Our aim is to facilitate optimal, timely communication opportunities with our patients. We encourage and support the safe use of digital technology to enable our patients to access essential information and booking services. Our practice endeavours to provide patients with access to timely advice and information about their clinical care through a variety of secure communication channels.
1. Test Results
To ensure clinical safety, accuracy, and absolute confidentiality, it is strict practice policy that test results will be given out during a follow-up consultation with a doctor only.
2. Face-to-Face Communication
Direct communication occurs daily via consultations with your doctor or nurse, as well as day-to-day interactions with our administrative staff, reception team, or Practice Manager.
3. Telephone Communication
Patients are able to contact the practice via telephone between the hours of 9:00 am – 6:00 pm, Monday to Friday on (03) 9470 3155.
- Triage Support: As the first point of contact, our receptionists utilise a triage support guide to ensure they are correctly addressing patients’ clinical needs and concerns. Reception staff will need to ask brief questions to determine that you receive the most appropriate care, at the most appropriate time. At times, you may be referred to speak to one of our practice nurses to determine the urgency or best course of action for your issue.
- Speaking with Doctors: Phone calls from patients requesting to speak directly to a doctor will not generally be put through at the time of the call. This minimises disruption to doctors who are usually in consultation with another patient, protecting the privacy and focus of that consultation. Reception staff will ask the patient to briefly explain the reason for the call and will determine if a message can be given to the doctor to return the call at a later time (either throughout the day or after consulting hours).
- Documentation: Where clinically significant information is discussed over the telephone, a detailed note will be made directly in the patient’s health record.
4. Fax Communication
Patient-related faxes received by the clinic are imported directly into the patient’s digital health record to be reviewed and actioned by the doctor. Urgent patient-related faxes are immediately handed to the doctor, or reviewed by another doctor within the practice if your regular practitioner is unavailable. All non-patient-related faxes are distributed to the relevant staff member. All outgoing faxes are accompanied by a practice cover sheet detailing the recipient, fax number, page count, and a confidentiality notice.
5. Email Communication
Email is not a secure form of communication. We do not use email to send personal or clinical information to patients without their explicit consent. Whilst we make every effort to keep our systems secure, patients must be aware of the inherent risks associated with electronic communication, as information could potentially be intercepted or accessed by an unintended recipient. Any communication directed to the surgery via email is also NOT secure, and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk.
If you choose to contact the clinic via email, this is considered implied patient consent for us to reply via email. We endeavour to reply to all emails within 1 business day. Our emails are checked on a regular basis; however, they are not constantly monitored.
Important Note: If you have an issue or medical concern that requires urgent attention, please do not email us. Contact the practice immediately via telephone or call 000 in an emergency.
6. SMS (Short Message Service)
SMS messages are sent for a variety of proactive health management purposes, including:
- Health Reminders: e.g., cervical screening, routine immunisations, or care plan reviews.
- Health Recalls: e.g., non-urgent follow-ups of test results.
We require patients to verify and update their mobile number at each visit to ensure this information reaches the correct individual. Patients must be aware that if another person has access to their mobile phone, the confidentiality of these SMS communications cannot be protected or guaranteed by the practice.
7. Post (Mail)
Incoming mail is collected and opened each day. Letters received that are patient-related are directly imported into the patient’s medical record for review and action by the doctor. Outgoing letters may be posted to offer services to eligible patients, or to issue health reminders and recalls for patients who do not have a mobile phone or who have actively opted out of our electronic messaging system.
8. Website
The practice website is updated regularly with vital practice information. Patients can easily access our current opening hours, practice history, frequently asked questions (FAQs), billing fees, available services, doctor profiles, and up-to-date contact information.
This communication policy is clearly documented, regularly reviewed, and made consistently available across both our patient information sheets and our official website.
Date reviewed: 26 June 2026