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Communication Policy:

Shoalhaven Family Medical Practices
Current as of 27th May 2024

  1. Purpose
    Shoalhaven Family Medical Practices is committed to maintaining the confidentiality of all patient information in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the Royal Australian College of General Practitioners (RACGP) Standards 5th Edition. This policy outlines our obligations and procedures for protecting sensitive personal and health-related information.
  2. Scope
    This policy applies to all Shoalhaven Family Medical Practices employees, contractors, students, and volunteers who may access confidential information while performing their duties.
  3. Our Commitment to Confidentiality
    We uphold the following key principles:

    • Respect for patient privacy at all times, including during appointments, at the front desk, and when using or storing patient information.
    • Confidentiality of all information—spoken, written, or electronic—relating to patients, staff, and business operations.
    • Minimum necessary access: Information is only accessed by those who require it to deliver care or perform a specific role.
    • Secure handling of sensitive data, including proper disposal, secure email protocols, and password-protected systems.
  4. What Is Confidential Information?
    Confidential information includes, but is not limited to:

    • Patient medical records and histories
    • Personal demographic information (e.g. name, address, Medicare details)
    • Test results and specialist reports
    • Conversations between patients and healthcare staff
    • Employee or contractor information
    • Business-related data, including policies, financial records, and passwords
  5. How We Protect Confidentiality
    a. Physical and Electronic Security
    Medical records are stored electronically in a secure, password-protected clinical system.
    Staff access is tiered based on role and necessity.
    Physical documents (e.g., consent forms, referrals) are stored in locked cabinets when not in use and securely destroyed when no longer needed.
    b. Staff Obligations
    All staff sign a Confidentiality Agreement before beginning work.
    Staff receive training on privacy, confidentiality, and security during induction and at regular intervals.
    Any breach of confidentiality is taken seriously and may result in disciplinary action, including termination or referral to external authorities.
    c. Communication
    Conversations about patient care are held in private areas.
    Electronic communications containing sensitive information are encrypted.
    Telephone or in-person requests for patient information follow strict identity verification procedures.
  6. Sharing of Information
    We only share confidential information:

    • With patient consent (verbal or written)
    • When required or authorised by law (e.g. mandatory disease notification, subpoena)
    • To prevent a serious threat to a patient’s life, health or safety
    • Between treating health professionals involved in your care (under implied consent)
    • Where possible, patients are given the opportunity to consent before information is disclosed.
  7. Breaches of Confidentiality
    Any suspected or confirmed breach must be reported immediately to the Practice Manager or Privacy Officer. The incident will be investigated, documented, and handled in line with our incident response and notification procedures, which may include:

    • Notifying the patient(s) affected.
    • Notifying the Office of the Australian Information Commissioner (OAIC) where legally required
    • Staff retraining or disciplinary action.
    • Review and amendment of practice systems or policies.
  8. Staff Responsibilities
    All team members must:

    • Protect confidential information at all times.
    • Avoid discussing patient details in public or non-secure areas.
    • Log off clinical systems when not in use.
    • Seek guidance if uncertain about disclosure obligations.
  9. Policy Review and Access
    This policy is reviewed annually or earlier if required due to legislative or procedural changes. A current version is available:

    • On our practice intranet for staff
    • On request at reception or via our website for patients
  10. Contact for Questions or Concerns

If you have any questions or concerns about confidentiality at our practice, please contact the:
Practice Manager

Shoalhaven Family Medical Practices