IF YOU ARE EXPERIENCING A MEDICAL EMERGENCY CALL 000
5/3 Angophora Drive, Warabrook 2304
02 4968 9932
Our Communication Policy
There are multiple ways in which the practice communicates with patients and third parties. When a patient completes a new patient form, they are prompted to consent to telephone calls, email or SMS notifications. Communication can occur through the following channels:
In Person
Our staff, including our receptionists, doctors and nurses will communicate in person during your visit where an appropriate time allocation/appointment has been made. Outside of appointments we cannot guarantee the availability of our doctors or nurses. We welcome patients and carers for in person queries at any time; our reception team are available during business hours to accommodate any in person queries.
Telephone
Patients can contact the practice via telephone on 02 4968 9932, between 8:30am and 5:30pm Monday to Friday and 8:30am to 11:30am on Saturday. Our telephone system is switched off between 1pm and 2pm for lunch break with an automated message. Outside of business hours, we have an automated recorded message on our telephone system, there is no option to leave a voice message, please phone back during our above open hours if you don’t get through to us.
Our reception team will use a triage system to assess the urgency of the patients’ needs and concerns. Our reception team will also perform a three-point identity check to ensure the correct patient file is matched to the patient on the phone.
Due to consultations our doctors are unavailable by phone unless you have booked a telehealth appointment or in the event of an emergency. You can leave your query with our reception team who will send the doctor a secure message via our software or ask the doctor between their scheduled appointments. Where clinically significant information is discussed, a note will be made in the patient’s file and made available to the doctor.
We will endeavour to provide you with a time frame for a response, however without an appointment scheduled, we cannot guarantee the Dr will have time to respond within that time frame. It is recommended you call back if your query becomes more urgent or book an appointment.
Fax
Incoming faxes that are patient related are imported directly into the patient’s file. These are then reviewed and actioned by the doctor. Any urgent patient related faxes are immediately bought to the doctor attention or if that doctor is not available another doctor in the practice will review the fax.
All outgoing faxes are double-checked before being sent to confirm they are being sent to the correct recipient.
As email is not a secure form of communication, we will not use this to communicate personal or health information to patients without their consent. Patients must be aware that any communication they direct to the surgery via email is not secure and that confidentiality cannot be guaranteed. Patients communicating any confidential information through email do so at their own risk, while all attempts are made to ensure that privacy and confidentiality is maintained it cannot be guaranteed.
If you do choose to contact the surgery via email, this is considered as patient consent for our staff to reply via email. Our staff endeavour to respond to email messages within 24-36 hours. If you have an issue that requires urgent attention, we request that you contact the practice via telephone.
Information considered acceptable to send via email (with patient consent) includes, general referrals and results generated by your doctor, invoices or information regarding your appointments. Any information of a sensitive nature should be avoided being sent or discussed via email.
You will receive an automated response when emailing the practice advising you what information will not be responded to via email and advising you to call the practice on 02 4968 9932. It also includes after hour care information.
SMS
SMS messages are sent to remind patients of scheduled or missed appointments, outstanding accounts, health reminders or recalls. Please make sure you update the practice if there is a change to your mobile number. Please let us know if you would like to be removed from the SMS list. While all attempts to send minimal information via SMS, patients must be aware that if another person can access their mobile phone, then the confidentiality of these communications cannot be protected by the practice.
Post
For patients who have opted out of SMS, a letter may be sent regarding reminders or recalls. Letters received by the practice are scanned into the patient file and forwarded to the doctor to review.
Website
Our website is updated regularly and contains the practice contact details, location, opening hours and information regarding fees and services offered, along with our privacy & communication policies. Our online booking, script requests and after-hours doctor service details are also available.
Communicating with Patients with Special Needs
Our practice can access translator and interpreter services and services for patients with a disability. These include:
https://www.accesshub.gov.au/about-the-nrs
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National Auslan Interpreter Booking Service (NABS) - 1800 246 945
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Auslan services 1300 287 526
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Translation and Interpreter Service (TIS)
https://www.tisnational.gov.au/
Doctors Priority Line 1300 131 450
If you are hearing impaired, we can discuss options to correspond via email regarding making and cancelling bookings.
Discussing Medical Information
The Practice Manager and reception team members are not qualified to provide medical advice and are not entitled to discuss any medical information over phone, email, or any other communication channel. If you wish to discuss your health, you will need to make an appointment with a doctor or nurse.The Practice Manager and reception team members are not qualified to provide medical advice and are not entitled to discuss any medical information over phone, email, or any other communication channel. If you wish to discuss your health, you will need to make an appointment with a doctor or nurse.