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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. At Vecare Health, your personal details and medical information are kept confidential and private in accordance with Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy Protection) Act 2012, the Australian Privacy Principles and NSW privacy legislation . Our Privacy policy is followed to maintain security of personal health information at all times and to ensure that this information is only available to authorised members of the Practice.
When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.
Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (eg staff training).
How the Practice uses document automaton technologies, particularly so that only the relevant medical information is included in referral letters?
The Practice uses document automation technologies to streamline and enhance the process of creating referral letters, ensuring that only the relevant medical information is included. Here's how the technology works:
The information we will collect about you includes your:
What are patient health records?
Information, held about a patient, in paper form or electronic form, which may include:
• contact and demographic information
• medical history
• notes on treatment
• observations
• correspondence
• investigations
• test results photographs
• prescription records
• medication charts
• insurance information
• legal information and reports
• work health and safety reports
Our practice may collect your personal information in several different ways.
USE OF AI tool - Lyrebird
We use the AI tool Lyrebird to enhance our ability to provide comprehensive and timely medical notes. Lyrebird performs all transcription in real time on servers in Sydney, Australia. Audio is immediately converted to text and is not permanently stored. All saved documents are encrypted at rest using 256-bit encryption. User data is never used for training purposes, and patient-identifying information is automatically redacted from transcripts. Consent is obtained from patients before recording and transcribing consultations.
Lyrebird employs robust security measures to ensure the privacy and protection of user data, including data encryption, real-time transcription, data sovereignty, controlled access, and obtaining patient consent before recording and transcribing consultations.
Lyrebird Health- https://trust.lyrebirdhealth.com
We sometimes share your personal information:
We will not share your personal information with anyone outside Australia (unless under exceptional circumstances permitted by law) without your consent.
Our practice will not use your personal information for marketing any of our goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing by notifying our practice in writing.
Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.
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. You can let our reception staff know if you do not want your information included.
Your personal information may be stored at our practice in various forms.
eg as paper records, electronic records, visual records (X-rays, CT scans, videos and photos), audio recordings.
Our practice stores all personal information securely via electronic format, in protected information systems or in hard copy format in a secured environment. We use of passwords, secure cabinets, confidentiality agreements for staff and contractors
Our electronic format is securely backed up by our servers onsite and offsite.
Vecare Health does not participate in saving real-time audio/visual recording, duplication, and storage of a consultation, including those via Telehealth or those conducted remotely. If this is required as case by case basis informed consent will be obtained prior to the consultation.
You have the right to deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.
You have the right to request access to and correct your personal information.
Records Access: Our Clinic acknowledges that patients may request access to their medical records. We require you to submit this request in writing, and our practice will respond within 30 days. You must also provide, within your initial request, a statement identifying that the request is not required for any legal matters. Once the request has been considered and approved by the doctor, you will be required to make an appointment with your preferred doctor. There will be a fee of $90.00 + GST charged for the doctor’s time, when you attend for your appointment. (please note this cannot be claimed through Medicare).
Records Correction: If you make your request to correct your personal information over the phone or in person, you will be asked to put your request in writing. A description of the information you want to correct, the correct information and proof the existing information is inaccurate, incomplete, misleading or out-of-date. Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. You may also be asked to provide proof of your identity. If you are making a request on behalf of another person, your request must be made in writing, and must include evidence of your authority to act on the other person's behalf.
It should be provided either by in person to the practice, or by post 115-117 Albury Street, Holbrook-2640.
Our practice will respond to all requests within a reasonable time, (approximately 30 days).
We take complaints and concerns regarding privacy seriously. It would help if you expressed any privacy concerns you may have. We will then attempt to resolve them following our resolution procedure. We will address this within 30 days of your complaint.
Please address your complaint to:
Practice Manager
Vecare Health
115-117 Albury street,Holbrook-2644.NSW.
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 363 992
or contact
Health Care Complaints Commission (HCCC), Telephone: (02) 9219 7444 / 1800 043 159 (Toll-Free in NSW), Web: www.hccc.nsw.gov.au.
We endeavour to ensure our website is as secure as possible; however, users need to be aware that the world wide web is not a secure medium. No data or transmission over the internet can be guaranteed to be secure. We cannot guarantee that any information you communicate to us online will not be intercepted while being transmitted over the internet. Any information, (personal or otherwise) which you transmit to us online is transmitted at your own risk.
Our Practice and its associates take no liability for any interference or damage to a user’s computer system, software or data occurring with our website. We strongly recommend that users take appropriate measures to ensure their computer is protected against third-party interference on the web. Our privacy policy applies only to our website.
Our website contains links to other websites. If you click a link to another website, you should also read the privacy policy for that site. Recommendations or views on these websites are not necessarily reflective of those of our practice and it's associates.
This site uses cookies as a part of our interaction with your browser. A cookie is a small amount of information stored on your computer by our website. You can delete cookies from your hard drive at any time, and you can find further details on the use of cookies at www.cookiecentral.com/faq.
For those that use Automed, their privacy statement is located here: https://automedsystems.com.au/privacy/
We will review this privacy policy regularly to ensure it is in accordance with any changes that may occur. A copy of new statements will be prominently displayed in our waiting area.
Last Review : Feb 2025.
"Are your details up to date in our clinic records? If not, please have a chat with our reception team to update them. Thank you!"