Privacy Policy
Current as of: 20 June 2026
Introduction
At Flagstone Family Practice, we are committed to protecting the privacy and confidentiality of your personal and health information. We recognise the importance of maintaining your trust and ensuring that your information is handled responsibly and securely.
This Privacy Policy explains how we collect, use, store, disclose, and protect your personal information in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs). It also outlines your rights to access and correct your personal information, as well as the process for making a privacy-related complaint.
All personal information collected by Flagstone Family Practice is treated as confidential and managed with the highest standards of privacy and security.
Why Your Consent Is Important
When you register as a patient with Flagstone Family Practice, you provide consent for our doctors, nurses, and authorised practice staff to collect, access, and use your personal information for the purpose of delivering safe, effective, and high-quality healthcare.
If we need to use your information for any purpose that is not directly related to your healthcare, we will seek your additional consent unless otherwise permitted or required by law.
Why We Collect, Use, Hold and Share Your Personal Information
We collect, use, retain, and share your personal information primarily to provide you with appropriate medical care and healthcare services.
Your information may also be used for purposes that support the operation of our practice, including:
Processing Medicare, DVA, WorkCover and health fund claims
Managing appointments and patient communications
Practice administration and quality improvement
Accreditation requirements
Staff education and training
Clinical audits
Legal and regulatory obligations
Business management activities related to healthcare delivery
We only collect information that is reasonably necessary to provide these services or to comply with applicable laws.
What Personal Information We Collect
Depending on the healthcare services you receive, we may collect information including:
Personal Details
Full name
Date of birth
Residential and postal address
Telephone numbers
Email address
Emergency contact details
Health Information
We may collect information relating to your health, including:
Medical history
Current and previous medical conditions
Medications
Allergies
Immunisations
Test results
Family medical history
Lifestyle and social history
Risk factors relevant to your healthcare
Specialist reports
Hospital correspondence
Diagnostic imaging and pathology reports
Government and Identification Information
Where applicable, we may also collect:
Medicare number
Individual Healthcare Identifier (IHI)
Department of Veterans' Affairs (DVA) details
Health fund information
WorkCover information
Other identifiers required to provide healthcare services or process claims.
Dealing with Us Anonymously or Using a Pseudonym
Where practical and permitted by law, you may choose to interact with Flagstone Family Practice anonymously or by using a pseudonym.
However, in many situations this may not be possible, particularly where identification is required to safely provide healthcare services, prescribe medication, make referrals, or process Medicare or health fund claims.
How We Collect Your Personal Information
We collect personal information in a variety of ways, including when:
You register as a new patient.
You book or attend an appointment.
You complete patient registration or medical history forms.
You communicate with us by telephone, email, SMS, or through our website.
You participate in telehealth consultations.
You provide updates to your medical information.
During the course of providing healthcare services, we may also receive information through:
My Health Record (where applicable)
Electronic prescribing systems
Shared Health Summaries
Event Summaries
Electronic referrals and correspondence
In some circumstances, we may collect information from third parties where it is impractical to collect it directly from you. These may include:
Your parent, guardian or authorised representative
Specialists
Hospitals
Allied health professionals
Community health services
Pathology providers
Diagnostic imaging providers
Medicare
Your health fund
Department of Veterans' Affairs
Other healthcare providers involved in your care
When, Why and With Whom We Share Your Personal Information
Flagstone Family Practice respects your privacy and will only share your personal information when it is necessary to provide your healthcare, where you have provided consent, or where disclosure is required or authorised by law.
Your personal information may be shared with:
Specialists and other medical practitioners involved in your care.
Allied health professionals.
Hospitals and healthcare facilities.
Pathology and diagnostic imaging providers.
Medicare, the Department of Veterans' Affairs (DVA), WorkCover, or your private health insurer where required for claims and payment processing.
Third-party service providers who assist with the operation of our practice, including information technology providers, accreditation agencies, and secure cloud hosting providers. These organisations are required to maintain the confidentiality and security of your information.
We may also disclose your personal information where required or permitted by law, including:
In response to a court order, subpoena, or other legal requirement.
To reduce or prevent a serious threat to an individual's life, health, or safety.
To assist in locating a missing person.
To establish, exercise, or defend a legal claim.
For mandatory public health reporting obligations.
As required by Commonwealth or State legislation.
Only authorised individuals who require access to your information to perform their duties will be permitted to access your personal information.
Except as outlined in this Privacy Policy or otherwise authorised by law, we will not disclose your personal information without your consent.
Overseas Disclosure
Flagstone Family Practice generally stores and manages patient information within Australia.
We do not routinely disclose your personal information to organisations located outside Australia. If overseas disclosure becomes necessary, we will obtain your consent unless the disclosure is otherwise permitted or required by Australian law.
Direct Marketing
Flagstone Family Practice will not use your personal information to send marketing communications without your express consent.
Where you have agreed to receive practice updates or health-related information, you may withdraw your consent at any time by contacting our practice.
Research, Quality Improvement and De-identified Information
To continually improve the quality and effectiveness of our healthcare services, Flagstone Family Practice may use de-identified patient information for purposes including:
Clinical quality improvement activities.
Practice accreditation.
Medical education and staff training.
Health service planning.
Population health research.
Reporting to Primary Health Networks or other authorised healthcare organisations.
All information used for these purposes is de-identified, meaning individual patients cannot be reasonably identified.
If identified patient information is required for research or another secondary purpose, we will obtain your express consent unless otherwise authorised by law.
You may advise our reception staff if you do not wish your de-identified information to be included in quality improvement or research activities where an opt-out option is available.
How We Store and Protect Your Personal Information
Flagstone Family Practice takes reasonable steps to protect your personal information from misuse, interference, loss, unauthorised access, modification, or disclosure.
Your information may be stored electronically and, where necessary, in paper records.
Our security measures include:
Secure electronic medical record systems.
Password-protected computer networks.
Restricted staff access based on job responsibilities.
Encrypted data transmission where appropriate.
Secure physical storage of paper records.
Locked premises and restricted access areas.
Staff confidentiality agreements and privacy training.
Regular security monitoring and system maintenance.
We take reasonable steps to ensure that the personal information we hold is accurate, complete, current, and relevant.
To assist us in maintaining accurate records, we encourage you to notify us promptly if your contact details or personal information change.
Accessing and Correcting Your Personal Information
Flagstone Family Practice recognises your right to access the personal information we hold about you and to request corrections where that information is inaccurate, incomplete, or out of date.
If you wish to access your medical records or personal information, please submit your request in writing using our Medical Records Request Form or by contacting our practice directly.
We will respond to your request within a reasonable timeframe and, where appropriate, provide access to your records within 30 days, subject to applicable legal requirements.
In some circumstances, an administrative fee may apply to cover the cost of locating, copying, and preparing extensive medical records.
There are situations where we may refuse access to your personal information, including where permitted by law, such as where providing access may pose a serious threat to the life, health, or safety of any individual or where another legal exception applies. If access is refused, we will explain the reasons for our decision and advise you of any available options for review or complaint.
To help ensure your records remain accurate, we encourage you to notify us promptly if your personal details, contact information, or medical information change.
Privacy Complaints
Flagstone Family Practice takes privacy concerns seriously and is committed to resolving complaints fairly and promptly.
If you believe your privacy has been breached or you have concerns about the way we have handled your personal information, please contact us in writing using the details below.
Email: reception@flagstonefamilypractice.com.au
Post:Flagstone Family PracticeShop 1/8-12 Wild Mint DrFlagstone QLD 4280Australia
Phone: +61 7 3338 8823
Upon receiving your complaint, we will investigate the matter and aim to respond within 30 days.
We value all patient feedback and will make every reasonable effort to resolve concerns promptly and professionally.
If you are not satisfied with our response, you may lodge a complaint with the relevant external authority.
Office of the Health Ombudsman (Queensland)PO Box 13281George Street QLD 4003
Website: https://www.oho.qld.gov.au
Phone: 133 OHO (133 646)
You may also contact the Office of the Australian Information Commissioner (OAIC) if you believe your privacy rights under the Privacy Act have been breached.
Website: https://www.oaic.gov.au
Phone: 1300 363 992
The OAIC generally expects you to first give the practice an opportunity to resolve your complaint before commencing an investigation.
Policy Updates
This Privacy Policy may be updated from time to time to reflect changes in legislation, healthcare practices, technology, or the services provided by Flagstone Family Practice.
The most current version of this Privacy Policy will always be available on our website and may also be obtained by contacting our practice.
We encourage patients to review this policy periodically to stay informed about how we manage and protect personal information.
Contact Us
If you have any questions regarding this Privacy Policy or the handling of your personal information, please contact:
Flagstone Family Practice
Address:Shop 1/8-12 Wild Mint DrFlagstone QLD 4280Australia
Phone: +61 7 3338 8823