Frequently asked questions

Getting Started

• What is the Healthelink Electronic Health Record pilot?
  

• How will an electronic health record help me?
  

• What types of information will my electronic health record contain?
  

• Who can participate in the pilot?
  

• How do I participate?
  

• Do I have any choice about having an electronic health record?
  

• How does Healthelink know which record to add my information to?
  

• I would like to participate but I don't use a computer. Can I give my son or daughter online access to my record?
  

Getting access to your record

• How do I get access to my own electronic health record?
  

• What if I don't have a computer?
  

• Can my child access their own record?

Associate Access

• What is an Associate?
  

• How do I get access to my child's record?
  

My Healthelink record

• Who will have access to my Healthelink record?
  

• What if there are inaccuracies in my electronic health record?
  

• Can you add information to an electronic health record?

• Can information be deleted from my record?

• If I add information to my electronic health record, do I still need to tell my doctor about it during a consultation?

• Will my doctor be required to enter information into Healthelink?

• Will my old records be on the system?
  

Opting Out

• What if I don't want to be in Healthelink?
  

• How/When can I opt out?
  

• If I opt out can I opt in again?
  

• Will I still get the same care and treatment if I don't participate in the Healthelink pilot?
  

• What happens to my record if I opt out?
  

• I don't want a Healthelink record. How can I make sure no information is held about me in the Healthelink system?
  

Privacy and Security

• How will my privacy be protected?
  

• What do I have to do?
  

• What security features does the system have?
  

• What if I have sensitive information on my record that I don't want all clinicians to be able to see?
  

Complaints

• What if I have a complaint about the electronic health record pilot?

More information

• Where can I find out more about Healthelink?

• What's the difference between an Electronic Health Record (EHR) and an Electronic Medical Record (EMR)?
   

What is the Healthelink Electronic Health Record pilot?

Healthelink is a new electronic health record system that's being run in parts of NSW to test its benefits. Healthelink brings together your health information from different doctors, hospitals and health clinics and puts it into one secure computer record. Whenever you go to a participating health service, you and the health professionals treating you will have better access to your health information.

 

Healthelink is the first system in NSW that combines information from different healthcare providers and creates one summary record for you. What this means, for example, is that if you are treated at one hospital that's in the pilot and then you go to any other participating health service, they will be able to access a summary of your health information which will help them to give you better care and treatment.

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How will an electronic health record help me?

For the first time ever, you and your participating healthcare providers will be able to access information from different healthcare providers in one place. Many healthcare providers are involved in the pilot, including family doctors (GPs), hospital doctors and nurses and other health professionals providing care via community health centres.

 

A major benefit is that all of your participating clinicians will be able to see the same record. Your Healthelink record gives you a simple way to access important information from all of your participating healthcare facilities free of charge.

 

If you're in Healthelink you will be able to share in decision making about your healthcare, and the system may even help you keep track of your medicines, allergies, emergency contact details and the date of your next appointment. You can access your electronic health record securely over the Internet, or give access to someone else, like your husband or wife, carer, son or daughter, so they can help you look after your health. You can also get a paper copy of your record from Healthelink.

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What types of information will my electronic health record contain?

Healthelink will contain summaries of the medical information from records kept by your participating doctors, hospitals or community health centres. Some of the things that might make up your health information could be allergies, medications, health problems and notes from the different doctors you see.

 

Some other types of information that might be in your Healthelink record could be:

• Summary of treatments (which may include: diagnoses, procedures, allergies and medications) from participating:
• • hospitals
  • emergency departments
  • outpatients
  • community health centres
  • general practice
• Pathology results (eg.blood tests)
• Radiology reports
• Patient entered data 

 

Healthelink records are summary records and not the full health records held by individual healthcare providers or health services.  These more detailed records are not available through Healthelink. 

 

Not all doctors and other health professionals are taking part in the electronic health record pilot. Only information that comes from participating healthcare providers will be added to your Healthelink record. Healthelink records will expand over time as more records are incorporated into the system.

 

Over time there might be other doctors and health services joining Healthelink which will help to make your record more complete. To see which healthcare providers and health services are currently involved in the pilot, see the Participating Healthcare Providers.

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Who can participate in the pilot?

The Healthelink electronic health record pilot is open to all patients aged 0-15yrs & 65yrs and over living in the following postcode areas:

Greater Western Sydney
2142, 2145, 2146, 2147, 2148, 2150, 2153, 2747, 2750 & 2770

Maitland
2320, 2321, 2322, 2323, 2324

who attend a participating facility.

Patients who were 15yrs or under at the time of enrolment, but who subsequently turn 16 will continue to be included in the pilot.

 

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How do I participate?

The pilot is open to everyone in the age and postcode groups described above. The Healthelink electronic health record pilot works on an opt out basis. This means that you will be enrolled in the pilot automatically if you are in one of the age and postcode groups and receive treatment from a participating health professional.

 

To give you time to decide whether you want to be in Healthelink, there is a 30 day 'cooling off period'. This means no information about you is available in Healthelink for the first 30 days after you're enrolled. Once the 30 days have passed, all your participating doctors and health providers will be able to see your information in an electronic health record and each time you are treated at a participating health service, more of your health information will be sent to Healthelink.

 

You can withdraw from the electronic health record pilot at any time without having to tell us why.

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Do I have any choice about having an electronic health record?

Yes. It's your choice whether you want to take part or not in the electronic health record pilot. If you don't want to be in Healthelink, simply tell us by filling in the opt out form, by calling Healthelink on 1800 75 22 66 or by asking your participating family doctor (GP) to opt you out. You will still have the same access to healthcare whether you have an electronic health record or not.

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How does Healthelink know which record to add my information to?

When you are enrolled in the electronic health record pilot you will be given a unique Healthelink User ID. This helps Healthelink to know which record belongs to you, and which information to add to your health record. To help Healthelink make sure it has the right details, you should tell all the health services and doctors you visit if your address changes.

 

Healthelink uses sophisticated matching techniques but if your personal details are not the same every time information about you is sent to the Healthelink computer, we may not be able to accurately match your health information. If this occurs, two separate records may be created for you in Healthelink. If you think you may have more than one Healthelink record you should contact the helpdesk on 1800 75 22 66.

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I would like to participate in Healthelink but I don't use a computer.  Can I give my son or daughter online access to my record?

Even if you don't have a computer, or know how to use one, you can still have an electronic health record. If you want to give your son or daughter access to your Healthelink record you can. All you need to do is fill in the Request for Access form and Request for Associate Access form and take both forms to a participating post office along with your relevant identity documents. Both you and your Associate will have to attend the post office.

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How do I get access to my own electronic health record?

You can get a paper copy of your Healthelink record at any time by contacting Healthelink on 1800 75 22 66.

You can also get secure access to your record via the Internet by following these steps:
1. Complete the Request for Access form (This was in the information kit mailed to you when you were enrolled).
2. Take the form to a participating post office.
3. You must go to the post office with proof of your identity.
4. You will then receive a personal username and password so you can securely log in to your record through the Internet.

You should keep your username and password in a safe place to prevent loss or misuse.

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What if I don't have a computer?

If you have a personal User ID and Password you can access your electronic health record at any time over the Internet.  You don't need a home computer. You can use the Internet at public libraries and Internet kiosks. Your User ID and password will give you similar levels of security to online banking. 

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Can my child access their own record?

Children will automatically have their parents or guardians manage their records and most will want their parents to continue managing their health record.

Once your child is 14 or 15 years old, they can in special circumstances manage their own Healthelink record.

When your child turns 16, they will receive a letter inviting them to get their own User ID and Password to their Healthelink record.

For more information see the Teenagers Fact sheet   (66K) or call us on 1800 75 22 66.

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What is an Associate?

You can choose to give another person online access to your record. You might want to give access to your partner, husband or wife, parent or guardian, carer, son or daughter, or someone else you think needs to have access to your health information. A person granted access to your record is known as an "Associate".

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How do I get access to my child's record?

1. Fill in the Request for Associate Access Form (This is in the information kit you received when your child was enrolled).
2. Take the completed form to a participating Post Office (the full list is available here).
3. You must go to the Post Office with proof of your identity and proof of your child’s identity and you must provide proof you are their parent or legal guardian. You don’t need to take your child with you to the Post Office.
4. After the form is submitted and processed we will advise you by mail of your User ID and how to obtain your password.

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Who will have access to my Healthelink record?

Participating healthcare providers and health services will be able to see and add information to your record. All healthcare providers taking part in Healthelink will be registered and will have their own User ID and Password. Every time someone logs in and accesses your record, a note is added to the Audit History of your record. This lets you see who has accessed your record and what information they have looked at.

 

Should you wish, you may choose the organisations/facilities that have access to your record. Please contact Healthelink on 1800 75 22 66 if you would like to arrange this. 

 

As this is a pilot program, information in your Healthelink record will only be collected from healthcare providers involved in the pilot. Some of the health professionals you visit may not be involved in Healthelink, and these healthcare providers are not able to see or add information to your electronic health record. It may take a while to build up a complete medical record for you but the quicker you start the more comprehensive your record will be.

 

You need to register for a User ID and Password if you want to access your electronic health record online. If you don't want online access, you can contact Healthelink for a paper copy of your record.

 

You can also give Associate access to family members or someone else if you think they need to see your record. Healthelink calls these people Associates. You need to choose carefully who you nominate as an Associate person because once they have been given access the associate can view your entire electronic health record and add information.

 

The Healthelink pilot does not allow any information in a Healthelink record to be used for any commercial purposes. No information in any Healthelink record will be released to:

• Insurance companies;
• Employers; or
• Any group seeking to use the Healthelink record for financial gain.

 

The only third parties who may have access to Healthelink during the pilot are people involved in evaluation, system maintenance and administration of the Healthelink computer, or where the law says access is required or allowed. Healthelink's policies about privacy and security will apply to these people.

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What if there are inaccuracies in my electronic health record?

If you think any information may be incorrect, contact Healthelink on 1800 75 22 66 for advice on how this can be fixed.

 

If your name, address or date of birth is incorrect, we can correct those details. It will also help if you make sure all your doctors and other healthcare providers have the right address details for you.

 

If you believe any of the medical information in your record is wrong, you can talk to us to find out how to ask your doctor or health service to correct that information. Changes to health information can only be made in the system that sends this information to Healthelink and then the Healthelink computer can update your record. There will be a history of all changes and who has made them.

 

You and your doctors can't delete any information that is in the electronic health record but you can add updates to some sections of your record. 

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Can you add information to an electronic health record?

Yes, you can add information in a number of areas including allergies and medication.  Healthelink can also help you to keep track of your health conditions. If your child has diabetes, you can record their blood sugar levels into their Healthelink record so the diabetes nurse can see how your child is tracking. Healthelink has templates to help you enter information into your record. There’s also an electronic version of the Blue Book which you can add information to, helping you record your child’s health milestones.

 

This information is available to participating healthcare providers, you and anyone you have given access to. If you have added something to your child’s record that you want the doctor to be aware of, tell them at the appropriate time during treatment.

 

Note that you should still continue to use the written Blue Book.

 

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Can information be deleted from my record?

No, no-one can delete information from your record. Information in Healthelink may be changed by an authorised healthcare provider or by you, and in this event a new version of the information is created. If you believe any of the medical information in your record is wrong, you need to talk to Healthelink to find out how to get your doctor or healthcare provider to correct that information.

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If I add information to my electronic health record, do I still need to tell my doctor about it during a consultation?

Yes. If you want to add information to your own record, you can do so. This information is available to anyone who can see your Healthelink record, including doctors, you and anyone you have given access to but it doesn't mean they will always read your notes. If you have added something to your record that you want your doctor to be aware of, you must also tell them at the appropriate time.

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Will my doctor be required to enter information into Healthelink?

No. Your doctors' patient management system will automatically send Healthelink a pre-defined summary at the end of each patient session. There is also the facility to enter patient information directly into the Healthelink record via a secure Internet site if required.

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Will my old records be on the system?

Generally no, old records will not be on the system. Only information added after the pilot started will be in Healthelink. For community healthcare where healthcare is often provided in sets of care, the complete set of care will be included in your record that relates to your current visit. That might mean a record from an earlier community healthcare episode will be included in your Electronic Health Record.

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What if I don't want to be in Healthelink?

You can withdraw from the pilot at any time, the easiest way to do this is to call us. 

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How / when can I opt out?

If you want to opt out, there are several ways you can do this:

• You can call us on 1800 75 22 66.
• You can fill in the opt out form and send it back to us
• If you already have online access to your record, you can go to the consent questionnaire screen when you log into your record and click on the opt out button.
• Some participating doctors (only GPs) can also opt you out of Healthelink from their computer. Some doctors' systems will not be able to do this right at the start of the pilot, but your doctor will be able to tell you when his or her system can do this.

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If I opt out can I opt in again?

Yes, you can change your mind at any time. To get back into the electronic health record pilot you need to call us on 1800 75 22 66.

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Will I still get the same care and treatment if I do not participate in the Healthelink pilot?

Yes. If you decide not to take part in the Healthelink pilot, your healthcare will continue as usual.

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What happens to my record if I opt out?

If you opt out your record will be made inaccessible and no doctors or other authorised health professionals will be able to see it.

 

The law says Healthelink must keep health records for certain periods of time. Appropriate systems and policies are in place to protect your information from loss, unauthorised access and misuse. All participating healthcare services and Healthelink staff are bound by law and ethical practice to keep your information confidential.

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I don't want a Healthelink record. How can I make sure no information is held about me in the Healthelink system?

So that Healthelink knows you are not taking part, your personal details (such as your name, address and date of birth) will be stored in the Healthelink computer.  This is to make sure Healthelink does not store any of your health information after you opt out. If you have opted out, your details are not accessible to healthcare providers accessing Healthelink.

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How will my privacy be protected?

We will protect the privacy of your Healthelink electronic health record by:

• Collecting and storing your information securely.
• Making sure the health professionals who access your Healthelink record understand their privacy obligations. This is the same as exists with your current records.
• Allowing you to access your record only through a secure log in process.
• Allowing you to see who has viewed your record and what information they looked at. 
• Investigating complaints in an appropriate manner and timeframe.

 

See Your rights which explains how information can be collected, stored and used.

 

All healthcare providers involved in the pilot will sign an agreement to look after the security and privacy of their patients' records.

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What do I have to do?

To make sure Healthelink can match your information to the correct record, it's important that you keep your name and address details up to date with all of your healthcare providers. Password security is also important. Please keep your Healthelink username and password securely and don't share this information with other people.

 

If you access your electronic health record online and add information, you should make sure you don't include information that you know is incorrect. Healthelink reserves the right to deny access if there have been allegations about misuse of access rights.

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What security features does the system have?

Healthelink knows that protecting the privacy and security of your health information is essential. There are several ways Healthelink looks after the security of your record. The computer your health information is stored on is kept in a secure room. All information sent to the Healthelink computer is sent in a special way that meets with international clinical messaging standards. What this means is that information is scrambled into a special code that no-one can read while it is being sent, until it safely arrives at the Healthelink computer.

 

The system is also protected by tools to keep it safe from viruses and from other people getting access if they are not authorised. Anyone who uses Healthelink will need their own personal username and password.

 

To make sure the Healthelink computer is secure, we run checks that can tell whether any unauthorised person is trying to access Healthelink. Our security systems are based on national and international standards and are similar to what banks use to keep online banking safe and secure.

 

Even personal log in details can be an important part of online security. That's why we make it possible to see who has accessed your Healthelink electronic health record and what information they have looked at. This will help you keep track of online access to your record.

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What if I have sensitive information on my record that I don't want all clinicians to be able to see?

If there's anything about your healthcare that you don't want authorised doctors and other health professionals to see, you should opt out of Healthelink. If a doctor is authorised and participating in Healthelink they can see all the information in your record. The easier way to do this is to call us. Alternatively complete the opt out form and mail it to Healthelink.

 

If you want to have an electronic health record but don't want information about one particular consultation to go in your record, you can opt out before you see the doctor or clinic and then opt back in afterwards. If you do this, you need to remember that healthcare providers will not be able to see information about that consultation when they make decisions about your future care.

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What if I have a complaint about the electronic health record pilot?

Healthelink welcomes your feedback and we aim to address any complaints or concerns promptly. There are a number of ways you can raise any issues about the program:

• Firstly, you can contact the healthcare facility that treated you if the concern relates to information in your record from that facility.
• You can contact Healthelink on 1800 75 22 66 or write to us at Locked Bag 5086, Parramatta CBD Business Centre, Parramatta, NSW, 2124. Healthelink has a complaints policy  (66K) which sets out how we will handle any complaints we receive.
• If your complaint is about privacy, you can ask for an internal review under the Health Records and Information Privacy Act from your service provider or from Healthelink, or contact Privacy NSW direct.
• You can also raise concerns with the Health Care Complaints Commission. The Health Care Complaints Commission is independent from the public health system. It was set up to look at people's complaints about health services. A complaint may be investigated by the Commission, referred to another body or person for investigation, referred for conciliation with the complainant's permission or referred to the Director General of Health.

Healthelink reserves the right to revoke an individual's access to the system if there is evidence of misuse or if the possibility of misuse is being investigated.

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 Where can I find out more about Healthelink?

Healthelink has a help desk which can answer any questions you might have about the program. Call the Healthelink help desk on 1800 75 22 66 during business hours. 

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What's the difference between an Electronic Health Record (EHR) and an Electronic Medical Record (EMR)?

This pilot relates to Electronic Health Records (EHRs). Electronic Health Records are made up of summaries of information from a variety of sources eg hospital, GP and community care. EHRs are often available to the individuals they relate to.

 

Electronic Medical Records contain detailed information from hospital systems. Electronic Medical Records are typically for hospital staff only.