Current as of: 30th June 2026

This privacy policy is to provide you, our patient, with clear information on how your personal information is collected and used within the practice. Occasionally we also need to share your personal information to involve others in your healthcare and this policy outlines when, how, and why we share your information.  

We adhere to the obligations set out in the Health Service Act 1988 (Vic), the Privacy Act 1988 (Cth), the Health Records Act 2001 (Vic) and the Privacy and Data Collection Act 2104 9(ic). 

For enquiries regarding this policy, you can contact us via email at info@bellavitapaediatrics.com.au

1. When and why is your consent necessary?

When you register as a patient of this practice, you provide consent for the clinicians and practice staff to access and use your personal information to facilitate the delivery of healthcare.  Only the staff who need to see your personal information to provide you with care will have access to it. If we ever need to 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. 

Written consent is required as part of the registration form and is a pre-requisite for attendance and ongoing care at the clinic.

If you have any questions or need further clarification, please don't hesitate to contact us.

2. 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. 

3. What personal information is collected?

The information we will collect about you includes your: 

·       names, date of birth, addresses, contact details, financial 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

4. 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. 

5. How is personal information collected?

The practice may collect your personal information in several different ways: 

a.     When you make your first appointment, we will collect your personal and demographic information via your registration. 

b.     When providing medical services, we may collect further personal information

c.      We may also collect personal information when receiving an SMS or email from you, if you telephone us, if you make an online appointment or if you communicate with us via social media

d.     In some circumstances, personal information may also be collected from other sources.  This will usually be because it is not practical or reasonable to collect it from you directly.  These sources can include: 

§  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 or Medicare

We will always comply with privacy obligations when collecting personal information from third-party sources. This includes ensuring transparency with patients, obtaining necessary consents, maintaining data accuracy, securing the information, and using it only for specified purposes

6. 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 will not share your personal information with anyone outside Australia (unless under exceptional circumstances that are permitted by law) without your consent. 

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. 

7. 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 Xestro. 

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. 

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

The practice uses an AI scribe tool to support your specialist take notes during their consultations with you. The AI scribe uses an audio recording of your consultation to generate a clinical note for your health record. The practice AI scribe service is Heidi 

Heidi 

·       has implemented data localization in Australia. There are some some functionalities of the Heidi Platform that depend on third-party services, whose servers may be located internationally. Whenever these third-party services are utilised, Heidi have data processing agreements in place.

·       destroys the audio file once the transcription is complete. 

·       removes sensitive, personal identifying information as part of the transcription  

The practice will only use data from our digital scribe service to provide healthcare to you. 

9.How is your personal information stored and protected?

The practice stores all personal information securely.  Our electronic systems, including Xestro for practice management and Microsoft services for data storage and communication, adhere to industry security standards.  Xestro employs encryption and secure transmission protocols to protect sensitive data during practice management activities (see https://xestro.com/security.html).  Microsoft services ensured data integrity with encryption at rest, local storage, and confidentiality through advanced security features and compliance with data protection regulations.

We collaborate with trusted technology partners to maintain the highest standards of information security.

By employing secure technologies and maintaining a proactive stance on cybersecurity, we aim to provide you with confidence in the protection of your sensitive information. Our practice securely stores and protects your personal information in electronic format with access only available using passwords.  Confidentiality agreements are required to be signed by staff and contractors.

We will retain your information until your child reaches the age of 25 years or seven years after their most recent visit, whichever is longer.  After this period, we will destroy or permanently de-identify the information, provided it is no longer needed for clinical or administrative purposes.

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

You have the right to request access to, and correction of, your personal information. 

The practice acknowledges patients may request access to their medical records. We require you to put this to us in writing and our practice will aim to respond to you within 30 days.  There may be an administration fee charged for collating the patients’ health record. 

The practice will take reasonable steps to correct your personal information where the information is not accurate or up to date. Sometimes, we will ask you to verify your personal information held by the practice is correct and current. You may request we correct or update your information, and you should do so via email or in writing.

11.   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.  To make a complaint, please contact our practice via email at info@bellavitapaediatrics.com.au.  For all complains, please address them to Dr Claire Prowse at 405 High Street, Ashburton 3147.

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.  

12.   How is privacy on the website maintained?

At Bella Vita Paediatrics, any personal information you share with us through website, email, and social media, is handled securely and confidentially. This practice uses analytics and cookies to gather information about the use of the website.

When patients provide us with information on our website, such as when filling out a form or contact request, your information is collected.

General information about your visit to the practice website is also collated for statistical purposes, this information does not personally identify you. 

Your personal information may be disclosed to third parties if required to do so by law.  Your personal information will not be sold or exchanged with a third party for marketing purposes.

13.   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.