Telephone and Communication Policy

Purpose
This policy outlines the appropriate use of telephone and electronic communication within our general practice to ensure compliance with RACGP guidelines, maintain patient confidentiality, and provide effective and efficient communication.

Scope
This policy applies to all staff, including general practitioners, nurses, administrative personnel, and any other employees or contractors who communicate with patients and external parties via telephone, email, SMS, or other electronic means.

1. Telephone Communication

1.1 Answering Calls

• All telephone calls should be answered promptly and professionally.
• Staff must identify themselves and the practice when answering.
• Calls should be directed to the appropriate person or department efficiently.
• If a patient requires urgent medical attention, they should be advised to dial emergency services (000).

1.2 Telephone Consultations

• Telephone consultations should only be conducted by an authorised clinician and documented in the patient’s medical record.
• Patients must provide consent before a consultation is conducted over the phone.
• Prescriptions, referrals, and other clinical matters must be managed in accordance with RACGP guidelines.

2. Electronic Communication

2.1 Email Communication

• Emails containing patient information should be sent securely using encrypted systems.
• Patients must provide consent before receiving medical information via email.
• Clinical advice should not be provided via email unless deemed appropriate by the treating clinician.
• Staff should not use personal email accounts for patient-related communication.

2.2 SMS Communication

• SMS messages may be used for appointment reminders, recalls, and general practice notifications.
• No sensitive or confidential medical information should be included in SMS messages.
• Patients must provide consent before receiving SMS communications.

2.3 Secure Messaging

• Clinical information should be transmitted through secure messaging platforms that comply with RACGP standards.
• All electronic messages must be documented in the patient’s medical record.

3. Patient Confidentiality & Privacy

• All staff must adhere to the Privacy Act 1988 (Cth) and RACGP guidelines when handling patient information.
• Patient communication preferences should be recorded in their medical record.
• Patients should be informed about the risks of electronic communication and their consent obtained where required.
• Staff must ensure that patient information is only disclosed to authorised persons.

How are changes to this Policy made?

This Policy may be reviewed or amended from time to time. The latest version will apply to your personal information held by us at that time. You can access the most up to date copy of this policy by visiting our website (www.Hillsmed.com.au).

How can you contact Hills Medical Service?

The contact details for Hills Medical Service are:

Phone: 08 8339 2644

Fax: 08 8339 6797

Mail and Street Address: 15 Fenchurch Road Aldgate SA 5154

Email: reception@hillsmed.com.au

This Policy was last updated on 19th March 2025. The next review date will be 14th June 2025 and from time to time to take account of new laws and/or changes to our operations. Any information we hold about you will be governed by our current policy. We recommend that you periodically review this policy for any changes.