All healthcare systems, including the My Health Record system and other digital health products, require careful monitoring to ensure that potential clinical incidents are identified and addressed.
A clinical incident may relate to the My Health Record system or content directly, or the behaviour of clinical software when interacting with the My Health Record system.
A clinical incident is defined by Australian Commission on Safety and Quality in Health Care (ACSQHC) as "an event or circumstance that resulted, or could have resulted, in unintended and/or unnecessary harm to a person and/or a complaint, loss or damage".
A clinical incident can be related to safety, usability, technical, and privacy and/or security issues.
How are clinical incidents managed?
Users should report clinical incidents so the incident can be addressed and improvements made as needed. If you identify anything you think is a clinical incident or issue you should:
- Report incidents/issues of clinical significance as soon as possible to the My Health Record helpline on 1800 723 471 24 hours 7 days.
- Call your software vendor to see if the issue can be resolved locally; and if not,
- If you don’t know the right party to contact, please use the table below.
|
Issue with... |
Contact details |
|
Your local clinical software system |
Software vendor's helpdesk |
|
My Health Record system |
Australian Digital Health Agency, My Health Record System Operator helpline 1800 723 471 |
|
Healthcare Identifiers Service |
HI Service Enquiry Line 1300 361 457 |
|
PKI certificates |
Services Australia eBusiness Service Centre for Medicare certificates 1800 700 199 |
|
Data privacy breaches |
For data breaches related to My Health Record, see guidance on how to manage a data breach |
|
Other enabling products and services, e.g. National Clinical Terminology Information Service (AMT, SNOMED-CT-AU) |
Australian Digital Health Agency Help Centre help [at] digitalhealth.gov.au 1300 901 001 8am-6pm Mon-Fri (AEDT) |
|
Technical specifications |
Australian Digital Health Agency Help Centre help [at] digitalhealth.gov.au 1300 901 001 8am-6pm Mon-Fri (AEDT) |
My Health Record system usability in your software
We are focussed on improving the usability of the My Health Record system. Requirements for usability enhancements is iterative and in some cases improvements have been delivered through software updates.
To find out more and provide your own feedback, see Usability Improvements.
