Clinic Policies
At Andrew Place Clinic, we are committed to protecting the privacy and security of all personal health information. This includes ensuring safe communication both within and outside the practice.
Electronic Communication
- Email is not a secure method of sending personal health information, as messages may be intercepted or accessed by someone other than the intended recipient.
- If you request or consent to receiving information via email, you acknowledge that you understand and accept these risks.
- Please note: appointments cannot be made or managed via email. All bookings and clinical requests must be made by telephone or, in some cases, via the AutoMed (AMS Connect) app.
Electronic Recalls & Reminders
To support preventative health care, our doctors may use electronic systems to send:
- Recalls – to discuss results that require follow-up.
- Reminders – for preventative health checks or routine care.
You may receive 1–3 SMS messages as part of this process. To protect your confidentiality, you will be asked to confirm your details (e.g. name and date of birth) before accessing any electronic health message.
If you do not wish to receive electronic recalls or reminders, please inform our reception staff.
Electronic Appointment Reminders
For your convenience, we send SMS reminders for all scheduled appointments, including clinic location details. If you prefer not to receive these reminders, please notify reception.
Communication Support Services
If you require assistance with communication during your appointment, please let our reception team know so arrangements can be made in advance.
- TIS National (interpreting service): 131 450 or www.tisnational.gov.au
- AUSLAN interpreting (for patients who are Deaf and use Australian Sign Language): 1800 246 945 or www.nabs.org.au
- National Relay Service (NRS): internet-relay.nrscall.gov.au
Privacy Concerns & Complaints
We take privacy concerns seriously. If you have a complaint about how your information is handled, don't hesitate to get in touch with our Practice Manager in writing or by phone:
Attn: Practice Manager
Andrew Place Clinic
Andrew Place, Bundoora VIC 3083
Phone: (03) 9467 1444 (Bundoora) or (03) 9466 7211 (Mill Park)
We will work with you to resolve the matter promptly and in line with our practice’s complaint resolution procedure.
Policy Review
This Communication Policy is reviewed regularly to ensure it reflects current best practice and legal requirements. Updates will be published on our website.
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