Infinity Health Medical Centre Privacy Policy

Dear patients,

We would like to let you know how we look after your privacy

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.  Our main purpose for collecting, using, holding and sharing your personal information is to manage your health.

Why and when your consent is necessary 

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. We will also obtain informed consent for telehealth, real-time audio/visual recording.

What personal information do we collect?

  • names, date of birth, addresses, contact details, emergency contact details, medicare number.
  • medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors.
  • Wherever it is lawful and practicable, patients may need to remain anonymous when receiving care from our practice. In these circumstances, the use of an alias may be the most appropriate approach.

How do we collect your personal information?

  • When you make your first appointment our staff will collect your personal and demographic information via our new patient registration form.
  • When providing medical services, we may collect further personal information. Other methods we receive information are “myhealth record” and electronic downloads from hospital or pathology.
  • We may also collect your personal information when you send us an email, telephone us, make an appointment or communicate with us.
  • In some circumstances personal information may also be collected from other sources. Sometimes it is not practical or reasonable to collect it from you directly. This may include the following:
      • your guardian or responsible person
      • involved healthcare providers, such as specialists, allied health, hospitals, pathology and diagnostic services, etc.

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms.

Our practice stores information, as electronic records, which may include visual (X-rays, CT scans, videos and photos) records.

Our practice stores all personal information securely in electronic format, in protected information systems in a secured environment. We ensure that all PCs in the practice are password protected and that electronic information is backed up regularly in the unlikely instance of an adverse event.

Who do we share your personal information with?

  • with other healthcare providers, during the course of providing medical services/when if forms part of the patient of a medical condition.
  • when it is required or authorised by law (e.g. court subpoenas)
  • when it is necessary to lessen or prevent serious threat to a patient’s life, health or safety or public health or safety
  • to assist in locating a missing person
  • to establish, exercise or defend an equitable claim, and/or for the purpose of confidential dispute resolution process
  • when there is statutory requirement to share information (e.g. diseases or virus mandatory notification)
  • Our practices uses automated technologies – such as relevant information populated in referrals, investigation requests, etc

Only people who need to access your information will be able to do so. Other than in the course of providing medical services or as otherwise described in this policy, our practice will not share personal information with any third party without your consent. We will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.


You have the right to request access to your personal information

You have the right to request access to, and correction of, your personal information.

Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing, by completing our request for personal information form, and our practice will respond within a reasonable time. We endeavour to respond to these requests  within 30 days. There is an administration fee for producing records. The fee will depend on the format you request the information i.e. hard copy or soft copy.

Our practice will takes reasonable steps to correct your personal information where the information is not accurate or up-to-date. From time-to-time, we will ask you to verify your personal information held by our practice is correct and up-to-date. You may also request that we correct or update your information, and you should make such requests in writing addressed to the practice manager.

Email and other applications

As email is not a secure form of communication, unless encrypted, we prefer not to employ the use of email for the purposes of transferring personal information or communicating with patients.

Our online bookings and SMS reminders are facilitated through Hotdoc. If you subscribe to this service it is necessary for Hotdoc to access your personal details

(such as your name, address and contact number). For more information on their privacy and security policy please see their website –

How can you lodge a privacy related complaint, and how will the complaint be handled at our practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you have in writing, to our Practice Manager. Our location is: INFINITY by Crown, Shop 108/305 Botany Rd, Zetland NSW 2017. Please allow 30 working days for follow up and initial response to your concern.  You may also contact the OAIC. The OAIC may require you to give them time to respond, before they will investigate. For further information visit or call the OAIC on 1300 336 002.

Policy Review

This privacy policy will be reviewed regularly to ensure it is in accordance with any changes that may occur.

We will notify you of any changes via the website. All revision of the document will replace the previous version, and will be available on the website, or at reception.

Version: November 2023
Next Review Date: March 2024

Please do not hesitate to ask one of our reception team members for the version of our practice policy on how we manage your privacy.