Privacy policy

We are committed to protecting your privacy and handling your personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs) and other applicable Commonwealth and Queensland legislation.

This policy applies to all patients and individuals who access our services.

When you register as a patient of our practice, you provide consent for our doctors and practice staff to collect, use and disclose your personal information for the primary purpose of providing healthcare.

Your personal information is only accessed by members of Coral Coast Doctors team who require it to perform their duties.

Where your information is required for a purpose not directly related to your healthcare or where consent is required by law, we will seek your additional consent unless an exception applies under the Privacy Act.

Personal information is information or an opinion that identifies you, or could reasonably identify you.

Examples include:

• name
• date of birth
• address
• telephone number
• email address
• occupation
• Medicare details

Sensitive information includes information relating to your health and medical care.

This may include:

• medical history
• family medical history where clinically relevant
• medications
• allergies
• pathology and imaging results
• genetic information
• cultural background or ethnicity where relevant to your care
• emergency contact details
• information regarding disabilities or healthcare needs

Throughout this policy, "personal information" includes sensitive information unless otherwise stated.

We may collect:

• your name, address and contact details
• date of birth
• Medicare number
• Department of Veterans' Affairs details
• Health Care Card or Pension Card details
• private health insurance information
• emergency contact details
• occupation
• next of kin
• medical history
• family history where clinically relevant
• medications
• allergies
• immunisation history
• referrals
• specialist reports
• pathology and imaging reports
• clinical notes
• correspondence relating to your healthcare
• billing and payment information

We may also collect information that does not identify you personally, such as anonymous survey responses used to improve our services.

We usually collect information directly from you.

Information may be collected when you:

• complete a registration form
• attend a consultation
• participate in a telehealth consultation
• book appointments online
• contact us by telephone
• email Coral Coast Doctors
• communicate through secure electronic messaging
• use our website or online patient services

Where appropriate, we may also collect information from:

• your parent, guardian or authorised representative
• specialists
• hospitals
• pathology providers
• diagnostic imaging providers
• allied health professionals
• community health services
• Medicare
• the Department of Veterans' Affairs
• your private health insurer
• My Health Record, where authorised

When you visit our website, we may collect limited information through cookies and website analytics to improve the performance and security of our website.

This information does not usually identify you personally unless you choose to provide personal information through an online form or appointment booking system.

Where lawful and practical, you may choose to remain anonymous or use a pseudonym.

However, in many circumstances this will not be practical because accurate identification is necessary to provide safe healthcare.

If you choose not to provide information required for your healthcare:

• we may be unable to provide medical services
• diagnosis or treatment may be incomplete or inaccurate
• your health outcomes may be affected
• we may be unable to comply with our legal obligations.

Our primary purpose is to provide safe, high-quality healthcare.

We also collect, use and disclose information to:

• provide medical treatment
• communicate with other healthcare providers involved in your care
• arrange referrals
• receive specialist reports
• maintain accurate health records
• manage recalls and reminders
• undertake quality improvement activities
• meet accreditation requirements
• process Medicare and health fund claims
• manage billing
• respond to complaints
• comply with legal obligations
• notify insurers or medical defence organisations where appropriate
• conduct practice administration
• educate and supervise healthcare professionals where appropriate and lawful.

Our practice operates recall and reminder systems to support your ongoing healthcare.

These may include reminders regarding:

• preventative health
• follow-up appointments
• chronic disease management
• immunisations
• screening programs
• test results requiring follow-up.

You may advise us if you do not wish to receive reminder communications.

From time to time, de-identified information may be used for quality improvement activities, clinical audit or approved research.

Where identifiable information is required, your consent will be obtained unless otherwise authorised by law.

We may occasionally provide information about services offered by our practice that may be relevant to your healthcare.

We will not send marketing communications unrelated to your healthcare without your consent.

You may opt out of receiving these communications at any time by notifying our reception staff.

Our practice maintains electronic medical records.

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification or disclosure.

Security measures include:

• individual user accounts
• role-based access
• strong password policies
• multi-factor authentication where available
• encrypted data transmission
• antivirus protection
• firewalls
• audit logs
• secure backups
• business continuity planning
• secure disposal of electronic media
• regular software updates
• staff confidentiality agreements
• ongoing staff privacy and cybersecurity training.

Where cloud-based systems are used, we take reasonable steps to ensure service providers meet Australian privacy and security requirements.

Your information may be shared with:

• healthcare providers involved in your care
• pathology providers
• diagnostic imaging providers
• hospitals
• pharmacies where appropriate
• Medicare
• the Department of Veterans' Affairs
• approved software providers
• secure messaging providers
• cloud hosting providers
• information technology support providers
• accreditation agencies
• legal representatives where required
• insurers or medical defence organisations where appropriate.

We only disclose the minimum information necessary.

Where appropriate and authorised, our practice may upload or access information through My Health Record, including Shared Health Summaries and Event Summaries.

The use of My Health Record is governed by Commonwealth legislation.

Patients may choose to manage access controls within their My Health Record.

Our practice generally does not disclose personal information to overseas recipients.

If overseas disclosure becomes necessary, we will only do so where permitted by law or with your consent.

Despite our security measures, no information system is completely secure.

If an eligible data breach occurs that is likely to result in serious harm, we will comply with the Notifiable Data Breaches Scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

You may request access to your personal information by writing to Coral Coast Doctors Manager.

We will respond within 30 days or within any timeframe required by law.

A reasonable administrative fee may apply for providing copies of records where permitted by law.

In some circumstances, access may be refused where permitted under the Privacy Act. If access is refused, we will provide written reasons where required.

We take reasonable steps to ensure your information is accurate, complete and up to date.

Please advise us promptly if your personal details change.

You may request correction of your information at any time by contacting Coral Coast Doctors Manager.

Health records are retained in accordance with applicable legal and professional record retention requirements.

When records are no longer required to be retained, they are securely destroyed or permanently de-identified.

If you have concerns about how we have handled your personal information, please contact Coral Coast Doctors Manager in writing.

We will investigate your complaint confidentially and aim to respond within 30 days.

If you are dissatisfied with our response, you may contact the Office of the Australian Information Commissioner.

Doctors are unable to take telephone calls while consulting with other patients because this would interrupt their appointment.

If you need to discuss a medical concern or require advice, please book an appointment with your doctor so they can give you their full attention. Reception may recommend speaking with a practice nurse where appropriate.

You may email the practice for general enquiries. Email is not recognised as a secure method of communication, so confidentiality cannot be guaranteed. Do not use email communication in an emergency.

You may have a family member, carer or support person present during your consultation.

Your doctor may also recommend a chaperone where appropriate. Your consent will always be obtained, and your privacy and confidentiality will be respected.

If you need to cancel or reschedule an appointment, please notify the practice at least two hours before the scheduled appointment time.

Giving adequate notice allows the appointment to be offered to another patient who needs care.

You have the right to be treated with dignity and respect, receive safe and high-quality healthcare, participate in decisions about your care, have your privacy and confidentiality respected, and ask questions and receive information you understand.

Please treat practice staff respectfully, provide accurate health information, keep your contact details up to date, arrive on time, and notify the practice if you cannot attend your appointment.

If you wish to provide feedback about the service you have received, please contact the Practice Manager by telephone on 1300 272 897 or email reception@coralcoastdoctors.com.au.

If your concern cannot be resolved within the practice, you may contact the Office of the Health Ombudsman about a health service provided in Queensland. The Australian Health Practitioner Regulation Agency may be contacted about a registered health professional.

This Privacy Policy is reviewed regularly and updated as required to reflect changes in legislation, professional standards and practice procedures.

The current version is available from reception and on our website.

Coral Coast Doctors – Privacy Policy June 2026