At Greenacre Centre for Wellbeing, we regularly review our POLICIES to ensure THEY reflect current legislation, best practice standards, and any updates to our services or technology.
Effective Date: 1/4/2026
Your privacy is important to us. This policy outlines how we collect, use, store, and share your personal and health information, as well as the circumstances in which it may be disclosed. Our goal is to ensure your information is handled with care, confidentiality, and transparency at every stage of your healthcare journey.
When you register as a patient with our practice, you provide consent for our doctors and team to access and use your personal information to deliver appropriate care. Access to your information is limited to staff who require it to perform their role. If your information is needed for any purpose outside your care, we will seek your permission first.
We collect your personal information primarily to support your healthcare.
This includes:
We may also use your information for essential practice operations, such as:
We may collect the following types of information:
Your information may be collected in several ways:
1. Registration
When you first register or book an appointment
2. During Care
Throughout consultations and treatment
3. Communication Channels
When you contact us via phone, website, or online booking system
(Please note: we do not accept clinical communication via email or social media)
4. Electronic Health Systems
Through systems such as My Health Record, including electronic prescriptions and shared health summaries
5. Third Parties (when appropriate)
Including:
To support accessible care, we offer telehealth services. In some cases, this may involve electronic communication. Documents such as referrals or certificates are sent using password-protected encryption. You can let us know if you prefer not to receive encrypted communications.
While we take reasonable steps to protect your information, electronic communication carries some risk. We cannot guarantee complete security or accept responsibility for transmission errors or third-party interception. Because our email systems may be accessed by administrative staff, we recommend not sending any medical concerns or clinical questions via email, as these may not be monitored in real time.
Follow-up reminder/recall notices for treatment and preventative healthcare are frequently issued by SMS. Clinical information such as test results will not be issued via SMS. Please notify us if you change your mobile phone number or home address at any time.
We may share your information when necessary to support your care or meet legal obligations. This may include:
We only share the information that is necessary and ensure access is restricted to authorised individuals. We do not disclose your information without your consent, unless permitted by law.
Your information is stored securely in electronic systems with multiple layers of protection, including:
You have the right to access and correct your personal information.
We may also periodically ask you to confirm your details to ensure they remain accurate.
We take your concerns seriously and aim to resolve any issues promptly. You can submit a complaint in writing, and we will respond within 30 days, please address any written complaint to:
Practice Manager
Greenacre Centre for Wellbeing
272 Waterloo Rd, Greenacre, NSW 2190
Alternatively, you can complete a feedback form via our website.
If you are not satisfied with our response, you may contact:
Office of the Australian Information Commissioner (OAIC)
Website: www.oaic.gov.au
Phone: 1300 363 992
NSW Information and Privacy Commission
Phone: 1800 472 678
At Greenacre Centre for Wellbeing, we are committed to providing safe, high-quality care, including appropriate follow-up of test results and ongoing health needs. Our recall and reminder system supports continuity of care and helps ensure important health matters are not missed.
Recalls
A recall is used when we need you to return to the practice for clinically significant results or urgent follow-up.
Reminders
A reminder is used for preventive care or routine follow-up, such as:
Health checks
We may contact you via:
Your Responsibility
While we make every reasonable effort to contact you, it is important that you:
Results Management
Not all test results are automatically communicated. Patients are encouraged to book an appointment to discuss all test results. If results require urgent attention, we will attempt to contact you promptly
Non-Response to Recalls
If we are unable to reach you, multiple contact attempts may be made. We may use alternative contact methods (e.g. letter or registered post). All attempts are documented in your medical record
Opting Out
You may choose to opt out of reminder systems (e.g. screening reminders). However, you cannot opt out of clinically significant recalls where follow-up is important for your safety.
Contact Us
If you have questions about recalls, reminders, or your results, please contact our practice.
At Greenacre Centre for Wellbeing, we value your feedback and are committed to continuous improvement. We welcome both positive and constructive feedback and work together with our patients to provide the highest standard of care.
Providing Feedback
You can:
We are committed to investigate all concerns promptly and will provide a respectful and fair response within a reasonable timeframe. If you feel your concern has not been fully resolved, you may choose to contact the Health Care Complaints Commission for independent advice and support.
General Information Only
Information on this website is intended for general educational purposes and does not replace medical advice.
No Medical Advice
You should not delay seeking medical care based on information from this website.
Emergency Care
For urgent medical concerns, call 000.
Accuracy
We aim to keep information up to date, however content may change without notice.
Our team of GPs and psychologists work together to provide coordinated care for
individuals, children and families.
