Privacy Policy


We are committed to protecting the privacy of patient information and to handling your personal information in a
responsible manner in accordance with the Privacy Act 1988 (Cth), the Privacy Amendment (Enhancing Privacy
Protection) Act 2012, the Australian Privacy Principles and relevant State and Territory privacy legislation (referred to
as privacy legislation).

This Privacy Policy explains how we collect, use and disclose your personal information, how you may access that
information and how you may seek the correction of any information. It also explains how you may make a complaint
about a breach of privacy legislation.

This Privacy Policy is current from 5/3/2024 and is reviewed annually. From time to time we may make changes to our
policy, processes and systems in relation to how we handle your personal information. We will update this Privacy
Policy to reflect any changes. Those changes will be available on our website and in the practice.


We collect information that is necessary and relevant to provide you with medical care and treatment and manage our
medical practice. This information may include your name, address, date of birth, gender, health information, family
history, credit card and direct debit details and contact details. This information may be stored on our computer
medical records system and/or in handwritten medical records.

Wherever practicable we will only collect information from you personally. However, we may also need to collect
information from other sources such as treating specialists, radiologists, pathologists, hospitals, other health care
providers, and the My Health Record system.

We collect information in various ways, such as over the phone, in writing, in person in our clinic, hospital and mobile
sites , or over the internet or videoconferencing if you transact with us online or engage in telehealth. This information
may be collected by medical and non-medical staff.

In emergency situations we may also need to collect information from your relatives or friends.

We may be required by law to retain medical records for certain periods of time depending on your age at the time we
provide services.

Use and Disclosure

We will treat your personal information as strictly private and confidential. We will only use or disclose it for purposes
directly related to your care and treatment, or in ways that you would reasonably expect that we may use it for your
ongoing care and treatment. For example, the disclosure of blood test results to your specialist or requests for x-rays.

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 My Health Record system.
We may also from time to time provide statistical data to third parties for research purposes.

We may disclose information about you to outside contractors to carry out activities on our behalf such as an IT
service provider, solicitor or debt collection agent. We impose security and confidentiality requirements on how they
handle your personal information. Outside contractors are required not to use information about you for any purpose
except for those activities we have asked them to perform.

Data Quality and Security

We will take reasonable steps to ensure that your personal information is accurate, complete, up-to-date and relevant.
For this purpose our staff may ask you to confirm that your contact details are correct when you attend a consultation.
Being able to contact you is necessary to ensure we can deliver care to you. We request that you let us know if any of
the information we hold about you is incorrect or out-of-date.

Personal information that we hold is protected by:

  • securing our premises;
  • placing passwords and varying access levels on databases to limit access and protect electronic information
    from unauthorised interference, access, modification and disclosure; and
  • providing locked cabinets and rooms for the storage of physical records.

Where it is necessary to conduct a telehealth consultation from our doctors’ private premises they will take reasonable
steps to maintain a private and secure environment to conduct such consultations.


If you believe that the information we have about you is not accurate, complete or up to date, we ask that you contact
us in writing (see details below).


You are entitled to request access to your medical records. We request that you put your request in writing and we will
respond to it within a reasonable time.

There may be a fee for the administrative costs of retrieving and providing you with copies of your medical records.

We may deny access to your medical records in certain circumstances permitted by law, for example, if disclosure
may cause a serious threat to your health or safety. We will always tell you why access is denied and the options you
have to respond to our decision.


If you have a complaint about the privacy of your personal information (including complaints about our use of the My
Health Record system), we request that you contact us in writing. Upon receipt of a complaint we will consider the
details and attempt to resolve it in accordance with our complaints handling procedures.

If you are dissatisfied with our handling of a complaint or the outcome you may make an application to the Australian
Information Commissioner or the Privacy Commissioner in your State or Territory.

Overseas Transfer of Data

Flow Health & Flow Cardiac Diagnostics engage overseas based administration staff to assist with the delivery of your
healthcare. These staff are located in the Phillipines and are trained in Australian Privacy Principles and contractually
obligated to abide by the Privacy Act.


Please direct any queries, complaints, requests for access to medical records to:

The Practice Manager


Telephone number:  0756476001

 Mail: 21/58 Riverwalk Ave Robina 4226

 Effective: 05/03/2024