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A message to our valued users and customers...
I’m writing to update you on our response to recent media reports about HealthEngine's Practice Recognition System (PRS) and user data privacy.
Practice Recognition System
Until recently, positive patient feedback on medical practices has been published on the HealthEngine website through the PRS.
The PRS was intended to operate as a positive, aspirational, recognition system, where only the practices rated highest by the practice’s own patients appeared.
Media reports have suggested that HealthEngine may have misled users by removing negative comments from patient feedback under the PRS.
We take these claims very seriously. The trust of our users and customers is important to us and we want to be sure that users clearly understand the information they obtain from our site and that the operation of our PRS complies with all of our regulatory obligations.
That is why we have removed the published feedback component of the PRS from our website pending robust internal and external reviews.
By way of background, the Health Practitioner Regulation National Law, as interpreted by the AHPRA Guidelines, prohibits the publication of any feedback containing reference to the identity of a specific health practitioner or patient or referring to the provision of clinical care services to the patient and that may represent a “testimonial”
Consistent with these aims, we edited some user feedback to seek to ensure that it complied with the National Law and AHPRA Guidelines and with our positive intentions for the PRS. While many of the edits were minor and required by law, it appears there were occasions when our editing went beyond what was required under our regulatory obligations.
In relation to published feedback, our process was to email all users to let them know that their feedback may have been edited. All the practice’s patient feedback, positive and negative, is provided back to the practice unedited.
Over the last three years, we have received very few complaints about the way we have edited published feedback.
Nevertheless, we are seeking to work with relevant regulators and will act decisively on the outcomes of the current reviews to ensure our processes meet best practice standards.
We respect the privacy of our users and appreciate the trust they place in us.
If you have any feedback on how we could improve our services, we'd love to hear from you at firstname.lastname@example.org
Dr. Marcus Tan
Founder, CEO & Medical Director
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Terms and Conditions
Australia's largest Online Booking System is now available to AGPAL clients at no cost.
- 'AGPAL accreditation' as listed on www.agpal.com.au.
- An eligible general practice is required to use HealthEngine for the provision of the Online Booking System for a minimum period of 12 months from the time of their first appointment going live online.
- The HealthEngine Online Booking System is included as long as an eligible general practice remains AGPAL accredited.
- Standard pricing applies if an eligible practice is no longer accredited by AGPAL.
- If an eligible general practice takes the offer and terminates the Online Booking System service during the first 12 month period, the total amount of monthly fees that would have been payable during that period become payable within 30 days.
- Not available with any other offer. Additional charges apply for other HealthEngine services including the Online Health Directory and Appointment Marketing.
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Transforming access to healthcare
HealthEngine is Australia's largest online health marketplace, transforming the way Australians access and use healthcare services.
We are driven to advance the accessibility of healthcare for all Australians by improving access to information and technology, and ultimately improving the experience of healthcare services.
HealthEngine makes finding and booking health appointments online quick and easy. We help more than 1 million patients each month to connect with over 8,000 local health practitioners and book an appointment instantly.
Free for patients, our website and smartphone app allow you to navigate Australia's complex health system while providing practitioners with technology to improve the patient healthcare journey.Read more...
HealthEngine's Practice Recognition System
You may have noticed patient satisfaction scores, ratings, and positive customer feedback on many practice profiles. Our practice recognition system is designed to help you find highly rated practices on HealthEngine.