Privacy and Confidentiality
- Principles for the Collection of Consumer Information
Proserpine Nursing Home is committed to the principles outlined in the Privacy Act 1988 and Privacy Amendment (Enhancing Privacy Protection) Act 2012 [1]and has in place procedures that ensure compliance with the legislation including the protection of sensitive information including health information. The Consumer Handbook outlines our approach to maintaining privacy and confidentiality of consumer information. We use the OAC document, 10 Steps to Protecting Other People’s Privacy, as a guide to our privacy processes[2].
Management, staff and volunteers are provided with annual training and information on the rights of consumers to privacy and confidentiality and the processes to support this, and as needed when new staff/volunteers commence employment (see Section 7: Human Resource Management).
The key guidelines for respecting consumer privacy and confidentiality in Proserpine Nursing Home are:
- Consumers are provided with information on our privacy policy in the Consumer Handbook and our privacy statement is read to consumers during the consent collection process
- Consumer files and other information are securely stored
- We ensure a three-point identification check is conducted when making face to face and telephone contact with new consumers including validating their name, address and date of birth. We seek support from carers and family (who are also identified) if the consumer cannot self-identify. We use other identifying information (e.g. from referral information, such as Medicare number, pension and other documentation) to validate identification
- We take steps to correct information where appropriate and regularly review consumer information to ensure it is accurate and up to date
- We only collect information about consumers that is relevant to the provision of support and we explain to consumers why we collect the information and what we use it for
- Consumers can ask to see the information that we keep about them and are supported to access this information (see 1.6.3 Consumers Right to Access Information)
- Consumers are supported by us should they have a complaint or dispute regarding our privacy policy or the management of their personal information
- All information relating to consumers is confidential and is not disclosed to any other person or organisation without the consumer’s permission
- We only share information when it is necessary to ensure appropriate support is delivered and only with the consumer’s permission/consent beforehand
- The provision of information to people outside the service is authorised by the relevant manager
- We do not discuss consumers or their support with people not directly involved in supporting them
- Reviews are always conducted in private with the consumer and the relevant team member unless the consumer consents to their carer, advocate or another person being present
- During consumer assessments reviews the relevant team member asks the consumer about any particular privacy requirements they have such as their preference for a male or female support worker. These are noted on their assessment form and on the support plan
- Any discussions between staff about consumers are held in a private space
- Any references to individual consumers in meeting minutes refer to the consumer by initials only or another unique identifier, such as their consumer number
- We confidentially destroy any personal information held about our consumers when it is no longer necessary to provide support (see 8.11.6 Archiving).
(See 2.3.6 Assessment and Support Planning Practice and 2.6 Consumer Documentation and Information Sharing).
- Confidentiality of Complaints and Disputes
As far as possible, the fact that a consumer has lodged a complaint and the details of that complaint are kept confidential amongst staff directly concerned with its resolution. Similarly, information on disputes between a consumer and a staff member or a consumer and a carer is kept confidential. The consumer’s 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 dispute.
- Consumers Right to Access Information
Consumers of Proserpine Nursing Home have a right to read any personal information kept about them. A request from a consumer (or their advocate) to access information is referred to the relevant team member who confirms the request with the GM and then arranges for the consumer to view their information within 30 days of the request.Information is provided in a format accessible by the consumer. The consumer can nominate a representative to access their records held by us.
The team member is available to assist the consumer in understanding the information and to explain terminology or other assistance.
On advice from our legal representative, access to a consumer’s record may be denied. This is discussed with the consumer/advocate should this situation arise.
- Collection of personal information through website
Contact forms
We collect some personal information such as, name, email, phone number when you submit an enquiry through our website and use this information to address your enquiry. Your personal information will not be provided to any other parties.
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[1] Australian Government Privacy Act 1988 and Privacy Amendment (Enhancing Privacy Protection) Act 2012
[2] Based on: Australian Government Office of the Australian Information Commissioner Protecting Customers Personal Information Accessed 8 August 2019