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
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.
Currently, our practice does NOT allow patients an opportunity to obtain advice or information related to their care by electronic means. All email communication is only via the practice manager. Our practice will not initiate electronic communication (other than SMS appointment reminders) with patients. Any electronic communication received from patients to the practice manager, is also used as a method to verify the contact details we have recorded on file are correct and up-to-date.
Communication with patients via electronic means is conducted with appropriate regard to privacy. Before obtaining and documenting the patient’s consent, patients are fully informed of, the risks associated with electronic communication in that the information could be intercepted or read by someone other than the intended recipient. 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.
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. Patients are informed of any costs to be incurred as a result of the electronic advice or information being provided, and all electronic contact with patients is recorded in their health records.
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:
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.
This policy will be reviewed regularly to ensure it reflects the current processes and
procedures of Gateway Medical Centre and current legislation requirements.
Next review date 01/02/2026.
An incoming telephone call is the principal 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 others.
Our aim is to facilitate optimal communication opportunities with our patients. Our general
practitioners and other team members are aware of alternative modes of communication used
by patients with a disability or a language barrier.
Some patients may be anxious, in pain or distracted by their own or a family member or friend’s
medical condition. Our practice team members provide a professional and empathetic service
whilst attempting to obtain adequate information from the patient or caller.
Our practice team members are trained not to 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.
Gateway Medical Centre 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.
Team members are mindful of confidentiality requirements to ensure patient names or clinical
discussions about patients are not openly stated over the telephone when within earshot of
other patients or visitors.
It is important for patients telephoning our practice to have the urgency of their needs
determined promptly. Our practice team try to obtain adequate information from the patient to
assess whether the call is an emergency before placing the caller ‘on hold’. Our team members
are trained during induction, and on an ongoing basis, to recognise urgent medical matters and
the procedures for obtaining urgent medical attention, and when to escalate a telephone call to
a member of the medical or clinical team.
Patients of our practice are able to access a member of our medical or clinical team by
telephone to discuss their clinical care. When telephone communication is received, the urgency
and nature of the call is gathered to determine if the call will be transferred immediately or if a
message will be taken for the call to be returned. In non-urgent situations, patient calls should
not interrupt consultations with other patients. Our practice team members are aware of each
practitioner’s policy on accepting and returning telephone calls.
Patient messages taken for follow-up by a general practitioner or other practice team member
are documented, for their attention and action or, in their absence, for the designated person
who is responsible for that absent team members’ workload.
Only a member of the medical or clinical team can provide treatment or advice over the
telephone. Patients are advised through information contained in practice information sheet,
website and from the practice team member receiving the call, if a fee will be incurred for the
telephone advice to be provided.
Where safe and reasonable, our practice makes visits to regular practice patients in their
homes, aged or residential care facilities, or in hospitals within normal working hours.
Ourpractice has decided upon a reasonable distance within which visits can be conducted.
All patients are made aware that home and other visits are a suitable care alternative that is
available both within normal opening hours and that the provision of a home or other visit is
determined by the patient meeting pre-determined eligibility criteria.
For regular patients whose circumstances are deemed not safe and/or reasonable, the practice
ensures that there is an alternate system of care that these patients can access.
There are documented arrangements in place to exchange clinical details about patients to
general practitioners who perform home and other visits on behalf of the patient’s regular
practitioner, and to ensure that all off-site care provided is documented in the patient’s health
record held in the practice.
Home and other visits are provided by appropriately qualified health professionals who have
received information and advice about safety and security when conducting off-site visits.
Any anticipated costs associated with home visits or alternative care systems are discussed
with the patient in advance.
