White Oak Home Care Service is committed to providing you with quality community care. We are committed to the principles outlined in the Privacy Act 1988, including the Australian Privacy Principles (APP) Mar 2014, the Privacy Amendment (Enhancing Privacy Protection) Act 2012 and the Data Privacy Act 2020.
Collection and use of client information:
- The consumer/participant’s contract shall ask for consent to collect and share information with relevant professionals for the purpose of their care
- The consumers/participants receive a Consent Form. It outlines the types of personal information collected, how it is collected and used, how it may be disclosed, the importance of complete and accurate information
- We collect personal information from the consumer/participant only, unless they consent to the collection from someone other than them, or it is unreasonable or impractical to do so
- We only share information when it is necessary to ensure appropriate support is delivered, and only with the consumer/participant’s consent
- Staff must not seek more information about the consumer/participant than is necessary to provide care and services
- Staff will not release consumer/participant information to any third party without the consumer/participant’s consent. Any consumer/participant information is released and/or accessible only to those with a legitimate interest or need as part of their care or service role
- We do not discuss the consumer/participant or their support with people who are not directly involved in supporting them
- Sometimes other personal information must be collected about the consumer/participant’s families and social relationships, personal interests, skills, behavior patterns and financial affairs, to provide services. We will explain clearly the purpose of this collection to the consumer/participant or representative
- Staff will not proceed with a client assessment, care coordination or planning processes without the consumer/participant’s consent. If the consumer/participant cannot provide consent due to a disability, medical condition or other reason, they seek consent from their representative
- Documentation on all consumer/participant file notes is written objectively, observing:
- Respect for the consumer/participant’s feelings and dignity.
- The consumer/participant’s right to request and have access to their own records.
- Freedom of information and court requirements that my subpoena consumer/participant files.
- Consumer/participant files are stored in secured filing cabinets and archived off site at a secured facility. Electronic information is securely stored on our server and is backed up daily
- We confidentially destroy any personal information held about our consumers/participants when it is no longer necessary to provide the support
Advise consumers/participants of the right to complain of a privacy breach:
- We will inform the consumers/participants about their right to complain about a privacy breach and the process for making a complaint. This information sets out the way that we manage the complaint
- Alternatively, the consumer/participant may complain to the Aged Care Complaints Commissioner, the Office of the Australian Privacy Commissioner within 6 months of the breach or the Disability Services Commission
- Where a consumer/participant has lodged a complaint, the details of that complaint are kept confidential amongst staff directly concerned with its resolution. The consumer/participant permission is obtained prior to any information being given to other parties whom it may be desirable to involve in the resolution of the complaint or the dispute.
Consumer/participant’s right to access information:
- Consumers/participants of White Oak have a right to read any personal information kept about them. A request from a consumer/participant (or their advocate) to access information is referred to the relevant team member who confirms the request with the Coordinator, and then arranges for the consumer/participant to view their information within 30 days of the request
- Information is provided in a format accessible to the consumer/participant. The consumer/participant can nominate a representative to access their records held with us.
- On advice from our legal representative, access to a consumer/participant’s record may be denied. This is subject to the Grounds for Refusing Access specified in the Privacy Act 1988. This is discussed with the consumer/participant /advocate should this situation arise.
Exclusions:
- If a significant threat to consumer/participant or staff safety affects the consumer/participant’s right to privacy and confidentiality, staff safety will prevail.
- We will not provide access to a consumer/participant’s records if:
- There is a serious threat to life, health or safety of any individuals or public health and safety.
- It would unreasonably infringe the privacy of other individuals.
- The information relates to legal proceedings or is in some way illegal or unlawful.
Complaints process:
If you believe White Oak has not acted in accordance with the privacy law or this policy you may lodge a complaint with the Privacy Manager using the White Oak`s contact details listed in the next section. Where you believe we have not satisfactorily resolved your complaint, you can refer it to the Federal Privacy Commissioner by:
- Phone: 1800 550 552
- Write to: Aged Care Complaints Commissioner, Locked Bag 3, Collins Street, East Victoria 3000
Contacting White Oak:
If you have any questions in relation to privacy, please contact us on 9301 0299 between 8.30am and 5pm Monday to Friday.
Alternatively you can write or email us at:
White Oak Home Care Service Pty Ltd
Po Box 388 Joondalup 6919
Phone: 08 9301 0299
Email: info@whiteoak.com.au