Updated December 2024

At West Cessnock Medical Practice, we utilise multiple methods to communicate with our patients and third parties. This policy outlines the communication channels available and our approach to ensuring effective, confidential, and timely communication.

1. Face-to-Face Communication

This includes consultations with your doctor, nurse, or interactions with other practice staff. Patients are encouraged to discuss their concerns directly during appointments for the most effective communication.

2. Telephone Communication

• Office Hours: Patients can contact the practice between 8:30 AM and 5:00 PM, Monday to Friday.
• Triage System: Reception staff may use a triage system to assess the urgency of patient concerns.
• Identification Process: To ensure patient confidentiality, a three-point identification check will be conducted when communicating by phone.
• Doctor Availability: While it may not always be possible to speak with the doctor immediately, patients can schedule a telephone consultation to secure a call-back at a set time. If an appointment is not booked, a secure message will be sent to the doctor, and the doctor will return the call as soon as possible. In urgent cases, exceptions may be made, and the doctor’s availability will be noted in the patient’s file.

3. Correspondence

• Correspondence from other healthcare providers, such as results, emails, and specialist letters, is directly imported into the doctor’s inbox for review and then saved in the patient’s file.
• If the designated doctor is unavailable and the correspondence is urgent, another doctor will review and take appropriate action.

4. Fax Communication

• Patient-Related Faxes: Faxes related to patient care are imported directly into the patient’s file for the doctor’s review and action. Urgent faxes are immediately processed and reviewed by the doctor. If the designated doctor is unavailable, another doctor will be asked to review the fax.
• Non-Patient-Related Faxes: These are directed to the appropriate staff member for handling.

5. Email Communication

• Email is not a secure method of communication, and patients should be aware that confidentiality cannot be guaranteed when using this medium. Communicating with the practice via email is done at the patient’s own risk.
• By choosing to email the practice, patients consent to being contacted via email for responses. Our staff strives to reply within 24 hours. For urgent matters, we encourage patients to contact the practice by phone.

6. SMS Communication

• Purpose: SMS messages are used to remind patients of scheduled appointments, health reminders, and recalls.
• Updating Contact Details: It is important for patients to update the practice if there is a change to their mobile number. Patients who wish to be removed from the SMS list should notify the practice.
• Confidentiality Considerations: Patients should be aware that if another person has access to their mobile phone, the confidentiality of SMS communications cannot be guaranteed by the practice.

7. Postal Communication

• For patients who have opted out of SMS reminders, letters may be sent for reminders and recalls.
• All incoming letters are scanned into the patient’s file and forwarded to the appropriate doctor for review.

8. Website

Our website is regularly updated with practice contact details, location, opening hours, information on services and fees, and other important information. Patients can also access our online booking system and after-hours doctor service details.

9. Facebook

Our Facebook page is used for practice updates and health promotions. This page is intended for general announcements only and is not monitored for individual medical inquiries. For any questions or concerns, patients should contact the practice directly by phone.

10. Communication with Patients with Special Needs

We maintain an updated list of translation and interpreter services, as well as services for patients with disabilities. This list is available to all staff at the reception for reference. Available services include:

• National Relay Service (NRS) for hearing-impaired patients
• Translation and Interpreter Service (TIS), Doctor’s Priority Line: 1300 131 450