Practice Communication Policy

Patients of our practice are able to access a member of our medical or

clinical team by telephone to discuss their clinical care. When

telephone communication is received, the urgency and nature of the call

is gathered to determine if the call will be transferred immediately or

if a message will be taken for the call to be returned. In non-urgent

situations, patient calls should not interrupt consultations with other

patients. Our practice team members are aware of each practitioner’s

policy on accepting and returning telephone calls.

Patient messages taken for follow-up by a general practitioner or other

practice team member are documented for their attention and action or,

in their absence, for the designated person who is responsible for that

absent team members’ workload. This is done electronically by Best

Practice software and manually using Medi-Messages for GP.

Our practice is mindful that even if patients have provided electronic

contact details, they may not be proficient in communicating via

electronic means and patient consent needs to be obtained before

engaging in electronic communication. Electronic communication includes

email, facsimile and Short Message Service (SMS).

Communication with patients via electronic means is conducted with

appropriate regard to privacy