Communication Policy
Exact policy wording as provided by Pan Medical Centre.
www.panmedicalcentre.com.au
reception@panmedicalcentre.com.au
144 Alexander Avenue, Thomastown VIC 3074
Ph: 9463 1800 - Fax: 9463 1801
Communication Policy
1. Purpose
To ensure all communication within the practice is timely, accurate, patient-centred, and confidential, in accordance with RACGP Standards and the Privacy Act 1988 (APPs).
2. Scope
This policy applies to all clinical and non-clinical staff and all communication methods including phone, email, SMS, secure messaging, telehealth, and written communication.
3. Principles
The practice will provide timely responses, maintain confidentiality, communicate respectfully, support informed decision-making, and document all relevant communications in patient records.
4. Telephone Communication
Incoming calls are answered promptly. Messages are recorded and passed to clinicians. Urgent matters are prioritised. Voicemail messages advise patients to call 000 in emergencies.
5. Electronic Communication
Patient consent is obtained prior to electronic communication. Patients are informed of risks and expected response times. Email and SMS are not to be used for emergencies. Secure messaging is used where possible.
6. Results, Recalls and Reminders
Patients are informed how results are communicated. The practice maintains a recall and reminder system. Significant results are communicated promptly.
7. Communication with Patients with Special Needs
Interpreter services and additional support are provided for patients with language, cultural, or accessibility needs.
8. Confidentiality and Privacy
All communication complies with the Australian Privacy Principles. Information is shared only with authorised persons.
9. Communication Failures / Contingency
Backup communication systems are in place. Failed contact attempts are documented and followed up where required.
10. Staff Training
Staff receive training in communication protocols, privacy, and cultural awareness.
11. Review
This policy is reviewed annually or following updates to RACGP Standards.
Document title: Communications Policy
Reviewed by: Practice Manager
Effective Date: 01/07/2025
Next Review Date: 01/07/2026