Infinity Health communication policy
Current as of: 12th January 2025
Introduction
This leaflet aims to explain clearly the various means by which we communicate with patients and how patients can communicate with us. Each communication method adheres to the Australian Privacy Principles (APPs), the Privacy Act 1988 and any state-specific laws.
Telephone communication
General Practitioners and staff members are aware of alternative modes of communication used by patients with a disability or a language barrier. We have an internal process for Translating and Interpreting Services.
Our team ensures that three identifiers are used at the beginning of each call to clearly and correctly identify the patient the caller is referring to. Our team also asks for the caller to identify themselves and crosschecks the information against the patient’s file and their competency. If the caller is not registered in our system as an authorised representative of the patient, we kindly inform the caller that we are unable to provide any information or forward any message to the doctor. We redirect the caller to go through the authorised representative of the patient (being careful not to disclose who that is) or the patient themselves if they are competent.
Where we are returning telephonic communications, we use the same principles as above, being careful to correctly identify the person we are speaking with before discussing any information with them.
For any voicemails left on our practice telephone when the phone is unattended, our staff endeavour to respond to phone voicemails by the end of the next business day
Telehealth – Telephone and video consultations
At the start of the call, the doctor will obtain and document in your medical record your consent to continue as a telehealth consultation (phone or video as appropriate).
The doctor determines if the advice or information related to your clinical care can be given via a telehealth consultation or if a face to face visit is necessary, being mindful of clinical safety and patient confidentiality. Telehealth phone or video consultations are treated the same as face to face appointments and fees/medicare rebates may apply accordingly.
If we are unable to reach you for a telephone appointment (e.g. you do not answer at the allocated appointment time, or there are technology issues that prevent connection), the doctor will document any reasons the communication failed in your medical record.
Electronic communication
Electronic communication dominates our current world and the methods relevant to our practice are email, the practice website and the practice use of social media platforms.
Email is not a secure form of communication and is not encouraged by Infinity Health. Patients must be aware that any communication they direct to the surgery via email is also NOT secure and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk. If you do choose to contact the medical practice via email, this is considered as patient consent to reply via email. Our staff endeavour to respond to email messages by the end of the next business day. If you have an issue that requires urgent attention we request that you contact the practice via telephone.
The practice website and social media platforms
We use our website and social media platforms to keep our patients, both existing and new, informed about key information such as our opening hours, policies, processes, offerings and fees. We will also publish information from time to time about particular health matters. Our website and Social Media presence is continually monitored to ensure information remains accurate and up to date.
Communicating with patients with special needs
A contact list of translator and interpreter services and services for patients with a disability is maintained, updated regularly and readily available to all staff at reception. These include:
• National Relay Service (NRS) for hearing impaired
• Translation and Interpreter Service (TIS)
Policy review statement
This communications policy is current as of January 2025 will be reviewed regularly to ensure it is in accordance with any changes that may occur. Any changes will be updated on our website.