COMMUNICATIONS POLICY

Communication Poilcy

Purpose

This Communications Policy outlines how Wigram Street Family Medical Practice approaches communication with patients, colleagues, and external healthcare organisations. It ensures all interactions are professional, timely, and secure, in line with RACGP 5th Edition accreditation standards.

This policy applies to all team members at Wigram Street Family Medical Practice, including clinical staff, administrative staff, and any external partners. It covers all communication methods: face-to-face consultations, phone conversations, email, digital booking platforms, written correspondence, and online systems.

Objectives

  • To provide clear, compassionate communication that meets patient needs and expectations

  • To protect patient privacy and confidentiality in accordance with Australian privacy legislation and RACGP standards

  • To enable accurate and timely information sharing among team members and external healthcare providers

  • To ensure transparency and accessibility in all communications to enhance patient wellbeing and satisfaction

Communication Principles

All communications at Wigram Street Family Medical Practice are guided by these principles:

Respect and Professionalism — Communications are courteous, professional, and preserve the dignity of patients and colleagues at all times.

Confidentiality — Patient health information is managed confidentially and securely, adhering to privacy laws and ethical standards.

Timeliness — Important information is communicated promptly to ensure patients and colleagues receive updates without unnecessary delay.

Clarity — Information is presented in simple, understandable language, avoiding confusion and ensuring recipients fully grasp the message.

Cultural Competence — Communications are inclusive, culturally sensitive, and respectful of diverse patient and staff backgrounds.

Patient-Centred — All communication prioritises patient needs, preferences, and involvement in their healthcare decisions.

Communication Channels

Wigram Street Family Medical Practice uses the following communication methods:

Face-to-Face — Patient consultations are conducted professionally and respectfully, with full attention to patient concerns and needs.

Telephone — Calls are answered promptly during consulting hours. Staff are trained to manage queries with care and professionalism.

Email — Used for non-urgent communication and general information. All emails follow privacy guidelines; patients are advised to avoid sending sensitive health details via email.

Online Booking — HealthEngine provides secure appointment scheduling available 24/7 for patient convenience.

Written Correspondence — Letters and written communications are clear, concise, and professionally formatted with appropriate follow-up.

Digital Platforms — Online systems are used cautiously and professionally. Sensitive health information is never communicated through unsecured or social media channels.

Patient Communication

Appointment Management — Patients are informed of appointment times and any changes via their preferred method (phone, SMS, or email).

Post-Consultation Communication — Following consultations, patients receive timely information about test results, specialist referrals, and care instructions. They are kept informed of next steps.

Health Information — Medical conditions, treatment options, and care plans are explained in accessible language. Patients are encouraged to ask questions to ensure understanding.

Patient Feedback — Patients are invited to provide feedback on their communication experience, which is used to improve practice services and address concerns.

Team Communication

Internal Operations — Clear communication among our team is maintained to ensure consistency in patient care protocols and practice operations.

Professional Development — All staff receive training on communication skills, including cultural awareness, conflict management, and patient confidentiality, in accordance with RACGP standards and professional development requirements.

Workplace Culture — Our team maintains open communication channels to address concerns in a supportive environment, with appropriate processes for resolving workplace matters.

Privacy and Confidentiality

All communications involving patient information, including health records and appointments, comply with the Privacy Act 1988 (Cth) and RACGP standards.

Patient information is shared only with authorised individuals and only when necessary for patient care or legal compliance.

Any communication breaches, including unintended disclosures, must be reported immediately to management and addressed promptly.

Back to homepage