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Privacy Policy Summary

1GP Telehealth – Brisbane, Queensland & Surroundings

Effective Date: July 30, 2025

This summary outlines the key points about how 1GP Telehealth handles personal information as a telehealth service provider operating in Brisbane, Queensland, and surrounding areas.We collect, hold, use, and disclose personal information to provide safe and effective telehealth services under the Privacy Act 1988 (Commonwealth), Australian Privacy Principles (APPs), Healthcare Identifiers Act 2010, and Queensland Health privacy guidelines.As a telehealth provider, we also integrate with the My Health Record system operated by the Australian Digital Health Agency, handling information subject to the My Health Records Act 2012, Healthcare Identifiers Act, and Privacy Act.More comprehensive information can be found in our detailed Privacy Policy and My Health Record Integration Policy available on our website at 1gp.au.If you require access to these policies in alternative formats or languages, including disability accessibility or non-English speaking support, please contact our Privacy Officer using the details provided below. We will take reasonable steps to accommodate your access needs.

Collection of Personal Information

Personal Information Types

Personal information we collect may include your:

  • Full name and preferred names
  • Contact details (address, phone, email)
  • Medicare and health insurance details
  • Emergency contact information
  • Consultation enquiry and appointment details
  • Billing and payment information
  • Technical usage data from our telehealth platform
Sensitive Health Information

Sensitive information we handle includes:

  • Complete medical history and current health conditions
  • Symptoms and clinical presentations
  • Medication lists and allergies
  • Mental health status and psychological wellbeing
  • Family medical history
  • Diagnostic test results and imaging
  • Prescription and treatment records
  • Cultural and linguistic background (CALD information)
  • Genetic or biometric information (when clinically relevant)
Collection Methods

We typically collect personal information (including sensitive health data) from you or your authorized representative when:

  • Registering for telehealth services through our website 1gp.au
  • Scheduling appointments and conducting telehealth consultations
  • Processing billing and insurance claims
  • Handling patient enquiries and clinical communications
  • Managing follow-up care and specialist referrals
  • Integrating with My Health Record system (with your consent)
  • Coordinating with other healthcare providers in your care team

We also collect personal information when healthcare providers upload information to your My Health Record, including shared health summaries, discharge summaries, diagnostic imaging, pathology results, and prescription information. These records may contain personal health information about third parties (such as family medical history).

We collect information from registered healthcare organizations, Services Australia, pathology and imaging providers, and other registered repository operators within the My Health Record ecosystem.

Additionally, we gather information through our website analytics, patient portal usage, and social media interactions to improve our telehealth services and receive community feedback.

Notice for Collection of Personal Information (Collection Notice)

1GP Telehealth may collect your personal information through audio and visual recording during telehealth consultations for clinical documentation and quality assurance purposes. We are legally required to provide you with a Collection Notice that informs you of:

  • 1GP Telehealth’s identity and contact details
  • Circumstances of collection during telehealth appointments
  • Legal authorization for collection under healthcare legislation
  • Clinical and administrative purposes of information collection
  • Consequences of not providing required health information
  • Typical disclosure patterns to other healthcare providers
  • Privacy Policy details and patient rights
  • International data sharing (limited to Australian-based systems only)

Before providing personal information, please review our Collection Notice to understand how 1GP Telehealth will handle your data. While providing information is voluntary, refusing to share essential health information may limit our ability to provide safe telehealth services.

Download: 1GP Telehealth Privacy Collection Notice (PDF)

Information Technology Security Practices

All personal information collected by 1GP Telehealth is stored on secure cloud infrastructure with servers located exclusively in Australia. We maintain effective control over all personal information through:

  • End-to-end encryption for telehealth consultations
  • Multi-factor authentication for staff and patient access
  • Australian Privacy Principles compliance for all cloud storage
  • Regular security audits and penetration testing
  • 24/7 monitoring of our telehealth platform
  • Automatic backup systems with disaster recovery protocols
Information Use and Disclosure
Primary Telehealth Services

We use your personal information to:

  • Conduct telehealth consultations and provide clinical assessments
  • Coordinate care with your regular GP and specialist providers
  • Process prescriptions and medication management
  • Schedule follow-up appointments and send health reminders
  • Manage billing and process Medicare/insurance claims
  • Maintain clinical records and treatment histories
  • Provide emergency care coordination when required
Administrative Functions

Your information supports our business operations including:

  • Patient communication about test results and care plans
  • Quality improvement and clinical audit programs
  • Staff training and professional development (de-identified data)
  • Regulatory compliance reporting to health authorities
  • Customer support and technical assistance
Information Sharing With Consent

With your explicit consent, we may share relevant information with:

  • Your nominated GP or primary healthcare provider
  • Specialist doctors for referrals and ongoing treatment
  • Allied health professionals (physiotherapists, psychologists, etc.)
  • Hospitals and emergency services during urgent situations
  • Pathology and imaging centers for test coordination
  • Pharmacies for prescription fulfillment
Required Legal Disclosures

We may disclose information without consent only when:

  • Legally mandated by court orders or regulatory requirements
  • Public health emergencies requiring notification to Queensland Health
  • Serious threats to individual or community safety exist
  • Child protection concerns require reporting to authorities
  • Professional misconduct investigations by AHPRA or regulatory bodies
My Health Record Integration

When you consent to My Health Record integration, we may:

  • Upload consultation summaries and treatment plans to your record
  • Access existing health information from other providers in your record
  • Share relevant updates with your healthcare team through the system
  • Coordinate care with other My Health Record participants

Important: Your My Health Record information is governed by the My Health Records Act 2012 and can only be used for prescribed healthcare purposes, not for our general business operations.

Data Access and Correction Rights
Accessing Your Information

You have the unconditional right to:

  • Request complete copies of your 1GP Telehealth medical records
  • Review consultation notes and treatment recommendations
  • Access billing history and payment records
  • Obtain test results and diagnostic reports shared through our platform
  • View My Health Record entries made by 1GP Telehealth
Correction Requests

You may request:

  • Corrections to inaccurate personal or medical information
  • Updates to contact details and emergency contacts
  • Additions of relevant medical history or medication changes
  • Annotations explaining disagreements with clinical notes (rather than deletion)

We aim to respond to access and correction requests within 30 days. A reasonable fee may apply for large or complex requests.

Making a Privacy Complaint

You can submit privacy complaints to 1GP Telehealth in writing about how we have handled your personal information. We will respond to complaints within 30 days through our established complaint resolution process.

Internal Complaint Process
  1. Submit written complaint to our Privacy Officer
  2. Acknowledge receipt within 5 business days
  3. Investigate thoroughly and consult relevant staff
  4. Provide written response with resolution or explanation
  5. Escalate to management if initial resolution is unsatisfactory
External Complaint Options

If you are not satisfied with our response, you may lodge complaints with:

Office of the Australian Information Commissioner (OAIC)

  • Phone: 1300 363 992
  • Website: www.oaic.gov.au
  • Email: enquiries@oaic.gov.au

Queensland Health Complaints Commission

Australian Health Practitioner Regulation Agency (AHPRA)

Contact Information
General Support

Patient Support: support@1gp.au
Technical Help: tech@1gp.au
Billing Enquiries: billing@1gp.au
Website: www.1gp.au

Policy Updates

This Privacy Policy is reviewed annually and updated to reflect:

  • Legislative changes in privacy and healthcare law
  • Technology updates and new telehealth capabilities
  • Regulatory guidance from government and professional bodies
  • Patient feedback and community expectations

Current Version: 3.2
Last Updated: July 30, 2025
Next Review: July 2026

Significant changes will be communicated via email, patient portal notifications, and website updates. Continued use of our telehealth services constitutes acceptance of policy modifications.

1GP Telehealth is proudly serving Brisbane, Gold Coast, Sunshine Coast, Ipswich, Logan, and surrounding Queensland communities with accessible, secure telehealth services.