To assist in the efficient and safe delivery of healthcare services, Alstonville Clinic recognises that various communication channels may be utilised by patients and staff members.

Alstonville Clinic endeavours to obtain patient consent prior to initiating communication with a patient via SMS, email, or other means. Consent for electronic communication is implied if the patient initiates electronic communication with the practice.

This involves adherence to the Australian Privacy Principles (APP), the Privacy Act 1988 and any state-specific laws. Reasonable steps are undertaken to prevent unauthorised disclosure of patient information.

Whilst steps are undertaken to prevent unauthorised disclosure of patient information, it is important that patients understand the risks associated with electronic communication and information may be disclosed to an unintended recipient.

Email

Email is used as a source of communication with patients, external practices, and external stakeholders (such as specialists). Communication directed to the practice by patients is not secure and confidentiality is not guaranteed. Patients communicating via email do so at their own risk.

Contacting the practice via email is deemed as patient consent to reply via email. Alstonville Clinic endeavours to reply to all emails within 3 business days of receipt. This information is conveyed in an automated response. Our emails are checked regularly, however, they are not constantly monitored. The practice should be contacted via telephone for those patients requiring urgent attention.

Patients contacting the clinic via are required to verify their identity by providing three forms of identification (such as name, date of birth, address), before email correspondence can begin.

Alstonville Clinic may use email for the following communications:
• Sending invoices
• Receiving requests for medical reports
• Receiving requests for medical records
• Receiving patient complaints
• Sending patient information or documents (referrals, certificates, etc) following a telehealth consultation.

An email disclaimer notice is used for outgoing email correspondence informing patients of the risks associated with electronic communication and of the alternative contact details available.

Facsimile (Fax)

A fax may be used as a source of communication with patients, external practices, and external stakeholders (such as specialists).

All outgoing faxes are accompanied with a practice cover sheet, advising details of who the fax is intended for, the address, fax number, number of pages and confidentiality and privacy notice.

All incoming faxes that are patient related are scanned directly into the patients’ clinical files for the doctor to review.

SMS (Secure Messaging Service)

SMS messages are sent for a variety of health management purposes. These may include:
• Appointment reminders – a reminder message will be sent one day prior to the appointment for Annual Checks, Care Plans and excision appointments.
• Vaccinations due – a message will be sent asking the patient to call the clinic and make an appointment with the nurses.

Post

Incoming mail is received and opened every day. Letters that are patient related are scanned directly into the patient’s clinical files for the doctor to review.

Letters may be sent offering services available, health reminders and recalls to those patients who have opted out of our electronic messaging system.

Results

Results will not be provided to a patient via email, fax, SMS or telephone by receptionists or nursing staff. Doctors will discuss results either face to face during a consultation or via telehealth.

Website

The Alstonville Clinic website is updated regularly, providing Information regarding opening hours, appointments, fee structure, services, the team profiles and contact information

Facebook

The Alstonville Clinic Facebook page provides general health updates and practice information. This page is for announcements only and is not for the provision of medical advice. Questions sent via Messenger, or a Facebook post will not be answered.

Any enquires on our communciations policy can be addressed to <a href=”mailto:manager@alstonvilleclinic.com.au”>manager@alstonvilleclinic.com.au</a>