Current as of: April 2026

This practice is bound by the Federal Privacy Act 1998 and National Privacy Principles, and also complies with the NSW Health Records Act 2001.

‘Personal health information’ a particular subset of personal information and can include any information collected to provide a health service.

This information includes medical details, family information, name, address, employment and other demographic data, past medical and social history, current health issues and future medical care, Medicare number, accounts details and any health information such as a medical or personal opinion about a person’s health, disability or health status.

 It includes the formal medical record whether written or electronic and information held or recorded on any other medium e.g. letter, fax, or electronically or information conveyed verbally.  

Our practice has a designated person Mr. Saravana Kumar (Director, YES IT Services) with primary responsibility for the practice’s electronic systems, computer security and adherence to protocols as outlined in our Computer Information Security policy (Refer 6.1.1). This responsibility is documented in the Contract agreement. Tasks may be delegated to others and this person works in consultation with the privacy officer. 

Our Security policies and procedures regarding the confidentiality of patient health records and information are documented and our practice team are informed about these at induction and when updates or changes occur. 

The practice team can describe how we correctly identify our patients using 3 patient identifiers, name, and date of birth, address or gender to ascertain we have the correct patient record before entering or actioning anything from that record. 

For each patient we have an individual patient health record (paper, electronic or a combination of both, “Hybrid”) containing all clinical information held by our practice relating to that patient. The Practice ensures the protection of all information contained therein. Our patient health records can be accessed by an appropriate team member when required. We also ensure information held about the patient in different records (e.g. at a residential aged care facility) is available when required. 

Doctors, allied health practitioners and all other staff and contractors associated with this Practice have a responsibility to maintain the privacy of personal health information and related financial information. The privacy of this information is every patient’s right.

The maintenance of privacy requires that any information regarding individual patients, including staff members who may be patients, may not be disclosed either verbally, in writing, in electronic form, by copying either at the Practice or outside it, during or outside work hours, except for strictly authorised use within the patient care context at the Practice or as legally directed.

There are no degrees of privacy.  All patient information must be considered private and confidential, even that which is seen or heard and therefore is not to be disclosed to family, friends, staff or others without the patient’s approval.  Sometimes details about a person’s medical history or other contextual information such as details of an appointment can identify them, even if no name is attached to that information. This is still considered health information and as such it must be protected under the Privacy Act 1998.

Any information given to unauthorised personnel will result in disciplinary action and possible dismissal. Each staff member is bound by his/her privacy clause contained with the employment agreement which is signed upon commencement of employment at this Practice. (Refer Section 2).

Personal health information should be kept where staff supervision is easily provided and kept out of view and access by the public e.g. not left exposed on the reception desk, in waiting room or other public areas; or left unattended in consulting or treatment rooms. 

Practice computers and servers comply with the RACGP computer security checklist and we have a sound back up system and a contingency plan to protect the practice from loss of data. (Refer 6.1.1 Computer information security) 

Care should be taken that the general public cannot see or access computer screens that display information about other individuals. To minimise this risk automated screen savers should be engaged.

Members of the practice team have different levels of access to patient health information. (Refer Section 6 Computer Information security) To protect the security of health information, GPs and other practice staff do not give their computer passwords to others in the team. 

Reception and other Practice staff should be aware that conversations in the main reception area can often be overheard in the waiting room and as such staff should avoid discussing confidential and sensitive patient information in this area. 

Whenever sensitive documentation is discarded the practice uses an appropriate method of destruction (shredding or computer drive, memory sticks etc are reformatted)

Electronic information is transmitted over the public network in an encrypted format using secure messaging software. Where medical information is sent by post the use of secure postage or a courier service is determined on a case-by-case basis. 

Incoming patient correspondence and diagnostic results are opened by a designated staff member. Items for collection or postage are left in a secure area not in view of the public.

Facsimile, printers and other electronic communication devices in the practice are located in areas that are only accessible to the general practitioners and other authorised staff. Faxing is point to point and will therefore usually only be transmitted to one location via. 

All faxes containing confidential information are sent to fax numbers after ensuring the recipient is the designated receiver.

Confidential information sent by fax has Date, Patient Name, Description and Destination recorded in a log book.

Write, “Confidential” on the fax coversheet

Check the number dialed before pressing ‘SEND’

Keep the transmission report produced by the fax as evidence that the fax was sent.  Also confirm the correct fax number on the report. 

Faxes received are managed according to incoming correspondence protocols 

The practice uses a fax disclaimer notice on outgoing faxes that affiliates with the practice. 

“This facsimile transmission contains information which is confidential.  This information is intended for the named recipient only.  If you are not the intended recipient, please be advised that any disclosure, copying, distribution, or use of the contents of this information is strictly prohibited, and that any misdirected or improperly received information must be returned to the Practice immediately.  If you have received this facsimile in error, please telephone 02 9061 7177.” 

Emails are sent via various nodes and are at risk of being intercepted. Patient information may only be sent via email if it is securely encrypted according to industry and best practice standards.  

Patient privacy and security of information is maximised during consultations by closing consulting room doors. All Examination couches, including those in the treatment room, have curtains or privacy screens. 

When, consulting, treatment room or administration office doors are closed prior to entering staff should either knock and wait for a response or alternatively contact the relevant person by internal phone or email. 

Where locks are present on individual rooms these should not be engaged except when the room is not in use

It is the doctor’s/health care professional’s responsibility to ensure that prescription paper, sample medications, medical records and related personal patient information is kept secure, if they leave the room during a consultation or whenever they are not in attendance in their consulting/treatment room. 

All patient records are securely stored within our Best Practice clinical software system, protected by strong passwords, user access controls, and regular data backups. Access to your information is strictly limited to authorised clinical and administrative team members for legitimate healthcare or administrative purposes. Any paper-based records are kept in secure, locked storage and are safely disposed of when no longer required.

We take every reasonable step to ensure your information remains accurate, complete, and up to date. If your contact, address, or medical details change, we encourage you to inform our reception team promptly so that we can maintain the accuracy of your records.

Your personal and health information may be shared with other healthcare providers involved in your care—such as hospitals, specialists, allied health professionals, pharmacies, or diagnostic services—only with your consent or when required by law (for instance, in cases of notifiable diseases, subpoenas, or court orders).

You have the right to:

· Access your health record.

· Review the information we hold about you.

· Request corrections if any information is inaccurate or incomplete.

Requests can be made in writing to our Practice Manager or submitted through our reception team.

Our staff are trained in privacy and confidentiality procedures to ensure your health information is handled responsibly, securely, and with the utmost professionalism. We are dedicated to maintaining your trust and ensuring compliance with all relevant privacy obligations at every stage of your care.

PEARL medical and dental centre

SHOP 1 & 1A/90 Cartwright Ave, Miller NSW 2168

P:  02 9061 7177    F: 02 9136 5234

E: info@pearlmedical.com.au 

W: https://pearlmedical.com.au/

PRACTICE HOURS

Monday to Friday: 9am – 5pm

Saturday: Closed

Sunday: Closed

Public Holidays: Closed

If there is an emergency, please call 000

OUR PRACTICE

At Pearl Medical and Dental Centre, we welcome all patients new and existing, we strive to provide the best health care service to the community, best working environment to staff and provide space for creativity in learning. PMADC is owned and managed by GP’s. It is a family-oriented practice delivering quality healthcare services for the local community. Our doctors are well experienced with a number of sub-speciality interests. We are committed to improving the happiness and wellbeing of our patients, integrating current knowledge of curative space with compassion and kindness, we are a young practice with aspirations to be the best practice in the hub of Miller and surrounding suburbs.

APPOINTMENTS

Appointments can be made by calling our practice on 02 9061 7177, or you can book online through our website:  www.pearlmedical.com.au.  Our standard appointment length is 10 minutes.  If you require a longer appointment or would like to book appointments for more than one member of the family, please advise reception when booking.  We accept walk-in appointments, but priority will be given to those patients with pre-booked appointments.  

We make every effort to accommodate your preferred time and GP. However, emergencies do occur, and though every effort is made to keep to appointment times, emergencies will be given priority. Our staff will attempt to contact you if unforeseen delays occur. We thank you in advance for your understanding.

OUR TEAM

GP’s:

Dr Vijayathasan Krishnapillai

Dr Jayathini Ganesh

Our RN’s:

Ms Swreta Shivani, Selma Planthara, Qudsia Kounare

ALLIED HEALTH: 

Mrs Fibi Jacob - Physiotherapist

OUR PRACTICE MANAGER: 

Mrs. Asha Kandiban 

RECEPTION TEAM

Ms. Dhana Muthu

Ms. Noel Alaelua

SERVICES AVAILABLE

- Children’s Health/ Immunisations

- Senior’s Health 

- Men’s Health

- Women’s Heath 

- Skin checks

- Diabetes Management 

- Asthma Management 

- Weight Management 

- Mental Health Assessment 

- Pre-employment Executive health checks

- Travel medicine 

- Vaccinations

- Pathology

- Sports Medicine 

- Minor Emergencies

- Work Cover/ Workers compensation

- GPMP Care Plans

- Covid Vaccination

- Flu Vaccination

MANAGEMENT OF YOUR PERSONAL HEALTH RECORD

At Pearl Medical and Dental Centre, we follow the OAIC Australian Privacy Principles as detailed here: https://www.oaic.gov.au/individuals/privacy-fact-sheets/general/privacy-fact-sheet-17australian-privacy-principles Any information contained in your health record is confidential and is only available to authorised staff.  

We comply with all professional and statutory privacy obligations. All information provided by you to the practice, whether to your GP or staff, is strictly confidential and will not be shared with any third party unless you request it, or sharing it is required by law.

The sharing of your health information with other health professionals will always be discussed with you first.
Your information is stored securely, and all staff are trained in the management of health information and confidentiality.

If you wish to access your health information, please discuss this with your doctor. For more, see our privacy policy. A copy of our Privacy Policy is located at Reception and on our website.

Maintaining up-to-date contact information is essential: please let us know of any changes to your contact details, including your next of kin in case of an emergency or if we cannot contact you for an urgent matter.

Recall and reminder systems

As appropriate, you will automatically be enrolled in the reminder systems administered through the practice. Please advise reception staff if you would prefer this not to happen.

Recalls will occur when the doctor requests you return for an important or urgent matter.

COMMUNICATION WITH YOUR DOCTOR

Our reception team will be happy to take your telephone message and pass it on to the doctor, who will deal with it as soon as they are available to do so.  Our doctors can conduct consultations, provide referrals or provide prescriptions over the telephone - you can also come into the practice for a consultation with your doctor.  To ensure your privacy, our staff will reply to your requesting and consent email with the results/medical correspondence.

PHONE calls:

From time to time your GP or practice nurse may call you to relay urgent medical information. Messages will be passed on to your GP and will be dealt with at their discretion. 

Telephone Consult: 

If you are having a phone consultation, you will just need your mobile or landline phone. It is also important to identify a quiet, private place where you can talk to your GP over the phone. Choose somewhere where there is no background noise.

· Wait for your GP to call you for the consultation. As with appointments in the practice, our GP might be running behind

· Make sure you have your device near you and not on silent mode.

· If you’re having a phone consultation, our GP might need to ask you some initial questions to make sure they’re talking to the right person.

· Our GP will go through everything covered in your consultation, including any actions you need to take (eg getting a blood test, getting and filling your prescription, making another appointment). Make sure you write these down

· Ask your GP to clarify anything you did not understand during your consultation.

· If you would prefer a paper prescription/reports/referrals, you will need to come in and collect this from our general practice. 

Getting your prescription during telephone consult:

· We cannot send scripts through email as this is not a secure means of communication. 

· Our GP can now send your medicine prescriptions to your mobile phone number (SMS) or email address using a ‘Escript’ 

· An electronic prescription is an alternative to a paper prescription. If you choose an electronic prescription, our general practitioner (GP) will send a ‘token’ to your mobile phone via SMS or to your email. Your token is then scanned by your pharmacy to dispense your electronic prescription. The pharmacy can then access your electronic prescription and dispense your medicine. When using electronic prescriptions, you can still visit any pharmacy you choose.

· For pharmacies that don't utilise an Escript. With your permission and the necessary information, we can fax a paper prescription to the pharmacy so that when you visit, the medications will be dispensed.

Blood test and radiology requests during telephone consult:

· If you need a request for a blood test or radiology appointment, our GP can send the request to you by email. You can then contact the pathology or radiology clinic you wish to attend, and ask how you should forward the electronic request to them (via email is preferable). 

· If you know which pathology or radiology clinic you will attend while on the phone with your GP, you can ask your GP to send directly to the clinic. You may need to contact the clinic to book an appointment (for radiology). The results will be sent back to our GP as usual.

TEST RESULTS

Our doctor will advise you of when they expect your test results to arrive back. Make sure to book in an appointment to review your test results with your doctor. If your tests or reports reveal any urgent concerns or request a need to follow-up for non-urgent appointments, the receptionist or your doctor will contact you to book in for a consultation. For patient confidentiality purposes, after we provide test results over the phone, our staff will reply to your requesting and consent email with the results. We may send reminders by SMS, phone or letters regarding your test results and reports – please let Reception know if you wish to opt out of receiving these reminders. 

NURSE CLINIC

At our clinics we have Registered Nurses working who are available for appointments. Our Nurses offer a variety of services including Health checks, Diabetes and blood sugar check, Immunisations, Dressing change and Wound care, Blood pressure checks, Spirometry, ECG’s Baby growth and development. Appointments for our nurses can be made through reception.

Appointment Cancellation & Non-Attendance Policy

APPOINTMENT CANCELLATION

· We understand that plans change and appointments need to be rescheduled or cancelled. Wherever possible, we ask that scheduled appointments be cancelled 24 hours before the appointment time.

· Our team of health professionals want to be available for the needs of you and all of our patients. Providing 24 hours’ notice allows us to offer your appointment to another patient who may need to see a doctor more urgently.

· When a patient does not show for a scheduled appointment, it means that another patient loses an opportunity to be seen. In an attempt to avoid this, we have a non-attendance policy.

NON-ATTENDANCE POLICY

· With a first appointment non-attendance we ask that you please remind yourself of our non-attendance policy and the potential fee that could occur following a third missed appointment.

· Following a second non-attendance you will be notified that a third missed appointment will result in a fee of $50 being applied to your account (at the discretion of Management). 

· After a third non-attendance a $50 fee will be applied to your account. Once this fee is paid you will then be able to book further appointments with us.

FEES AND BILLING 

Bulk Billing Practice

Pearl Medical and Dental centre is a fully Bulk Billing practice. 

Most consultations are time-based and will incur private fees for patients who are not eligible for Medicare. Fees are payable at the time of consultation by cash, credit card, EFTPOS.

Fees also apply to telehealth. Patient who is not eligible for Medicare.

Patients without Medicare card

Appointment

Fee (non-concession card holder)

Standard consultation

$80.00

Long consultation (>20 mins)

$120.00

For urgent home visits and bulk-billed after-hours consultations, we recommend:
• Sydney Medical Service Co-op Ltd – Phone – 1300 466 347 / (02) 8724 6300
• Available 6pm – 8am

Our booking system is set up to automatically send you an SMS reminder the day before your appointment, unless you have opted out or do not have a mobile phone.

We ask that you kindly confirm your appointment by replying “YES” to the SMS, or you cancel the appointment by replying “NO”. 

You can also click on the link in the message to confirm, cancel or change your appointment, or you can call us to do so. 

If you have given us your email address, our booking system will also email you an appointment confirmation upon you booking an appointment. You can use the links in the email to opt out of receiving these emails. 

We send SMS reminders as part of our practice’s commitment to preventative health care. 

This includes reminders for annual flu vaccines, scheduled child immunisations, boosters for travel vaccines, health assessments, blood pressure checks, cervical screens and routine tests.

If you have opted out of receiving these reminders or you do not have a mobile phone, you will not receive these reminders. We might try to call you about them, but we generally don’t. It is ultimately your responsibility to take preventative steps to look after your own health. 

We send SMS messages to patients to follow up important matters, such as test results via HOTDOC. 

If you have opted out of receiving these reminders or you do not have a mobile phone, we will contact you about recalls by other means, as we have a duty to follow up important matters. 

We send our patients SMS messages via HOTDOC about the following:

· Appointment reminders; 

· Preventative health reminders; and

· Messages about test results and to follow up other important matters (also known as recalls).

We also send emails to our patients to confirm appointment bookings. 

· Privacy legislation limits our ability to send emails containing health information to you or request any information, personal or health related, via email. In some cases, exceptions can be made with your consent.

If you would like to stop receiving recalls or reminders by SMS, please let our receptionist know so we can update your communication preferences in our system to turn them off.

If you are not receiving SMS reminders and/or recalls from us but would like to, please let our receptionist know. We may need to update your phone number or change your communication preferences in our system.

The doctors do not prescribe drugs of dependence to patients that they are unfamiliar with.

Jump into Google and search for our Pearl Medical and Dental Centre or click the link below to leave a review and your experience with us. 

https://pearlmedical.com.au/ 

We always welcome constructive comments or suggestions. Our Staff and Practice Manager are here to help so please do not hesitate to ask for assistance. Due to the unpredictable nature of general practice consultations, the doctors will sometimes be behind schedule. We apologise for any inconvenience this may cause. 

Pearl Medical and Dental Centre is committed to listening and responding to feedback from our patients. This enables us to further improve the quality of services we deliver. If you have any feedback you would like to share with us, please email us at info@pearlmedical.com.au

Please note that this process can take up to 30 working days depending on the subject matter of your feedback.

Alternatively, you can phone us on:
02-9061 7177
or write to us at:
Patient Feedback
1 & 1A Miller Central, 

90 Cartwright Avenue, 

Miller, NSW 2168

However, if you are dissatisfied and want to take your concerns further, you may contact the Health Care Complaint Commissions by writing to Locked Bag 18, Strawberry Hills, 2012. 

Telephone: 1800 043 159

· Privacy Policy

· Anti - Discrimination Policy

· Data and Security Breach Protocol

· Internet and Email Usage Policy

· Social Media Policy 

· Feedback

If you have a complaint or any other feedback (whether positive or negative, or a suggestion for improvements), we would appreciate hearing from you.  

To lodge a complaint or give feedback, you can: 

• write to us at: 

Practice Manager 

Suite 1 & 1A, Miller Central,90 Cartwright Ave, Miller, NSW 2168

• telephone us on 02 9061 7177 and ask to speak to the Practice Manager or 

• email us at info@pearlmedical.com.au (please refer to our Email Policy). 

Pearl Medical and Dental Centre takes complaints seriously. Upon receipt of a complaint, we will examine the complaint and investigate internal procedures.  

We will endeavour to respond to your complaint within 30 days of submission. We may need you to provide more details about the complaint in order to be able to respond properly.  

If you are not satisfied with our response to your complaint, you can contact the Health Complaint Commissioner. 

Health Care Complaint Commissioner 

Telephone: 1800 043 159  

Web: https://www.hccc.nsw.gov.au/contact-us 

Members of the public may make a notification to the Australian Health Practitioner Regulation Agency (AHPRA) about the conduct, health or performance of a practitioner or the health of a student.  

Australian Health Practitioner Regulation Agency (AHPRA)  

Telephone: 1300 419 495 Web: www.ahpra.gov.au 

Refer to our Privacy Policy regarding complaints relating to a privacy matter.  

In the second half of 2026, we collected feedback from our patients via a questionnaire. We asked respondents to evaluate their experiences with our practice. We are so thankful for all your honest feedbacks and we tried to improve ourselves. 

We listened to you and we are improving patient care 

At Pearl Medical and Dental Centre, we carried out a patient survey (the Practice Accreditation and Improvement Survey) and asked for your honest opinions on the service we provide. We listened to your concerns and have taken the following actions in order to make improvements to patient care where you feel it would be most useful: 

What you told us 

What we have done 

· Have more doctors on and a female doctor for my partner and all. 

· Have Doctors on the weekend

We have posted add and reached recruitment agency for recruiting more doctors. 

· They should be more focused on the waiting timing. Even if there are two patients it takes more than an hour to get your number. This leads to lots of unsatisfaction. Pathology and sometime with doctors. 

We have extended the pathologist's availability for more days.  

We inform patients of any anticipated delays when they arrive. 

· Long wait time.  

· Wait time should be improved. 

· The wait time could be better. 

· More chairs in the waiting room

We spaced out the appointments and gave scheduled appointments priority before walk-ins. To reduce waiting times, we let booked in patients know if there was an emergency and how long the delays are prior to their appointment. 

We have arranged more chairs in the waiting room.

PATIENT FEEDBACK QUESTIONNAIRE: 2026 

We are collected feedback from our patients via a questionnaire, with patients asked to evaluate their experiences with our practice based on their recent consultation.  

We appreciate your honest feedback, which helped us enhance the continuity of care at our practice. 

Feedback results during 2026

Jump into Google and search for our Pearl Medical and Dental Centre or click the link below to leave a review and your experience with us. 

Pearl Medical & Dental Centre