limestone coast health hub

Effective Date: 9 September 2025

Next Review Date: 9 September 2026

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1. Introduction & Scope Limestone Coast Health Hub (the “Practice”) is committed to respecting and protecting the privacy of patient information. This policy explains how we collect, store, use, disclose, and allow access to your personal and health information, in accordance with the RACGP Standards for general practices (5th edition, Core Standard 6.3) and the Australian Privacy Principles (APPs).

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2. Practice Identity & Contact Details

Practice Name: Limestone Coast Health Hub

Address: Mount Gambier, South Australia, 5290

Practice Manager: Monique Pearce

Registered Nurse: Kerry Welsford

Contact: reception@lchealthhub.com or 08 8723 9586

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3. Types of Information Collected

We collect:

• Personal data: name, date of birth, contact details, next-of-kin, demographics (including Aboriginal and Torres Strait Islander status where relevant).

• Health data: medical history, consultation notes, test results, treatment plans, lifestyle risk factors.

• Administrative data: appointment records, billing details, referrals, and patient consents.

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4. How We Collect Information

• Directly from patients during consultations or forms.

• From third parties (e.g., specialists, hospitals) with consent or as required by law.

• All information is collected lawfully and securely.

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5. Purpose of Collection, Use & Disclosure We use information to:

• Provide safe, high-quality healthcare.

• Facilitate billing and administration.

• Communicate with other healthcare providers (with consent or legal obligation).

• Meet legal obligations (e.g., mandatory reporting).

• Support quality improvement, teaching, or research (only with consent).

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6. Electronic Medical Records (EMS) & Software Systems
• Our primary Electronic Medical System (EMS) is Best Practice.
• We also use Medi2Apps for patient communication, online bookings, payments and support.
• All systems have secure logins, audit trails, and are reviewed quarterly for compliance.
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7. Storage & Security
We protect patient information by:
• Secure electronic systems with encryption and password protection.
• Controlled staff access based on role and responsibility.
• Secure physical storage for paper records.
• Regular backup and monitoring systems.
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8. Staff Responsibilities & Confidentiality
• All staff must sign a confidentiality agreement before commencing employment.
• Patient information must only be accessed for legitimate work-related purposes.
• Any breach of confidentiality or misconduct relating to patient privacy may result in instant dismissal.
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9. Access & Correction
Patients have the right to:
• Request access to their medical records.
• Request corrections to ensure accuracy.
Requests will be addressed within 30 days, in line with APPs and RACGP requirements.
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10. Retention & Destruction
Records are retained in compliance with legislative and professional standards. When no longer required, records are securely destroyed or de-identified. The practice has the right to request a fee for the transfer of a patient’s medical records to another practice. This fee is currently $30.00AUD and is subject to change upon review of our privacy policy.
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11. Complaints Process
If you have concerns about your privacy:
• Contact the Practice Manager
• Your complaint will be acknowledged and resolved within 30 days.
• If unresolved, you may contact the OAIC

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12. Policy Updates
This policy is reviewed quarterly or when legislation or RACGP standards change. Updated versions are available at reception and on our website.
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13. Consent
Use of our services implies consent to this Privacy Policy. Additional written consent will be obtained for special uses, such as research or disclosures outside normal care.

Patient Rights and Responsibilities Policy
Limestone Coast Health Hub (LCHH)
Effective Date: 15/09/2025
Review Date: 15/09/2027
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1. Purpose
To outline the rights and responsibilities of patients accessing care at Limestone Coast Health Hub (LCHH), in accordance with the RACGP 5th Edition Standards, Australian Privacy Principles, and the principles of respectful, safe, and person-centred care.
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2. Scope
This policy applies to all patients of LCHH, including those accessing care in-person, via telehealth, or through other means. It also guides staff in supporting patients’ rights and expectations.
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3. Patient Rights
At Limestone Coast Health Hub, every patient has the right to:
3.1 Respectful, Inclusive Care
• Be treated with dignity, respect, and without discrimination, regardless of age, gender identity, sexual orientation, cultural background, religion, disability, or socioeconomic status.
• Have their preferred name, pronouns, gender identity and variations of sex characteristics acknowledged and respectfully recorded in their patient record.
3.2 Privacy and Confidentiality
• Expect that their personal information, health details, and interactions with the practice are kept confidential and managed in accordance with the Privacy Act 1988 and Australian Privacy Principles.
• Access their own health information on request, subject to applicable laws and practice policies.
3.3 Safe and Quality Care
• Receive evidence-based, best-practice medical care in a safe and welcoming environment.
• Ask questions about their treatment and receive information in a way that is understandable and culturally appropriate.
3.4 Informed Consent and Choice
• Be involved in decisions about their care and treatment.
• Provide informed consent before any examination, test, treatment, or referral is made.
• Refuse or withdraw consent at any stage.

3.5 Continuity and Preferred Clinician
• Request a specific clinician or practitioner they feel comfortable with. While LCHH will make all reasonable efforts to accommodate such requests, this may depend on staff availability and clinical need.
3.6 Access to Health Records and Transfers
• Request a copy of their medical records or for them to be transferred to another provider.
• Understand that a reasonable administrative fee may apply for the time, printing, and postage involved in transferring medical records.
• Be informed of any associated costs prior to the transfer.
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4. Patient Responsibilities
To help us provide high-quality, timely, and safe care, patients are expected to:
4.1 Respectful Behaviour
• Treat staff, practitioners, and other patients with respect and courtesy.
• Not engage in any abusive, threatening, or discriminatory behaviour. The practice has a zero-tolerance approach to aggressive or violent behaviour.
4.2 Accurate Information
• Provide honest and complete information about their health history, medications, allergies, and lifestyle factors.
• Keep personal details up to date, including preferred name, gender identity, emergency contact, and Medicare status.
4.3 Appointments and Attendance
• Attend scheduled appointments on time.
• Provide adequate notice (at least 2 hours, where possible) if unable to attend.
• Understand that missed appointments may incur a fee in accordance with the practice’s cancellation policy.
4.4 Follow Clinical Advice
• Follow agreed treatment plans, including medication instructions and referrals.
• Ask questions if anything is unclear or if they wish to seek alternatives.
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5. Health Records – Use, Access and Transfers
LCHH keeps a secure and confidential medical record for every patient.

• Health records are used for direct clinical care, administrative purposes, quality improvement, and meeting legal obligations.
• Records may be accessed by LCHH staff involved in the patient’s care under strict confidentiality agreements.
• Patients may request access to their records or request a transfer to another provider.
• A reasonable fee may be charged for transferring records to cover administrative costs. Patients will be advised of this fee at the time of the request.
• All requests must be made in writing and signed by the patient (or legal guardian).
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6. Inclusion and Gender Affirmation
LCHH is committed to inclusive care for all patients, including trans, non-binary, intersex, and gender-diverse individuals.
• Staff are trained to use preferred names, pronouns, and affirmed gender identities.
• Patient records can be updated to reflect a person’s lived gender and preferred form of address.
• Any concerns regarding gender affirmation or discrimination can be raised confidentially with the Practice Manager.
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7. Feedback and Complaints
Patients are encouraged to provide feedback on their experience—positive or negative.
• Feedback can be provided through the website.
• Formal complaints can be made in writing to the Practice Manager.
• Patients can escalate unresolved complaints to the Health and Community Services Complaints Commissioner (HCSCC) of South Australia.
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8. Policy Availability
This policy is available:
• On our practice website
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9. Review and Updates
This policy will be reviewed every two years or earlier if legislative or regulatory changes occur.

Social Media Policy
Limestone Coast Health Hub
Effective Date: 17/09/2025
Review Date: 17/09/2027
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1. Purpose
This social media Policy supports Limestone Coast Health Hub’s commitment to professionalism, respectful communication, information privacy, and maintaining a positive public image. The purpose is to provide clear guidance for staff on appropriate use of social media, both personally and professionally, in accordance with the RACGP Standards 5th Edition and Australian Privacy Principles.
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2. Scope
This policy applies to:
• All clinical, administrative, and support staff, whether permanent, temporary, or contracted
• All social media platforms, including but not limited to Facebook, Instagram, LinkedIn, Twitter, YouTube, and online forums
• All content posted or shared on behalf of the practice or that could reasonably be connected to the practice
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3. Principles
In alignment with RACGP 5th Edition Standards, Limestone Coast Health Hub is committed to:
• Protecting patient privacy and confidentiality (C3.1)
• Promoting respectful and inclusive communication (C1.1, C2.1)
• Maintaining safe, secure, and ethical operations (C3.2)
• Preventing reputational risk to the practice, staff, and patients
• Using social media as a tool for health promotion, community engagement, and patient education, when appropriately managed
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4. Acceptable Use of Social Media
Official Practice Accounts
• All official social media communication must be managed or approved by the Practice Manager.
• Content shared must be accurate, respectful, culturally appropriate, and in the best interest of the patients and the community.
• Posts should avoid giving individual health advice and instead focus on general health education, clinic updates, programs, and community health events.

• No patient-identifiable information is to be shared without written consent.
• All media, including photos and videos involving staff or patients, must have documented permission before posting.
Personal Social Media Use
Staff must:
• Maintain patient confidentiality at all times, both during and outside of working hours
• Avoid posting content that could reflect poorly on the practice or create a conflict of interest
• Not discuss work-related matters, staff issues, patient interactions, or clinical outcomes online
• Refrain from identifying themselves as representatives of the practice without prior approval
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5. Privacy and Confidentiality (Aligned with C3.1)
• Staff must never disclose patient information on social media, even in anonymous or disguised forms.
• Posting or sharing images of patient records, consultations, or patient interactions is strictly prohibited.
• All online interactions with patients must remain professional, and clinical advice should not be provided through social media.
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6. Professionalism and Respect (Aligned with C1.1 and C2.1)
• All online communications must be non-discriminatory, inclusive, and culturally sensitive.
• Hate speech, bullying, harassment, or discriminatory remarks – whether about patients, staff, or the broader community – will not be tolerated.
• Staff must behave ethically online and uphold the reputation of the practice and healthcare profession.
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7. Responding to Comments and Complaints (Aligned with C6.4)
• Negative or inappropriate comments received via social media must be escalated to the Practice Manager and responded to according to the Complaints Management Policy.
• Social media is not the forum for discussing complaints or resolving disputes. Patients should be directed to contact the clinic directly for resolution.
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8. Breaches of Policy
Breaches of this policy may result in:
• Disciplinary action, including warnings or termination of employment
• Mandatory retraining in privacy, confidentiality, or professional conduct
• Reporting to professional regulatory bodies (e.g., AHPRA) if a breach impacts patient safety or professional obligations
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9. Staff Responsibilities
All staff are responsible for:
• Understanding this policy and their obligations under the Privacy Act, AHPRA code of conduct, and RACGP standards
• Seeking guidance from management if unsure whether a post or online interaction is appropriate
• Reporting any suspected social media breaches or risks to the Practice Manager
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10. Policy Review
This policy will be reviewed 1-2 yearly or earlier if:
• Social media practices change significantly
• A breach or incident prompts review
• RACGP standards are updated