Privacy Policy

Harvest Lakes Medical Centre
Last Updated: 17 February 2026

Introduction

Harvest Lakes Medical Centre is committed to protecting your privacy and maintaining the confidentiality and security of your personal and health information.

This Privacy Policy explains how we collect, use, disclose and manage your personal information in accordance with:

The Privacy Act 1988 (Cth)
The Australian Privacy Principles (APPs)
Relevant State health records legislation
RACGP Standards for General Practices

A printed copy of this policy is available at reception upon request.

What Is Personal Information?

Personal information includes information or opinions that identify you. Health information is a sensitive form of personal information and includes details about your medical history, diagnosis, treatment and care.

What Information We Collect

We may collect the following types of personal information:

Name, date of birth, gender and contact details
Address and next of kin details
Medicare number, DVA details, healthcare identifiers
Private health insurance details
Medical history and clinical notes
Prescriptions, allergies and immunisations
Pathology and imaging results
Referral letters and specialist reports
Billing and payment information

We only collect information that is necessary to provide safe and effective healthcare.

How We Collect Information

We collect information directly from you when you:

Attend consultations (in person or via telehealth)
Complete registration or consent forms
Contact us by phone, email or online
Interact with our website

We may also collect information from:

Other healthcare providers
Hospitals
Pathology and diagnostic services
My Health Record (where clinically relevant)
Family members or carers (where authorised)

Why We Collect, Use and Disclose Information

We collect and use your information to:

Provide medical care and treatment
Maintain accurate medical records
Communicate with you about your care
Arrange referrals and follow-up
Meet legal and regulatory obligations
Manage billing and Medicare claims
Conduct quality improvement activities
Support accreditation requirements

Disclosure of Personal Information

We may disclose your personal information to:

Specialists and allied health providers
Hospitals and community health services
Pathology and radiology providers
Pharmacies
Aged care facilities
Medicare and private health insurers
IT service providers supporting our systems

We will only disclose the minimum necessary information required for the purpose.

We may disclose information without your consent if:

Required by law (e.g. mandatory reporting, court orders)
Necessary to prevent serious threat to life, health or safety
Required for Medicare or insurance claims

Overseas Disclosure

Your information is not routinely sent overseas.

If we use secure cloud-based systems or third-party providers that store data overseas, we take reasonable steps to ensure those providers comply with Australian privacy standards.

Use of Artificial Intelligence (AI)

AI Clinical Support Tools

Our practice may use AI-supported tools to assist with:

Dictation or transcription of consultation notes
Summarising consultations
Drafting referral letters, care plans or certificates
Supporting accuracy of clinical documentation

AI tools do not replace your doctor. All AI-generated content is reviewed and approved by a healthcare professional before being added to your record.

AI Receptionist / Digital Assistant

We may use an AI-supported receptionist tool to assist with:

Appointment enquiries and bookings
Providing general practice information
Directing patients to appropriate staff

The AI receptionist does not provide medical advice or make clinical decisions.

Consent

If AI is used during your consultation, your doctor will inform you and obtain verbal consent. You may decline AI use at any time.

Data Security

We take reasonable steps to protect your information from misuse, interference, loss, unauthorised access, modification or disclosure.

Security measures include:

Secure electronic medical record systems
Password protection and user access controls
Secure data backups
Antivirus and firewall protection
Confidentiality agreements for staff
Regular privacy and information security training
Restricted access to paper records
CCTV in public areas for safety (not in consultation rooms)

Data Breaches

If a data breach occurs that is likely to result in serious harm, we will:

Investigate and contain the breach
Take steps to minimise harm
Notify affected individuals
Notify the Office of the Australian Information Commissioner (OAIC) where required

Access to Your Information

You may request access to your medical records by contacting the Practice Manager in writing.

Access may be refused where permitted by law, such as where release could cause serious harm or impact another person’s privacy.

We will respond within a reasonable timeframe.

Correction of Information

If you believe your information is inaccurate or incomplete, you may request correction.

For legal reasons, original clinical notes cannot be deleted, but amendments may be added.

Record Retention and Disposal

We retain medical records in accordance with legal requirements.

When records are eligible for disposal, they are destroyed securely to protect confidentiality.

Direct Marketing

Harvest Lakes Medical Centre does not use your health information for direct marketing purposes.

Website Data and Cookies

Our website may collect limited non-identifiable information such as browser type and visit duration for analytics purposes.

If you submit forms via our website, information will be transmitted securely.

Complaints

If you have concerns about how your personal information is handled, please contact:

Practice Manager / Privacy Officer
Harvest Lakes Medical Centre
Phone: 08 6364 0484
Email: reception@harvestlakesmedicalcentre.com.au

If you are not satisfied with our response, you may contact:

Office of the Australian Information Commissioner (OAIC)
Phone: 1300 363 992
Website: www.oaic.gov.au

Office of the Information Commissioner Western Australia
Phone: 1800 621 244
Website: www.oic.wa.gov.au

Telehealth (Phone Consultations)

We offer telehealth (telephone) consultations with our General Practitioners.

Telehealth appointments may be suitable if you are unable to attend the clinic in person, including if you are experiencing respiratory or COVID-19 symptoms.

Eligibility

To be eligible for a Medicare-rebatable telehealth consultation, you must have attended the practice for a face-to-face appointment within the previous 12 months, in accordance with Medicare requirements.

To book a telehealth appointment, please contact our reception team.

Communication Policy

Harvest Lakes Medical Centre communicates with patients and third parties using a range of methods. We aim to ensure all communication is timely, professional, and confidential, while protecting patient privacy.

Face-to-Face Communication

Patients may communicate directly with doctors, nurses, reception staff, and the Practice Manager during consultations or visits to the clinic.

Telephone Communication

Opening Hours

Monday- Friday, Saturday, Sunday & Public Holidays: 8:00am – 11:00pm

Reception staff are trained to assess patient enquiries and may ask questions to determine the most appropriate care pathway.

Doctors are generally unable to take calls during consultations. A message may be taken and forwarded to the doctor, who will return the call when clinically appropriate.

Where clinically relevant information is provided, this will be documented in the patient’s medical record.

Email Communication

Email is not a secure form of communication. We do not routinely send sensitive medical information via email unless patient consent has been provided.

Patients should be aware that electronic communication carries inherent risks, including potential unauthorised access.

If you contact the practice via email, this will be considered consent for us to respond via email unless otherwise specified.

Emails are checked regularly during business hours.
We aim to respond within one business day.
Emails are not monitored continuously.

For urgent matters, please contact the practice by telephone or attend the nearest emergency department.

SMS (Text Message) Communication

We use SMS messaging for:

Appointment reminders
Preventative health reminders and recalls (e.g., cervical screening, immunisations, care plans)

Patients are responsible for ensuring their mobile number is current. Confidentiality cannot be guaranteed if others have access to your mobile phone.

Fax Communication

Incoming patient-related faxes are securely uploaded into the treating doctor’s inbox and patient record for review and action.

Urgent correspondence is brought to the immediate attention of a doctor. Outgoing faxes are recorded in the patient file.

Postal Mail

Letters may be sent for recalls, reminders, and practice-related information.

Incoming patient correspondence is uploaded into the patient record and reviewed by the treating doctor.

Confidential clinical details are not included in routine reminder letters.

Social Media

Our Facebook page is used to share general health information and practice updates.

It is not monitored continuously and is not used to provide individual medical advice. Patients should not use social media to seek medical care or discuss personal health matters.

Please contact the practice directly for all enquiries.

Results Policy

Urgent Results

If your results require urgent follow-up, your doctor or practice nurse will attempt to contact you using the contact details provided.

If we are unable to reach you, a letter will be sent requesting you contact the practice urgently.

Non-Urgent Results

For results requiring follow-up, you will be contacted to arrange an appointment.

If we are unable to reach you by phone, a letter will be sent requesting that you contact the practice.

Normal Results

Patients are not routinely contacted for normal results.

You may contact the practice to confirm whether your results have been received. An appointment may be required to discuss results.

Recalls and Reminders

Patients may be contacted regarding preventative health recalls and reminders.

If we are unable to contact you via phone or SMS, a letter may be sent to your recorded address.

All personal and medical information is stored securely within encrypted clinical software systems.

Continuing Professional Development

Harvest Lakes Medical Centre is committed to supporting doctors, nurses, and administrative staff in ongoing professional education and training.

Did Not Attend (DNA) & Cancellation Policy

Due to high demand for appointments, fees apply for missed appointments or late cancellations.

Standard consultation: $60
Long/double consultation: $100

Patients are required to provide a minimum of 2 hours’ notice if they need to cancel or reschedule an appointment. Failure to provide adequate notice, or failure to attend an appointment, may result in a Did Not Attend (DNA) fee being charged.

To protect patient privacy and comply with confidentiality requirements, appointments can only be cancelled by the patient themselves, unless the practice has documented third-party consent authorising another person to act on the patient’s behalf.

For children under the age of 14 years, a parent or legal guardian may cancel or reschedule appointments on the child’s behalf.

Unpaid accounts may result in temporary suspension of services until outstanding fees are finalised.

We appreciate your cooperation in cancelling appointments as early as possible to allow other patients access to care.

Home Visits and After-Hours Care

Home visits may be offered at the discretion of the treating GP where clinically appropriate.

Home visits may be considered where:

The patient’s condition prevents attendance at the clinic
It is safe and reasonable for the GP
The patient resides within a 5km radius of the clinic

If a GP is unavailable to attend and you are unable to come to the clinic, you may contact:

Night Doctor (fees may apply)
Phone: 1300 644 483

For medical emergencies, call 000 or attend the nearest emergency department.

Walk-In Appointments

Limited walk-in appointments may be available depending on doctor availability.

Walk-in patients may be declined if the clinic is at capacity or doctors are running behind schedule.

Same-day appointments may be available. Patients can:

Call the practice
Attend reception in person
Book online via our website or HotDoc

Patient Feedback and Complaints

We welcome patient feedback.

Feedback forms are available at reception or can be emailed to:

p.manager@harvestlakesmedicalcentre.com.au

If you prefer to contact an external complaints body:

Health and Disability Services Complaints Office (HaDSCO)
GPO Box B61, Perth WA 6838
Phone: (08) 9323 0600
Fax: (08) 9221 3675
Country Free Call: 1800 813 583

Our Policy

Management of Personal Health Information