Andrew Place Clinic - Communication Policy
The practice and doctors have an obligation to take reasonable steps to protect the privacy and security of information it holds, including when it is transmitted or disclosed outside of the organisation.
Electronic Communication
Sending personal health information via email is not a secure form of communication.
There are potential risks associated with electronic communication in that the information could be intercepted or read by someone other than the intended recipient.
When a patient provides consent for information to be sent via email, they acknowledge that they are aware and understand these potential risks.
Andrew Place Clinic and the doctors do not use emails as a form of booking appointments. All appointments and clinical enquiries and requests are required to be made by Telephone or some appointments can be booked via HotDoc.
Telephoning Your Doctor
We believe your medical concerns are best dealt with by making an appointment to see your doctor.
Generally, reception does not interrupt consultations. If you have a brief query that could be dealt with by phone, our receptionists will let the doctor know, and either the receptionist or doctor will return your call. You may be asked to book a review appointment. A Telehealth (Phone) and Video appointment may be suitable.
All queries are treated with the upmost confidentiality.
Our practice has a 5-business day turnaround for all requests such as request for ongoing referral or scripts. If the matter is more urgent than this, we encourage an appointment.
Electronic Recalls & Reminders
Andrew Place Clinic is committed to assisting doctors to provide preventative care; and we may issue you with an electronic reminder notice from time to time.
Our practice also uses an electronic form of communication to assist doctors to recall patients to discuss results that require further action. This will include 1-3 SMS messages.
To ensure confidentiality you will be asked to enter your details such as name and date of birth, before proceeding with your electronic health message.
Please advise staff if you do not wish to participate in this program.
Electronic Appointment Reminders
Our practice will send you a reminder SMS for all scheduled appointments, which will include the location of your appointment.
Please advise staff if you do not wish to participate in this program.
Communication Services
If you require a translator or interpreting service for your next appointment, please inform
reception staff to make arrangements.
TIS National – 131 450 (within Australia) or https://www.tisnational.gov.au/
AUSLAN (A free interpreting service is available for patients who are deaf and use Australian Sign Language) – 1800 246 945
Contact the National AUSLAN Interpreter Booking and Payment Service (NABS) at www.nabs.org.au or the National Relay Service (NRS) at internet-relay.nrscall.gov.au
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously.
You should express any privacy concerns you may have in writing or by contacting the Practice Manager directly on 03 94671444 or 03 94667211.
We will then attempt to resolve it within a reasonable time frame and in accordance with our resolution procedure.
The mailing address for our Practice Manager:
Attn Practice Manager
Andrew Place Clinic,
Andrew Place, Bundoora Vic 3083
PH: 9467 1444
This address applies to both our Bundoora and Mill Park rooms.
Communication Policy review statement
Our communication policy is reviewed regularly to ensure it is in accordance with any changes that may occur. Keep an eye on the website for updates!
Electronic Communication
Sending personal health information via email is not a secure form of communication.
There are potential risks associated with electronic communication in that the information could be intercepted or read by someone other than the intended recipient.
When a patient provides consent for information to be sent via email, they acknowledge that they are aware and understand these potential risks.
Andrew Place Clinic and the doctors do not use emails as a form of booking appointments. All appointments and clinical enquiries and requests are required to be made by Telephone or some appointments can be booked via HotDoc.
Telephoning Your Doctor
We believe your medical concerns are best dealt with by making an appointment to see your doctor.
Generally, reception does not interrupt consultations. If you have a brief query that could be dealt with by phone, our receptionists will let the doctor know, and either the receptionist or doctor will return your call. You may be asked to book a review appointment. A Telehealth (Phone) and Video appointment may be suitable.
All queries are treated with the upmost confidentiality.
Our practice has a 5-business day turnaround for all requests such as request for ongoing referral or scripts. If the matter is more urgent than this, we encourage an appointment.
Electronic Recalls & Reminders
Andrew Place Clinic is committed to assisting doctors to provide preventative care; and we may issue you with an electronic reminder notice from time to time.
Our practice also uses an electronic form of communication to assist doctors to recall patients to discuss results that require further action. This will include 1-3 SMS messages.
To ensure confidentiality you will be asked to enter your details such as name and date of birth, before proceeding with your electronic health message.
Please advise staff if you do not wish to participate in this program.
Electronic Appointment Reminders
Our practice will send you a reminder SMS for all scheduled appointments, which will include the location of your appointment.
Please advise staff if you do not wish to participate in this program.
Communication Services
If you require a translator or interpreting service for your next appointment, please inform
reception staff to make arrangements.
TIS National – 131 450 (within Australia) or https://www.tisnational.gov.au/
AUSLAN (A free interpreting service is available for patients who are deaf and use Australian Sign Language) – 1800 246 945
Contact the National AUSLAN Interpreter Booking and Payment Service (NABS) at www.nabs.org.au or the National Relay Service (NRS) at internet-relay.nrscall.gov.au
How can you lodge a privacy-related complaint, and how will the complaint be handled at our practice?
We take complaints and concerns regarding privacy seriously.
You should express any privacy concerns you may have in writing or by contacting the Practice Manager directly on 03 94671444 or 03 94667211.
We will then attempt to resolve it within a reasonable time frame and in accordance with our resolution procedure.
The mailing address for our Practice Manager:
Attn Practice Manager
Andrew Place Clinic,
Andrew Place, Bundoora Vic 3083
PH: 9467 1444
This address applies to both our Bundoora and Mill Park rooms.
Communication Policy review statement
Our communication policy is reviewed regularly to ensure it is in accordance with any changes that may occur. Keep an eye on the website for updates!
