Telephone Communication
Telephone communication is pivotal in how patients and others connect with our practice, serving as a crucial tool for shaping a positive initial impression and demonstrating a caring, assured demeanour. Our General Practitioners and staff acknowledge the diverse communication needs of patients, including those with disabilities or language barriers. We have established internal procedures for accessing Translation and Interpreting Services.
Our team prioritizes understanding the urgency of each call by gathering sufficient information from the patient to assess if it constitutes an emergency before placing the call on hold. Every caller receives courteous treatment, with each call regarded as significant. Our staff strive to offer professional and empathetic service while endeavouring to gather necessary information, even when patients may be distressed, in pain, or otherwise preoccupied.
Respecting confidentiality and patients’ right to privacy is paramount. We take pride in delivering exceptional customer service, particularly in upholding patient security, confidentiality, dignity, and respect. Reception staff are briefed on when to forward calls to nursing and medical staff for clarification. In non-urgent cases, doctors are not disturbed during consultations with other patients but are promptly informed of pertinent information.
Non-medical staff refrain from providing treatment or advice over the phone, and test results are only disclosed once reviewed and cleared by a doctor. We have protocols in place for contacting doctors after hours for urgent or life-threatening matters or results. Staff are committed to safeguarding patient confidentiality and refrain from disclosing identifying details or account information, unless mandated by government regulations or for health insurance purposes.
Outside of business hours or holidays, a informative message is provided offering guidance for medical emergencies, non-urgent after-hours care, and the practice’s opening schedule.
Electronic Communication
Electronic communication include email, SMS, the practice website and the practice use of social media platforms.
This email policy is to provide information on how we manage our privacy and security via email communications. This email policy is adapted from and in accordance with RACGP 5th Edition standards and AHPRA guidelines.
General practices are increasingly receiving requests from patients, other clinicians and third parties for health information to be sent to them electronically because it is an easily accessible method of communicating. The Australian Privacy Principles published by the Office of the Australian Information Commissioner state that: “Health information is regarded as one of the most sensitive types of personal information.
For this reason, the Privacy Act 1988 (Privacy Act) provides extra protections around its handling.
The Privacy Act defines health information as:
Information or an opinion about:
- the health or a disability (at any time) of an individual; or
- an individual’s expressed wishes about the future provision of health services to him or her; or
- a health service provided, or to be provided, to an individual; that is also personal information; or
- other personal information collected to provide, or in providing, a health service; or
- other personal information about an individual collected in connection with the donation, or intended donation, by the individual of his or her body parts, organs or body substances; or
- genetic information about an individual in a form that is, or could be, predictive of the health of the individual or a genetic relative of the individual.
Rationale
As all health information is sensitive by nature, all communication of health information, including via electronic means, must adequately protect the patient’s privacy. Our practice takes reasonable steps to make our communication of health information adequately safe and secure. GPs, health providers, support staff and patients should be aware of the risks associated with using email in the healthcare environment.
Policy
Our practice considers our obligations under the Privacy Act before we use or disclose any health information. The Privacy Act does not prescribe how a healthcare organisation should communicate health information. Any method of communication may be used as long as the organisation takes reasonable steps to protect the information transmitted and the privacy of the patient. A failure to take reasonable steps to protect health information may constitute a breach of the Australian Privacy Principles and may result in action taken against the organisation by the Australian Privacy Commissioner. What amounts to reasonable steps will depend on the nature of the information and the potential harm that could be caused by unauthorized access to it. The RACGP has developed a matrix is to assist practices in determining the level of security required in order to use email in general practice for communication.
Our practice reserves the right to check an individual’s email account as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.
Email configuration
Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record. This is not possible when communicating with patients.
We have the current protective measures in place:
- Computer security measures
- Using 3 identifiers to identify patients
- the patients email address is verified by the clinic to be correct and up-to-date prior to sending any information
- Using Secure PDF. Secure PDF both encrypts and password protects the email and any attachments email to the patient.
- A notice on our emails if the email is sent to the wrong address
- Notification to OAIC of any significant data breach
General protection
- If any information held in our email accounts that is specific to a patient’s health information will be downloaded as per practice policy. It will be imported into relevant patient file to ensure contents are backed up with the rest of our data.
- We do not provide confidential information to an email address (especially by return email) no matter how credible the sender’s email seems (e.g. apparent emails from your bank).
- Use a spam filtering program
- Encryption of patient information
- All email communications should be treated as confidential.
- Be aware that encrypted files are not automatically checked for viruses. They have to be saved, decrypted and then scanned for viruses before being opened.
Protection against the theft of information
Do not inform people of your email password.
Be aware of phishing scams requesting logon or personal information (these may be via email or telephone).
Email disclaimer
The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:
EMAIL DISCLAIMER
This email contains confidential information that is intended solely for the use of the individual or entity to who this email is addressed. If you are not the intended addressee you must notify the sender immediately by replying to this email then delete this email from your system. Disclosing, copying, distributing or taking any action in relation its content is strictly prohibited. Email transmission is not guaranteed to be secure, as it can be forwarded, intercepted, circulated, stored or even changed without the knowledge of the sender. The sender, therefore, does not accept liability for the misuse of any information contained in this email or any attachments. Any views or opinions presented in this email are solely those of the author and does not necessarily represent those of the Company. Although we have taken reasonable precautions to protect against computer viruses, we do not accept liability for any loss or damage arising from the use of this email or attachments.
Email correspondence
Email correspondence sent to our email address is retained as required by the Public Records Act 2002 and other relevant legislation. Email messages may also be monitored by our information technology staff for system trouble-shooting and maintenance purpose. Patient email address details will not be added to a mailing list or disclosed to a third party unless required by law.
Incoming Email
Medical advice can only be obtained by arranging an appointment with your doctor. Medical advice will not be provided through email communication.
If you’re a patient of the clinic and your doctor has requested you forward correspondence which relates to a recent consultation, speak to our administration staff to obtain the relevant email address.
You will be asked to verify your personal details i.e. your full name, DOB, and address before we can provide you with this information.
This is to reduce spam and limit the possibility of the clinic receiving suspicious emails.
If you are sending information on behalf of a minor, again you will be asked to verify their personal details as outlined above.
IMPORTANT: In the subject heading of your email, you must add the full name of the doctor you wish to bring this correspondence to the attention to, together with the full name and DOB of the patient.
After sending, you will receive an automated reply. Please view this as confirmation that your email has been received successfully.
Email communication will not be accepted for matters which have not been previously discussed with the doctor and/or practice nurse.
Our doctors are unable to answer telephone calls whilst they are in consultation with another patient. Our staff will ask you to inform them of the nature of your call and urgency so that we can assist you further.
Outgoing Email
Communication of clinical information to and from healthcare providers are completed from within the practice’s clinical software, wherever possible, using a secure clinical messaging system such as Health link. The use of a practice’s clinical software means that a record of communication is automatically retained in the patient’s medical record. This is not possible when communicating with patients.
We have the current protective measures in place:
- Computer security measures
- Using 3 identifiers to identify patients
- The patients email address is verified by the clinic to be correct and up-to-date prior to sending any information
- Using Secure PDF. Secure PDF both encrypts and password protects the email and any attachments email to the patient.
- A notice on our emails if the email is sent to the wrong address
- Notification to OAIC of any significant data breach
Email disclaimer
The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice stating:
EMAIL DISCLAIMER
This email contains confidential information that is intended solely for the use of the individual or entity to who this email is addressed. If you are not the intended addressee you must notify the sender immediately by replying to this email then delete this email from your system. Disclosing, copying, distributing or taking any action in relation its content is strictly prohibited. Email transmission is not guaranteed to be secure, as it can be forwarded, intercepted, circulated, stored or even changed without the knowledge of the sender. The sender, therefore, does not accept liability for the misuse of any information contained in this email or any attachments. Any views or opinions presented in this email are solely those of the author and does not necessarily represent those of the Company. Although we have taken reasonable precautions to protect against computer viruses, we do not accept liability for any loss or damage arising from the use of this email or attachments.
SMS
We utilize the SMS service provided by our practice management system to engage with patients, facilitating tasks such as new patient registrations, appointment confirmations and reminders, as well as patient recalls and health reminders.
The Practice Website & Social Media Platforms
Our website and social media platforms serve as vital channels for keeping both existing and new patients informed about essential information such as our opening hours, policies, procedures, services, and fees. Additionally, we periodically share insights on specific health topics. Continuous monitoring ensures that the information disseminated through our website and social media remains accurate and current.
POLICY REVIEW STATEMENT
This policy is current as of May 2024 and will be reviewed annually or as and when needed basis to ensure it remains effective and current.
