Communication Policy
Our practice endeavours to provide patients with access to timely advice or information about their clinical care via the telephone. The urgency of a patients needs are determined promptly. We aim to communicate effectively over the telephone and use simple, straight forward language and check that patients have understood what has been said.
Electronic communication provides a useful and alternative point of access for our patients. Our patients have the option to contact or be contacted by our practice through electronic means via email and SMS. Our patients are informed of the risks associated with some methods of electronic communications and that their privacy and confidentiality may be compromised. Patients must agree via signing patient form. Our practice adheres to the Australian Privacy Principles (APPs), the Privacy Act 1988. The practice may become liable for the contents of any email message under certain circumstances and therefore an email disclaimer is inserted into the signature of all practice emails. Email and SMS between the practice and the patient, including any action taken in response to the message/s are included in the patient’s medical record. Our Practice uses Fax as its main communication tool.
Our practice aims to ensure all patient messages or other communications including emails that require subsequent follow-up by a doctor or other staff member are responded to in a timely manner. All messages from patients, to patients, or about patients become part of the patient’s health record, in addition to any actions taken in response to the message.
Our aim is to facilitate optimal communication opportunities with our patients. Patients who do not speak or read English or who are more proficient in another language, or who have special communication needs are offered the choice of using the assistance of a language service to communicate with the GPs or clinical team members.
Our practice encourages and supports the use of digital technology to enable our patient with 24-hour access to our appointment system. Our practice allows patients to book their healthcare appointment with their preferred healthcare provider online via the booking page on our website or direct with HotDoc.