Communication Policy

Telephone Communication

Our Practice may contact you via telephone calls, text messages and/or email to confirm or notify you of any changes to your scheduled appointment, recalls requiring urgent attention and health promotion reminders (optional).

We offer telephone consultations, however not all medical services can be provided over the phone. The GP may request for you to attend for a face-to-face appointment instead.

While telephone calls and text messages are generated using a secure facility, they are transmitted over a public network onto a personal telephone and as such may not be secure. However, the practice will not transmit any information which would enable an individual patient to be uniquely identified.

Telephone calls from patients will not generally be put through to doctors immediately as they are usually attending to patients throughout the day. Our reception staff will be happy to take down contact details and the message to pass on. Our Doctors will be in touch on the same day or if they are not available on the day, the next time they are scheduled to be in the clinic.

Our Nurse may be able to assist you with any general questions regarding your healthcare. If you have a medical question after seeing one of our doctors, you can speak with the nurse and she will discuss your concerns with the doctor. Normally our nurse will return your call later the same day.

For any urgent medical problems, we recommend you attend your nearest Hospital, or alternatively our nurse will organise for our doctors to see you as soon as possible.

Electronic Communication

We offer face-to-face and phone consultations only. We do not provide GP consultations via email. There may be exceptional circumstances, however this is at the discretion of the doctor.

Electronic communication is generally used only for correspondence of a non-sensitive nature. And while reasonable efforts are made to provide security via email communication, users should be aware that there are inherent risks in the transmission of information across the internet and as such may not be secure.

When patients request for sensitive information via email, a request and consent form is sent to the patient for completion. This form requires the patient to specify the information required, provide a copy of photo identification, advises fees may be payable for the services and notes the risks in the transmission of information over the internet including breaches.

Following the completion and return of this form, the GP will review the request, and if approved, the information will be collated, password protected and sent via reply mail (or email address noted on form if different) to ensure it is sent to the intended recipient.

A patient may request for a copy of their results be sent to their email address during a phone consultation with the GP. Results must be discussed with the GP before they are released. Please note our receptionists and nursing staff do not have the authority to release any results if these results have not been discussed and approved for release by a GP. The GP will confirm the email address details and our reception staff will email you the documents in a password protected file.

While Emails and Facsimiles are reviewed on a daily basis, we kindly advise we can take up to 2 working days to respond to your query. If we have not responded to your email within 2 days or for any urgent queries, we recommend calling our clinic (02 9268 0133) for immediate attention.

Announcement

2024 Flu vaccines are now available!

Free flu vaccines are available for:

  • First Nations people
  • Children less than 5 years old
  • Pregnant women at any stage of pregnancy
  • People aged 65 years and over
  • People with certain medical conditions that increase their risk.

For more information, please contact us.
All appointments will be bulk billed.
Private flu vaccines are priced at $25.