Doctor On Duty 1300 CALL GP is a healthcare company operating the website doctoronduty.com.au and currently provides After Hours Home visiting doctor services (“Services”). In the course of providing the Services, we collect personal information and are obliged to observe the National Privacy Principles which are contained in the Privacy Act 1988.
Doctor On Duty takes your privacy seriously. This policy lets you know how we treat personal information that we collect and receive about you. Personal information is information about you that is identifiable as relating to you, like your name, address or phone number but can include any information or an opinion about you or your health.
How do we collect information?
We obtain personal information from you directly (including from your devices) when you call us, use our Services, register with us or otherwise provide us with your personal information. We may also receive personal information about you from third parties such as the providers of health services which you book through our website.
If you are a medical or health practitioner (“Practitioner”) we obtain personal information directly from you when you use our services, register with us or provide us with feedback and from third parties such as your clients when we receive feedback on your clients’ booking experience.
What personal Information do we collect?
We collect personal information from our members when they create an account or use the Services or website. The personal information we collect might include name, date of birth, gender, email, mobile number, postcode, credit card details, Medicare and Concession card details.
We also gather general anonymised information about the use of our Services and website such as service type, time of appointment, frequency, location via GPS (if appointment made by phone), device used to make appointment (e.g. pc or mobile) when a member makes a booking with healthcare practitioner or uses our website.
We also collect personal information about your experiences or opinions from you whenever you provide us any feedback or comments including any review or testimonial in respect of our Services or any Practitioner.
You can decline to have your health information used in all or some of the ways outlined above but it may influence our ability to manage your health care to provide the best outcome for you. You need to clearly mention this to the doctor and the call centre operator if this is what you prefer.
How do we use this information?
In order for us to be able to provide your requested medical service, you as a patient or a guardian for a patient, are required to provide us with patient’s personal and social information and a medical history, so that we may properly assess, diagnose, treat and be proactive in your health care needs.
We will use your personal information:
- To provide you with the Services, or any other products, information or services you have requested from us;
- This includes the use of information to travel to your place of care;
- To complete administrative and billing processes;
- Disclosure to others involved in your healthcare, other doctors in the practice, locums etc. attached to the practice, your regular general practitioner;
- To comply with any legislative or regulatory requirements e.g. notifiable diseases;
- To create an account for you if you have registered with us;
- To evaluate and improve our service to you;
- To contact you;
- To process any payments;
- To market our products and services to you or those of third parties that we think may be of interest to you, including by direct mail
- To communicate with you about information, products and promotional offers that we think may be of interest to you; and
- To compile anonymised statistical demographic information on the use of healthcare in Australia.
You can unsubscribe at any time from receiving marketing messages from us by replying to these messages.
If you use our services to make bookings we provide your personal information to the Practitioner that is going to visit you, for the purposes of commuting to your place and providing the required healthcare services.
Where you have provided us feedback, comments, reviews or testimonials which contains personal information, we may use that information to further promote our Services including to publish your feedback, comment, reviews or testimonials on our website or in promotional material, however we will never disclose your name or contact details for this purpose without your consent.
How do we protect personal information?
We use a secure server and external payment processing providers when you make a payment via our website or to store credit card details and do not store complete credit card details on any of our systems. We take appropriate measures to ensure the personal information disclosed to us is kept secure, accurate and kept up to date and only for so long as necessary for the purpose for which it is used.
Doctors and links to other third parties
When you confirm a booking using our Services your personal information will be transferred to the relevant Doctor or his/her chaperone. Each of our Doctors and Chaperones has to comply with the law and their agreement with us with regard to their use of your personal information. However, we are not responsible for the privacy practices of the Doctors.
Do we share your information with third parties?
As indicated above we may pass your information to our Doctors and/or their chaperones who are our service providers, to your regular doctors or medical centre if you give the details to us, agents and associated organizations for the purpose of completing tasks, providing services to you and improving our Services. Where we use service providers we will make sure they are required to have in place appropriate controls to protect your personal information.
We may also disclose your personal information if required by law (for example to government bodies and law enforcement agencies) or if we have your permission to do so.
Do we share your information with persons or organisations located outside of Australia?
At present all of our partners and service providers are based in Australia and so it is unlikely that we will need to provide your personal information to any persons or organisations located outside of Australia.
Why and when your consent is necessary
When you register, or on your initial booking with 1300 CALL GP, you provide consent for staff and doctors to access and use your personal information so they can provide you with the best possible healthcare. Only staff that needs 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 so.
Access to your information
You have the right to access your personal information and have any inaccuracies in your information corrected. If you wish to exercise these rights, please contact us at firstname.lastname@example.org or write to us at PO Box 6769, Park Beach Plaza, Coffs Harbour NSW 2450.
If you make a request, we will require you to fill out the necessary form with details of the information required.
Changes to your personal information
If your personal details change, please help us to keep your information up to date by notifying us at the address below.
Resolving concerns regarding the privacy of your health information
If you have any concerns regarding the privacy of your personal health information or the accuracy of the information held by doctoronduty, you should discuss these with our Privacy Officer. Inaccurate information can be corrected or your concerns noted in your record. For legal reasons, the original notes will be retained.
We will investigate your concerns and will endeavour to provide you a written response within 45 days of receiving your complaint.
Changes to this Policy
If you wish to contact us about your personal information or make a complaint about possible breaches of privacy, you should direct enquiries to:
Privacy Officer: Hannah Radke
Doctor On Duty
PO Box 6769 Coffs Harbour Plaza
Coffs harbour NSW 2450
The Privacy Officer will endeavour to deal with your enquiry or complaint as soon as is reasonably practicable.
Last Updated 15 November 2016
Office of the Australian
1300 363 992
Information and Privacy Commission
New South Wales – 1800 472 679