Practice Policy on Communication

Policy and Procedure: Email Communication with Patients

Policy

Purpose
To outline the safe and appropriate use of email communication with patients, ensuring compliance with the Privacy Act 1988 and RACGP Standards for General Practice (5th Edition), particularly regarding the confidentiality and security of health information.

Scope
This policy applies to all Blackwood Clinic staff who send, receive, or manage patient information via email.

Policy Statement
Blackwood Clinic recognise email as a convenient form of communication for patients. However, due to its inherent risks, email will only be used under controlled circumstances and with patient consent.

Approved Uses of Email
Emails may be used for the following non-urgent purposes:

• Appointment details and reminders
• Invoices and receipts
• Non-urgent medical information with patient consent
• General health resources and information

Email is not to be used for urgent or emergency matters. Patients must be advised to call 000 in emergencies or contact the clinic directly for urgent clinical issues.

Patient Consent

• Patients must be informed of the risks associated with email communication.
• Written or verbal consent must be obtained prior to sending personal health information by email.
• Patients may withdraw consent at any time, and this must be documented in the clinical record.

Privacy and Security Risks
Potential risks include:

• Emails sent to the wrong address
• Interception or unauthorised access
• Loss of privacy if a patient’s email account is accessible by others

Responsibilities of Patients

• Provide and maintain a current, preferred email address.
• Use a secure, private email account.
• Notify the clinic immediately if their email address changes or is compromised.
• Not use email for urgent or emergency matters.

Responsibilities of Clinic Staff

• Use clinic-approved accounts only.
• Avoid unnecessary inclusion of sensitive health information in emails.
• Use encryption or secure messaging where possible, when emailing through best practice ensure the pin code is on at all times.
• Ensure consent is documented in the patient’s record.
• Include the clinic’s standard privacy disclaimer in all patient emails.

Email Disclaimer
This email and any attachments are confidential and intended solely for the use of the individual or entity to whom they are addressed.
If you are not the intended recipient, please notify the sender immediately and delete this email.

Phone calls and Emails
If you wish to speak to your Doctor on the phone it is usually necessary to leave a message.

Mostly, unless pre-arranged with your doctor it is necessary to come in for an appointment. Doctors in this practice DO NOT use email for any aspect of primary care as it is not considered a secure and encyrpted way to transfer personal and potentially sensitive information.

Blackwood Clinic take the security of your health information seriously. If you would like to discuss anything about the email policy please contact the Practice Manager.