An incoming telephone call is a method for initial and subsequent communication by a patient to this Practice.
New patients and existing patients are also able to book an appointment directly through our website or through Hotdoc.
The telephone is recognised as a vital vehicle for creating a positive first impression, displaying a caring, confident attitude and acting as a reassuring resource for our patients and all others.
Our aim is to facilitate optimal communication opportunities with our patients. General Practitioners and staff members are aware of alternative modes of communication used by patients with a disability or a language barrier. (Refer to “Non english speaking patients”.)
Some patients may be anxious, in pain or distracted by their own or a family member’s or friends medical condition and our staff act to provide a professional and empathetic service whilst attempting to obtain adequate information from the patient or caller.
Staff should not argue with, interrupt or patronise callers. Courtesy should be shown to all callers and allow them to be heard. Every call should be considered important.
Staff members are mindful of confidentiality and respect the patient’s right to privacy. Patient names are not openly stated over the telephone within earshot of other patients or visitors. This Practice prides itself on the high calibre of customer service we provide, especially in the area of patient security, confidentiality, right to privacy, dignity and respect.
It is important for patients telephoning our practice to have the urgency of their needs determined promptly. Staff should try to obtain adequate information from the patient to assess whether the call is an emergency before placing the call on hold. Staff members have been trained initially, and on an ongoing basis, to recognise urgent medical matters and the procedures for obtaining urgent medical attention. Reception staff members have been informed of when to put telephone calls through to the medical staff for clarification. (Refer to ‘Medical Emergencies and Urgent Queries”).
Patients of our practice are able to access a doctor by telephone to discuss their clinical care when this is appropriate. When telephone or email communication is received, it is important to determine the urgency and nature of the information. Staff members will advise the patient that their request will be responded to at the end of the session or at the end of the day, unless the matter is indeed urgent. In non-urgent situations, patient calls need not interrupt consultations but it is necessary to ensure the information is given to the doctor in a timely manner via internal messaging e.g. F8.
Patient messages taken for subsequent follow-up by a doctor or other staff member are documented and entered in their electronic Best Practice inbox, or in their absence to the designated person who is responsible for that absent team members workload. Staff ensure that all calls and telephone conversations assessed to be significant require a response from the doctor.
The doctor needs to determine if advice can be given on the phone or if a face to face consultation is necessary, being mindful of clinical safety and patient confidentiality. Non-medical staff do not give treatment or advice over the telephone. Results of tests are not given out, unless cleared with the doctor.
Staff do not give out details of patients who have consultations at Walker Street Doctors nor any other identifying or accounts information, except as deemed necessary by government legislation or for health insurance funds.
Personal calls should be kept brief, mindful of engaging telephone lines.
A comprehensive phone answering message is maintained and activated to advise patients of how to access medical care outside normal opening hours. This includes advising patients to call 000 if it is an emergency.
Important or clinically significant communications with or about patients are noted in the patients’ health record. We have provisions for Doctors to be contacted after hours for life threatening or urgent matters or results. Refer to After Hours Service policy and procedure.
All electronic communication is responded to with a vacation response indicating that email is not an appropriate way of communicating with the practice in an emergency and also the telephone number of the practice and appropriate way to request scripts and referrals – through Hotdoc.
Incoming Call (Receptionists)
A Best Practice F8 message is used to record all significant and important telephone conversations or electronic communications including afterhours contacts and medical emergencies and urgent queries.
The message must record:
Alternative modes of communication may be used, including;
Ensure their use is conducted with appropriate regard for the privacy and confidentiality of health information and that patients are made aware of any risks these modes may pose to the privacy and confidentiality of their health information or any additional out of pocket costs e.g. the requirement for a longer appointment.
For further information about:
TIS (Doctors Priority Line) http://www.immi.gov.au/living-in-australia/help-with-english/help_with_translating/free-services.htm
After Hours
Patients are able to obtain advice or information related to their care or appointment reminders by electronic means, where the doctor determines that a face-to-face consultation is unnecessary.
Electronic communication includes email and SMS.
All significant electronic contact with patients is recorded in the patient health records.
Communication with patients via electronic means is conducted with appropriate regard to the privacy Laws relating to health information and confidentiality of the patient's health information.
Staff and Patients using email/SMS or other forms of electronic messaging should be aware that it is not possible to guarantee that electronic communications will be 100% private. However, email is far more secure than the use of fax for communication.
When an email message is sent or received in the course of a person's duties, that message is a business communication and therefore constitutes an official record.
Internal or external parties, including patients may send electronic messages. Messages from patients or those of clinical significance require a response to confirm receipt and should be documented in the patient medical record if appropriate.
Employees should be aware that electronic communications could, depending on the technology, be forwarded, intercepted, printed and stored by others and that communication should be professional at all times.
Staff members have full accountability for emails sent in their name or held in their mailbox and are expected to utilize this communication tool in an acceptable manner.
This includes (but is not limited to):
An automatic reply email is sent when somebody emails the practice. This informs them of the clinic's phone number, response time, and information regarding telehealth appointments and referral/prescription repeats.
Thank you for your email. This is an automatic reply.
Walker Street Doctors is open Monday to Friday, 8am to 5pm. (public holidays exempt).
If this is an urgent matter, please contact reception by phone on 02 9955 5566 or 000. Alternatively call 13 SICK, outside of opening hours.
Please do not use this email to book or change appointments. This can be done online through HotDoc, accessible via our website: www.walkerstreetdoctors.com.au .
If your email is of a clinical nature, please ensure you have included the patient’s full name, date of birth and GP in your email. Your email will be forwarded to the appropriate doctor for a response within the next 3 working days, and will become a part of your health record.
If you are requesting Prescription/Referral repeats, this should be done online using the tab for Quick Consults through HotDoc, accessible via our website.
Inappropriate use of the Email facility will be fully investigated and may be grounds for dismissal.