Telephone and Electronic Communications Policy
1. Purpose
To ensure safe, professional, and responsive communication through telephone, email, internet, and telehealth services, in alignment with RACGP Standards for General Practices (5th Edition), Criteria 1.1 and 1.2.
2. Internet & Email Policy
Guidelines
• Email communication with patients is discouraged.
• Internet and email access is provided to support healthcare delivery.
• Reasonable personal use is permitted.
• All communications are considered official records.
Acceptable Use
Staff must:
• Limit personal email exchanges.
• Avoid responding to unsolicited emails.
• Delete hoaxes and chain emails.
• Not open attachments from unknown senders.
• Use virus protection.
• Maintain professional language.
• Clearly indicate personal opinions.
• Encrypt confidential information.
Monitoring & Accountability
• The practice may monitor email usage.
• Inappropriate use may lead to disciplinary action, including dismissal.
3. Accessing the Internet
Guidelines
• Internet access is permitted for work-related research.
• Excessive personal use is not acceptable.
• Usage statistics may be reviewed by management.
Acceptable Use
Staff must:
• Limit personal browsing.
• Access only reputable sites.
• Verify business-related information.
• Avoid downloading unnecessary or suspicious content.
• Maintain confidentiality and ethical standards.
• Observe copyright laws.
Prohibited Activities:
• Accessing objectionable or criminal content.
• Exchanging confidential information without permission.
• Engaging in gambling, gaming, or illegal activities.
• Sending bulk or unsolicited emails.
• Playing games during work hours.
Monitoring:
• Internet history may be reviewed.
• Misuse may result in disciplinary action.
4. Telehealth Policy
Overview
Telehealth is used to improve access to care, especially for patients in rural or remote areas or with barriers to in-person visits.
Consultation Types
• Telephone Consultations: Audio-only interactions suitable for brief discussions or follow-ups. No visual assessment is possible.
• Video Consultations: Real-time audio-visual interactions using secure platforms. Preferred when visual assessment is clinically relevant.
Guidelines
• Telehealth consultations are conducted at the practice or via secure remote platforms.
• Patient identification and documentation protocols are followed.
• No recordings of video consultations are permitted.
• Patients are informed of any costs prior to booking.
5. Telehealth Consent
Consent Requirements
• Patients must provide informed consent before participating in telehealth.
• Consent may be verbal or documented electronically.
• Patients must be informed of:
o The nature and limitations of telehealth.
o Privacy risks associated with electronic communication.
o Any costs involved.
o The platform used and technical requirements.
Documentation
• Consent must be recorded in the patient’s clinical file.
Privacy
• Consultations must be conducted in private settings.
• Staff must ensure confidentiality is maintained.
6. Telephone Communication Policy
Importance
Telephone is the primary mode of communication with patients and must reflect professionalism, empathy, and confidentiality.
Staff Conduct
• Show courtesy and avoid interrupting callers.
• Respect patient privacy.
• Assess urgency before placing calls on hold.
• Document significant calls in the patient’s record.
Clinical Communication
• Non-clinical staff must not provide medical advice.
• Doctors determine if phone advice is appropriate.
• Messages are documented and relayed promptly.
Identification
Use three identifiers:
• Patient Name
• Address
• Date of Birth
After-Hours Protocol
• Activate answering machine with clear instructions.
• No voicemail facility: update messages as needed.
Accessibility
• Use National Relay Service and TIS National for patients with special needs.
• Inform patients of privacy risks and potential costs.
7. Compliance Statement
This policy aligns with the RACGP Standards for General Practices (5th Edition):
• Criterion 1.1 – Responsive System for Patient Care:
The practice provides multiple communication modes—including telephone, email, and telehealth—to ensure timely and appropriate access to care. Triage protocols, after-hours instructions, and documentation of patient interactions support a responsive and safe care environment.
• Criterion 1.2 – Effective Communication with Patients and Other Health Professionals:
The policy promotes respectful, confidential, and inclusive communication. It outlines acceptable use of electronic communications, ensures accessibility through services such as the National Relay Service and TIS National, and provides clear guidance on privacy risks and message handling. Telehealth consultations are conducted professionally, with patient identification verified and informed consent documented.
