Our Policies

Protecting the Privacy of your Personal and Sensitive Information.

​Nundah Doctors Surgery Wavell Heights operates in accordance with the Commonwealth Privacy Act (1998) and the Privacy Amendment (Enhancing Privacy Protection) Act (2012).

Our New Patient Information Form requests patients to sign an agreement for our doctors to discuss a patient’s health care/treatment with other relevant health professionals. Patients always have the right to decline this agreement.

What information is collected

Nundah Doctors Surgery Wavell Heights only collects personal and sensitive information necessary for the undertaking of functions and activities relating to the services we offer.

How we handle your health information

Our staff are trained to handle your information discreetly and privately. We may collect personal and private information and hold this information on both electronic and hardcopy files. We also engage in a range of security initiatives to protect your information from loss or misuse (password protected electronic storage and secure management of hardcopy records). If you have questions about how we handle your information, please speak to your treating medical practitioner or the practice manager.

How we collect your information

Information is collected directly from you or from third parties where you have given your either explicit or implied consent for third parties to disclose information. Some emergency situations may require us to collect information about you without your explicit consent. E.g. If you require urgent healthcare we may gain information from your family or general practitioner in order to provide you with the care you need. This is implied consent.

Why we collect health information

We collect information to assist in providing an appropriate service to you and discharge our duty of care and other legal responsibilities. We also collect information for the normal running of a business, for example, billing purposes.

Consequences of not providing all or part of the information requested

There may be serious complications to your health if we do not know who you are, how to contact you or be able to contact you in a timely manner. Withholding personal health information from your GP or others involved in your health care may put your life or health at risk. You may request to use our services anonymously, however we cannot guarantee this option where practically or legally impossible for us to do so.

The organisations/persons to whom information is usually disclosed

Health providers involved in your treatment and care may receive selected information from your personal health record. These include pathology, hospital, radiology, medical defence organisations, insurers and specialist services.

Nundah Doctors Surgery Wavell Heights will treat your personal and sensitive information with the utmost respect for privacy requirements and will not release this information to any other parties without your express written approval or where required by law to do so. In some circumstances Nundah Doctors Surgery Wavell Heights is legally obliged to disclose information about you in the following circumstances:

where the Police/Court orders to make records or information available (e.g. subpoenas and search warrants);
where you pose a danger to yourself or others; and
where a child or young person is suspected of being harmed or is at risk of harm as defined by the Child Protection Act.

Overseas disclosures

Nundah Doctors Surgery Wavell Heights does not generally transmit information overseas, however, in such an unlikely event, the clinic will only transfer personal information to a recipient in a foreign country in circumstances where the information will have appropriate security or protection (i.e. is encrypted) or the recipient has given their explicit consent. This is will only occur by reply email.

Access to your information

Nundah Doctors Surgery Wavell Heights supports your right to see what personal information, including health information, is held about you. Requests to access information can be made in writing. If you feel information contained in records are incorrect, you can request for them to be amended. The outcome of such requests will be provided to you.

Complaints process

Where you feel you have grounds for a complaint, you should first address your concerns directly with us here at Nundah Doctors Surgery Wavell Heights. If you feel the handling of your complaint remains unsatisfactory you can contact the Office of Health Ombudsman on:

Telephone: 133 646
Email: complaints@oho.qld.gov.au
Write: GPO Box 13281 George St, BRISBANE QLD 4012
Web: www.oho.qld.gov.au

Emailing the Clinic

You may email the clinic for general enquiries. Our emails are dealt with in a 24 hour time period during surgery hours as the email address is only monitored once a day. Information/health advice will not be provided over emails. You will be asked to book an appointment with your doctor.

Appointments are best booked by phoning the clinic on ph-3177 1040 or alternatively using our online booking system. For all urgent matters you will need to call the clinic. In certain circumstances we may communicate via email with you. In exchanging your information you acknowledge that email is not recognised as a secure method of communication and we cannot guarantee the confidentiality of your information. We will always ask you to send us an email first in which we will reply with your information attached.

Contact with Doctors

Clinical telephone calls will be triaged by the nursing staff, where necessary calls will be referred to the Doctor. To minimise interruptions to consultations, you may be required to leave your contact numbers and a message, your doctor will return your call at their earliest convenience. In some instances a consultation with the doctor may still be necessary.

If you are experiencing chest pain, difficulty breathing, bleeding, convulsions or vomiting please inform our staff immediately.

Recall & Reminder Systems

Nundah Doctors Surgery Wavell Heights adopts a pro-active, preventative approach to the maintenance of every patient’s health and well- being. Under the State & National Patient Reminder System, patient reminders & recalls for pap smears, immunisations, cervical and bowel cancer screenings, health assessments and other services are carried out on a regular basis.

You may be contacted by us via phone, text message or mail as part of our ongoing preventative health recall and reminder system. If you do not wish to be part of our clinics or the state or national reminder systems please advise our reception staff.

Medical Certificates, Results, Referrals & Prescriptions

It is the policy of our practice that all results, repeat prescriptions medical certificates and referrals require an appointment. In some case results may be given to you over the phone by our Practice Nurse at the discretion of your Doctor.

In order to monitor your health and fulfil our ethical and legal responsibilities, we require that you attend your doctor (or if your usual doctor is not available, one of the other doctors) in order to receive further prescripts for your medication or renewal of referral.