OUR COMMUNICATION POLICY:


​1. Purpose
Family Health Clinic Gatton is committed to providing respectful, timely, confidential, and effective communication with all patients and carers. This policy outlines the standards and procedures for communication between the practice and patients to ensure:
  • Safe and high-quality patient care
  • Continuity of care
  • Protection of patient privacy and confidentiality
  • Compliance with RACGP Standards
  • Appropriate use of telephone, electronic, and written communication
  • Clear expectations for staff and patients
This policy supports the RACGP Standards for General Practices, including:
  • C2 – Partnering with Patients
  • C3 – Business Systems
  • C5 – Clinical Governance
  • GP1 – Communication and Patient Health Information

2. Scope
This policy applies to:
  • All doctors
  • Nurses
  • Reception and administration staff
  • Allied health providers
  • Contractors and students
  • Patients and carers interacting with the practice
The policy covers all forms of communication including:
  • Face-to-face communication
  • Telephone communication
  • SMS messaging
  • Email communication
  • Website and online forms
  • Recall and reminder systems
  • Telehealth consultations
  • Social media interactions
  • Written correspondence

3. Principles of Communication
Family Health Clinic Gatton will ensure communication is:
  • Respectful and culturally sensitive
  • Patient-centred
  • Confidential and secure
  • Clear and understandable
  • Timely and appropriate
  • Accessible to patients with diverse needs
  • Documented where clinically relevant
The practice recognises the importance of effective communication with:
  • Aboriginal and Torres Strait Islander peoples
  • Patients from culturally and linguistically diverse backgrounds
  • Elderly patients
  • Patients with disabilities
  • Patients with low health literacy
Interpreter services and support persons may be used where appropriate.

4. Reception and Front Desk Communication
Reception staff are expected to:
  • Greet patients courteously and professionally
  • Maintain patient confidentiality at all times
  • Speak discreetly when discussing personal information
  • Confirm patient identity using approved identifiers
  • Escalate concerns or complaints appropriately
  • Avoid providing clinical advice beyond their scope
  • Communicate delays and appointment issues respectfully
Reception staff must not:
  • Discuss patient information in public areas
  • Provide medical opinions or diagnoses
  • Release confidential information without appropriate consent

5. Telephone Communication Policy

5.1 Incoming Calls
The practice aims to answer telephone calls promptly and professionally.
Staff will:
  • Identify the clinic and themselves
  • Confirm patient identity before discussing information
  • Document clinically relevant messages in the patient record
  • Forward urgent concerns to a clinician immediately

5.2 Telephone Advice
Administrative staff must not provide clinical advice.
If a patient requires clinical advice:
  • The call will be referred to a nurse or GP
  • The patient may be offered an appointment or telehealth consultation
  • Emergency symptoms will be directed to 000 or the nearest emergency department
Examples of urgent symptoms include:
  • Chest pain
  • Severe shortness of breath
  • Stroke symptoms
  • Severe bleeding
  • Altered consciousness

5.3 Return Calls from Clinicians
Doctors and nurses may return patient calls where clinically appropriate.
All clinically significant telephone communication must be documented in the patient health record, including:
  • Date and time
  • Nature of discussion
  • Advice provided
  • Follow-up arrangements

6. SMS Communication Policy
The practice may use SMS messaging for:
  • Appointment reminders
  • Recall and reminder notifications
  • Health promotion messages
  • Follow-up instructions
  • Practice announcements
Patients consent to SMS communication upon registration unless they opt out.
SMS messages:
  • Must not contain highly sensitive clinical information
  • Should be concise and professional
  • Must include clinic identification
  • Must protect patient confidentiality where possible
Examples:
  • “Reminder: You have an appointment at Family Health Clinic Gatton tomorrow at 10:30am.”
  • “Please contact Family Health Clinic Gatton regarding your recent test results.”
The practice acknowledges SMS is not a fully secure communication method.

7. Email Communication Policy
Email communication may be used for:
  • Administrative correspondence
  • Forms and documents
  • Non-urgent communication
  • Patient education material
The practice will not use email for:
  • Emergency communication
  • Urgent clinical matters
  • Time-critical advice
Patients using email communication are advised:
  • Email may not be fully secure
  • Response times may vary
  • Urgent concerns should be directed via telephone or emergency services
Emails containing clinical information should:
  • Be sent only with patient consent
  • Use secure systems where available
  • Be documented in the patient record where clinically relevant
The practice aims to respond to non-urgent emails within 2 business days.

8. Telehealth Communication

Telehealth consultations may be provided in accordance with current Medicare and professional guidelines.
The practice will:
  • Verify patient identity
  • Obtain verbal consent for telehealth
  • Ensure privacy and confidentiality
  • Document consultations appropriately
  • Escalate to face-to-face review where clinically indicated
Patients are encouraged to:
  • Participate from a private location
  • Ensure reliable phone or internet access
  • Provide updated contact details

9. Results Communication Policy
9.1 Test ResultsPatients are advised that:
  • They are responsible for following up their results
  • Not all results will be communicated automatically
  • An appointment may be required to discuss results
Doctors determine:
  • The urgency of follow-up
  • Appropriate communication methods
  • Recall requirements
Reception staff must not interpret results.

9.2 Critical Results
Urgent or clinically significant results are managed according to the practice’s Results Management Policy.
The practice will make reasonable attempts to contact patients regarding urgent results.
Attempts may include:
  • Telephone calls
  • SMS reminders
  • Registered letters
  • Contacting emergency contacts where appropriate
  • Welfare checks in extreme circumstances
All attempts are documented.

10. Recall and Reminder Communication
The practice operates a recall and reminder system for:
  • Preventive health activities
  • Abnormal test results
  • Chronic disease reviews
  • Immunisations
  • Cervical screening
  • Care plans
Patients may receive:
  • SMS reminders
  • Telephone calls
  • Letters
  • Electronic reminders
Patients may opt out of reminder systems, except where required for significant clinical safety concerns.

11. Communication with Carers and Family Members
Patient information will only be disclosed:
  • With patient consent
  • Where legally authorised
  • Where clinically necessary and permitted by law
Staff must verify:
  • Identity of the person requesting information
  • Scope of consent
Special consideration applies to:
  • Minors
  • Patients lacking decision-making capacity
  • Guardianship arrangements
  • Enduring power of attorney documentation

12. Interpreter and Accessibility Services
The practice supports equitable communication access.
Interpreter services may be arranged for patients with limited English proficiency.
Where appropriate, the practice may utilise:
  • Professional interpreters
  • National Translating and Interpreting Service (TIS)
  • Hearing assistance services
  • Written communication aids
Family members should generally not be used as interpreters for sensitive clinical matters unless requested by the patient and clinically appropriate.

13. Social Media and Online Communication
The practice’s social media platforms are intended for general information and community engagement only.
The practice will not:
  • Provide personal medical advice via social media
  • Discuss confidential patient matters online
  • Engage in public discussions regarding patient complaints
Patients are advised not to post personal medical information on public platforms.
Online reviews and feedback are monitored professionally and respectfully.

14. Website CommunicationThe practice website may include:
  • Clinic hours
  • Appointment booking information
  • Health education resources
  • Practice policies
  • Contact information
Website forms must not be used for emergencies.
Patients experiencing emergencies are instructed to call 000.

15. Privacy and Confidentiality
All communication must comply with:
  • Privacy Act 1988 (Cth)
  • Australian Privacy Principles
  • RACGP confidentiality requirements
  • Relevant Queensland legislation
Patient information will only be accessed by authorised personnel.
Staff are required to:
  • Maintain confidentiality during all communications
  • Secure electronic devices and records
  • Use passwords and secure systems
  • Avoid discussing patient information in public areas
Confidentiality breaches may result in disciplinary action.

16. Communication of Fees and Billing
Patients will be informed about:
  • Consultation fees
  • Billing arrangements
  • Cancellation policies
  • Out-of-pocket costs where possible
Fee information should be:
  • Clearly displayed
  • Explained respectfully
  • Consistent and transparent

17. Complaints and Feedback Communication
Patients are encouraged to provide feedback.
Feedback may be provided:
  • In person
  • By telephone
  • Via email
  • Through written forms
  • Via the practice website
Complaints will be:
  • Acknowledged respectfully
  • Managed confidentially
  • Investigated appropriately
  • Responded to within reasonable timeframes
Patients may also contact:
  • Office of the Health Ombudsman (Queensland)
  • Australian Health Practitioner Regulation Agency (AHPRA)
where appropriate.

18. Staff Training and Responsibilities
All staff receive orientation and ongoing training regarding:
  • Communication standards
  • Privacy and confidentiality
  • Cultural awareness
  • Telephone etiquette
  • Managing difficult conversations
  • De-escalation techniques
  • Documentation requirements
Managers are responsible for monitoring compliance with this policy.

19. Documentation Requirements
Clinically relevant communications must be documented in the patient health record.
Documentation should include:
  • Date and time
  • Person involved
  • Summary of communication
  • Advice or information provided
  • Follow-up actions
Examples include:
  • Telephone advice
  • Significant emails
  • Test result discussions
  • Telehealth interactions
  • Complaints relating to care

20. Review and Continuous Improvement
This policy will be reviewed:
  • Annually
  • Following incidents or complaints
  • Following legislative or accreditation changes
  • As part of quality improvement activities
Patient feedback and incident reports may inform improvements to communication systems.