Policies

Communication Policy:

The doctor will talk to you on the telephone where appropriate during normal hours.  When they are busy, a message will be taken and we will return your call as soon as possible.

Confidentiality and Privacy Policy:

In line with the National Privacy Principles – your medical record is a confidential document. It is the policy of this practice to maintain security of personal health information at all times and to ensure that this information is only available to authorized members of staff.

To ensure patient confidentiality, details of pathology and x-ray results cannot be revealed over the phone. Results and ongoing medical care are best discussed in consultation with the doctor.

Our Privacy Policy is available at the reception desk.

HotDoc Policy:

With the recent news about the ACCC taking legal action against another online booking provider due to alleged misuse of patient information and altering of reviews, we wanted to reassure all of our customers that HotDoc does not and will never sell patient information to third parties.

Due to the amount of press coverage, many patients are understandably concerned and seeking more information from practices on how their booking provider handles their information.

To help inform your patients about how we manage their data, we wanted to share the following tips:

We recommend sharing our public statement on your practice’s social media so that patients, who may be silent in their concerns, feel confident that their information and privacy has been maintained by HotDoc when making appointments.

Inform reception staff so they can confidently advise patients that by using HotDoc their information and privacy is maintained and HotDoc has never sold or misused patient information, nor engaged third parties for advertising purposes.

Advise patients to read our Patient Privacy Statement that can be found online or in-app that has a more detailed breakdown on how we do and do not use their information in clear language so as to be as transparent as possible. Some practices have even decided to include this in their newsletters.

Everything we do is underpinned by our vision: To improve the healthcare experience for everyone in Australia.

If you or your patients have any questions, please reach out to your Customer Success Manager or contact our Privacy team at privacy@hotdoc.com.au

Email Policy:

Our practice will only provide patients with information that is of a general, non-urgent nature related to their care by electronic means, but only where the general practitioner determines that communication by electronic means is suitable. We ask patients not to contact us by email.