Your Privacy and the Law

13CURE is 100% committed to ensuring that all personal information regarding our clients is respected and maintained as we are bound by the Australian Privacy Principles in the Privacy Act 1988 (Cth) and any relevant Health Privacy Principles under State legislation.

13CURE follows the guidelines of the RACCP's Handbook for the management of health information in general practice, 4th edition. This Handboook incorporates the Australian Privacy Principles and federal and state privacy legislation which requires that all personal information is to be kept private and secure.

All information that is collected by 13CURE is considered private and is therefore treated with strict confidentiality.

This Privacy Policy outlines how our client's personal information is recorded and managed by 13CURE.

Our Follow-Up Process at 13Cure

• Our doctors do not provide referral, patients are advised to get referral from their regular GP.

13Cure Communication Policy

Receiving and Returning Telephone Calls

• We answer incoming patient calls during our service hours:
• Monday to Friday: from 6 PM onward
• Saturday: after 12 PM
• Sunday & Public Holidays: from 8 AM onward
• If you miss us or we miss your call, we'll make sure to call you back as soon as possible.
• For urgent matters, we prioritise quick responses.

Electronic Communication

• We communicate through chat, text (SMS), and email for appointment reminders, follow-ups, and general enquiries.
• Patients who book services through our website receive an immediate callback to confirm and assist with their booking.
• We ensure all electronic communication is secure and respects your privacy.

Follow-Up

• We keep track of your care journey and proactively follow up when needed.

Your time and peace of mind matter to us. We strive to respond quickly and keep you informed every step of the way.

Staff Internet and Email Usage Policy

All staff members have Internet and Email access for the purposes of office communications and communication with external organisations relevant to the practice.

Internet and Email messages can be a source of viruses and other potentially harmful and costly problems.

Although the computer network has firewall and anti-virus protection in place, responsible usage is still required to minimise the risks of security breaches and virus infections. Possible effects include data corruption, data loss, and theft, any of which can result in time-consuming fixes and decreased staff productivity.

Staff members are expected to use the Internet and Email responsibly at all times. The following guidelines have been established:

General Usage

• Each staff member will have an individual email address or access to a shared address as required.
• Staff members must check for new emails regularly throughout the day to ensure timely responses to practice-based communications, such as supply orders.

Personal Email Usage Restrictions

Email accounts may be used for limited personal correspondence. However, the following actions are strictly prohibited:

• Subscribing to mailing lists (e.g., travel newsletters or joke-of-the-day emails) that may lead to increased spam.
• Using the practice email address to register on external websites unless approved by the IT Security Coordinator for medical reference sites.
• Opening emails from unknown or suspicious senders. Such emails must be deleted without being opened.
• Opening email attachments unless the sender is known and the attachment is expected and routine.

Spam email attachments often contain viruses and pose a serious security threat if opened.

Internet Usage Guidelines

• The Internet should only be used for reference purposes directly related to work.
• All websites accessed must have a valid, work-related purpose.
• Staff must not download any files or programs from the Internet, as these pose potential security risks.

Policy Purpose

This policy ensures that all staff members are aware of and comply with the practice's Internet and Email usage guidelines, designed to maintain IT security and protect the organisation's digital environment.

Using Social Media at Our Company Policy

Social media refers to online networks used to share information and engage in online interaction.

Whether used for business or personal reasons, the following standards apply to all team members, including general practitioners. All practitioners and staff are legally responsible for their online posts and may face liability or disciplinary action, including termination of employment or contract, if they breach this policy.

Procedure

The Company has appointed Management as the social media officer, responsible for managing and monitoring the Company's social media accounts. All posts on the Company's official social media platforms must receive approval from the designated officer.

Prohibited Activities

When using the Company's social media accounts, team members must not:

• Post any content that is unlawful, threatening, defamatory, pornographic, inflammatory, menacing, or offensive.
• Infringe upon another person's rights, including intellectual property and privacy rights, or misuse confidential information relating to patients, staff, or business operations.
• Share content that could harm the reputation or image of the Company or individuals.
• Violate any of the Company's existing policies or procedures.
• Send unsolicited commercial messages or solicit products, services, or donations.
• Impersonate others or misuse another person's registration or identity.
• Tamper with, hinder, or make unauthorised changes to social media sites.
• Transmit viruses or other malicious software via the Company's social media or email accounts.
• Claim to speak on behalf of the Company without proper authorisation.
• Disclose confidential or proprietary information belonging to the Company or third parties.
• Engage in defamatory, harassing, or illegal activities.
• Include copyrighted material (e.g., music, videos, text) without permission.
• Violate any other applicable Company policies.

Posting Approval and Monitoring

All team members must obtain approval from the social media officer before posting any content representing the Company on public social media platforms. The Company reserves the right to remove any content at its discretion.

Social media use must comply with the Company's current policies on internet, email, and computer usage.

Compliance with AHPRA Regulations

The Company complies with the Australian Health Practitioner Regulation Agency (AHPRA) national law and takes reasonable steps to remove any testimonials that promote our services, including those referencing individual practitioners. However, the Company is not responsible for unsolicited testimonials posted on external platforms beyond our control.

Personal Social Media Use

Any personal social media posts by team members identifying themselves as Company employees should:

• Include a disclaimer such as: “The views expressed in this post are mine and do not reflect the views of the Company/business/committees/boards that I am a member of.”
• Respect copyright, privacy, fair use, financial disclosure, and other applicable laws.

All social media activity, both internal and external, must comply with this policy.

What Information is Collected

The information collected by 13CURE may include:

• Name
• Date of birth
• Address/es
• Contact details, i.e. phone and/or mobile number
• Medicare number
• Health identifiers
• Health fund details
• Medical history

Why 13CURE collects / uses / holds and shares this Information

13CURE is dedicated to the health and well-being of their clients. As such, the information collected will be used to assist our doctors to provide the very best health care possible.

13CURE may collect information for the purpose of informing patients about services and products that could assist them in their healthcare and/or lifestyle requirements or to offer opportunities which may be of interest to them.

13CURE will only share their patient's personal information to:

• Ensure the health and well-being of their patients
• Direct business activities such as:
  • Financial claims and payments
  • Practice audits and accreditation
  • Business processes such as staff training

When and why a patient's consent is necessary

Upon registration or on the patients first initial booking, they provide consent for 13CURE to access and use their personal information.

Patients personal information will only be accessed and used by staff that needs to access it.

If 13CURE requires the use of a patient's information for anything else, the patient will be contacted for consent.

How personal information is collected

• When a patient register's with 13CURE
• When a patient makes their first booking with 13CURE
• Personal information may be collected during medical visit
• When a patient enters Home Cure Doctor's website
• Emails 13CURE
• Sends an SMS to 13CURE
• Phones 13CURE
• Books an appointment with 13CURE
• Communicate with 13CURE via social media

A patient's personal information may also be collected via a third party. This will only be done should it not be practicable to obtain the relevant information from the patient.

A third party individual may be the patient's

• Health care provider such as
  • Specialists
  • Allied health professionals
  • Hospitals
  • Community health services
  • Pathology or diagnostic services
• The patient's guardian or responsible person
• The patient's health fund such as
  • Medicare
  • Department of Veteran's Affairs

Patients Medical Records

13CURE ensures that all personal information collected is:

• Accurate and complete
• Legible, well-organised and up-to-date
• Contains enough information for another GP's to care for the patient

If any person is uncertain as to why their personal information is being collected, please call 13CURE and ask for their Privacy Officer.

Should any person wish to remain anonymous while accessing healthcare from 13CURE, please advise the staff of 13CURE.

Disclosing of Patient Personal Information

13CURE will sometimes have to disclose a patient's personal information. When this occurs only the information necessary to meet the requirements will be disclosed. A patient's personal information may be disclosed to:

• Any person the patient requests to have or consents to receive the information
• The patient's treating doctor or regular GP (general practitioner)
• Any person 13CURE is required to by law to provide information to
• Medicare or other health insurance company where it is:
  • Needed for a patient to obtain Medicare payments
  • Other health insurance rebates
• 13CURE's contractors who are assisting in the facilitation of healthcare or other services to the patient
• Any person included in a transfer of all or part of 13CURE's assets or business
• An overriding public health and safety interest occurs

Sometimes a patient's health information may be sent overseas. This will only occur if:

• The patient is informed and provides consent for information to be sent
• The receiving country has very similar privacy laws to the Australian Privacy Principles

Sensitive Information

Sensitive information, unless agreed otherwise by patient, will only be used if:

• The purpose for which it was provided
• A purpose directly related to the purpose for which it was provided
• Information is required or authorised by law

Providing information to GP's and others

13CURE respects all patient's personal information and will only share information to the patient's GP's or general practice.

Unless due to exceptional circumstances, all information will only be shared to people with the patient's consent.

13CURE will routinely send a patient's report to their GP or General Practice to ensure the continued healthcare of the patient.

Information used for quality improvement and research

A patient's information may be used by 13CURE to assist in the improvement of the quality of healthcare they provide.

Patient information held by 13CURE may be used in research projects that assist the community. However, if this occurs the information provided will not include information that can identify the patient.

All research, as well as the publication of research will not include information that can identify the patient unless such research will serve an important public interest. Should this occur, under the guidelines issued by the Australian Government, 13CURE may share patient identifiable records without patient consent. However, 13CURE will discuss with the patient about the information that is to be disclosed.

How a patient can access their health information

A patient can request access to their medical record and other information that has been recorded by 13CURE. However, 13CURE may refuse to allow access to such information if there is a risk of physical or mental harm to the patient or any other person.

13CURE may need to remove any information that will affect the privacy of other individuals.

Patient's may also ask the staff of 13CURE about any aspect about their healthcare, including information in their medical record.

Depending on what is involved, a fee may be included for a request for information.

How 13CURE protects patient's information

Australian privacy legislation applies to all personal health information recorded in electronic and paper records. All records must be kept secure to protect against unauthorised access. 13CURE complies with these requirements to protect patient information.

Unauthorised use of confidential information is grounds for litigation in Australia.

The misuse of confidential information is not tolerated by 13CURE.

Open Disclosure Policy - Home Visiting Services

At https://www.13cure.com.au, we are committed to safe, transparent, and patient-focused care. As an AGPAL-accredited provider of home visits and After Hours Medical Deputising Services (AMDS), we follow the Australian Open Disclosure Framework to ensure honesty and accountability in our clinical care.

If an unexpected event occurs during your care, we will:

• Promptly and respectfully inform you or your family.
• Explain what happened, including any contributing factors.
• Apologise where appropriate.
• Outline steps taken to prevent similar incidents.
• We encourage open communication and value your feedback as part of our continuous quality improvement.

For any concerns, please contact our team on 132 873 or email admin@13cure.com.au.

Use of cookies on 13CURE website

13CURE measures traffic on its website and cookies are used to monitor return visits.

A 'cookie' is a small file that is sent to a user's computer when they access a website.

These cookies may store user preferences and information.

The cookies used by 13CURE do not store any personal data or otherwise collect personally-identifiable information.

A user can set their browser to refuse cookies or to indicate when a cookie is being sent.

Changes to 13CURE's Privacy Policy

13CURE reserves the right to change this privacy policy at any time.

Resolving concerns regarding the privacy of a patient's health information

If a patient has any concerns regarding the privacy of their health information or the accuracy of the information that 13CURE holds, they can discuss these concerns with 13CURE's Privacy Officer.

Inaccurate information can be corrected or the patient's concerns noted in their record. However, for legal reasons, the original notes will be retained.

Information

By providing their personal information, a patient is consenting to the provisions outlined above for the collection, use and disclosure of personal, sensitive, health and confidential information.

It is a requirement from 13CURE that any organisation that 13CURE discloses information to have in place reasonable safeguards for protecting personal information.

These organisations are only permitted to use the information disclosed for services and functions for which they have been engaged.

Contact Us

If a patient wishes to contact 13CURE about their personal information or they wish to make a complaint about possible breaches of privacy, they can send their enquiries to:

• Privacy Officer: Aamer Shahzad
• 13CURE
• Suite 15/178 Queen Street, St Marys, NSW, 2760
• Email: admin@13cure.com.au

Our Privacy Officer will endeavour to resolve any enquiries or issues as soon as reasonably possible.