Chapter 11 — Health Information, Digital Media and Complaints

Health information

Health information: Information relating to an individual's physical, mental or social health and wellbeing, including prevention, diagnosis and treatment.

Sources of health information

• Healthcare professionals, including doctors and pharmacists.

• Government health websites.

• Health organisations.

• School health education.

• Social media and online platforms.

• Family, friends and community members.

Important: Health information varies in accuracy, reliability and credibility.

Health literacy

Health literacy: The ability to access, understand, evaluate and use health information and services to make informed decisions.

Importance of health literacy

• Supports informed healthcare decisions.

• Helps individuals understand treatment options.

• Encourages preventative health behaviours.

• Improves communication with healthcare professionals.

• Reduces the risk of acting on misleading information.

Evaluating health information

Individuals should critically evaluate health information before using it.

Factors to consider

Factor	Questions to ask
Authority	Who created the information? Are they qualified?
Accuracy	Is the information supported by scientific evidence?
Currency	Is the information up to date?
Purpose	Is it intended to educate, persuade or sell something?
Bias	Does the source present balanced information?
Reliability	Is it consistent with reputable medical sources?

Digital media and health

Digital media: Electronic platforms used to create, communicate and share information, including websites, apps and social media.

Positive impacts

• Provides convenient access to health information.

• Raises awareness of health conditions.

• Encourages healthy behaviours through educational campaigns.

• Connects individuals with support networks.

• Allows access to digital healthcare services.

Negative impacts

• Spreads misinformation and misleading health claims.

• Can promote unrealistic health expectations.

• May expose individuals to harmful advice.

• Can create privacy and security risks.

• May increase anxiety through inaccurate self-diagnosis.

Social media and health information

Social media platforms can influence people's health knowledge, attitudes and behaviours.

Benefits:

• Rapid sharing of health information.

• Increased awareness of health issues.

• Access to support communities.

• Promotion of public health campaigns.

Risks:

• Health advice may come from unqualified individuals.

• Sponsored content may be biased.

• Influencers may promote unsupported treatments.

• Algorithms can repeatedly expose users to misleading information.

Example: A social media influencer recommending a supplement without scientific evidence may encourage consumers to make uninformed health decisions.

Digital healthcare services

Digital technology is increasingly used to deliver healthcare.

Examples

Telehealth

• Healthcare consultations conducted by telephone or video.

• Can improve access for people in rural and remote communities.

• Reduces travel time and costs.

• May not be appropriate when a physical examination is required.

My Health Record

• Australia's national digital health record system.

• Allows authorised healthcare providers to access important health information, subject to access controls.

• Can include medicines, allergies and medical history.

• Supports continuity and coordination of care.

Health applications

• Can help individuals monitor health-related behaviours.

• May provide reminders and educational information.

• Reliability and privacy protections vary between apps.

Privacy and confidentiality

Privacy: An individual's right to control access to their personal information.

Confidentiality: The responsibility of healthcare professionals and organisations to protect information shared with them.

Importance

• Builds trust between patients and healthcare professionals.

• Encourages individuals to share accurate health information.

• Protects personal and sensitive details.

• Supports ethical and professional healthcare.

Health information is protected by privacy laws, although disclosure may be permitted or required in certain circumstances.

Making complaints about healthcare

Healthcare complaint: An expression of dissatisfaction about healthcare services, treatment, conduct or the handling of health information.

Reasons for complaints

• Poor-quality healthcare.

• Unprofessional behaviour.

• Discrimination or disrespect.

• Privacy breaches.

• Inadequate information or communication.

• Unexpected fees or billing concerns.

Complaints process

1. Identify the concern

Understand what went wrong and the desired outcome.

2. Contact the healthcare provider

Explain the concern and seek a resolution.

3. Submit a formal complaint if needed

Contact the relevant complaints organisation.

4. Investigation and resolution

The complaint may be reviewed, investigated or referred.

Organisations handling healthcare complaints

Organisation	Role
Health Complaints Commissioner (Victoria)	Handles complaints about health services and certain health information matters
Australian Health Practitioner Regulation Agency (Ahpra)	Manages registration and receives concerns about registered health practitioners
Office of the Australian Information Commissioner (OAIC)	Handles certain privacy complaints
Commonwealth Ombudsman	Handles complaints about certain Australian Government agencies and private health insurance matters

Consumer empowerment

Consumer empowerment: Enabling individuals to make informed choices and take greater control over their healthcare.

Ways consumers can be empowered

• Accessing accurate and reliable health information.

• Understanding healthcare rights.

• Asking questions about treatments.

• Participating in healthcare decisions.

• Seeking second opinions.

• Providing feedback and making complaints.

Importance: Empowerment supports informed decision-making, independence and improved healthcare experiences.