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, as part of our standard practice processes. This may include appointment notifications, communications relating to our online booking system or mobile app, billing and administrative matters, and requests for completion of electronic consent and assignment forms, including Medicare Benefit Assignment Consent and Enduring Assignment forms. Communications will contain only the minimum information necessary for their intended purpose.

Patients who book appointments directly through our online booking system or mobile app will be advised that electronic communication is used as part of our services. Where an appointment is arranged by a residential aged care facility, facility staff are required to advise the resident or nominated responsible person that electronic communication may be used.

By using our services and providing an email address or mobile number for electronic communication, patients or their nominated responsible person acknowledge and agree to the potential privacy and security risks associated with electronic communication. These risks include the possibility that information may be intercepted, delayed, misdirected, or accessed by an unintended recipient.

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 Medical Director. Electronic communication of clinical information will only occur in exceptional circumstances where it is clinically appropriate.

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, and complying with the Privacy Act 1988 and the Australian Privacy Principles (APPs).

Further information regarding privacy and the handling of personal information is available in our Privacy Policy on our website.