Privacy Policy
Coal Coast Medicinal Privacy Policy
Current as of: July 2025
The objective of this privacy notice 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.
Who can I contact about this policy?
For enquiries concerning this policy, you can contact us via: contact@coalcoastmedicinal.com.au
When and why is your consent necessary?
When you register as a patient of Coal Coast Medicinal, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than healthcare provision, 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.
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. Additionally, we may utilise 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 is collected?
The information we will collect about you includes your:
names, date of birth, addresses, contact details
medical information including medical/surgical history, mental health history, medications, allergies, and adverse reactions immunisations, social history, family history and risk factors
Medicare number (where available) for identification and issuing electronic prescriptions (e-scripts)
healthcare identifier number.
Can you deal with us anonymously?
You may choose to remain anonymous or use a pseudonym when making general enquiries through our website or over the phone. However, for us to provide health services – including telehealth consultations, prescriptions, or referrals – we are legally required to collect certain personal information to ensure your safety and meet regulatory obligations. This includes confirming your identity.
How is personal information collected?
The practice may collect your personal information in several different ways:
When you make your first appointment, the practice team will collect your personal and demographic information via your registration through HotDoc.
Medical information including medical/surgical history, mental health history, medications may also be collected via forms on HotDoc.
While providing medical services, further personal information may be collected during your telehealth or in-person appointment.
We may also collect your personal information when you visit our website, send us an email or SMS, telephone us and make an appointment.
In some circumstances, personal information may also be collected from other sources, including:
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 (if relevant).
To manage your healthcare effectively, we may collect further information stored on digital records via:
SafeScript
My Health Records
We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes.
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 (your personal information will be de-identified in these contexts, with third parties required to comply with APPs and this policy)
with other healthcare providers (e.g. letters to your GP with your consent)
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 patient’s 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 it is a statutory requirement to share certain personal information (e.g. healthcare professionals are under legal obligation to report some infectious diseases, as well as any concerns relating to child protection)
when it is for provision of medical services, through electronic prescribing or My Health Record.
Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent.
Additionally, we do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.
Will your information be used for marketing purposes?
Coal Coast Medicinal will not use your personal information for marketing any goods or services.
How is your information used to improve services?
While maintaining confidentiality and security, may use your personal information to support healthcare improvement, research, data analysis, and staff training at our practice.
We may provide de-identified data to other organisations to improve population health outcomes. The information is secure, patients cannot be identified, and the information is stored within Australia. Please let us know if you do not want your information included.
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 letters to your GP. These documents contain only your relevant medical information.
These document 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.
The 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 is your personal information stored and protected?
Your personal information may be stored in various forms:
Electronic records (e.g. medical records on Best Practice Premier software, letters from/to your GP)
The practice stores all personal information securely by:
Storing information on a remote server
Requiring strong password for access which includes multi-factor authentication
Data encryption
Confidentiality agreements signed by all staff and contractors
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.
The practice acknowledges patients may request access to their medical records.
If you require access to, and correction of, your personal information, please contact us at contact@coalcoastmedicinal.com.au.
We will respond to any requests to access or correct your personal information within 1-2 days.
We will also take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information. To do this please contact via contact@coalcoastmedicinal.com.au.
How can you lodge a privacy-related complaint, and how will the complaint be handled at the practice?
We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have. We will then attempt to resolve it in accordance with the resolution procedure. You can forward complaints and concerns via mail, email or phone:
Coal Coast Medicinal
396 Lawrence Hargrave Drive
Thirroul NSW 2515
contact@coalcoastmedicinal.com.au | (02) 4268 1632
The practice will respond to any complaints and concerns within 1-2 days.
If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.
How is privacy on the website maintained?
At Coal Coast Medicinal, any personal information you share with us through our website and email is handled securely and confidentially. This practice uses analytics and cookies.
Policy review statement
Our privacy policy is regularly reviewed to ensure compliance with current obligations.
If any changes are made:
They will be reflected on the website.
Significant changes may be communicated directly to patients via email or other means.
Please check the policy periodically for updates. If you have any questions, feel free to contact us.