Electronic Communication Policy

Patients may contact the practice by telephone, through our online booking system, or via our mobile app.

We use electronic communication, including email and SMS, for administrative purposes such as billing and notifications associated with our online booking system or mobile app. These communications contain only the minimum information necessary for their intended purpose.

Before communicating personal health information electronically, we will verify your identity in accordance with our Identification Policy. Your consent will be obtained before personal health information is sent electronically.

Electronic communication carries privacy and security risks, including the possibility that information may be intercepted, delayed, or accessed by unintended recipients. By consenting to electronic communication, you acknowledge and accept these risks. You may withdraw your consent at any time by notifying the practice.

We do not routinely communicate sensitive or detailed clinical information by email or SMS. Wherever possible, personal and sensitive health information will be discussed during a consultation with your treating GP or the Medical Director. Electronic communication of clinical information will only occur in exceptional circumstances where it is clinically appropriate and you have provided your consent.

Any documents containing personal or health information sent by email will be password protected. The password will be provided separately to help protect your information from unauthorised access.

Electronic communications received from patients are managed during normal business hours. Email, SMS, online bookings, and app communications are not monitored continuously and must not be used for urgent or emergency medical matters. If you require urgent medical attention, please contact the practice by telephone or call 000 in an emergency.

We take reasonable steps to protect the confidentiality and security of all electronic communications by using secure practice systems, limiting access to authorised staff, password protecting emailed attachments containing personal or health information, and complying with the Privacy Act 1988 and the Australian Privacy Principles (APPs).