We have our own Charter of Healthcare Rights. It is our committment to you and we have based it on the Australian Charter of Healthcare Rights.

1. ACCESS
We will make ever effort to help you make appointments for your treatment needs. We really appreciate you cancelling promptly if you need to or let us know about rescheduling. If our receptionists cant fit you in please ask to be placed on our last minute list or ask the receptionist to consult directly with the dentist to see about fiting you in.

2. SAFETY
It is important that we keep you safe. Please fill in our medical history form and also bring in your list of medications each visit so we can keep our records up-to-date. If something ever goes 'astray' we are in communication with a network of trusted specialists so we will help you with professional care. Our primary concern is your health and welbeing and we are honest in our communications as we seek to offer support and advice with regard to how the situation can best be resolved or managed. We conform with the Australian Commission on Safety and Quality in Healthcare's Open disclosure framework.

3. PARTNERSHIP
Our practice values each individual as a unique person.  Please ask question as we really do want open communication. Decision making and planning are integral parts of working towards your great smile and health.

4. INFORMATION
We love to impart the knowledge we have gained! If we can make it easier for you to understand please let us know. We value being able to update you on the great range of options available today. Getting information that includes the risks and benefits help you make excellent health choices.
As always we want open discussion about costs and timetables.
We value to opportunities to help you understand and use good quality health information.

6. PRIVACY
All health information is private and confidential and we take this very seriously. You also have the right to ask us to show you your records and to transfer them. We are always happy to assist.

7. GIVE FEEDBACK
Your feedback is valuable to us. We will take any comments or feedback seriously and our practice will grow better because of your concerns or suggestions. Our preference is to tell us directly but if you want you can email us or write us a letter. If you ever did have a complaint we do have a complaint management process and committ to acknowledge and respond in a timely manner. If you feel we haven't responded in time or appropriately please put this in writting directly to the principle dentist- thanks.

The Australian Charter of Healthcare Rights is about high quality and safe healthcare. It was developed by Australia's leading organisation in quality and safety in healthcare - the Australian Commission for Safety and Quality in Healthcare.

We have included this in our web site to help you understand the rights we have using the Australian healthcare system. This particular document of healthcare rights was endorse by each State Health minister in 2008. Prior to this each healthcare state and hospital had its own statement of rights.

The Australian Charter of Healthcare Rights describes the rights of patients and other people using the Australian health system.

The Charter recognises that people receiving care and people providing care all have important parts to play in achieving healthcare rights. The Charter allows patients, consumers, families, carers and services providing health care to share an understanding of the rights of people receiving health care. This helps everyone to work together towards a safe and high quality health system. A genuine partnership between patients, consumers and providers is important so that everyone achieves the best possible outcomes.

Australian Charter of Healthcare Rights

The Australia Commission for Safety and Quality in Healthcare web site has a number of resources availableDescription text goes here

We welcome feedback about our practice, services and staff in person, by phone or in writing and are committed to responding fairly and within a timely manner.

We put you at the centre of everything we do but if we have not met your expectations, our team is ready to listen and to help.

Please feel free to email us: reception@mooneevaledental.com

Respecting your privacy and the law
The privacy of your personal information has always been important to us. We are committed to protecting your personal information and respecting your right to privacy. Our dental practice is bound by the National Privacy Principles in the Privacy Act 1988 (Commonwealth) and any relevant Health Privacy Principles under State legislation, as well as other applicable laws and codes affecting your personal information*. Within our practice our staff are trained to respect your privacy in accordance with our standards, policies and procedures. Our privacy policies are reviewed on a regular basis.

( *For example, those contained in the Health Records Act 2001 (Vic), Health Records and Information Privacy Act 2002 (NSW) or the privacy provisions contained in Part 2 of the Health Records (Privacy and Access) Act 1997 (ACT) or the Tasmanian Charter of Health Rights and Responsibilities.)

About our Privacy Policy
This Privacy Policy outlines how our practice will manage your personal information. It also describes generally the sorts of personal information held and for what purposes, and how that information is collected, held, used and disclosed.
Our Privacy Policy applies to all your dealings with us.
We encourage you to check our website regularly for any updates to our Privacy Policy and also please ask at the practice.

Collecting your personal information
Our dental practice usually collects information directly from our patients, carers or guardians. This may happen when you fill out an administrative form (eg medical history form) or when you give us personal information over the telephone or counter, or through our website. The information collected may include your name, postal or email address, date of birth, health fund membership, medicare card details, health information or other information our practice considers necessary.
In certain cases we collect your personal information from third parties. For example, we may collect information about your health and treatment from other health care professionals such as specialists or general medical practitioners.

Using and disclosing your personal information
At our dental practice we use health information for the purpose of providing you with healthcare. We only use your information for other purposes if :

1. You have consented

2. You would reasonably expect your information to be used for that purpose; or

3. Your information is required or authorised by law

Recalls or patient information sources
We may use or disclose your personal information to let you know about, and develop, products and services from the dental practice that might better serve your needs. For example, we usually send out a form of "patient reminder notices". You can contact us at any time if you no longer wish us to do so (see "Contacting Us" below).

Keeping your personal information accurate and up-to-date
We aim to make sure that the personal information we collect, use or disclose is accurate, complete and up-to-date. We will take reasonable steps to make sure this is the case. This way we can provide you with better healthcare.
It is important that you notify the dental practice about any changes to your medical or health information. Health information would include medications and natural alternatives. If you do not provide us with this information the consequence may include (but not be limited to) :

• we may not be able to provide best care;

• you may suffer harm or other adverse outcomes.

If you believe your personal information is not accurate, complete or up to date, please contact us (see "Contacting Us" below).

Protecting your personal information
At our practice we may store information in different ways, including in paper and electronic form. The security of your personal information is important to us and we take reasonable steps to protect it from misuse and loss and unauthorised access, modification or disclosure. Some of the ways we do this are:

• confidentiality requirements for our employees;

• document storage security policies;

• security measures for systems access;

• offering a discreet environment for confidential discussions within dental clinics;

• only allowing transfer of personal information where the individual seeking access has given written consent;

• access control for our buildings.

Where we have electronic records systems or backups of our records it is possible that the practice may use a "cloud" storage provider located outside Australia. The practice will take reasonable steps to ensure that any offshore transfer complies with our obligations under Australian privacy laws.
 

Your privacy on the Internet
Our Websites
No intentional data collection is undertaken via 'secret' means on our website.
Links to Other Sites
You may be able to access external websites by clicking on links we have provided. Those other websites are not subject to our privacy standards, policies and procedures. You will need to contact or review those websites directly to ascertain their privacy standards, policies and procedures.

Gaining access to your personal information
You can gain access to your personal information. This is subject to some exceptions allowed by law. (We will give you reasons if we deny access.)
In some cases we may be able to deal with your request over the telephone or over a counter. A signed consent form will be required to transfer your records to or from the practice. Our staff will assist you with the appropriate form.

Using Government Identifiers
Although in certain circumstances we are required to collect government identifiers such as your Medicare number or Vet Affairs card number, we do not use or disclose this information other than when required or authorised by law or unless you have voluntarily consented to disclose this information to any third party.

Dealing with us anonymously or with a pseudonym
You can deal with us anonymously with a pseudonym where it is lawful and practicable to do so. We do need to be able to uniquely identify your dental records so you would be required to remember your pseudonym details.

Resolving your privacy issues
If you would like to discuss any issues about our Privacy Policy, then you are able to do so a number of ways:

• You are always welcome to speak directly to our staff and they will do their best to resolve your issue.

• Talk to your treating dental practitioner

• Contact the practice principle owner. Practice contact details are located on the site. If your issues are not resolved to your satisfaction via a phone conversation please write and let us know.

If investigation is required we will keep you advised of progress. If staff are unable to resolve the matter, it will be escalated as appropriate to facilitate resolution.

Contacting Us
For more information about our Privacy Policy, please speak to your dental practitioner. Contact details are located on this website
For more information about privacy in general, you can visit the Office of the Australian Information Commissioner's website at www.oaic.gov.au