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Privacy Policy

Patient Privacy Policy – Version 3

Greenacre Dental Surgery is committed to providing quality dental care while protecting the privacy and confidentiality of patient information. All team members must respect the confidentiality of information collected about patients’ health, treatment and personal circumstances.

1. Our Privacy Obligations

The practice complies with applicable Commonwealth, state and territory privacy laws and relevant professional requirements, including, where applicable, the Privacy Act 1988 (Cth), My Health Records Act 2012 (Cth), Healthcare Identifiers Act 2010 (Cth) and Health Records and Information Privacy Act 2002 (NSW). The practice follows the applicable Privacy Principles. A copy may be requested from reception. The practice also follows the Australian Dental Association’s Privacy and Confidentiality Policy Statement. Please ask a team member if you would like a copy.

2. Information Collected

To provide dental care and manage our services, we may collect and retain:

  • Personal and contact details, including name, address, date of birth, telephone number, email address and next-of-kin details,
  • Health fund, insurer and relevant Medicare details, including a Medicare individual healthcare identifier where required,
  • Dental history, medical history, medication information and other relevant health information,
  • Clinical notes, treatment plans, referrals and correspondence,
  • Dental X-rays, photographs, images and other electronic records relating to dental health and treatment, and/or
  • Reports, test results and other information received from dental, medical or allied health providers.

3. How Information Is Collected

We generally collect information directly from patients through:

Where necessary for your care, we may also obtain information from a third-party entity such as a family member, next of kin, carer or another healthcare professional or healthcare service. We will seek your permission, where appropriate, before contacting other providers or checking coverage or information with Medicare, a health fund or other insurer. Please keep your information accurate and up to date. Tell a team member if your name, contact details, health fund or Medicare details, medications, medical circumstances, GP or specialist arrangements change. We may also ask you to confirm details to help maintain accurate records. It is important that the information we hold about you remains accurate and up to date. It is a patient’s responsibility to update their personal information to a member of our staff, including our reception team. However, to ensure the completeness of our records, our staff may ask you to confirm some personal details in-person or over-correspondence such as email, telephone or SMS. Please let our team know if any personal information e.g., name changes, contact details (such as address, mobile number or email), health insurance details, Medicare Card number, Concession card number, medical information including recent medical event or surgery and medication changes, or healthcare service change e.g., change in GP or specialist care has occurred, so that your personal information can be updated.

  • Forms
  • Consultations (over-the-phone or face-to-face)
  • Telephone calls
  • Email
  • SMS correspondence
  • Fax
  • Our website
  • Electronic devices e.g., mobile phone, iPad or tablet.

4. How We Use And Disclose Information

We use information to provide dental advice and treatment, and to manage the practice. This may include:

We may disclose information without prior consent where required or authorised by law, including in response to a court order or subpoena. Subject to legal restrictions, we will take reasonable steps to inform you of such requests. We may use your contact details to provide information about practice services or relevant dental and health-related products or services. Please tell us if you do not wish to receive these communications. Our practice participates in the national electronic health record system to ensure that you and your other treating health professionals have access to up-to-date information wherever you are treated. This requires that we also store your Medicare issued unique identifier. If you have a personal electronic health record please let our dentist know.

  • Preparing referrals, reports and correspondence for other health professionals,
  • Seeking advice from other health professionals about X-rays, imaging, tests or treatment options,
  • Managing accounts, payments and claims involving Medicare, health funds or insurers,
  • Liaising with other healthcare professionals involved in your care,
  • Clinical quality management, staff training and resolving concerns or complaints about our services, and/or
  • Participating in approved research, professional development or educational activities, using de-identified information where appropriate.

5. Research, Education And Training

As part of our commitment to improving the quality of our dental services, we may participate in research programs, professional training and development, and other educational activities. Where patient information is used for such research, education or professional development, it will generally be de-identified to protect your identity, unless we have received your agreement to provide all details or a research study has been approved by a research ethics committee that complies with the National Health and Medical Research Council guidelines and applicable privacy law. Identifiable information will only be used where you have agreed or the activity has been approved in accordance with applicable ethical and legal requirements.

6. How We Protect Information

We take reasonable steps to protect personal and health information against loss, misuse, unauthorised access, disclosure or modification. Electronic records are protected by appropriate access controls, including passwords. Paper records are stored securely and are accessible only to authorised personnel. Staff are required to maintain patient confidentiality and undergo annual training on practice policies and procedures. Staff must comply with the practice’s privacy and information-security requirements.

7. Access, correction and record retention

You may request access to, or correction of, the information we hold about you. Please speak to a team member. A fee may apply for copying or transferring certain records. We retain dental records for the periods required by applicable legislation and professional obligations, including after a patient stops attending the practice or has died. Records may be needed for ongoing care, transfer to another treating practitioner and medico-legal purposes.

8. CCTV

CCTV cameras operate in parts of the surgery, including the reception and waiting area, to support the safety and security of patients, visitors, staff and dental practice. Please speak to a team member if you have questions or concerns.

9. Artificial intelligence (AI)

The practice may use approved AI tools to support administrative tasks, communication, documentation and, where appropriate, clinical processes. This policy will be reviewed and updated as AI technology, practice requirements and applicable regulations evolve.

9.1 Collection And Use Of Information

AI may assist with tasks such as drafting correspondence, preparing administrative documents, summarising information and supporting clinical documentation. Patient personal or health information may only be processed by an AI system where the tool and use have been authorised by the practice and comply with applicable privacy laws, confidentiality obligations and the purpose for which the information was collected.

9.2 Privacy And Confidentiality

Staff must not enter identifiable patient information, clinical records, photographs, radiographs or other confidential information into personal AI accounts, public platforms or unapproved tools. Patient information may only be processed through approved systems with appropriate privacy, security and data-handling safeguards. The practice will maintain a register documenting approved AI tools, their purposes, authorised users, information processed, privacy and security safeguards, third-party or overseas processing, data retention and approval details.

9.3 Consent And Transparency

Patients must be informed when AI tools record, transcribe or process consultations or identifiable information, including the purpose, information collected, storage, security, third-party access and available alternatives. Informed consent must be obtained and documented before recording or processing begins where required or appropriate. Patients may decline AI-assisted recording, and consent to dental treatment does not automatically constitute consent to AI recording or processing.

9.4 Accuracy And Professional Responsibility

An appropriately authorised staff member, such as the Principal Dentist or Practice Manager, must review AI-generated content for accuracy, suitability and confidentiality before it is used or relied upon. AI does not replace a practitioner’s professional judgement, clinical responsibility or decision-making obligations.

9.5 Third-Party Services, Data Security & Privacy Breaches

Before approving an AI tool that processes patient information, the practice will assess its privacy, security and data-handling arrangements, including data storage, access, retention, disclosure, overseas transfers and use of information for AI training. Reasonable steps will be taken to ensure third-party providers meet applicable privacy requirements. Any actual or suspected unauthorised disclosure, upload, access or use of patient information involving AI must be reported immediately to the Principal Dentist or Privacy Officer. The practice will investigate and contain the incident, preserve relevant evidence, document actions taken, assess notification obligations and implement corrective measures in accordance with its Privacy Breach Response Procedure and applicable legislation. All incidents must be reported, even if information appears to have been deleted or no harm is evident. Staff must not conceal incidents or independently determine their significance.

9.6 Access, Correction And Complaints

Patients may request access to or correction of their information in accordance with applicable law and the practice’s usual procedures. AI-related privacy concerns or complaints may be raised with the practice’s Privacy Officer. The practice will periodically review its AI use and safeguards.

9.7 Responsibilities and Review

The Principal Dentist or Practice Manager oversees approved AI use and staff compliance. This procedure will be reviewed periodically and when significant changes occur. Non-compliance may result in withdrawal of AI access and further action under practice policies and applicable employment obligations.

10. Privacy Concerns And Complaints

If you have any questions or concerns in relation to our privacy policy and/or management of your information please let a member of our staff know and they will make reasonable effort to address any concerns you may have. If your concerns are not resolved by our staff, or you have a complaint about our privacy management, please advise your dentist. We will make our best endeavour to address your complaint within 30 days of the complaint’s receipt. If you are not satisfied by our response, you have a right to make a complaint to the Commonwealth or State/Territory Privacy Commissioner.

Policy History

  • Version 1 Published: 1st of July 2018
  • Version 2 Published: 18th of February 2024
  • Version 3 Published: 21st of October, 2026