Telephone Policy
An incoming telephone call is the principle 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 all others.
Our aim is to facilitate optimal communication opportunities with our patients. General Practitioners and staff members are aware of alternative modes of communication used by patients with a disability or a language barrier. When a member of the practice team provides information to a patient by telephone, they must make sure that the patient is correctly identified so that patient confidentiality is not compromised. To do this they must obtain at least 3 approved patient identifiers. Including Family name and given name, DOB, Gender, Address, or IHI number.
Some patients may be anxious, in pain or distracted by their own or a family member’s or friend’s medical condition and our staff act to provide a professional and empathetic service whilst attempting to obtain adequate information from the patient or caller.
Staff should not 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.
Staff members are mindful of confidentiality and respect the patient’s right to privacy. Patient names are not openly stated over the telephone within earshot of other patients or visitors. This Practice 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.
It is important for patients telephoning our practice to have the urgency of their needs determined promptly. Staff should try to obtain adequate information from the patient to assess whether the call is an emergency before placing the call on hold. Staff members have been trained initially, and on an ongoing basis, to recognise urgent medical matters and the procedures for obtaining urgent medical attention. Reception staff members have been informed of when to put telephone calls through to the nursing and medical staff for clarification.
Patients of our practice are able to access a doctor by telephone or by email to discuss their clinical care. When telephone (or electronic) communication is received, it is important to determine the urgency and nature of the information. Staff members are aware of each doctor’s policy on accepting or returning calls. In non-urgent situations patient calls need not interrupt consultations with other patients but it is necessary to ensure the information is given to the person in a timely manner. Staff members are aware that they must document in each patients health record when they have attempted to contact or successfully contacted the patient. They must also document when a patient contacts the practice the reason for this contact and the advice given to the patient.
Patient messages taken for subsequent follow-up by a doctor or other staff member are sent to them by internal email for them to review and call back between sessions. If the call is urgent the patients will be transferred straight away to the doctor or nurse.
The doctor needs to determine if advice can be given on the phone or if a face to face consultation is necessary, being mindful of clinical safety and patient confidentiality. Patients are advised if a fee will be incurred for phone advice. Non-medical Staff does not give treatment or advice over the telephone. Results of tests are not given out, unless cleared with the Doctor.
Staff do not give out details of patients who have consultations here nor any other identifying or accounts information, except as deemed necessary by government legislation or for health insurance funds if a signed consent has been received.
Personal calls should be kept brief, mindful of engaging telephone lines.
A comprehensive phone answering message is maintained and activated to advise patients of how to access medical care outside normal opening hours. This includes advising patients to call 000 if it is an emergency.
Staff are aware of alternative modes of communication that may be used by patients with a disability or special needs. See C1.4A and C1.4B
Important or clinically significant communications with or about patients are noted in the patients’ health record. We have provisions for Doctors to be contacted after hours for life threatening or urgent matters or results.
All electronic communication or telephone messages are returned confirming receipt of the message and if possible any actions taken to convey or respond to the message.
After Hours
At the end of the day/session/week the phone system automatically switches to “night/weekend” mode so calls can be transferred to Dr Ramnanan’s mobile service.
- Telephone messages are to be updated as needed for changes to consultation hours eg. holiday closures and locum hospital covering services – procedure written in GFP Practice Manual
- Test the message to ensure it is clear and easily understood.
Communication with patients via electronic means (Also see Email Policy)
Staff are mindful that even if patients have provided electronic contact details they may not be proficient in communicating via electronic means and patient choice should be obtained before using electronic communication.
Patients are able to obtain advice or information related to their care or appointment reminders by electronic means, where the doctor determines that a face-to-face consultation is unnecessary. Electronic communication includes: email, fax or sms.
Practice staff and doctors determine how they communicate electronically with patients, both receiving and sending messages. All significant electronic contact with patients is recorded in the patient health records.
Patients are informed of any costs incurred prior to electronic consultations.
Practice staff and doctors should be aware of alternative modes of communication used by the disabled.
Patients can request our written policy on receiving and returning electronic communication.
Communication with patients via electronic means (eg. email and fax) is conducted with appropriate regard to the privacy Laws relating to health information and confidentiality of the patient’s health information. Emails are only sent with patient’s consent and same is documented. (Refer Separate email policy.)
Staff and Patients using email/SMS or other forms of electronic messaging should be aware that it is not possible to guarantee that electronic communications will be private. All personal health information or sensitive information sent by email must be securely encrypted. Patient consent will always be obtained before sending and health information to the patient electronically.
When an email message is sent or received in the course of a person’s duties, that message is a business communication and therefore constitutes an official record.
Internal or external parties, including patients may send electronic messages. Messages from patients or those of clinical significance require a response to confirm receipt and should be documented in the patient medical record if appropriate.
Employees should be aware that electronic communications could, depending on the technology, be forwarded, intercepted, printed and stored by others. Electronic mail is the equivalent of a post card.
Staff members have full accountability for emails sent in their name or held in their mailbox and are expected to utilise this communication tool in an acceptable manner.
Last reviewed 12/12/2023.
