Communication Policy

Communication Policy for Telephone and Electronic Correspondence

• Policy

This policy outlines the procedures for managing patient communication via telephone and electronic methods in a general practice setting. It aims to ensure effective, timely, and professional communication while maintaining confidentiality and patient care standards. This policy applies to all practice team members, including reception staff, clinical staff, and management, involved in handling telephone and electronic communications with patients.

Policy Statement
The general practice is committed to:

• Providing clear guidance on what information and advice can and cannot be given over the phone or electronically.
• Ensuring timely and appropriate responses to patient messages.
• Educating staff on triaging messages effectively.
• Maintaining patient privacy and confidentiality during all forms of communication.

• Procedures

Information and Advice

• Reception staff may provide general administrative information, such as opening hours, appointment availability, and billing policies.
• Clinical advice or information about diagnosis, test results, or treatment plans must only be provided by clinical staff.
• Patients requiring urgent advice will be triaged by reception staff and transferred to the clinical team or advised to present in person or call emergency services if necessary.

Message Transfer to Clinical Team

• Reception staff are trained to identify messages that require immediate clinical attention versus those that can wait.
• Non-urgent messages will be documented and securely forwarded to the clinical team for review and response.
• Urgent messages will be escalated immediately through direct communication with clinical staff.

Appointment Scheduling for Responses

• The appointment system includes designated time slots for clinicians to review and respond to patient messages.
• Patients will be informed of the expected response timeframe when leaving messages or emails.

Email Communication Protocol

• Automatic email responses are enabled, where available, to acknowledge receipt of emails. These responses include the practice’s phone number and expected response timeframes.
• Patients are advised not to use email for urgent matters and to contact the practice via phone in emergencies.
• The practice’s email policy, including response time and confidentiality notices, is displayed on the practice’s website and in email footers.

Communication Failure and Back-Up Plans

• In the event of communication failure, such as technical issues with telehealth appointments, the practice will implement backup plans. These include:
  • Switching to telephone consultations if video conferencing fails.
  • Rescheduling appointments or providing instructions for in-person visits as needed.
  • Informing patients promptly about any technical issues and alternative arrangements.

Training and Education

• All reception and administrative staff receive training during induction and periodically thereafter regarding this policy.
• Staff are educated on recognizing messages requiring clinical attention and prioritizing them appropriately.

Review and Updates

• This policy is reviewed annually or as needed to address changes in communication technologies or legal requirements.
• Updates will be communicated to all practice team members promptly.

The practice uses the below automatic reply to acknowledge the email response from the patients.

Automatic Reply: We appreciate you taking the time to reach out to our team 😊 If this is a medical emergency, please call 000 or visit your nearest hospital immediately. We encourage patients to phone the practice or make an appointment to discuss clinical issues. For non-urgent inquiries or appointment requests, our team will respond within 1-2 business days. If you need to speak with someone right away, please call us at 03 9852 4440. Thank you for your understanding. We look forward to assisting you!