Accessing your information
Your medical records
You have the right to access information about you and your medical records held by the Parkville Youth Mental Health and Wellbeing Service.
Health workers seeking young people’s records for clinical care can visit Requesting young people’s information
Open all
Freedom of Information (FOI)
- Your medical record includes health information collected during your time receiving service from, community care, inpatient and/or in home visits. The information is used to assist in your ongoing care and treatment.
- The information includes but is not limited to, details of current and past illnesses and medications taken and prescribed.
- Be made in writing
- Explain how the information is inaccurate, incomplete, out of date, or would give a misleading impression, and provide evidence or information to support this
- Be clear and specific about what kind of amendments or corrections you are seeking (for example, add a note to the document explaining how you would like us to amend your record)
- An amendment to your medical record may take the form of an alteration or a notation but will not include deleting or expunging the original information
- No fees will be applied to this request, unless you are also seeking a copy of the record. Please see the table under the heading ‘How much does it cost?’ for the copy of record release fees.
- Using the FOI application form
- Submitting your request in writing by letter
- Submitting your request via email to HIS@pymhws.org.au
- In some instances the application fee may be subject to a fee reduction or waived entirely where the applicant is experiencing financial hardship.
- If you apply for the application fees to be waived due financial hardship, you must provide evidence (such as a copy of your Health Care Card or Pension Card) and attach it to your application form.
- These fees are effective from 1 July 2025.
| Fee type | Amount |
| Application fee | $33.60 (non-refundable) |
| Search and Retrieval fee (off site) | $25.20 |
| Electronic Medical Record pages (PDF) | $0.05 per page |
| Paper file (copied or scanned) pages | $0.20 per page |
| Radiology images (via link) | $22.00 per link |
| Medical Photography (USB) | $22.00 per USB |
| Printed records per page | $0.20 per page |
| Postage charges | $11.00 registered mail |
| Inspection/Supervision charge | $6.30 per quarter-hour or part thereof |
- The application fee is waived if you provide details of your pension or healthcare card. However, production costs, such as photocopying, may still apply.
- Please make sure you attach a copy of your pension or healthcare card to your request.
- Once a valid application is received, the PYMHWS has 30 days to inform you of a decision about your request. There may be circumstances where we need to consult with you to extend the 30-day period.
- All outstanding charges relating to your request will need to be paid before the records are sent to you.
- Your doctor or specialist can request information directly from the Health information Services department if it is required for ongoing care.
- See Requesting young people information for more information.
Electronic Medical Record
We use an electronic medical record (EMR) to improve the way we deliver young people care.
Our EMR is shared by the Parkville Youth Mental Health and Wellbeing Service, the Royal Melbourne Hospital, Peter MacCallum Cancer Centre, the Royal Women’s Hospital and the Royal Children’s Hospital.
Your personal information is secure and is only accessed by staff involved with your care and treatment.
Benefits of an EMR
What it means for you
- You’ll find it easier to move between Parkville Youth Mental Health and Wellbeing Services within the Parkville Precinct – your information is in the system so you don’t have to repeat your story or fill out unnecessary paperwork
- You have more access to your own information – you are able to access parts of your medical record where and when you need it
- You need to wear a barcode on your wristband so your information can be checked to support safe medication administration.
What it means for your care team
- Complete picture of your care and treatment across all the Parkville health services
- Access to your most up-to-date information at all times
- Equipment, such as mobile workstations, handheld devices and barcode scanners, to help them deliver and record your care
- Support to make the best clinical decision with the help of prompts, warnings, alerts and reminders in the system
- Immediate notification if you become sicker or need urgent care.
Health Hub is a secure mobile and web application that connects you with your information from home or on the go.
Health Hub makes it quicker and easier for you to stay across important information. You can see and manage information about your care and treatment at the Parkville Youth Mental Health and Wellbeing Service, the Royal Melbourne Hospital, Peter MacCallum Cancer Centre, the Royal Women’s Hospital and the Royal Children’s Hospital in one secure location.
Through Health Hub, you can see medications, information about your recent visits, some test results, allergies and details of your existing problems and diagnoses.
You may also be able to view some doctors’ notes, change or cancel appointments and request prescription refills.
Find out more about the Health Hub portal or log in to Health Hub.
Protecting your privacy
Find out more about how your private information is stored and managed in the EMR.
Health Hub Portal
Get quick and easy access to your hospital information if you are over 16 years of age or if you are a parent, carer or guardian, you may sign up to the Patient Portal on behalf of a young person under the age of 16 as a proxy. When a young person turns 16 they can ask for this proxy relationship to be removed.
Health Hub is a secure mobile and web application that connects you with your hospital information from home or on the go.
By using the Health Hub app, you can see and manage information about the treatment and care you receive at the Parkville Youth Mental Health and Wellbeing Service, providing you with easy access to your details.
Through Health Hub, you can:
- Keep track of your medications and allergies
- See information about your recent visits, in some cases including notes from your healthcare team
- Review details about your existing problems and diagnoses
- Answer questions about your care, before you arrive for your next appointment
If you’re receiving care at another hospital in the Parkville Precinct – including Peter MacCallum Cancer Centre, The Royal Melbourne Hospital, The Royal Women’s Hospital or The Royal Children’s Hospital – you’ll be able to see those details too.
Introductions to the Health Hub – https://youtu.be/QVnt10hKFt4
Sign up for Health Hub or find out more about access, privacy, security, and the available features.
Frequently asked questions about Health Hub
Sign up for Health Hub
Watch the following video to learn more about the sign-up process. https://www.youtube.com/watch?v=W8sNwYyjo0I
Download the Health Hub app
- Download on the App Store – for iPhone or iPad
- Get it on Google Play – for Android
Contact the Parkville Health Hub Help Desk if you need help.
Parkville Health Hub Help Desk
Mon-Fri 7.30am-6.00pm (excluding public holidays)
Phone: (03) 9345 6277
Press 1 for EMR
Email: healthhub@pymhws.org.au
Privacy of your medical records
Maintaining your privacy and the confidentiality of your personal information is important to us.
Your medical history, treatment and any information provided to the Parkville Youth Mental Health and Wellbeing Service are treated with the utmost confidentiality.
We cannot use or pass on your information about you to anyone unless you agree, or unless it is required by law.
Read the How the Parkville Youth Mental Health and Wellbeing Service is protecting your privacy brochure to find out what happens to your personal information.
We respect your right to refuse your information being passed on. If this is your wish, please ask staff for the Refusal of Consent to Disclosure and Release of Information form and complete it as soon as possible. This form should also be completed if you do not wish to be contacted about fundraising or other Parkville Youth Mental Health and Wellbeing Service activities.
You may ask to see the information we hold about you. You may request to view, have photocopies taken or to request that any information be changed.
Information collected by the Parkville Youth Mental Health and Wellbeing Service
When you become a young person receiving service from the Parkville Youth Mental Health and Wellbeing Service (PYMHWS), a medical record is created. This includes information such as your name, address and contact details, as well as information about your health problems and the treatment you received. Every time you attend or have contact with the PYMHWS, new information is added to your record.
We collect and maintain personal and medical information to provide you with appropriate care and treatment. The information we collect during your visits is stored securely in an Electronic Medical Record (EMR).
This system is shared by the PYMHWS, the Royal Melbourne Hospital, the Royal Children’s Hospital, Peter MacCallum Cancer Centre, and the Royal Women’s Hospital (the Parkville Precinct). The EMR can be accessed by staff from all of these health services but only when they are directly involved with your care or treatment.
In addition to complying with all relevant privacy and confidentiality legislation, the PYMHWS has strict policies and protocols with respect to the collection, use, disclosure and storage of young person receiving service from information.
All paper and electronic systems across the Parkville Precinct are managed and maintained appropriately. There are strict privacy laws, policies and procedures that are in place to govern the collection, use, release and disposal of your information. Staff access to these systems is audited regularly by each health service to monitor compliance.
Refusing disclosure of information
The PYMHWS may disclose your information to other service providers outside the PYMHWS, including your own doctor and other health care and community support providers, if this is necessary for your further treatment (for example, a discharge summary is usually sent to your GP). You have the right to refuse your information being disclosed to service providers outside the PYMHWS, which you can exercise by completing a Refusal of Consent to Disclosure and Use of Information form.
Disclosing information without consent
There may be occasions where the PYMHWS may be obliged by, or authorised under, law to disclose young person receiving service from information, regardless of the young person’s consent. Examples of this include:
- Presentation of your medical record to a court when subpoenaed (in the case of legal action)
- Requests made under the Family Violence Information Sharing Scheme and/or Child Information Sharing Scheme
- Reporting to appropriate Government Authorities (such as registration of births, deaths, diseases and treatments)
- Reporting of information about care provided required by the Department of Health
- Reporting of information for quality and safety purposes
- Disclosures in accordance with the provisions of the Health Services Act and the Mental Health and Wellbeing Act 2022.
Who might contact a young person after treatment?
- A member of the health care team for follow up, including evaluation
- A Parkville Youth Mental Health and Wellbeing Service researcher, to invite you to participate in an important research project
- A member of our fundraising department may send you information or contact you with a request for financial support.
Documents
Parkville Connect
Parkville Connect provides external health professional access to the shared Electronic Medical Record at the Parkville Youth Mental Health and Wellbeing Service (PYMHWS), the Royal Melbourne Hospital, the Royal Children’s Hospital, the Royal Women’s Hospital and Peter MacCallum Cancer Centre.
Parkville Connect allows GPs and other health professionals to gain secure access to:
- Young people’s information
- appointments
- Discharge summaries
- Progress notes
- Allergies
- Current medications
GPs can view records for young people who have nominated their GP practice at the PYMHWS.
Releasing patient information to Parkville Connect
For young people who are attending a GP practice temporarily, relevant information for that young people can be released to Parkville Connect for viewing as per the usual information request process if the practice is registered for Parkville Connect.
If you are registered to use Parkville Connect, you can request patient information be released to Parkville Connect.
Complete the Consent – Parkville Connect form and fax it to Health Information Services.
Register for Parkville Connect
Make sure all your practice information is up to date in the National Health Services Directory (NHSD) as we use this to verify all details. We recommend all clinicians are included when registering your practice.
Direct any enquiries to support@parkvilleconnect.org.au
Links and documents
Parkville Connect is a secure web-based portal providing General Practitioners (GPs), specialists and other healthcare professionals with information in the Parkville electronic medical record (EMR).
Register your practice on Parkville Connect
We verify practice details against the NHSD. Include all practice clinicians when registering.
Consent form to release patient information to Parkville Connect (213KB – pdf document)
Requesting young people’s information
Health providers seeking patient information for continuing care may be able to access patient information via My Health Record, Health Hub, or by contacting Health Information Services.
Health workers seeking young people’s information for continuing care may be able to access young people’s information via My Health Record, Health Hub, or by contacting Health Information Services.
Young people seeking access to their own records can find more information at Your medical records.
Young people’s information may be available through My Health Record or Health Hub.
If not, you may request information from the Health Information Services.
Release of patient information
Health workers can request young people’s information directly from Health information Services if it is required for ongoing care.
Complete the Release of patient information request form and email to Health Information Services:
Health Information Services
Email: HIS@pymhws.org.au
Portal Address
Locked bag 10
Parkville VIC 3052
Address
35 Poplar Road
Parkville VIC 3052
