03 9070 9799

Privacy Policy

SilverGen GPs Privacy Policy

Current as of: April 2026

1. Who can I contact about this policy?

For enquiries concerning this policy, you can contact our practice on (03) 9070 9799 or via email admin@silvergen.com.au

2. When and why is your consent necessary?

When you register as a patient of this practice, you provide consent for the GPs and practice staff to access and use your personal information to facilitate the delivery of healthcare. Access to your personal information is restricted to practice team members who require it for your care. If we ever use your personal information for purposes other than outlined in this document, we will obtain additional consent from you.

It is important to us that as our patient, you understand why we collect and use your personal information.

By acknowledging this Privacy Policy you consent to us collecting, holding, using, retaining and disclosing your personal information in the manners described below.

3. Why do we collect, use, store, and share your personal information?

The practice collects, uses, stores, and shares your personal information primarily to manage your health safely and effectively. This includes providing healthcare services, managing medical records, and ensuring accurate billing and payments. Additionally, we may utilise your information for internal quality and safety improvement processes such as practice audits, accreditation purposes, and staff training to maintain high-quality service standards.

4. What personal information is collected?

The information we will collect about you includes your:
  • Names, date of birth, addresses, contact details
  • Medical information including medical history, medicines, allergies, and adverse reactions immunisations, social history, family history and risk factors
  • Medicare number (where available) for identification and claiming purposes
  • Healthcare identifier numbers
  • Health fund details.

5. Can you deal with us anonymously?

You can deal with us anonymously or under a pseudonym unless it is impracticable for us to do so or unless we are required or authorised by law to only deal with identified individuals.

6. How is personal information collected?

The practice may collect your personal information in several different ways: When you make your first appointment, the practice team will collect your personal and demographic information via your registration. We may also collect your personal information when you visit our website, send us an email or SMS, telephone us, make an online appointment, or communicate with us using social media.
In some circumstances, personal information may also be collected from other sources, including:
  • Your guardian or responsible person.
  • Other involved healthcare providers, such as specialists, allied health professionals, hospitals, community health services, and pathology and diagnostic imaging services.
  • Your health fund, Medicare, or the Department of Veterans’ Affairs (if relevant).
  • While providing medical services, further personal information may be collected via:
  • electronic prescribing
  • My Health Record
  • online appointments.
Various types of images may be collected and used, including:
  • CCTV footage: Collected from our premises for security and safety purpose
  • Photos and medical images: These can be taken using personal devices for medical purposes, following the guidelines outlined in our guide on using personal devices for medical images.

7. When, why and with whom do we share your personal information?

We sometimes share your personal information:
  • with third parties for business purposes, such as accreditation agencies or information technology providers – these third parties are required to comply with APPs and this policy
  • with other healthcare providers (e.g. In referral letters)
  • when it is required or authorised by law (e.g. court subpoenas)
  • when it is necessary to lessen or prevent a serious threat to a patient’s life, health or safety or public health or safety, or it is impractical to obtain the patient’s consent
  • to assist in locating a missing person
  • to establish, exercise or defend an equitable claim
  • for the purpose of confidential dispute resolution process
  • When it is a statutory requirement to share certain personal information (e.g. some diseases require mandatory notification)
  • When it is provision of medical services, through electronic prescribing, My Health Record (e.g. via Shared Health Summary, Event Summary).
Only people who need to access your personal information will be able to do so. Other than providing medical services or as otherwise described in this policy, the practice will not share personal information with any third party without your consent. We do not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent.

8. Will your information be used for marketing purposes?

The practice will not use your personal information for marketing any goods or services directly to you without your express consent. If you do consent, you may opt out of direct marketing at any time by notifying the practice in writing.

9. How is your information used to improve services?

The practice may use your personal information to improve the quality of the services offered to patients through research, analysis of patient data for quality improvement and for training activities with the practice team
We may provide de-identified data to other organisations to improve population health outcomes. If we provide this information to other organisations patients cannot be identified from the information we share, the information is secure and is stored within Australia. You can let reception staff know if you do not want your de-identified information included.
At times, general practices are approached by research teams to recruit eligible patients into specific studies which require access to identifiable information. You may be approached by a member of our practice team to participate in research. Researchers will not approach you directly without your express consent having been provided to the practice. If you provide consent, you would then receive specific information on the research project and how your personal health information will be used, at which point you can decide to participate or not participate in the research project.

10. How are document automation technologies used?

Document automation is where systems use existing data to generate electronic documents relating to medical conditions and healthcare.  

The practice uses document automation technologies to create documents such as referrals, which are sent to other healthcare providers. These documents contain only your relevant medical information. 

These document automation technologies are used through secure medical software Best Practice Premier

All users of the medical software have their own unique user credentials and password and can only access information that is relevant to their role in the practice team. 

The practice complies with the Australian privacy legislation and APPs to protect your information. 

All data, both electronic and paper are stored and managed in accordance with the Royal Australian College of General Practitioners Privacy and managing health information guidance. 

11. How are Artificial Intelligence (AI) Scribes used?

The practice may use an AI‑enabled digital scribe tool to support GPs during consultations by assisting with clinical note‑taking. Where used, the AI scribe operates by processing an audio recording of the consultation to generate a draft clinical note for inclusion in your health record, which is reviewed and finalised by your treating GP.

The practice will only use an AI scribe service for the purpose of providing healthcare to you and will do so in accordance with privacy legislation and professional standards. Use of an AI scribe is intended to support clinical care and does not replace clinician judgement.

If an AI scribe service is used, the specific product and its data‑handling practices (including whether information is stored or processed within Australia, how audio recordings are managed, and how personal and sensitive information is handled) will be consistent with applicable privacy obligations and the practice’s information security requirements. Audio recordings, where created, are managed in accordance with the service provider’s security controls and the practice’s policies.

Patients will be informed if an AI scribe is being used during their consultation and may request that it not be used for their appointment. The practice will respect patient preferences wherever reasonably possible.

If the practice does not use an AI scribe service, this section will not apply.

12. How is your personal information stored and protected?

Your personal information may be stored in various forms, such as paper records, electronic records, visual records (e.g., X-rays, CT scans, videos, and photos), and audio recordings. 

The practice stores all personal information securely in both electronic and hard copy formats, using protected information systems with password‑controlled access and secured physical storage such as locked cabinets, supported by staff and contractor confidentiality agreements, and is further protected through the use of CCTV in non‑clinical areas of the practice (including entrances and car park entry points but excluding consulting and treatment rooms), with recordings stored securely, access restricted to authorised personnel only, and footage retained and managed in accordance with privacy and legislative requirements.

13. How can you access and correct your personal information at the practice?

Patients have the right to request access to, and correction of, their personal information held by the practice, including their medical records. The practice acknowledges and respects this right and will facilitate access where appropriate and lawful to do so.

Requests to access or correct personal information may be made in writing or verbally by contacting the practice, and may be directed to reception staff. For privacy and security reasons, the practice may request verification of identity before releasing or amending personal information.

The practice will respond to requests for access to or correction of personal information within a reasonable timeframe, generally within 30 days of receiving the request, unless a longer period is required by law or due to the complexity of the request.

Patients are not charged a fee for making a request to access or correct their personal information. Where applicable, a reasonable fee may be charged to cover the administrative costs of processing and providing copies of records (such as photocopying or secure electronic transfer), and any such fees will not be excessive.

The practice will take reasonable steps to ensure that personal information held is accurate, complete, up to date, and relevant. Patients may request that their personal information be corrected or updated at any time. In some circumstances, the practice may also ask patients to confirm that their personal details are current and correct.

Requests to access or correct personal information, or enquiries about privacy matters, can be directed to the practice via admin@silvergen.com.au or by contacting the practice directly.

14. How can you lodge a privacy-related complaint, and how will the complaint be handled at the practice?

We take complaints and concerns regarding privacy seriously. You should express any privacy concerns you may have. We will then attempt to resolve it in accordance with the resolution procedure. 

Privacy complaints or enquiries may be made by contacting the practice via admin@silvergen.com.au, or by phone on (03) 9070 9799. All complaints will be acknowledged and managed confidentially.

The practice will make every effort to respond to and resolve privacy complaints within a reasonable timeframe, generally within 30 days of receiving the complaint. If additional time is required, we will keep you informed of the progress and expected timeframes.

If you do not feel we have resolved your issue, you may also contact the Office of the Australian Information Commissioner. The Office of the Australian Information Commissioner will require you to give them time to respond before they investigate.  For further information visit www.oaic.gov.au or call the OAIC (Office of the Australian Information Commissioner) on 1300 363 992.  

15. How is privacy on the website maintained?

At SilverGen GPs, any personal information you share with us through our website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies. 

16. Policy review statement

Our privacy policy is regularly reviewed to ensure compliance with current obligations.  

If any changes are made: 

  • They will be reflected on the website.
  • Significant changes may be communicated directly to patients via email or other means.

 

Please check the policy periodically for updates. If you have any questions, feel free to contact us.