Practice Policies

At Shellharbour Medical Centre, we are committed to maintaining the highest standards of care, privacy, and transparency. Below is an outline of our core policies to inform and support your experience with our clinic.

Privacy Policy

Shellharbour Medical Centre is committed to protecting your privacy and ensuring the confidentiality of your personal and health information.

We comply with the Privacy Act 1988 (Cth), the Australian Privacy Principles, and the NSW Health Records and Information Privacy Act.

  • Personal information is collected, stored, and used solely to provide you with high-quality medical care.

  • You have the right to access or correct your personal records at any time.

  • Your health information is protected from unauthorised access, use, or disclosure.

  • If you have questions or concerns, please contact our Privacy Officer at (02) 4295 1333 or reception@smcentre.com.au.

Health Information Collection & Use

To provide you with safe and effective care, we collect personal and medical information. This includes details necessary for diagnosis, treatment, referrals, recalls, and communication with other healthcare professionals involved in your care.

Your information may be used for:

  • Clinical care and treatment coordination

  • Administrative and billing purposes

  • Compliance with legal and accreditation requirements

  • Medical teaching, research, and quality assurance (with your consent or in a de-identified format)

You may request to review your records or opt out of certain uses of your information. Declining to provide health information may limit our ability to deliver the best possible care.

Practice Communication Policy

Shellharbour Medical Centre is committed to clear, respectful, and timely communication with all patients.

Telephone Communication:

  • Our reception team responds promptly during business hours.

  • Clinical staff may not be immediately available; messages will be relayed and returned as soon as practicable.

  • Urgent clinical matters are prioritised appropriately.

  • After-hours care is available through our deputising service or emergency departments.

Electronic Communication:

  • General enquiries can be sent to reception@smcentre.com.au.

  • We do not provide medical advice or results via email.

  • Sensitive information is only shared electronically with your consent.

  • HotDoc is our secure platform for appointment bookings and some patient communications.

If you prefer not to receive electronic communications, please inform our reception staff.

Recall & Reminder System

Shellharbour Medical Centre operates a Recall and Reminder System to support preventative care and timely follow-up for health checks, investigations, and chronic condition monitoring.

We may contact you by SMS, phone, or letter to remind you about:

  • Routine health assessments

  • Vaccinations or screenings

  • Appointments for follow-up investigations

  • Recalls requested by your treating doctor

If you do not wish to be included in this system, please notify our reception staff.

Managing Your Health Information

We follow strict procedures to ensure your health information is kept secure and confidential.

Our principles include:

  • Collecting only what is relevant to your care

  • Keeping your records accurate and up to date

  • Protecting your information from unauthorised access or disclosure

  • Allowing you to access or correct your information at any time

A full copy of our Health Information Management Policy is available upon request at reception.

Social Media Policy

Shellharbour Medical Centre maintains a professional presence on social media platforms to share general information and promote community health awareness.

  • We do not discuss personal health matters via social media

  • Patients should never share private information through our online channels

  • For any medical or administrative inquiries, please contact the practice directly

Our staff follow strict confidentiality guidelines and adhere to the National Boards’ Code of Conduct, AHPRA Advertising Guidelines, and privacy legislation when engaging in any form of electronic communication.

Feedback & Complaints

We value feedback from our patients and use it to improve our services.

To provide feedback:

  • Speak with a staff member or email reception@smcentre.com.au

  • You may also leave written feedback at the clinic

To make a complaint:

  • Speak directly with our Administration & Accounts Team Leader

  • Complaints will be handled respectfully, confidentially, and promptly