Communication with Patients by Electronic Means Policy

Our practice is mindful that even if patients have provided electronic contact details, they may not be proficient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS).Communication with patients via electronic means is conducted with appropriate regard to privacy.

Procedure

Our practice’s primary reason for communicating electronically to patients is to issue appointment reminders and we verify the correct contact details of the patient at the time of the appointment being made.

Our practice encourages patients to call the practice and make face to face appointment, whilst we try to keep our email communications as secure as possible, there is always risks including information theft. Our practice also has an automatic email response system set up so that whenever an email is received into the practice, the sender receives an automated message reinforcing information regarding these risks.

All members of the practice team are made aware of our policy regarding electronic communication with patients during induction, and are reminded of this policy on an ongoing basis. They are made aware that electronic communications could be forwarded, intercepted, printed and stored by others. Each member of the practice team holds full accountability for emails sent in their name or held in their mailbox, and they are expected to utilise this communication tool in an acceptable manner. This includes, but is not limited to:

• Limiting the exchange of personal emails
• Refraining from responding to unsolicited or unwanted emails
• Deleting hoaxes or chain emails
• Email attachments from unknown senders are not to be opened
• Virus checking all email attachments
• Maintaining appropriate language within electronic communications
• Ensuring any personal opinions are clearly indicated as such, and
• Confidential information (e.g. patient information) must be encrypted.

Our practice reserves the right to check an individual’s email accounts as a precaution to fraud, viruses, workplace harassment or breaches of confidence by members of the practice team. Inappropriate use of the email facility will be fully investigated and may be grounds for dismissal.
The practice uses an email disclaimer notice on outgoing emails that are affiliated with the practice.

Reminder/SMS Messaging
Our practice is committed to preventative care and we may send you a reminder notice at certain times to indicate that attendance for preventative health services is required. If an urgent matter arises, we will endeavour to contact you. If you do not wish to be recalled please let reception know.