Privacy policy

Last updated: October 2026

Who we are

Flourish Medical Group, 12 Deakin Street, Traralgon VIC 3844. This policy explains how we handle personal information, including health information, in line with the Privacy Act 1988 (Cth), the Australian Privacy Principles and the Health Records Act 2001 (Vic).

What we collect

We collect information needed to provide you with health care and to run the practice, including:

• your name, date of birth, address and contact details
• your Medicare number and any concession, DVA or health fund details
• your health information — medical history, medications, allergies, test results and notes from your consultations
• information from other health providers involved in your care
• next of kin or emergency contact details

How we collect it

Usually directly from you, in person, by phone, through our new-patient form or when you book through HotDoc. Sometimes we receive information from other providers — a specialist letter, a hospital discharge summary or pathology results. Where it is reasonable and practicable, we collect information from you rather than from someone else.

Why we collect it

To provide you with health care; to communicate with other providers involved in your care; to bill Medicare or another payer; to send you reminders and recalls; for practice accreditation and quality improvement; and to meet our legal obligations.

When we disclose it

We disclose your information only where you would reasonably expect it, where you have consented or where the law requires it. That may include:

• other health providers involved in your care — specialists, pathology, imaging, hospitals, allied health
• Medicare, the Australian Immunisation Register and My Health Record where applicable
• your insurer or employer, for a WorkCover, TAC or pre-employment matter, with your consent
• where disclosure is required or authorised by law or necessary to lessen a serious threat to life, health or safety

We do not sell your information and we do not disclose it overseas in the ordinary course of providing your care.

The website and this form

Our enquiry form asks only for your name, email address, an optional phone number and your message. Please do not include medical or health information in it. Enquiries sent through the form are received by email and are not a secure channel for clinical information. For anything clinical, call us on 03 5174 6711 or book an appointment.

Online bookings are handled by HotDoc, which operates under its own privacy policy. Information you enter into the booking widget is collected by HotDoc as well as by us.

Website analytics

We use Google Analytics to understand how this website is used — for example which pages are visited most and how people find us. It uses cookies and records information such as the pages you view, your device and browser type and your approximate location. It does not receive your name or anything you type into our enquiry form or the HotDoc booking widget.

Google processes this information on our behalf and may store it outside Australia. You can opt out with the Google Analytics opt-out browser add-on or by blocking cookies in your browser.

Keeping it secure

Your records are held in electronic and, where relevant, paper form. We protect them with access controls, staff confidentiality obligations, secure backups and physical security. Only staff who need access to your record in order to do their job have it.

How long we keep it

Health records are retained for the period required by law — generally seven years from the last entry for an adult and until the age of 25 for a person who was a child at the time of the last entry.

Access and correction

You may request access to your health information and ask us to correct it if it is wrong. Ask reception for a request form. We will normally respond within 30 days. In limited circumstances we may decline access and if so we will explain why in writing. An administrative fee may apply for providing copies.

Complaints

If you are concerned about how we have handled your information, please tell us first — contact the Practice Manager on 03 5174 6711 or write to us at 12 Deakin Street, Traralgon VIC 3844. We take complaints seriously and will respond.

If you are not satisfied with our response, you can contact the Office of the Australian Information Commissioner (oaic.gov.au) or, in Victoria, the Health Complaints Commissioner (hcc.vic.gov.au).

Changes to this policy

We review this policy from time to time. The current version is always available on this page.