergency, please call 000 immediately.

 

For your safety, please do not share sensitive or confidential health information via email.

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Transfer of Records

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If you request to transfer your medical records to another practice, an administration fee will apply. Records will always be sent securely.

For your security, we require a valid and up-to-date form of identification to accompany the record transfer request form, so we can confirm your identity before releasing any information.

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Prescription Policy

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Certain restricted medications (S4 and S8) will not be prescribed for new patients unless appropriate specialist documentation and prior records are provided.

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Abusive Behavior Policy

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We have a zero-tolerance policy for abusive or aggressive behaviour towards our staff or doctors.

Patients who engage in such behaviour may be asked to leave the premises and may be removed from the patient list.

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Infection Control Policy

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Patients with respiratory or infectious symptoms may be asked to wear a mask during in-person consultations.

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If you have COVID-19, influenza, or another respiratory infection, or a potential viral rash we recommend that you

do not attend in person. Instead, please book a telehealth appointment so your care can be managed safely.

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If you do attend the clinic while unwell, please:

• Wear a mask on arrival, and

• Inform reception staff of your symptoms.

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You may be directed to an isolated room if required, to protect other patients and staff.

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Billing Policy

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We are a mixed billing practice.

Bulk billing is available for patients under 16 years of age and for patients over 65 on weekdays.

During the weekends all consults will be privately billed for all age groups.

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Acupuncutre consults are privately billed for all patients .

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Procedures such as Iron Infusions, Skin procedures and etc. will incur a fee and will not be bulk billed and also

a treatment room fee to cover for the cost of consumables used will be charged.

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Dressing / Wound care also may incur a treatment room fee for the consumables used.

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⚠️ Telehealth:

In line with Medicare legislation, if you have not had a face-to-face consultation at our practice within the last 12 months, any telehealth consultation will be billed privately, and no Medicare rebate will be available.

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Weekends:

All consultations on Saturdays and Sundays are privately billed for all age groups. Consultation fees on weekends may differ from weekday fees.

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For the latest information, please check our up-to-date consultation fees on our website or contact our reception team.

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Telehealth privacy conditions

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Telehealth consultations follow the same privacy standards as in-person visits. Patients are responsible for ensuring their own environment is private and secure during telehealth sessions.

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Continuous Education

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The practice supports ongoing education for staff.

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Terms and Conditions

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Information on the website is indicative only and subject to change.

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Privacy Policy (GDPR Compliance)

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We respect your privacy and protect your information. By using our services, you consent to the practices described.

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Data Collection and Use

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We collect personal and medical information to provide healthcare services, schedule appointments, and communicate with you.

We may use aggregated or de-identified information for clinical audits, quality improvement, or research. No personally identifiable information is used without your consent.

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Cross-Border DATA Storage (If applicable)

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All patient information stored through our Practice Management Software (PMS) and clinical systems is securely hosted on Australian servers. We do not store, transmit, or transfer personal health information outside Australia. This ensures full compliance with Australian Privacy Principles and healthcare data regulations.

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Patient Data Security

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We use technical and organisational measures to protect data against unauthorised access or loss.

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If a data breach or unauthorised access occurs, we will follow mandatory notification laws, inform

affected patients, and notify the OAIC where required.

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Website & Online Privacy

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Our website may use cookies and analytics tools to improve functionality and monitor general usage patterns.

No identifiable health data is collected unless you submit a form. You may disable cookies in your browser settings.

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Billing, Medicare & Third-Party Provider Disclaimer

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Independent providers such as pathology, imaging, and specialists have their own billing policies. Medicare rebates and fees

through these providers are outside the control of Southlands General Practice.

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Electronic Transmission of Referrals

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Southlands General Practice can send patient referrals to specialists, allied health providers, or other healthcare services electronically via secure messaging systems or encrypted email services.
• Patient Consent: We will obtain your verbal consent at the time the referral is prepared before sending it electronically.
• Transmission Method: Referrals are sent through secure, encrypted channels wherever possible, in line with RACGP privacy and security recommendations.
• Privacy & Security: The referral will include only relevant personal and health information necessary for your care. All electronic transmissions are managed in compliance with the National Privacy Principles, the Health Records and Information Act, and RACGP Standards for general practices (5th edition).
• Alternative Options: If you do not wish your referral to be sent electronically, you may request a printed copy or choose another delivery method.
• Documentation: Your consent and the method of referral transmission will be recorded in your medical record.

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Your Rights

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You have the right to access, correct, or delete your information. Contact us to exercise these rights.

We retain medical records for at least 7 years after your last visit, or until age 25 for children, in accordance

with Australian law. After this period, records are securely destroyed or archived.

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Practice Security/Safety

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No cash or Schedule 8 drugs kept on premises. CCTV in use for safety.

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Disclosure

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We may share information with third-party providers who meet our privacy standards.

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Feedback/Complaint Policy

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We value your feedback. We aim to respond to written complaints within 30 days.

Please share your feedback or complaints with us at :

 

Email : admin@southlandsgp.com.au

 

Post : Southlands General Practice

          Shop T07/08 HomeCo southlands Boulevarde

         45 Burrendah Boulevarde , Willetton WA 6155

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Policy review & Version date

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This policy is reviewed annually and updated as required.
Last updated: 20 November 2025.

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