Communications Policy
Southern Doctors Clinic (SDC) maintains systems for timely, accurate, patient-centred communication. This policy establishes the minimum requirements for receiving, managing, documenting and responding to patient communications, including telephone and electronic communications.
This policy applies to all SDC staff, clinicians, contractors, students and other team members who receive, send, record or manage communications on behalf of the practice.
It applies to telephone, email, SMS, HotDoc, telehealth, secure messaging, written correspondence, fax and other communication methods used by the practice.
Patient access to practice communication information
SDC will make its communication information available to patients through appropriate patient-facing channels, including the practice website and/or practice information provided at the practice.
At a minimum, the information provided to patients will explain:
the practice telephone number and relevant contact details
practice consulting/opening hours and arrangements for care outside normal opening hours
how patients can contact the practice by telephone and, where offered, electronically
how and when telephone messages are received and returned
which electronic communication methods are available
the expected response timeframe for email or other electronic communication, where applicable
that electronic communication must not be used for emergencies
the types of information that can and cannot be communicated electronically
the privacy and confidentiality risks associated with electronic communication
how patients can provide feedback or make a complaint.
Practice information will be reviewed regularly and updated when relevant information changes.
Telephone communication
SDC will use a consistent process for receiving and managing patient telephone communications.
When identifying a patient over the telephone before disclosing patient information, staff must use three approved patient identifiers. Approved identifiers include family and given names, date of birth, or address. A Medicare number is not an approved patient identifier for this purpose.
Staff must not rely on a Medicare number alone to identify a patient.
When a patient contacts the practice, the reason for contact and any advice or information given must be documented in the patient's health record when the communication is relevant to the patient's care.
Where a staff member attempts to contact a patient, the attempt and outcome must be documented in the health record where applicable.
Telephone messages and clinical escalation
SDC will maintain a process for receiving, recording and directing patient messages.
Administrative staff must know which matters can be managed administratively and which must be transferred to the clinical team. Administrative staff must not provide clinical advice outside their role or scope.
Messages must be directed to the intended recipient. Where the intended recipient is unavailable, the practice's designated process for allocating or escalating the message must be followed.
Clinical messages must be managed so that an appropriately qualified clinician can respond within an appropriate timeframe.
The practice will maintain a procedure or workflow that specifies how messages are received, recorded, allocated, escalated and closed.
Electronic communication
Where SDC communicates electronically with patients, including by email, SMS, HotDoc or telehealth, the practice will:
comply with applicable privacy legislation and the Australian Privacy Principles
define what information may and may not be sent electronically
inform patients that electronic communication carries privacy and confidentiality risks
obtain and document consent where required before sending health information electronically
verify the recipient and destination before sending information
avoid sending information that is inappropriate for the selected communication method
maintain an appropriate response timeframe and communicate that timeframe to patients where required.
Where a patient initiates electronic communication with SDC, consent to communicate electronically is generally implied by that initiation, subject to the circumstances and content of the communication.
SDC permits patients to contact the practice by email, the practice will inform patients:
how long they can expect to wait for a response
that email must not be used for emergencies
which types of information may and may not be communicated by email.
Where practicable, an automatic email response may provide the practice telephone number, expected response timeframe and emergency warning.
Email must not be treated as an emergency or immediate clinical communication channel.
Your consent to receive your health information from us electronically is implied if you initiated the electronic communication request to the practice or if you have provided your email address to us which is stored in your medical record.
SMS and other electronic messaging
SMS and similar messaging may be used for appropriate administrative or clinical communication where the practice considers the method suitable and privacy requirements are met.
Before sending health information electronically, staff must ensure the communication is permitted, consent requirements have been addressed and the destination has been checked.
The practice will not use electronic messaging to provide information that is inappropriate for the selected channel.
Telehealth and communication failure
Where telehealth is provided, the practice will use an approved communication platform appropriate to the service.
If a telehealth appointment cannot be completed because the patient cannot be reached or technology fails, the clinician or relevant team member will document the reason for the failed communication in the patient's health record.
The practice will maintain a backup plan for failed telehealth communication, such as an alternative telephone or other appropriate communication method.
Documentation of patient communications
All messages from patients, to patients, or about patients that are relevant to patient care must be added to and become part of the patient's health record, together with actions taken in response.
Documentation should include, where relevant:
date and time
method of communication
reason for contact
relevant information provided by the patient
advice or information provided by the practice
attempts made to contact the patient
outcome of the communication
action required or taken
person responsible for follow-up.
Patient communications must not be managed solely through informal notes, sticky notes or other systems that do not form part of the appropriate record or approved communication workflow.
Privacy, confidentiality and information security
SDC will manage communications in accordance with its Privacy Policy, Information Security Policy and applicable privacy legislation.
Staff must take reasonable steps to ensure patient information is only disclosed to the intended and authorised recipient.
Before sending patient information, staff must check that the information is correct and that it is being sent to the correct email address, telephone number, fax number, secure messaging destination or person.
Where there is uncertainty about whether information may be disclosed, staff must seek advice from an appropriate senior staff member or clinician before proceeding.
Communication needs, interpreters and accessibility
SDC will endeavour to use an appropriately qualified interpreter when a patient does not speak the primary language of the practice team.
Where a patient has a hearing, speech, vision, cognitive or other communication impairment, the practice will use reasonable and appropriate communication strategies to support access to care.
Staff should communicate directly with the patient, and confirm that important information has been understood.
Where interpreter or other communication services are used, the service used should be documented in the patient's health record.
The practice will maintain access to information about relevant communication services, including interpreter services and the National Relay Service where applicable.
Patients should have access to culturally appropriate, translated and/or plain-English health information where relevant.
Communication during crisis, emergency or disaster
As part of the SDC Emergency Response Plan, the practice will maintain arrangements for managing increased telephone and electronic communication during a crisis, emergency or disaster.
The arrangements will address, as appropriate:
how incoming communications are triaged
how urgent patient communications are identified and escalated
how patients are provided with timely and appropriate information
how the clinical team is informed of important communications
alternative communication methods if usual systems fail
how communication responsibilities are allocated during the event.
The communication arrangements will be reviewed following significant incidents or exercises and incorporated into relevant emergency response planning.
Staff training and responsibilities
Staff will be trained in the communication processes relevant to their role.
Reception staff will be trained to:
use the required three approved identifiers for telephone patient identification
recognise messages that must be transferred to the clinical team
understand what information they may and may not provide
record patient communications appropriately
protect patient privacy and confidentiality
escalate urgent or concerning communications according to practice procedures.
Clinicians are responsible for responding to clinical communications within an appropriate timeframe, documenting actions and arranging follow-up where required.
Monitoring and review
The Practice Manager will oversee implementation of this policy.
Communication processes may be monitored through audit, incident review, patient feedback, complaints, staff feedback and quality improvement activities.
Where a communication failure creates or may create a patient safety, privacy or information-management risk, the matter will be managed through the practice's relevant incident, risk, privacy breach or quality improvement process.
This policy will be reviewed at least every 12 months and sooner if there are changes to the RACGP Standards, legislation, practice systems or identified communication risks.