EDGE MEDICAL CENTRE PRIVACY POLICY  

Current as of: 20th May 2026 

Introduction 

This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.  

1. Who can I contact about this policy? 

For enquiries concerning this policy, you can contact Susan TakTak (Practice Manager) either by calling the front desk and requesting to speak to her or sending an email to reception@edgemedicalcentre.com.au with any questions or quires you might have.  

2. When and why is your consent necessary? 

When you register as a patient of this practice, 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 outlined in this document, 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.  

By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below. 

3. 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  

• Billing and payments  

• Medicare and health fund claims  

• Accreditation activities  

• Practice audits  

• Staff training and education  

• Business and administrative processes  

• Quality improvement activities 

Additionally, we may utilize your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards. 

4. What personal information do we collect?  

The information we will collect about you includes your:  

• names, date of birth, addresses, contact details  

• medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors  

• Medicare number (where available) for identification and claiming purposes  

• healthcare identifier numbers  

• health fund details. 

5. Can You Deal with Us Anonymously? 

 You may deal with us anonymously or under a pseudonym where practical and lawful to do so. 

6. How Do We Collect Your Personal Information? 

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 through your patient registration. 

We may also collect your personal information when you: 

• visit our website 

• send us an email or SMS 

• telephone the practice 

• make an online appointment 

• Communicate with us through social media platforms. 

In some circumstances, personal information may also be collected from other sources, including: 

• your guardian or responsible person 

• other healthcare providers involved in your care, including specialists, allied health professionals, hospitals, community health services, pathology and diagnostic imaging providers 

• your health fund, Medicare or the Department of Veterans’ Affairs (where relevant). 

While providing medical services, further personal information may be collected through: 

• electronic prescribing systems 

• My Health Record 

• online appointment booking systems. 

EDGE Medical Centre currently uses HotDoc as its online appointment booking platform and participates in My Health Record in accordance with relevant Australian privacy legislation. 

The practice may also collect and use certain images and recordings, including: 

• CCTV footage collected from public areas of the practice premises for security and safety purposes 

• clinical photographs or medical images taken for healthcare purposes and stored securely within the patient’s medical record. 

CCTV is not used inside consultation rooms or treatment rooms. 

7. 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 – these third parties are required to comply with APPs and this policy  

• with other healthcare providers (e.g. In referral letters)  

• 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. some diseases require mandatory notification)  

• When it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared  Health Summary, Event Summary). 

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.  

We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. 

8. Will your information be used for marketing purposes?  

The practice will not use your personal information for marketing any goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing. 

9. How is your information used to improve services?   

The practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team  

We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.  

At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project. 

10. 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 referrals, which are sent to other healthcare providers. 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. 

11. How are Artificial Intelligence (AI) Scribes used?  

The practice uses an AI scribe tool to support GPs to take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record.  

The practice AI scribe service is Heidi.  

Heidi:  

• Does not share information outside of Australia  

• Destroys the audio file once the transcription is complete.  

• Removes sensitive, personal identifying information as part of the transcription   

The practice will only use data from our digital scribe service to provide healthcare to you.  

Further information regarding Heidi Health’s privacy compliance can be found at:
https://www.heidihealth.com/en-gb/blog/app-compliance  

12. How is your personal information stored and protected? 

Your personal information may be stored in various forms, including: 

• Electronic medical records  

• Paper records  

• Medical images and reports  

• Referral letters and correspondence  

• CCTV footage in public areas of the practice  

EDGE Medical Centre stores all patient records electronically using secure medical software, Best Practice. 

Any paper records received by the practice are securely scanned and uploaded into the patient’s electronic medical record within Best Practice. Once scanned and verified, paper documents are disposed of securely using locked confidential waste bins. 

These bins are collected and destroyed by a reputable secure document destruction company, in accordance with Australian privacy legislation and records disposal requirements. 

The practice takes reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification or disclosure. 

Security measures include: 

• Individual usernames and passwords for all staff members  

• Role-based access restrictions within Best Practice  

• Secure computer systems and password protection  

• Staff confidentiality agreements as part of onboarding and employment  

• Secure storage and disposal of confidential information  

The practice also uses CCTV cameras in public and common areas of the premises, including entrances, exits, reception and car park entry areas, for safety and security purposes. CCTV is not used inside consultation rooms or treatment rooms. Access to CCTV recordings is restricted to authorised personnel only. 

13. 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. 

Our practice acknowledges that patients may request access to their medical records. 

Requests for access to medical records must be submitted in writing using the practice’s current request form. The practice will respond to requests within a reasonable timeframe, generally within one week. 

Fees may apply depending on the method required to provide the records. For example, charges may apply where records need to be provided via USB or CD due to the size of the file. Where records can be securely provided electronically via email, no fee will generally apply. A member of our team will contact you upon receipt of your request to discuss any applicable fees and the most appropriate method of providing the records. 

The practice will take reasonable steps to correct your personal information where it is inaccurate, incomplete or not up to date. From time to time, we may ask you to verify that the personal information we hold about you is current and correct. 

The practice aims to respond to requests to access or correct personal information within one week. If your request is urgent and you require your records sooner, please contact the practice directly by phone and speak with one of our reception staff members. 

14. 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 in writing and send it by email to reception@edgemedicalcentre.com.au or mail it to 1/3 Aldgate Street, Prospect NSW 2148. We will then attempt to resolve it in accordance with our resolution procedure within 24 to 48 hours. 

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.   

15. How is privacy on the website maintained?   

At Edge Medical Centre, any personal information you share with us through our website, email, online appointment systems and social media platforms is handled securely and confidentially. Our website may use cookies and analytics tools to improve website functionality and user experience. 

16. 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.