Privacy and Confidentiality

Murray Valley Aboriginal Cooperative Health Service complies with Australian Government Legislation ensuring that the privacy of our clients is maintained. A copy of our privacy and confidentiality procedure is available at reception. Further information is available from the Office of the Australian Information Commissioner on 1300 363 992.

Complaints

Murray Valley Aboriginal Cooperative Health Service acknowledges that client complaints are an important source of customer feedback. Under the Health Services Act 1987 people with complaints should try to resolve them directly with the Health Service provider. Please ask to speak with the Health Service Manager.

If a satisfactory outcome is not achieved then a complaint can be directed to the Health Services Commissioner for action by calling 03 8601 5200.

Communication

Murray Valley Aboriginal Cooperative Health Service endeavours to respond to all communication in a timely manner. Murray Valley Aboriginal Cooperative Health Service will ensure that all personal and health information needs discussed over the phone are conducted in a private and confidential manner. We abide by our strict privacy and confidentiality policy.

Murray Valley Aboriginal Cooperative Health Service does not transfer patient information via email, unless it is encrypted.

Process for follow-up of results

Murray Valley Aboriginal Health Service is not expected to follow up every test ordered, or to contact patients with the results of every test or investigation undertaken.

The GP will review each test and investigation result as it arrives at Murray Valley Aboriginal Health Service.

The GP will flag clinical important or abnormal results that require further action. Health service staff will act under the direction of the GP, to take a degree of effort to contact the patient to discuss the test and investigation results. Furthermore, the contracted pathology lab will contact the Murray Valley Aboriginal Health Service if there is any results outside the normal range that are critical.

The GP will inform patients in their consult regarding the process for follow up of results and whether there is a need for a future appointment.
Patients are more than welcome to contact the health service to see if the investigation results have been received by Murray Valley Aboriginal Health Service.