Privacy & Communication

Coogee Family Medical Centre (CFMC) is committed to protecting your privacy and ensuring safe, accurate, and efficient communication with all patients.

We manage all personal information in accordance with Australian privacy legislation and the Royal Australian College of General Practitioners Standards, ensuring confidentiality, security, and continuity of care.

Why and When Your Consent Is Needed

When you register with CFMC (in person, by phone, or via online platforms), you provide consent for our doctors and staff to access and use your personal information to deliver safe and effective healthcare.

We only access information necessary for your care. If your information is required for any other purpose, we will seek additional consent unless legally required.

We collect your personal information to:

• Provide healthcare services
• Manage your ongoing medical care
• Process financial claims and payments
• Support practice audits and accreditation
• Improve service quality and staff training

We may collect:

• Name, date of birth, address, and contact details
• Medical history, medications, allergies, immunisations, and risk factors
• Medicare number and healthcare identifiers
• Private health fund and DVA details (if applicable)

You may choose to remain anonymous or use a pseudonym, unless it is impractical or legally required to identify you.

We collect information when you:

• Register as a patient
• Attend consultations
• Use our website, phone, SMS, email, or online booking system
• Access electronic services such as My Health Record

We may also receive information from:

• Other healthcare providers (specialists, hospitals, allied health)
• Pathology and imaging services
• Medicare, health funds, or Department of Veterans’ Affairs
• Your guardian or authorised representative

We may share your information:

• With healthcare providers involved in your care
• With authorised third-party service providers (e.g. IT or accreditation services)
• When required or authorised by law
• To reduce serious risks to health or safety
• For mandatory disease notifications
• Through secure electronic systems such as eTP or My Health Record

We will never share your information without consent, unless required by law.

We do not send your information overseas unless legally permitted and with your consent.

We do not use your information for direct marketing without your express permission.

De-identified data may be used for quality improvement and population health research.

Your information is stored securely in:

• Electronic medical records hosted on Australian-based secure servers
• Limited hard copy records (where required)

Access is restricted to authorised staff only. All staff are bound by strict confidentiality obligations.

You have the right to access and request correction of your health records.

To request access:

• Submit a written request (email or reception)
• Provide valid photo identification
• Allow up to 15 business days for processing

To update your information, contact:
📧 reception@coofeefamilymedical.com.au
📞 0466 313 771

We take privacy concerns seriously and aim to resolve them promptly.

To lodge a complaint:

• Email: cfmc@coogeefamilymedical.com.au
• Phone: 0466 313 771 (Practice Manager)

We will respond within 15 business days.

If you are not satisfied, you may contact:

Office of the Australian Information Commissioner (OAIC)
🌐 www.oaic.gov.au
📞 1300 363 992

CFMC ensures all telephone and electronic communications are managed safely, securely, and efficiently.

To protect your privacy, we may ask you to confirm:

• Full name
• Date of birth
• Address or contact details
• Medicare or healthcare identifier

• Calls may be assessed for urgency
• Urgent matters are prioritised and escalated to clinical staff
• Calls may be placed on hold during busy periods

For emergencies, call 000 immediately.

All telephone interactions are documented, including:

• Date and time
• Reason for contact
• Advice provided
• Staff member involved
• Follow-up actions

Due to privacy risks:

• Email is used for non-urgent communication only
• All emails include confidentiality notices
• Urgent matters must be handled by phone

For more information about our privacy, telephone, or communication policies,
please speak with our reception team.