Protecting Your Privacy
We ensure that all electronic and telephone communication is handled with care to protect your personal and health information. We will only discuss your health information with you, or with others where legally permitted or with your consent.
Telephone Communication
When you call our practice:
- Calls are answered as promptly as possible and may queue during busy times.
- Staff will ask if your call is urgent before placing you on hold.
- If your call is urgent, it will be managed appropriately.
- To protect your privacy, we may ask you to confirm three forms of identification before discussing personal information over the phone.
- All phone calls and messages are documented in your medical record
- Doctors and nurses may return calls between appointments, during breaks, or at the end of the day.
SMS Communication
- We use SMS and email to communicate with you for non-urgent matters like appointment reminders, recall and reminders and general practice information.
- SMS Message do not include sensitive health information.
- All electronic communications are recorded in your medical record
- If SMS reminders are not answered, our staff may follow up by phone or post
Email Communication
- Email communication is managed carefully and securely. Staff follow strict guidelines to ensure emails remain confidential, professional, and appropriate.
- All outgoing practice emails include a confidentiality notice to protect your information.
Website Security
- Our website is hosted separately from patient medical records. This ensures patient data remains secure and is not stored online. Website content is reviewed regularly to ensure accuracy and compliance with Australian health advertising regulations.
- All outgoing practice emails include a confidentiality notice to protect our information.