Rewards program tied to bulk billing triggers patient data concern

Consumer advocacy group Choice has issued a warning about a corporate medical chain’s rewards program, which requires patients to sign up in order to access bulk-billed healthcare.
 
The program – run by ‘Our Medical’, which operates 33 medical, dental and radiology centres throughout Queensland, New South Wales, and Victoria – offers patient benefits such as bulk-billed care, a free flu vaccine and vouchers for dental and physio appointments.
 
But Choice has also alleged that it is pushing patients to sign up to online privacy policies that are ‘broad, vague and allow the sharing of data with “third parties”’, as those who decline to join the program are charged a private fee to access care.
 
Dr David Adam, a member of RACGP Expert Committee – Practice Technology, told newsGP he has concerns about attaching access to subsidised care to the rewards program.
 
‘I can certainly appreciate that providing high-quality medical care at an affordable price to patients is difficult with Medicare rebates at the level they are. Our team is always looking for ways to improve the sustainability of practice,’ he told newsGP.
 
‘However, this is a disappointing approach. Vulnerable patients may not feel that they have a choice in accessing care except to agree to an intrusive membership program which sacrifices their privacy.’
 
According to Our Medical’s privacy policy, patients’ personal information can be used ‘to conduct business processing functions including providing personal information to our related bodies corporate, contractors, service providers or other third parties’.
 
It also states data can be used for ‘the administrative, marketing [including direct marketing], planning, product or service development, quality control and research purposes of Cornerstone, its contractors or service provider’.
 
However, a spokesperson for Cornerstone Health, which owns Our Medical, denied Choice’s allegations and told newsGP the company does not, and will never use personal data for commercial purposes, nor share it with third parties for financial gain.
 
‘No additional information is captured within this rewards program than in a usual patient registration process,’ they said.
 
‘We handle all personal information in accordance with relevant privacy and health records legislation.
 
‘Our privacy policy includes reference to direct communication with patients including for feedback purposes.’
 
Nonetheless, Dr Adam said healthcare consumers deserve transparency and agency in the use of their health data.
 
‘The terms and conditions that patients are required to agree to are explicit that this data can be shared for a wide variety of purposes, that extremely sensitive data like location can and will be collected, and that their terms and conditions can be altered at any time without notification to members,’ he said.
 
‘Practitioners involved in businesses with membership or rewards programs should be careful that they do not breach Medicare regulations.’
 
Choice consumer data advocate Kate Bower likewise said the program is ‘incredibly alarming’.
 
‘Our Medical’s privacy policy is extremely opaque and difficult to decipher,’ Ms Bower said.
 
‘Patients deserve to be able to book a doctor’s visit without the risk that their personal data may be exploited for commercial purposes or shared with unknown third parties.
 
‘People shouldn’t be forced to choose between their privacy or getting help when they’re sick.’
 
Despite the concerns, Cornerstone Health has said the program was designed soley to deliver better quality, accessible healthcare to patients.
 
‘One of the significant challenges of healthcare is capturing accurate and up-to-date information such as correct name, mobile number and email address,’ a spokesperson said.
 
‘To enable us to do that, we’re putting it in the hands of the patient to ensure its accurate and kept up to date.
 
‘The rewards program also acts as a verification process. It is our obligation under Medicare to verify that the person named on the Medicare card is the person that we’re delivering care to.’
 
Choice is now calling on Attorney-General Mark Dreyfus to fast-track proposed reforms to the Privacy Act to better protect consumers.
 
‘We urgently need reform to the Privacy Act to ensure consumers and their data are effectively protected,’ Ms Bower said.
 
‘Introducing a “fair and reasonable use” test would ensure businesses only collect and use data for the express purpose of providing the service.’
 
Log in below to join the conversation.

bulk-billing patient data privacy