What you can expect from us:

• As a client of our organisation, you can expect to be informed about the information we need to collect from you and why
• We will take all reasonable steps to ensure that your information is accurate and up to date and is kept securely and confidentially
• We will only provide your information to another organisation where it will assist the provision of services to you
• We will seek your consent before we provide your information to another organisation, and you can withdraw your consent at any time
• If your information needs to be transferred to another organisation this will be done securely and confidentially
• Where we use information for reporting and planning, we will ensure that you cannot be identified for this information

What are your rights and responsibilities about confidentiality and privacy?

• You have a right to access and correct information held by us. We will provide a response within 45 days of your request.
• To assist us to keep your information up to date we ask you to notify us promptly of any changes of address or circumstances
• We welcome your suggestions to improve our records to make sure you are well informed and that your information is protected.

Confidentiality and Privacy

If you have any queries or concerns or if you wish to access your health or personal information, you may discuss these with your Case Manager, or request to speak to our Care Connect Privacy Officer by phoning 1800 116 166. If we do not fulfil our obligations under this Charter, you have a right to lodge a complaint with Care Connect’s Privacy Officer. You also have a right to contact your State Privacy Commissioner.

CONFIDENTIALITY AND PRIVACY INFORMATION

When you become a consumer of this service, a health record is created. It includes your name, address, and contact details, and information about your health. Every time you attend, or have contact with us, new information is added to your record. This allows all health professionals involved with your care to access your information easily and quickly when it is needed. It also lessens the need to collect the same information over and over. Some information may also be used by Care Connect or our funding bodies for research and planning to help us provide better health outcomes for the whole community. In this case, we will ask for your consent or remove any identifying information, such as your name and contact details, before the information is used.

How will my information remain confidential?

Your information is stored securely at this service. Law protects your privacy. We have strict policies about who can see and use your information. All our staff members must treat your information confidentially. We only share information about you with people who are directly involved in your ongoing care, for a particular service. Care Connect has a critical incident reporting procedure which involves the reporting of any serious incident to Care Connect senior managers or the relevant funding body. You would always be informed by your Case Manager if this were to occur.

Is my consent required?

In most instances, your consent is required for information about you to be collected, stored and transferred. You will be asked to sign a Client Agreement Form that states that you consent to the information collected from you to be stored and used for the provision of services to you. From time to time you may be asked to provide additional information. Where this information is a clear variation from services agreed to in your case plan you may be required to provide further consent. Your Case Manager will always re-confirm your consent at every 12-month Case Plan Review.

What if I am unable to give consent?

In some cases, consumers may not be able to give consent because they are unable to make a decision about release of their information (for example people with severe illness or major injury, or those with a cognitive impairment which means informed consent cannot be made.) In such cases, a decision will be sought from the consumer’s authorised representative. Law specifies people who can act as authorised representatives in these circumstances. Your Case Manager can give you more details about this.

When can information be disclosed to other people without my consent?

There are a few situations when your information may be shared without your consent. For example, in an emergency situation, and in certain circumstances, if required by law. If any of these circumstances apply, we will advise you as close as we can to the time when the information is released.

Who else may have access to information about me?

The consent you give on the Client Agreement Form allows us to share relevant information about you with other service agencies involved in your care. Sharing information in this way helps us to provide you with effective services, and lessens the need for you to repeat your health information to each new provider. You may choose to have all or just some of this information released. You can change your decision at any time. You also have the right to refuse to give consent.

Your information will only be used for the delivery of your health care services. If you have any concerns or questions about sharing of information, please speak to your Case Manager.

What rights do I have to access my health information?

You may ask to see any information held in your client file. This may include viewing the information, getting a summary or in some cases a full copy of your record, or having information explained to you if you wish. We will provide this information within 45 days of receiving your request. Some limits may apply where particular circumstances prevent us from releasing information. If any limits apply to your record, this will be explained to you.

You also have the right to correct any information in your client file that you believe is incorrect, incomplete, out of date or misleading. You cannot ask that information held on your file be removed, although you may ask that a correcting statement be added to it.

Can I remain anonymous?

In some circumstances you can choose not to have your name or other identifying information recorded. For information on this option, please speak with one of our staff.