How do we store and protect your personal information?
Your personal information may be stored at our practice in various forms. These include electronic records and archived paper records
Our practice stores all personal information securely, in electronically protected information systems which require individual passwords to access. All hard copy records are stored in a secured environment, away from public access. All staff have signed confidentiality agreements.
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 patients 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, up to 30 days. On request of transfer of medical records, a health summary will be sent, however, if the entire patient file is requested, there may be a fee of $25.
Our practice will take reasonable steps to correct your personal information where the information is not accurate or up-to-date. For this purpose, our staff 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, and you should make such requests to reception. Alternatively, reception may ask you to fill in a Patient Update Form on your arrival to the clinic.
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. These should be addressed to the Practice Manager and can be posted, emailed (firstname.lastname@example.org) or left at reception. On receipt on complaint, the Practice Manager will acknowledge and will attempt resolve your concern in a timely fashion.
You may also contact the 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 on 1300 336 002. Alternatively, you can contact the Health Services Commissioner, 570 Bourke Street, Melbourne; Telephone 8601 5225.
Policy review statement
This practice supports a number of preventative health screening projects such as Breastscreen, the Victorian Cervical Cytology Register and the national Bowel Cancer Screening program. Patients are free to opt in or out of these programs. Please discuss this with your doctor.
We aim to continually improve our services and welcome any feedback - see below for recent survey results. We believe that problems of any sort are best dealt with by the practice, and we want to know if you are unhappy with any aspect of our service. We would also like to hear any positive feedback that you may have.
It is preferable that any problems are brought to the attention of our Practice Manager, Linda, so that these issues can be dealt with professionally and swiftly to the satisfaction of both yourself and the clinic.
Thank you very much to those of you who took part in our recent patient survey. Your responses have given us great insight to your experience as a patient at Carlton Medical Centre. We are overwhelmed by the positive feedback for majority of the responses and we will continue to strive to improve the areas in which you are not satisfied.
The first of these areas is regarding home visits, after hours care and telephone access to doctors. All of this information is included in our patient information brochure which is available to you at reception. This information is also on the website and the on-hold message for your convenience.
The second area of concern is wait times. We understand that these can be lengthy, but in our attempts to improve this, we have lengthened your consultation times to 15 minutes and we still encourage you to ring 30 minutes prior to your consultation so you can be given a more accurate time to arrive.
Please make a long appointment if you have several issues to discuss and please tell the receptionist if more than one person needs to be seen, as squeezing in family members can cause long delays. Please help us reduce your wait time by following these simple instructions.
Thank you very much to those of you who have left us feedback in the Suggestion Box. Firstly, thank you for all the positive feedback regarding our excellent reception staff. It is always nice to hear that we are doing a good job, particularly in such a stressful and fast-moving work environment.
In response to the long waits, please read the 'Patient Survey Results' above.
In regards to not getting an appointment with the doctor of your choice, we endeavor to ensure continuity of care with your regular GP, however this is not always possible. If you ring on the day and your doctor is not working or they are fully booked and your concern is urgent, you will be given an appointment with another doctor.
We are aware that our waiting room magazines are not the typically, glossy tabloids and this is because we are a medical centre which endorses positive body image and well-being. We are also environmentally aware and for this reason, we do not buy unnecessary paper items for the practice. We now have a community library in our waiting room from which you can take or borrow books, as well as donate magazines or books.
Please continue to give us constructive feedback via the Suggestion Box, located at reception.