There are multiple ways our practice communicates with patients and third parties. Communication can be done via:
Telephone
Patients can contact our practice between opening hours of 8:30am – 5:00pm Monday to Friday and 9:00am – 2:00pm on Saturday.
Our reception staff will use a three-point identifier check to ensure the correct patient’s medical file is matched to the patient on the phone.
Doctors are unavailable by phone unless you have booked a telehealth consultation or in the event of an emergency. You can leave your enquiry with reception who will send your doctor a secure message or ask the doctor between consultations. Where clinically significant information is discussed, a contact note will be made in the patient’s file.
Fax
All patient-related correspondence received by fax is imported directly into the patient’s medical file for review by the doctor. Any urgent patient related faxes that are received are printed and immediately handed to the Doctor. If the addressed Doctor is not available, another Doctor will review the fax.
As email is not a secure form of communication, we do not use this method to communicate patient information without their consent.
Email correspondence should not be used for any urgent request. Please call the practice for any urgent matter.
Our staff endeavours to respond promptly and pass any information onto the addressee.
Website
Our website is regularly updated with new information. Our website contains our practice contact details, location, opening hours, services offered and information regarding fees. Our online bookings and after-hours service details are also available.
SMS
Our practice has a service agreement with an external provider HotDoc to send scheduled appointments reminders the day before as well as recalls and health reminders.
HotDoc only uses data related to the patient’s appointment such as mobile number, email and time of appointment. No sensitive patient records are stored on HotDoc for more information please go to www.hotdoc.com.au
Please make sure you update the practice if there is any change to your mobile number or would like to be removed from receiving SMS’s.
Post
Patients who choose to opt out of SMS, a letter may be sent regarding recalls or reminders. Letters received related patients are scanned into the patients file for review by the Doctor.
Communicating with Patients with special needs
A contact list of translators and interpreter services and services for patients with a disability is maintained, updated regularly and readily available to all staff at reception. These include:
National Relay Service
Auslan services 1300 AUSLAN
Translation and Interpreter Service (TIS)
Doctors Priority Line 1300 131 450