Total Wellness Health Privacy Policy
Current as of: 01/01/2024


This privacy policy is to provide information to you, our patient, on how your personal information (which includes your health information) is collected and used within our practice, and the circumstances in which we may share it with third parties.

Why and when your consent is necessary ?

When you register as a patient of our practice, you provide consent for our GPs and practice staff to access and use your personal information so they can provide you with the best possible healthcare. Only staff who need to see your personal information will have access to it. If we need to use your information for anything else, we will seek additional consent from you to do this.

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

Our practice will need to collect your personal information to provide healthcare services to you. Our main purpose for collecting, using, holding and sharing your personal information is to manage your health. We also use it for directly related business activities, such as financial claims and payments, practice audits and accreditation, and business processes (e.g. staff training).

What personal information do we collect?

The information we will collect about you includes your:
- names, date of birth, addresses, contact details
-Medical information including medical history, medications, allergies, adverse events, immunisations, social history, family history and risk factors
- Medicare number (where available) for identification and claiming purposes
- Healthcare identifiers
- Health fund details.

Dealing with us anonymously

You have the right to 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.

How do we collect your personal information?

Our practice may collect your personal information in several different ways.

When you make your first appointment our practice staff will collect your personal and demographic information via your registration.

During the course of providing medical services, we may collect further personal information.

Information can also be collected through electronic transfer of prescriptions (eTP), My Health Record, eg via Shared Health Summary, Event Summary.

We may also collect your personal information when you, send us an email, 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. Often this is because it is not practical or reasonable to collect it from you directly. This may include information from:

- 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 (as necessary).

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

We sometimes share your personal information:

- With third parties who work with our practice 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

- When it is required or authorised by law (eg 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 there is a statutory requirement to share certain personal information (eg some diseases require mandatory notification)

- During the course of providing medical services, through eTP, My Health Record (eg via Shared Health Summary, Event Summary).

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

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

Our practice will not use your personal information for marketing any of our 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 our practice in writing.

Our practice may use your personal information to improve the quality of the services we offer to our patients through research and analysis of our patient data.

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

How do we store and protect your personal information?

Your personal information may be stored at our practice in various forms. We use electronic health records for your health information. Any paper based referrals are scanned into your personal electronic file.

Our practice stores all personal information securely. We manage this by;

- All patient files are stored electronically on a secure server located in the clinic and a backup is taken offsite,

- All Clinic Pc’s are password protected and if left unattended will revert to the login screen,

- We use antivirus and VPN’s on all clinic PC’s for security.

How can you access and correct your personal information at our practice?

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

Our practice acknowledges patients may request access to their medical records. We require you to put this request in writing and emailed to or delivered to our practice at 113 Military Road, Avondale Heights 3034 and our practice will respond within a reasonable time (30 days).

Our practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. From time to time, we will ask you to verify that your personal information held by our practice is correct and current. You may also request that we correct or update your information, and you should make such requests in writing to Mr. Trent Rossendell at

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

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have in writing and address to Total Wellness Health, 113 Military Road, Avondale Heights 3034. Alternatively you can use our email address, We will then attempt to resolve the situation in 30 days in accordance with our resolution procedure. If you require more information you can call the clinic on 03 9378 2723.

You may also contact the OAIC. Generally, the OAIC will require you to give them time to respond before they will investigate. For further information visit or call the OAIC on 1300 363 992.

Policy review statement

This policy will be reviewed regularly to ensure it reflects the current processes and procedures of Total Wellness Health and current legislation requirements. A notification will be placed on the clinic website at
Our practice is mindful that even if patients have provided electronic contact details, they may not be proficient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS). Communication with patients via electronic means is conducted with appropriate regard to privacy.
A suggestion box is located in the main waiting area. We will be very happy to hear your comments and suggestions as to how we can better our service to you.
All tests and results (including pathology results, diagnostic imaging reports, investigation reports and clinical correspondence received) must be reviewed, indicated with an action statement and acted on in a timely manner by the GP and incorporated into the patient health record. Our practice has a system in place to follow up tests and results, reports and clinical correspondence where there is concern about the significance of the test or result. This also includes tests or referrals ordered for the patient. This forms part of our Recall and Reminder system. In our practice it is the GP’s responsibility to identify and flag patients of concern.
‘Social media’ is defined as online social networks used to disseminate information through online interaction. Regardless of whether social media is used for business related activity or for personal reasons, the following standards apply to members of our practice team, including general practitioners. Practitioners and team members are legally responsible for their postings online. Practitioners and team members may be subject to liability and disciplinary action including termination of employment or contract if their posts are found to be in breach of this policy.
Patient Satisfaction affects health outcomes and this Practice acknowledges that patient complaints are an important source of customer feedback. Under the Health Services (Conciliation and Review) Act 1987 people with complaints should try to resolve them directly with the health service provider. If a satisfactory outcome is not achieved then the complaint can go directly to the Health Complaints Commissioner for action. The public may also call the office of the Health Services Commissioner at any time concerning a query or to report one. The phone number for the Commissioner’s department is 1300 582 113.
For afterhours* medical care, please call Hello Home Doctor on 134 100 or book online via their website. *Afterhours care is between 6pm - 8am Mon to Fri and from 1pm Sat - 8am the following Mon