Our privacy policy

Silver Chain, the organisation behind Home Hospital, is a charitable organisation that provides health and aged care services to people in need in the community. As such, we routinely collect and use individuals' personal and sensitive information to ensure delivery of appropriate, timely and quality health and aged care services.

Disclosure of this information to Silver Chain places Silver Chain in a position of trust within the community and we therefore seek to protect the privacy of individuals in accordance with the National Privacy Principles within the Privacy Amendment (Private Sector) Act 2000 (Privacy Act). The following Privacy Statement identifies how we manage and protect the information provided to us in accordance with the Privacy Act.

 

Primary purpose for collection of information

The primary purpose of the personal information that Silver Chain collects is to ensure the delivery of appropriate health and aged care services that are tailored to the needs of the individual.

 

Secondary purpose

Silver Chain is a charitable organisation that receives government funding. Public fundraising helps us enhance the provision of health and aged care services. As such, we also use the names and addresses of the people for whom we care, and those who donate, to forward a regular Silver Chain newsletter. This newsletter contains information on the array of services available and also provides details as to how people can support Silver Chain in its fundraising activities. People receiving care can elect not to receive this newsletter, however most find it helpful.

 

Information we collect, use and store

To enable the delivery of health and aged care services we collect the following types of personal information:

• Name and address of client
• Health status and services provided
• Relevant demographic and social information
• Name and contact number of any carers or relevant family members
• Name and contact number of the client’s general practitioner and other relevant health care providers

To deliver holistic palliative care services to clients with a life-limiting illness, we also request information on the client’s religious affiliations to better support the delivery of chaplaincy services as and when required by the client.

To inform our donors of Silver Chain news and updates, we collect the following types of personal information:

• Name, address and contact number
• Donation amount
• Date donation is banked

 

Disclosure of personal information to others

There are several instances under which Silver Chain needs to provide personal information to other agencies.

The first instance is where we need to provide another agency with information to enable care to be delivered to the client. The client’s consent is sought prior to the release of this information.

A second instance occurs where, for legal reasons, we are obligated to provide information under subpoena. The Privacy Act establishes guidelines for the release of information under these circumstances.

The third instance is where we provide de-identified information to funding agencies and government departments to meet contractual requirements. De-identified information cannot be linked directly back to an individual.

In all other situations, the release of personal information relating to the client may only occur with the written consent of the client or legal guardian of the client.

Notwithstanding the above, the client has the right to withdraw consent to release personal information at any time. Ideally, such communication should be in writing.

 

Reporting requirements

Silver Chain is contractually obligated to provide reports to various funding bodies and government departments. These reports usually provide de-identified information on the amount of care provided and the types of clients supported

Under the funding provided by the Department of Veterans’ Affairs for Community Nursing and Veterans’ Health Care Programs, reporting information is provided to the Health Insurance Commission on the amount of care provided and the Department of Veterans' Affairs pension numbers of the veteran clients supported.

 

Legal requirements for release of information

In the absence of the consent of the person to whom the information refers, or a person authorised to act on their behalf, under the Privacy Act, information can only be released to another if:

• There is a statutory obligation to disclose certain information. (For example, subpoenas, warrants, coronial inquiries, provisions of the Freedom of Information Act and Guardianship Act).
• The public interest requires the release of confidential information.

 

Use of contractors

At times, Silver Chain uses contractors to provide aspects of care to clients. Silver Chain contractors are required to abide by the same confidentiality and privacy requirements as Silver Chain employees and this is clearly stated within their contract.

 

Keeping information up to date and accurate

Silver Chain makes every effort to keep personal information up to date and accurate. This may mean that, at times, Silver Chain staff will review the personal information held and request verification as to its accuracy.

 An 'updates' slip is enclosed with each edition of the Link newsletter. This is to provide the opportunity for readers to update their personal contact details. To request access to aspects of your personal information that we might hold, or to notify us of any changes or corrections, please contact the Customer Operations Centre on (08) 9242 0242.

 

Access to individual personal information

Individuals can request access to all the personal information held by Silver Chain by contacting the Customer Operations Centre. This request will be evaluated as per the requirements and conditions of the Privacy Act. There may be instances where access is denied to certain records or aspects of records in accordance with the Privacy Act.

The Chief Executive’s office staff will ensure the request is handled in a timely manner. It is reasonable to expect that extraction of the personal information required may then take up to 15 working days, due to the need to access both paper-based and computerised information systems. A nominal fee may be charged to meet the costs of extracting the information. This is at the discretion of our Chief Executive.

 

Privacy concerns, complaints and suggestions

Silver Chain is keen to ensure it adheres to the National Privacy Principles and protects the individual’s right to privacy. If you have any concerns, complaints or suggestions as to how we might improve in this area, please contact the Customer Operations Centre on (08) 9242 0242. It is reasonable to expect a response to your complaint, concern or suggestion within three working days. Where a complaint requires investigation, we seek to provide the findings of the investigation and discuss these with the complainant within 10 working days.