Full policies are available by contacting admin@westernfamilypractice.com.au
This policy relates to telephone and email communication with patients.
Everyone has the right to feel safe, heard, and respected. It is our practice policy to listen without judgment, speak kindly, and never use words or actions that cause harm. No one should feel unsafe, threatened, or hurt. Abuse of any kind is not okay.
Telephone or video consultations with our practitioners are not recorded or stored, however, the clinical will make appropriate notes of the consultation in your medical record. Where AI is used to help create medical notes, the audio files themselves are not kept/stored.
Afterhours, details on how to contact us or where to receive urgent care is available on our phone message and website. We endeavour to answer email/web enquiries in a timely fashion. The communications are monitored and actioned on the next business day, note over a long weekend this may mean a 3-4 day delay.
If a specific team member is absent, another appropriate clinical team member will be allocated to respond in a timely manner.
Patients must be correctly identifying using 3 identifiers (i.e.: name, date of birth, phone number) and triaging the patient. Staff should check patient is in an appropriate (and safe) environment to receive a call/speak.
Certain information/advice is not appropriate/available over the phone, in this instance our staff may direct you to come into the practice or have an appointment with one of our clinicians (Doctors, midwives).
Our practice aims to provide an inclusive service, please advise us if you have any special needs (i.e.: hearing/speech/vision impairment, disability or language barrier). We have telephone interpreter services available on request via Translating and Interpreting Service (TIS National)
We encourage and support patients to bring a support person with them to appointments (including telephone/video) to enhance understanding and comfort.