Telephone & Electronic Communication

An incoming telephone call is the principle method for initial and subsequent communication by a patient and most other persons to this Practice. Staff are mindful that even if patients have provided electronic contact details they may not be proficient in communicating via electronic means and patient choice should be obtained before using electronic communication.

Patients are able to obtain advice or information related to their care or appointment reminders by electronic means, where the doctor determines that a face-to-face consultation is unnecessary. Electronic communication includes:  email, fax, and SMS.

Practice staff and doctors determine how they communicate electronically with patients, both receiving and sending messages.  All significant electronic contact with patients is recorded in the patient health records.

Communication with patients via electronic means (e.g. email and Fax) is conducted with appropriate regard to the privacy Laws relating to health information and confidentiality of the patients health information.

When an email message is sent or received in the course of a person’s duties, that message is a business communication and therefore constitutes an official record.

Internal or external parties, including patients may send electronic messages. Messages from patients or those of clinical significance require a response to confirm receipt and should be documented in the patient medical record if appropriate.