Privacy Policy

Privacy Policy:

Campbelltown Family Care

CFC MEDICAL SERVICES PTY LTD

ABN 63 659 567 772

Effective Date: 05 June 2026

Last Updated: 05 June 2026

1. Introduction

Campbelltown Family Care (“we”, “our”, “us”) is committed to protecting your privacy and maintaining the confidentiality and security of your personal and health information.

This Privacy Policy explains how CFC MEDICAL SERVICES PTY LTD (ABN 63 659 567 772) collects, uses, stores, and discloses your personal information in accordance with the Privacy Act 1988 (Cth), including the Australian Privacy Principles (APPs) and applicable healthcare privacy obligations.

By using our website, booking appointments, submitting forms, or accessing healthcare services at Campbelltown Family Care, you consent to the collection and use of your information as outlined in this Privacy Policy.

2. What Information We Collect

We may collect personal and sensitive information that is necessary to provide healthcare services and manage our practice.

This may include:

Personal Information

Full name
Date of birth
Address
Email address
Phone number
Emergency contact details
Medicare details
Pension or concession card information
Health insurance details

Sensitive Health Information

Medical history
Medications and prescriptions
Allergies
Test results
Referral letters and specialist reports
Immunisation records
Family medical history
Treatment plans and consultation notes

Website and Online Information

When you visit our website, we may collect:

IP address
Browser type
Device information
Website usage data
Cookies and analytics information
Information submitted through website forms

3. How We Collect Information

We collect information in several ways, including:

When you register as a patient
During consultations with doctors, nurses, or healthcare providers
Through online appointment systems
Via website enquiry or contact forms
Through telephone calls, emails, or SMS communications
From third parties involved in your care (with consent or where authorised by law), including:
- Specialists
- Hospitals
- Pathology and radiology providers
- Allied health professionals
- Medicare and government agencies

We may also receive information through healthcare technology and appointment systems we use to support patient care and administration.

4. Why We Collect Your Information

We collect, hold, and use personal information for purposes including:

Providing medical treatment and healthcare services
Maintaining medical records
Scheduling and managing appointments
Sending appointment reminders and healthcare notifications
Referrals to specialists or allied health providers
Ordering pathology or imaging services
Managing prescriptions and electronic prescribing
Processing billing, Medicare claims, and payments
Improving patient care and practice operations
Meeting legal and regulatory obligations

Where practical, we will only collect information necessary for these purposes.

5. Appointment Systems and Digital Health Services

To improve patient experience and service delivery, we may use third-party healthcare systems and providers, including:

Best Practice Medical Software

We use Best Practice clinical software to securely manage patient medical records, appointments, billing, prescriptions, and clinical documentation.

Heidi / Lyrebird Health

We may use Heidi / Lyrebird Health, an AI-assisted medical documentation tool, to assist healthcare practitioners with consultation documentation and clinical note-taking. Information processed through these systems is handled securely and in accordance with applicable privacy and healthcare obligations.

Online Booking Platforms

We may use appointment booking systems such as:

HotDoc
Healthengine

When booking online, your information may also be subject to the privacy practices of those providers.

SMS Reminders and Communications

We may send SMS or email communications regarding:

Appointment confirmations
Appointment reminders
Follow-up care
Health-related notifications
Practice updates

You may opt out of non-essential communications where applicable.

6. Disclosure of Your Information

We may disclose your information where necessary to support your healthcare or as required by law.

This may include disclosure to:

Medical specialists
Hospitals
Pathology and radiology providers
Allied health practitioners
Pharmacies
Medicare and the Department of Veterans’ Affairs
Government authorities where legally required
Professional advisers, insurers, or legal representatives where necessary

We will only disclose health information where:

You have consented;
It is necessary for your healthcare; or
We are required or authorised by law.

7. My Health Record and eHealth Services

Where relevant and with appropriate permissions, we may access or upload information to national digital health systems, including My Health Record, in accordance with Australian law and patient consent requirements.

8. Website Forms and Online Enquiries

If you complete a contact form, appointment request, or enquiry form on our website, we may collect the information you provide to:

Respond to your enquiry
Arrange appointments
Provide healthcare-related information
Improve our services

Please avoid including unnecessary sensitive health information in general website contact forms unless specifically requested.

9. Cookies, Website Analytics and Advertising

Our website may use cookies and similar technologies to improve website performance and user experience.

We may use services such as:

Google Analytics
Google Ads tracking
Meta/Facebook advertising tools
Website analytics platforms

These tools may collect information about how visitors use our website, including pages visited, time spent on pages, and interactions with website content.

This information helps us:

Improve website functionality
Measure advertising performance
Improve patient experience
Understand website traffic and usage

You may adjust your browser settings to disable cookies, although some website functionality may be affected.

10. Data Security

We take reasonable steps to protect your personal and health information from misuse, interference, loss, unauthorised access, modification, or disclosure.

Measures may include:

Secure medical software systems
Password-protected access
Staff confidentiality obligations
Secure electronic storage
Restricted access to medical records
Cybersecurity and IT protections

Despite our best efforts, no method of electronic transmission or storage can be guaranteed as completely secure.

11. Accessing or Correcting Your Information

You may request access to your personal or medical information or ask us to correct inaccurate or incomplete information.

Requests should be made in writing to:

Email: reception@chealth.com.au

We may require identity verification before releasing records.

In some circumstances permitted by law, access may be limited or denied.

Administrative fees may apply for the provision of copies of medical records.

12. Retention of Records

We retain medical records in accordance with applicable legal and professional obligations.

Patient medical records are generally retained for the minimum periods required under Australian healthcare and records legislation.

13. Complaints

If you believe your privacy has been breached or you have concerns about how we handle your information, please contact us first so we can investigate and resolve the issue.

Privacy Contact:

Campbelltown Family Care

Email: reception@chealth.com.au

If you are not satisfied with our response, you may contact the:

Office of the Australian Information Commissioner (OAIC)

Website: www.oaic.gov.au

Phone: 1300 363 992

14. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in legal requirements, technology, or our practice operations.

The latest version will always be available on our website.

15. Contact Us