Privacy & Confidentiality Policy

Policy Name Privacy Policy – Patients
Policy Number IVL004
Version No 1
Effective Date 15/04/2026
Prepared By Marie Searle, Business Manager
Approved By Dr Aanchal Gupta (Director)

Policy

The purpose of this policy is to provide you and our patients, with clear information on how your personal information is collected and used within the clinic. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.

Scope

This policy applies to all healthcare professionals, employees of IVISION LASER and patients.

Who can I contact about this policy?

For enquiries concerning this policy, you can contact:

Marie Searle

Business Manager

E: marie@ivisionlaser.com.au

T: 08 7082 2066

When and why is your consent necessary?

When you register as a patient of this clinic, you provide consent for the GPs and clinic staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to clinic team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.

It is important to us that as our patient, you understand why we collect and use your personal information.

By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.

Why do we collect, use, store, and share your personal information? 

The clinic collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as clinic audits, accreditation purposes, and staff training to maintain high-quality service standards.

What personal information is collected? 

The information we will collect about you includes your:

  • names, date of birth, residential addresses, postal address, email address, phone numbers, contact details
  • Occupation
  • Next of Kin Details
  • medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors
  • Medical team details (including Optometrist, General Practitioner, Medical Specialist) and referrals
  • Medicare number (where available) for identification and claiming purposes
  • Private Health fund details (where available) for identification and claiming purposes
  • Healthcare identifier numbers

Can you deal with us anonymously? 

You can deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals. However, payment in full for all consultations and surgical procedures is required in full up front and it is the responsibility of the patient to then claim from the relevant financial institution (e.g. Medicare, private health fund, insurer, etc).

How is personal information collected?

The clinic may collect your personal information in several different ways:

  • When you make your first appointment, the clinic team will collect your personal and demographic information via your registration.
  • We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment, or communicate with us using social media.

In some circumstances, personal information may also be collected from other sources, including:

  • Your guardian or responsible person.
  • Other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services, and pathology and diagnostic imaging services.
  • Your health fund, Medicare, or the Department of Veterans’ Affairs (if relevant).
  • While providing medical services, further personal information may be collected via:
    • electronic prescribing
    • online appointments

Various types of images may be collected and used, including:

  • Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.
  • IPADS or mobile phone devices: For the purpose of taking of photos of the face / shoulder region for the purpose of identification in clinical records.

When, why and with whom do we share your personal information?

We sometimes share your personal information:

  • with third parties for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
  • with other healthcare providers (e.g. In referral letters)
  • when it is required or authorised by law (e.g. court subpoenas)
  • when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
  • to assist in locating a missing person
  • to establish, exercise or defend an equitable claim
  • for the purpose of confidential dispute resolution process
  •  when it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
  • when it is provision of medical services, through electronic prescribing

Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the clinic will not share personal information with any third party without your consent.

We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

Will your information be used for marketing purposes? 

The clinic will not use your personal information for marketing any goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying the clinic in writing.

How is your information used to improve services?

The clinic may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the clinic team or other healthcare professionals.

We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.

At times, general clinics are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our clinic team to participate in research. Researchers will not approach you directly without your express consent having been provided to the clinic. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.

How are document automation technologies used? 

Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.

The clinic uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information.

These document automation technologies are used through secure medical software via Xestro.

All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the clinic team.

The clinic complies with the Australian privacy legislation and APPs to protect your information.

All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance.

How are Artificial Intelligence (AI) Scribes used? 

The clinic uses an AI scribe tool to support healthcare providers (specialists, optometrist, ophthalmic technicians) take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The clinic AI scribe service isHeidi.

  • Heidi does not share information outside of Australia
  • Heidi destroys / saves the audio file once the transcription is complete in Xestro.
  • Heidi retains sensitive, personal identifying information as part of the transcription

The clinic will only use data from our digital scribe service to provide healthcare to you.

How is your personal information stored and protected? 

Your personal information may be stored in various forms such as:

  • Electronic records
  • Paper records (admission forms)
  • Visual records (e.g. scans, videos and photos)

The clinic stores all personal information securely electronic in accordance with OAIC and Australian Privacy Principal requirements. It is a condition of employment that all staff comply with IVISION LASER’s confidentiality policy. Passwords for system access, Xestro are not permitted to be shared with any other employee or third party.

How can you access and correct your personal information at the clinic? 

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

The clinic acknowledges patients may request access to their medical records. Request to access medical records but be done so in writing and can be emailed to info@invisionlaser.com.au. The request must include:

  • Full Name (as registered with Medicare)
  • DOB
  • Address
  • Email Address
  • Reason for requesting access

Fees may apply for the costs incurred of complying with the request and are required to be paid in full before access will be given).

The clinic will respond to any requests to access or correct your personal information within 5 business days (excluding public holidays).

The clinic will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the clinic is correct and current using a minimum of three identifiers (e.g. Name, DOB, part of the residential address, last 4 digits of mobile number, Medicare card number). You may request we correct or update your information.To do this please contact via email to info@ivisionlaser.com.au.

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

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have. We will then attempt to resolve it in accordance with the resolution procedure.

Complaints are to be provided in writing and emailed to info@ivisionlaser.com.au or via post by mailing to:

Business Manager

Suite 2/176 Fullarton Road

Dulwich SA 5065

Complaints must include:

  • Patient Full Name
  • DOB
  • Address
  • Phone Number
  • Specific information regarding the complaint

All complaints will be responded to within 5 business days (excluding public holidays).

If you do not feel we have resolved your issue You may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate. For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on
1300 363 992.

How is privacy on the website maintained?

The collection of personal information may be collected via our website or social media and the use of website analytics, cookies, etc. At IVISION LASER any personal information collected is handled securely and confidentially. This clinic uses analytics and cookies.

Review

This policy will be reviewed annually or as required to reflect changes in legislation to ensure compliance with current obligations.

If any changes are made:

  • They will be reflected on the website.
  • Significant changes may be communicated directly to patients via email or other means.

Please check the policy periodically for updates on our website (www.ivisionlaser.com.au). If you have any questions, feel free to contact us.