Communication Policy

Telephone – Policy

An incoming telephone call is the principal method for initial and subsequent communication by a
patient and most other persons to this practice.

As such, 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 others.

Our aim is to facilitate optimal communication opportunities with our patients. Our general
practitioners and other team members are aware of alternative modes of communication used by
patients with a disability or a language barrier.

Some patients may be anxious, in pain or distracted by their own or a family member or friend’s medical
condition. Our practice team members provide a professional and empathetic service whilst attempting
to obtain adequate information from the patient or caller.

Our practice team members are trained not to 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.
Benalla Church Street Surgery prides itself on the high calibre of customer service we provide, especially
in the area of patient security, confidentiality, and right to privacy, dignity and respect.

Team members are mindful of confidentiality requirements to ensure patient names or clinical discussions about patients are not openly stated over the telephone when within earshot of other patients or visitors.

It is important for patients telephoning our practice to have the urgency of their needs determined
promptly. Our practice team try to obtain adequate information from the patient to assess whether the
call is an emergency before placing the caller ‘on hold’.

Our team members are trained during induction, and on an ongoing basis, to recognise urgent medical matters and the procedures for obtaining urgent medical attention, and when to escalate a telephone call to a member of the medical or clinical team.

Patients of our practice are able to access a member of our medical or clinical team by telephone to
discuss their clinical care.

When telephone communication is received, the urgency and nature of the
call is gathered to determine if the call will be transferred immediately or if a message will be taken for
the call to be returned.

In non-urgent situations, patient calls should not interrupt consultations with
other patients. Our practice team members are aware of each practitioner’s policy on accepting and
returning telephone calls.

Patient messages taken for follow-up by a general practitioner or other practice team member are
documented for their attention and action or, in their absence, for the designated person who is
responsible for that absent team members’ workload. This is by adding the patient name and message
on the bottom of the practitioner’s daily screen on Best Practice. Only a member of the medical or
clinical team can provide treatment or advice over the telephone. Patients are advised through
information contained in a practice information sheet and from the practice team member receiving the
call, if a fee will be incurred for the telephone advice to be provided.

Communication with patients by electronic means – Policy

Our practice is mindful that even if patients have provided electronic contact details, they may not be
proficient in communicating via electronic means and patient consent needs to be obtained before
engaging in electronic communication.

Electronic communication includes email, facsimile and Short Message Service (SMS). Communication with patients via electronic means is conducted with appropriate regard to privacy.

Practice website- Policy

Our practice is committed to making information about our practice and its services readily accessible
for all patients and the community. One way to achieve this is through our Practice Website at https://churchstreetsurgery.com.au/