Patient Information

Services

 

General Practitioners – Australia’s family doctors – are specialists in their own right. A GP is trained to treat the whole person and to care for people of all ages, all walks of life, and with all types of medical issues and concerns. Below is a medical services overview of what our GPs offer at our medical centre.

GPs have a strong focus on preventative health, and are best placed to advise about how to stay healthy and well. GPs have 10-15 years of formal education and training, several completing Fellowship exams, before they are registered with the Royal Australian College of General Practitioners (RACGP) and can practise independently as a GP.  On top of this formal training, all our doctor’s have over 30 years of on the job experience.

Our doctors have completed FRACGP training in general practice, and have completed other speciality diplomas. They have broad knowledge and the skills to treat all the health issues you might have through your life. Because your GP gets to know you, your family and your community, they can provide care that is suitable just for you.

If you have a health issue, the first person you usually go to see is your GP. They will give you a referral to see a specialist in a certain medical area, or refer you to other allied health professionals. If you need to see several different health professionals, your GP will coordinate your care.

General medical services

Our GPs provide a broad range of medical services. A services overview is provided below.

  • Asthma management
  • Child health
  • Chronic disease management
  • Diabetes risk assessment
  • 45-49 year old health check
  • 75 years and older health assessment
  • Mental health
  • Women’s health
  • Men’s health
  • Minor procedures
  • Travel health
  • Skin cancer checks

How We Communicate with You

Our telephones are answered on weekdays Monday to Friday 8am to 5pm and 9am to 11am Saturdays.

Outside of these hours, there is no ability to leave a message. If your matter is urgent, you should hang up and dial 000, or go straight to hospital emergency. If your matter is non-urgent, but you still need to see a doctor before we next open, please phone the 13SICK on 137425. after midday on Saturday. Alternatively Metro North Emergency Department is available online.

APPOINTMENTS

Appointments can be made over the phone during opening hours by calling 07 3351 4455.  No online bookings are available at this stage.

EMAIL

We cannot correspond with you by email, without your expressed consent, due to our responsibilities to protect your privacy. Email is not encrypted, and is therefore an unsafe environment for the sharing of health information.

PHONE AND SMS

We routinely send appointment reminders and recall reminders for health maintenance matters such as Cervical Screening, Mammogram, Skin Check etc via SMS message to your mobile phone. We ask that you respond if requested, by phoning 07 3351 4455.

Should you wish to speak personally to a doctor, reception will check the reason for the call, and whether the doctor is available. It the doctor is consulting with another patient, a message will be forwarded to the doctor. The doctor, or another staff member will return your call at the earliest opportunity.

TEST RESULTS

Test results, or requests from doctors to make appointments for follow up may be advised by administration or nursing staff at the doctor’s discretion.  This will usually occur by SMS or telephone, and you will have the ability to make the appointment with staff when they call.

Urgent results will be advised in person by your doctor.

If you are phoning for results, please phone after 2pm, as this will provide time for doctors to review results at the end of their morning session.

 

Privacy Policy

We recognise that your privacy is very important to you and we are committed to protecting your personal information in accordance with the Australian Privacy Principles under the Privacy Act 1988 and in accordance with other applicable privacy laws. This Policy applies to personal information we collect and handle about individuals including patients who visit our clinics, visitors to our websites, users of services we may from time to time provide and members of the public. It provides information about the personal information we collect and the ways in which we use and disclose that personal information, our policies for managing personal information as well as how you can access and seek correction of it.

Please read this Policy carefully. Your use of any part of our websites or services will constitute your consent to the collection, use, transfer, processing, storage, disclosure and other uses of your personal information in accordance with the Policy. If you do not agree with the terms and conditions of this Policy, please do not use our websites and services.

About Ferny Fair Medical Centre

Ferny Fair Medical is an owner and operator of high-quality family general practice. Our clinic is owned by Dr David Ellis and Dr Conrad Yoong.

Everything we do at Ferny Fair aims to make your appointments with your GP a more positive experience.

Our GP’s are committed to providing you with personalised healthcare and offer comprehensive health services for your whole family.

What information does Ferny Fair Medical collect about you?

Patients and prospective patients

When you become a patient of a GP consulting from a Ferny Fair Medical clinic, a record is made which includes personal information such as your name, address, date of birth, contact details and emergency contact details. Personal information collected about you to provide, or in providing, healthcare services is considered health information and is treated as sensitive information. Ferny Fair Medical may also collect other personal information about you which is considered sensitive information (such as information about your racial / ethnic origin) where this is relevant to the services we provide or to the services a GP provides to you.

Generally, health information we collect about you includes:

  • your previous and current medical history (including, where clinically relevant, a family medical history) and details of treatment and health services you have received;
  • medical practitioner consultation notes;
  • medications you take;
  • information about other healthcare professionals and health service providers who are involved in your care;
  • information about your healthcare preferences and wishes;
  • family contact information; and
  • your attorney, guardian or other person responsible for your healthcare decisions.

Ferny Fair Medical also collect information relevant to administering your payment arrangements such as your banking details, your pension entitlements and any other relevant information. Where it is relevant to administering your payment arrangements, we will collect information such as your Medicare number, private health care provider, Department of Veterans’ Affairs (DVA), pension, student or health care card number and your entitlement to benefits. Where we have collected a government related identifier (such as your Medicare number), we will not adopt that identifier as our own identifier and we will only use or disclose that identifier as required or permitted by law.

How do we collect your personal information?

Ferny Fair Medical will, where practicable, collect information from you when:

  • you register as a patient of a GP consulting from our practice and complete and submit documentation;
  • you communicate with us via email, telephone, SMS, our websites or social media or make an online appointment;
  • you interact with our websites;
  • you communicate with staff or representatives during the course of us providing services to you (including information collected through electronic transfer of prescriptions (eTP), MyHealth Record / PCEHR system, for example via Shared Health Summary or Event Summary); and
  • you otherwise deal with us in the course of our business.

However, we may also need to collect information from other sources such as your GP who consults at our clinic, treating specialists, radiologists, pathologists, hospitals, other health care providers, and the MyHealth record system and other third parties including:

  • other healthcare professionals and health service providers involved in your care;
  • government agencies responsible for administering relevant entitlements and benefits (such as Centrelink, Medicare, Department of Social Services, National Disability Insurance Agency, Department of Veterans Affairs, and other government agencies responsible for home care services); and
  • credit reporting agencies.

We may also collect information about you from your family members, a carer, an attorney, a guardian or a person responsible for your healthcare decisions. If the personal information you provide to us is incomplete or inaccurate, we may be unable to provide you with the services you are seeking.

Prospective employees/applicants

We collect personal information when recruiting personnel, such as your name, contact details, qualifications and work history. Generally, we will collect this information directly from you. We may also collect personal information from third parties in ways which you would expect (for example, from recruitment agencies or referees you have nominated). Before offering you a position, we may collect additional details such as your tax file number, superannuation information and other information necessary to conduct pre-employment checks.

This Policy does not apply to Ferny Fair Medical’s employee records.

Other individuals

Ferny Fair Medical may collect personal information about other individuals who are not patients of a GP consulting from one of our clinics. This includes

  • people who engage Ferny Fair Medical to provide services to them (including GPs);
  • individual service providers and contractors to Ferny Fair Medical;
  • other individuals who interact with Ferny Fair Medical on a commercial basis;
  • healthcare professionals who have referred patients to us or who are providing services to our patients; and
  • visitors to our websites.

The kind of personal information we collect will depend on the capacity in which you are dealing with Ferny Fair Medical. Generally, it would include your name, contact details, professional details and information regarding our interactions and transactions with you.

How does Ferny Fair Medical hold and protect your personal information?

Ferny Fair Medical primarily collects and holds your personal information in electronic form / paper / visual records (x-rays, CT scans, videos and photos) and audio recording. Information held in electronic form is held securely on servers and computer systems. Certain information is collected and held in paper-based documents (such as administrative forms), which may be converted to electronic form and the original paper-based documents securely destroyed. Information which is retained in paper-based, visual and audio form is held securely at our premises or in archive facilities in Australia.

We maintain physical security over our paper, visual, audio and electronic data stores, such as locks and security systems onsite and offsite. We also maintain computer and network security; for example, we use firewalls (security measures for the Internet) and other security systems such as user identifiers and passwords to control access to our computer systems.

Confidentiality obligations are included in our employment contracts for our staff members and agreements with our contractors.

We take reasonable steps to:

  • ensure that personal information we collect is accurate, up-to-date, complete and relevant, other than where it is only collected to provide advice in respect of a particular point in time, in which case we will seek to ensure it is accurate, complete and relevant as at that particular point in time;
  • ensure that personal information we use or disclose is accurate, up-to-date, complete and relevant, having regard to the purposes for which personal information is used or disclosed;
  • protect personal information from misuse, interference and loss, and from unauthorised access, modification or disclosure; and
  • destroy or de-identify personal information which we no longer need for the purposes for which it was collected, except where it is necessary under law or to retain it in order to maintain ongoing medical records for patients of our GPs.

We cannot ensure the security of personal information which is left with you in your home or transmitted via the internet. However, we will work with you to minimise the opportunity for other individuals to access your personal information.

Why does Ferny Fair Medical collect, hold and use your personal information?

Ferny Fair Medical collects personal information about patients in order to assess and manage your needs when we are providing our services to you. We also collect your personal information to enable your GP to provide health care, treatment and associated services to you. For example, we collect information about your health to ensure that our services respond to your healthcare needs; to ensure that our services are consistent with other healthcare services you receive; and to minimise the need for you to provide the same information on multiple occasions.

Further information about the way in which Ferny Fair Medical uses and discloses your personal information is set out in the next section.

Providing accurate and complete information is important for the safety, quality and effectiveness of the services we provide. It is also important to ensure you receive the correct entitlements to benefits and funding for the services we provide. If you provide incomplete or inaccurate information, we may not be able to provide you with the services and treatment you seek. If you have any concerns about personal information we have asked you to provide, please let us know.

When you check in at your appointments, we may ask you to identify yourself using your name, email, address and/or date of birth. This is required to ensure we have your correct file as some patients share the same names and birthdays.

You have the option of not identifying yourself, or using a pseudonym, when dealing with Ferny Fair Medical (for example, when making a general enquiry). However, it is usually not practicable for Ferny Fair Medical to deal with you anonymously or pseudonymously on an ongoing basis (for example, as a patient of a GP consulting from a Ferny Fair Medical clinic).

How does Ferny Fair Medical use and disclose your personal information?

We use and disclose personal information about you so that we can perform our business activities and functions and to provide the best possible quality of service to you. We use and disclose your personal information for the following purposes:

  • to provide you with requested services (including contacting you regarding appointments, issue reminders or arrange referrals);
  • to provide medical services and treatment to you, and to enable you to be attended by medical practitioners or other allied health professionals at our clinics; and
  • assist medical practitioners at our clinics to provide you with appropriate health care, treatment and services.

There are circumstances where we may be permitted or required by law to disclose your personal information to third parties. For example, to Medicare, Police, insurers, solicitors, government regulatory bodies, tribunals, courts of law, hospitals, debt collection agents, the electronic transfer of prescriptions service or to the MyHealth record system.

It may also be shared with other healthcare professionals involved in your care and other persons involved in your care.

Generally, this will only happen in ways you would reasonably expect or otherwise with your consent. For example, Ferny Fair Medical may disclose your personal information to your GP or to a medical specialist involved in your care; to a hospital or aged care facility if you are referred for respite or higher levels of care; or to other healthcare professionals who are involved in your care such as nurses, occupational therapists, pharmacists, physiotherapists, podiatrists, dentists and the ambulance service.

In certain situations, and as permitted by law, we may provide collect, use or disclose personal information without your consent. These situations include:

  • lessening or preventing a serious threat to the life, health or safety of an individual, or to public health and safety;
  • taking appropriate action in relation to suspected unlawful activity or serious misconduct;
  • assisting in locating a missing person;
  • establishing, exercising or defending an equitable claim;
  • for the purpose of a confidential dispute resolution process;
  • when there is a statutory requirement to do so; or
  • during the course of providing medical services through electronic transfer of prescriptions or the MyHealth Record / PCEHR system (i.e. Shared Health Summary, Event Summary).

Contractors and other service providers

Ferny Fair Medical sometimes engages third parties to perform services on our behalf and we may use and disclose personal information to facilitate these arrangements. This may include specialist care services, allied health services, and general domestic and personal care services. We may also contract other organisations to perform services on our behalf, for example, to undertake customer satisfaction surveys, IT and practice supplier services.

Third parties to whom we have disclosed your personal information may contact you directly to let you know they have collected your personal information and to give you information about their privacy policies.

Administration and management

Ferny Fair Medical will also use and disclose your personal information in the ordinary course of our business including for a range of administrative, management and operational purposes.

This includes:

  • administering billing, payments and debt recovery;
  • liaising with, and reporting to, government agencies in the administration of particular funding programs;
  • administering subsidies and benefits to which you may be entitled from government agencies and other third-party payers (such as Centrelink, Medicare, Department of Social Services, Department of Veterans Affairs, and other government agencies responsible for primary care services);
  • planning, managing, measuring and monitoring and evaluating our services;
  • safety and quality assurance and improvement activities;
  • statistical analysis and reporting;
  • training staff, contractors and other workers;
  • risk management and management of legal liabilities and claims (for example, liaising with insurers and legal representatives);
  • meeting our obligations of notification to our medical defence organisations or insurers;
  • responding to your enquiries and complaints;
  • updating our records and keeping your contact details up to date;
  • obtaining advice from consultants and other professional advisers;
  • responding to subpoenas and other legal orders and obligations; And
  • otherwise complying with applicable laws.

Does Ferny Fair Medical use or disclose your personal information for direct marketing?

If you are a patient of a GP consulting from a Ferny Fair Medical clinic, we require your updated contact details as a safety measure for important appointment reminders and recalls. No private healthcare information regarding your individual circumstances or test results will be disclosed in these communications.

From time to time, we may also contact you regarding important healthcare news and announcements, or to notify you of changes at your clinic, such as opening hours, or doctors and healthcare services. This is only done with your consent. If you do not want to receive direct marketing communications or wish to change your preferences, please contact your local clinic directly.

Ferny Fair Medical does not provide your personal information to other organisations for their direct marketing.

Does Ferny Fair Medical disclose your personal information overseas?

Ferny Fair Medical does not typically or routinely disclose personal information to overseas recipients.

Unless we have your consent, or an exception under the Australian Privacy Principles applies, we will only disclose your personal information to overseas recipients where we have taken reasonable steps to ensure that the overseas recipient does not breach the Australian Privacy Principles in relation to your personal information.

How can you access or seek correction of your personal information?

Generally, if you would like further information about the care or services you have received from Ferny Fair Medical, you may ask your doctor or call our reception team. Please do not use our websites or social media pages to request personal information or seek changes to your personal information. However, you have the right to request access to personal information Ferny Fair Medical holds about you at any time. To request access to your personal information, please contact your local clinic directly.

There are no charges for requesting access (or correction) of your personal information except where the volume of information we hold is excessively large when we may charge a reasonable administration fee (including fees for photocopying).

Where the person requesting access is an authorised representative of the person about whom the information relates (such as an attorney or guardian), we will ask the representative to provide evidence of their authority (such as a copy of an Enduring Power of Attorney) where we do not already hold that information.

In certain circumstances, your request to access your personal information may be declined in accordance with privacy laws (for example, where giving access would put you or another person at risk of harm).

Ferny Fair Medical will respond to your request to access within a reasonable period however, prior to disclosing any such information it will be necessary for you to satisfactorily verify your identify. If we decline your request for access, we will tell you the reasons for declining your request and inform you of your right to make a complaint. We may recover reasonable charges to provide you with access.

There are exceptional circumstances where access to or correction of your personal information may be refused by us such as where access would be unlawful. We will advise you of such circumstances should a circumstance arise.

We take reasonable steps to ensure that your personal information is accurate, up-to-date and complete. You can help us do this by letting us know if you notice errors or discrepancies in information we hold about you and also letting us know if any of your personal details change.

If you consider personal information we hold about you is inaccurate, out-of-date, incomplete or irrelevant, you have a right to request we correct the information. It is sometimes not possible for us to make changes to personal information we hold about you (such as your healthcare records). In that circumstance, you may be entitled to request that we associate a statement with your information and you may have a right to make a complaint.

How long will Ferny Fair Medical hold your personal information?

Ferny Fair Medical will hold your personal information until it is no longer needed. Generally, if you are a patient, your personal information will be held for a minimum of 7 years from the date of last entry in your record (in the case of children, the record is kept until the patient attains or would have attained 25 years of age). This complies with Ferny Fair Medical’s legal requirements to maintain such records.

You may request your medical records be transferred to an alternate GP. A signed record request is required. Please contact your local clinic directly for details.

Information that is no longer needed, or required to be held by law, will be securely destroyed or de-identified.

How is your personal information handled on our websites?

You may visit our website (at https://fernyfairmedicalcentre.com.au) without identifying yourself. If you identify yourself (for example, by providing your contact details in an enquiry), any personal information you provide to Ferny Fair Medical will be managed in accordance with this Policy.

Ferny Fair Medical websites use cookies. A ‘cookie’ is a small file stored on your computer’s browser, which assists in managing customised settings of the website and delivering content. We collect certain information such as your device type, browser type, IP address, pages you accessed on our website and on third-party websites. You are not identifiable from such information. Ferny Fair Medical uses third-party services (such as Google Analytics) to undertake demographic analysis of visitors to our website. From time to time we may contact you for feedback and also for the purpose of reminding you of required appointments e.g. annual check-ups.

You may refuse to accept cookies by selecting the appropriate setting on your internet browser but if you do this you may not be able to use the full functionality of our websites.

Users of our websites and social media pages are encouraged against sending personal information via the internet.

For your convenience and to improve the usage of the websites and services we may insert links to third-party websites, applications or resources, for which this Policy does not apply.

Ferny Fair Medical is not responsible for those third party websites, applications or resources. If you access such websites, applications or resources, you do so at your own risk and we make no representations or warranties regarding third parties’ privacy practices. We encourage you to read the privacy statements/policies of every website, application or resource you use.

When we do link to a third party website, application or resource, this does not automatically imply that Ferny Fair Medical endorses that website, application, resource and their contents.

Our Policy does not cover the use of cookies by any third parties.

How can you make a complaint about the handling of your personal information?

You may contact Ferny Fair Medical at any time if you have any questions or concerns about this Policy or about the way in which your personal information has been handled including the collection, use, disposal or destruction of your personal information. If you have a complaint about the privacy of your personal information (including complaints about our use of the MyHealth record system), we request that you contact us in writing.

You may make a complaint about privacy to the Privacy Officer at the contact details set out below.

The Privacy Officer will first consider your complaint to determine whether there are simple or immediate steps which can be taken to resolve the complaint. We will generally respond to your complaint within 14 days. If your complaint requires more detailed consideration or investigation, we will acknowledge receipt of your complaint within a week and endeavour to complete our investigation into your complaint promptly.

We may ask you to provide further information about your complaint and the outcome you are seeking. We will then typically gather relevant facts, locate and review relevant documents and speak with individuals involved.

In most cases, we will investigate and respond to a complaint within 30 days. If the matter is more complex or our investigation may take longer, we will let you know.

If you are not satisfied with our response to your complaint, you are entitled to make a complaint to the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner can be contacted by telephone on 1300 363 992. Full contact details for the Office of the Australian Information Commissioner can be found online at www.oaic.gov.au.

 

How are changes to this Policy made?

This Policy may be reviewed or amended from time to time. The latest version will apply to your personal information held by us at that time. You can access the most up to date copy of this policy by visiting our website (www.fernyfairmedical.com.au).

How can you contact Ferny Fair Medical?

The contact details for Ferny Fair Medical are:

Mail and Street Address:

Ferny Fair Medical 12/170 Patricks Road, Ferny Fair Qld 4055

Email: [email protected]

Definitions:

In this document, the following terms have these meanings:

  • Ferny Fair Medicalweus or our means Ellis Darnoc Alleram Services (ABN 13008245230) and its related bodies corporate;
  • GP means a general medical practitioner;
  • personal information has the meaning given to it in the Privacy Act which, in general terms, means any information that can be used to identify you;
  • Policy means this privacy policy as amended from time to time; and
  • you or your means any individual about whom we collect personal information or anyone acting on their behalf or with their implied authority.

This Policy was last updated in April 2024 and will be reviewed from time to time to take account of new laws and/or changes to our operations. Any information we hold about you will be governed by our current policy. We recommend that you periodically review this policy for any changes.  Next review due April 2025.