To provide you with quality, ongoing healthcare, your doctor needs to collect your personal, medical, and family health information. Your medical record is kept strictly confidential, and we ensure the security of your personal health information at all times. In certain situations, relevant patient information may be shared with another practitioner involved in your care. For more information on how we protect your privacy, please review our privacy policy.

We are committed to protecting the confidentiality and privacy of your personal health information. In accordance with our privacy policies and relevant regulations, we will only disclose your clinical information directly to you or to another healthcare provider who is involved in your care (such as a specialist to whom you have been referred).

If you would like to authorise a specific family member or contact person to receive and discuss your clinical information on your behalf - including appointment details, pathology, radiology, or other test results - please complete our Clinical Information Consent Form. You can return it to us via email to telehealth@signalhealthtusmore.com.au, or drop it off at our practice. These details will then be recorded in your health record.

Please note that if you don’t provide this authorisation, we will be unable to share your personal health information with anyone else, including family members or friends, unless we receive your consent at a later time.

We understand that there are times when you need to send information or documents to your doctor via email. In these instances, you can send your email to telehealth@signalhealthtusmore.com.au. Please remember that email is best used specifically for sending documents and not for general communications. For appointment bookings, please use our online system through HotDoc or contact us directly by phone. If you have any other questions or need to get in touch, calling is usually the quickest way to receive a response. Email should only be used when phone communication isn’t possible.

If you would like us to send your information via email, please be aware that email is not a fully secure method of communication. To help protect your privacy, please ensure that your email address is accurate and up-to-date.

Your doctor will accept urgent calls during consultations and return non-urgent calls as soon as possible. Please remember that providing medical advice without a proper consultation isn't considered good practice. This service is meant to clarify things you’ve already discussed with your doctor, not for new consultations over the phone. If you need to speak with your doctor, we encourage you to make an appointment so you have dedicated time to get your questions answered. For questions that a nurse can help with, please call us and ask for their assistance.

We value your thoughts and experiences with our services. Sharing your feedback helps us continuously improve and provide the best care for you.

You can reach out to us via our Feedback Form. If you prefer a more direct approach, feel free to share your thoughts with your practitioner, our practice manager, or our reception team when you are next in. You can also give us a call to share your feedback.

Whether it's a suggestion, compliment, or concern, your feedback is important to us.

We understand that sometimes concerns may arise, and we believe in addressing them promptly internally. However, if you ever feel the need to escalate the matter externally, you can contact the Health and Community Services Complaints Commissioner at 8226 8666 or the Australian Health Practitioner Regulation Agency at 1300 419 495.

We are a teaching practice, which means that at times, medical and nursing students may be present during appointments to learn and gain experience. We want you to continue to feel comfortable and in control. You will be asked to give your verbal authorisation if you're okay with having a student observe your consultation. If, however, you prefer not to have them involved in your appointment with your doctor, simply let the receptionist or your doctor know. Your privacy is important to us, and we're here to ensure your preferences are respected.

We are committed to continuously improving the care we provide to patients, and participating in Medicare Quality Improvement (QI) activities is a big part of that. As part of these efforts, we may ask you questions about your health, lifestyle, or experiences with the care you receive. These questions help us better understand your needs and find ways to improve your health journey. Your privacy is a priority, any information you share is used strictly to improve the quality of care you receive. By being involved, you’re helping us create a better partnership between you and our practice, making sure we're delivering the right support for your health. Your feedback helps shape how healthcare is delivered to you and the wider community, ensuring we make meaningful improvements that benefit everyone.

If you’re transferring your health records to Signal Health Tusmore from another practice, we aim to make the process as straightforward as possible. You can complete our "Transfer of Medical Records" form and return it to us via email to telehealth@signalhealthtusmore.com.au, or drop it off at our practice. We will then get in touch with your current practice to facilitate the transfer of your health information.

If you need to transfer your health information from Signal Health Tusmore to a new practice, your new practice will typically provide you with a "Transfer of Medical Records" form as well. Please specify whether you would like a summary or a full copy of your records, along with the contact details of your new doctor. Once we receive your request, your doctor will confirm your consent and document the transfer. Please note that there will be a fee for processing and transferring your records, which varies based on the amount of information to be transferred.

We recognise your right to access your personal health information. To do this, you need to complete a "Patient Access Request" form, available at reception. We aim to respond within 30 days after your treating practitioner reviews your request. They may wish to discuss your request with you, and fees may apply for processing, which are not claimable through Medicare. For those of you who have a My Health Record, you may be able to access some of your personal health information through the platform.

How Can You Access Your Information?

You have several options for accessing your records:

• Viewing and inspecting your records.

• Discussing the content with your doctor.

• Taking notes.

• Receiving a photocopy or printout.

Providing Identification and Authorised Access

To ensure your privacy, you'll be asked for valid ID before accessing your records, which will be documented. If someone else, such as a legal guardian, needs access on your behalf, they must provide signed authority and appropriate identification.

Can a Practitioner Deny Access?

Yes, a practitioner may legally deny your request to access your health information in certain situations. This may include cases where access would pose a serious threat to the health or safety of yourself or others, or where the information is subject to confidentiality agreements or legal proceedings. If access is denied, either in full or part, you will receive an explanation, and an intermediary may help facilitate access in a way that meets both your needs and your practitioner’s requirements.

We want to emphasise that we do not tolerate any form of abuse directed at staff or practitioners. Such behaviour goes against our commitment to creating a positive and respectful environment. Practitioners reserve the right to cease providing services to their patients if their behaviour is deemed unacceptable. We appreciate your cooperation in maintaining a safe and supportive atmosphere for everyone.

While practitioners aim to provide the best care possible, there are rare situations when they may need to refuse to treat a patient. This decision is never taken lightly and typically occurs if the relationship between the patient and doctor breaks down. For example, if a patient behaves aggressively or if there is a lack of trust, it may make it difficult for the practitioner to provide the right care. In these cases, we will support you by transferring your care to another doctor or practice that may be better suited to your needs.

If a practitioner does need to end their care with a patient, they will do so with respect and transparency. You will be informed either verbally or receive written confirmation, and we’ll make sure you understand that this is about finding the right care for you. If you have a preferred doctor, we can help facilitate the transfer. If not, we will recommend a suitable doctor or practice and assist you with setting up an appointment, making sure all of your health records are safely and privately transferred to your new provider.

Your practitioner has full autonomy to make independent decisions that are in the best interest of each of their patients. This means your practitioner can provide care based on their expertise, skills, and evidence-based practices. They have the freedom to decide on your appropriate clinical care, choose the specialists and other health professionals for referrals, and select the necessary pathology or diagnostic imaging, including the provider of these services. Your doctor also manages how and when to schedule follow-ups and can decide whether to accept new patients, ensuring that care is individualised and focused on your needs.

While your practitioner maintains this independence, they are expected to practice within the bounds of their professional knowledge and ethical standards, ensuring that every decision aligns with evidence-based care. They also participate in continuing education to keep their skills and knowledge up to date.

Your involvement in your healthcare journey is also encouraged and valued. By understanding and actively participating in the decision-making process, you help shape treatment plans that truly reflect your preferences and health goals.

Your practitioner regularly works with people from all walks of life, and sometimes they encounter situations where they need to make careful ethical decisions. Practitioners and nurses are committed to providing the best care based on what’s right for each patient. This means they follow strict legal and ethical guidelines to make fair and trustworthy decisions for your healthcare needs.

Sometimes, situations might arise that require extra consideration, such as how a practitioner manages a friendship with a patient, what to do if a patient offers them a gift, or how to support someone through a sensitive health issue like an unwanted pregnancy or terminal illness. Your doctor will always aim to make decisions in your best interest and may discuss delicate situations with trusted colleagues or during clinical team meetings to make sure they are handling everything in the best way possible.

What If I Want to Give My Doctor a Gift?

We understand that you may feel grateful for the care you receive, and offering a gift might seem like a nice way to show your appreciation. However, practitioners will be careful when accepting gifts and will consider whether doing so could affect the care they provide. If they feel uncomfortable accepting a gift or think it might impact their relationship with you, they may kindly and respectfully decline it. This helps to make sure that every decision made is in your best health interest. Please know that if your practitioner declines a gift, it is not a reflection of their gratitude for your support; rather, it’s about maintaining a professional boundary that prioritises your well-being.

We strive to offer care that respects all cultural backgrounds, beliefs, and practices. We treat every patient equitably, regardless of gender, race, disability, religion, or sexual preference, and encourage self-identification of cultural backgrounds to tailor our care.

We focus on clear communication, empathy, and understanding, particularly for those who may be anxious or unfamiliar with our practice. We respect each patient's needs by being warm, helpful, and non-discriminatory, while providing information to support informed decisions about their care.

To make everyone feel welcome, our waiting area provides information in various languages. We also ensure key details including preferred language and interpreter needs are recorded accurately to deliver respectful and relevant care to each patient. If you have any specific cultural needs, please let us know so we can best support you.