Privacy Policy

1. Introduction

WA Paeds (“we”, “us”, “our”) is committed to protecting the privacy and confidentiality of children and their families. This policy explains how we collect, use, store and disclose personal and health information, and how parents or legal guardians may access and correct that information. This policy applies to all personal and health information collected by WA Paeds in providing paediatric medical services and is available free of charge.

2. Whose Information We Collect

We collect:

• Personal and health information about children.

• Contact and billing information about parents or legal guardians.

Parents or legal guardians usually provide consent on behalf of their child, unless the child is assessed as having sufficient maturity to make their own decisions in accordance with Australian law and medical guidelines.

3. What Information We Collect

Information necessary to provide safe and effective care, including:

• Names, dates of birth, and contact details.

• Parent/guardian details and relationship to the child.

• Medical history, diagnoses, medications, and allergies.

• Medicare, private health insurance, and referral details.

• Consultation notes, correspondence, and reports.

Information is usually collected directly from parents or guardians and may also be obtained from referring doctors, hospitals, or other health providers with appropriate consent.

4. How We Use Information

We use personal and health information to:

• Assess, diagnose, treat, and manage your child’s health.

• Communicate with parents or guardians about care and results.

• Coordinate care with other health professionals.

• Manage practice administration, billing, and Medicare compliance.

We do not use information for unrelated purposes without consent, unless required by law.

5. Disclosure of Information

Information may be shared with:

• Referring GPs and treating health professionals.

• Hospitals, pathology, and imaging providers.

• Medicare, insurers, and regulatory bodies.

• Approved service providers supporting practice operations.

All disclosures are made in accordance with privacy law and professional obligations.

6. AI-Assisted Transcription

We may use secure, Australian-based AI clinical transcription services (e.g., Lyrebird/Heidi) during consultations:

• Data remains stored in Australia.

• Information is not used for training or secondary purposes.

• Parents or guardians may opt out at any time.

7. Overseas Disclosure

We do not routinely disclose personal or health information overseas. If this becomes necessary, appropriate privacy safeguards will be applied and consent sought where required.

8. Data Security, Storage and Retention

Medical records are stored in a secure Australian cloud-based clinical system, using encryption and restricted access controls. Only authorised staff involved in your child’s care may access records. Information is retained as required by law and then securely deleted or de-identified.

9. Consent and Choice

You are not required to provide all requested information; however, this may limit our ability to provide care. By registering with WA Paeds, you consent to the collection, use, and disclosure of information as described in this policy, subject to any limitations you notify us of.

10. Reports

A consultation report will be sent to the referring GP as required. A copy will also be emailed to the parent or guardian if requested.

11. Fees

Consultation fees are above the Medicare schedule fee and an out-of-pocket cost applies. Payment is required at the time of consultation or before .Non refundable deposit may be required for the first appointment to secure the appointment. A valid referral is required to claim a Medicare rebate.

Appointments are confirmed upon receipt of a partial upfront booking fee (30%). The remaining balance is settled on the day of consultation or 48-72 hours before . If you need to alter your booking time, we require at least two business days’ notice, with a limit of one calendar adjustment per booking.

Operational paperwork , NDIS / Centrelink  legal documentation, and clinical support letters completed outside of your child’s scheduled appointment time incur separate administrative processing fees $ 100. These out-of-pocket charges are non-rebatable through Medicare.

12. Privacy Concerns

If you have a privacy concern, please contact us at admin@wapaeds.com.au. We aim to respond within 14 working days. If unresolved, you may contact the Office of the Australian Information Commissioner (OAIC):

• Phone: 1300 363 992

• Website: www.oaic.gov.au

13. Feedback and Complaints Management Policy

• At WA Paeds, we are dedicated to delivering exceptional clinical care and maintaining a supportive environment for our families. We value all feedback, as it allows us to continually refine and improve our services. If you have a concern or grievance, we are committed to addressing it through a structured, confidential, and efficient review process.

  Our Feedback Resolution Process

  • Acknowledgment: We will formally acknowledge the receipt of your concern within five (5) business days. 
  • Clinical & Administrative Review: Your feedback will be thoroughly and confidentially investigated by our practice manager and clinical leadership team to understand all perspectives of the situation.
  • Formal Resolution: We aim to provide a comprehensive, formal written response within ten (10) business days. This response will detail the outcomes of our review, any internal process adjustments made, and our proposed resolution.

  Our Commitment to Direct Collaboration

  As part of our partnership in your child’s health journey, we kindly ask that you bring any clinical or administrative concerns directly to our team first. This direct communication gives us the opportunity to immediately address, understand, and resolve the matter with you in a collaborative spirit before you consider posting a public online review.

  External Escalation

  If you believe our internal review has not satisfactorily resolved your concerns, you maintain the right to escalate your grievance to the independent oversight body for health services in Western Australia:

  Health and Disability Services Complaints Office (HaDSCO)

  • Phone: (08) 6551 7600 | Toll-Free (within WA): 1800 813 583
  • Website: www.hadsco.wa.gov.au