Practice Policies

Telephone Policy

An incoming telephone call is a method for initial and subsequent communication by a patient to this Practice.

Existing patients are also able to book an appointment directly through our website or through Hotdoc.

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 all others.

Our aim is to facilitate optimal communication opportunities with our patients. General Practitioners and staff 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’s or friends medical condition and our staff act to provide a professional and empathetic service whilst attempting to obtain adequate information from the patient or caller.

Staff should not 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.

Staff members are mindful of confidentiality and respect the patient’s right to privacy. Patient names are not openly stated over the telephone within earshot of other patients or visitors.  This Practice prides itself on the high calibre of customer service we provide, especially in the area of patient security, confidentiality, right to privacy, dignity and respect.

It is important for patients telephoning our practice to have the urgency of their needs determined promptly. Staff should try to obtain adequate information from the patient to assess whether the call is an emergency before placing the call on hold. Staff members have been trained initially, and on an ongoing basis, to recognise urgent medical matters and the procedures for obtaining urgent medical attention.  Reception staff members have been informed of when to put telephone calls through to the medical staff for clarification.

Patients of our practice are able to access a doctor by telephone  to discuss their clinical care when this is appropriate. When telephone or email communication is received, it is important to determine the urgency and nature of the information. Staff members will advise the patient that their request will be responded to at the end of the session or at the end of the day, unless the matter is indeed urgent. In non-urgent situations, patient calls need not interrupt consultations but it is necessary to ensure the information is given to the doctor in a timely manner via internal messaging e.g. F8.

Patient messages taken for subsequent follow-up by a doctor or other staff member are documented and entered in their electronic Best Practice inbox, or in their absence to the designated person who is responsible for that absent team members workload.  Staff ensure that all calls and telephone conversations assessed to be significant require a response from the doctor.

The doctor needs to determine if advice can be given on the phone or if a face to face consultation is necessary, being mindful of clinical safety and patient confidentiality. Non-medical staff do not give treatment or advice over the telephone.  Results of tests are not given out, unless cleared with the doctor.

Staff do not give out details of patients who have consultations at our practices nor any other identifying or accounts information, except as deemed necessary by government legislation or for health insurance funds.

Personal calls should be kept brief, mindful of engaging telephone lines.

A comprehensive phone answering message is maintained and activated to advise patients of how to access medical care outside normal opening hours. This includes advising patients to call 000 if it is an emergency.

Important or clinically significant communications with or about patients are noted in the patients’ health record. We have provisions for Doctors to be contacted after hours for life threatening or urgent matters or results.

Incoming Call (Receptionists)

• Pick up receiver within 3 rings and state (with a smile), – Good Morning/ Afternoon, medical centre, …….. speaking
• If caller has not identified themselves – ask for 3 patient identifiers (name, DOB, home street address)
• If call is for an appointment then staff follow “Appointments” procedure
• If the call is assessed as an emergency or urgent query staff should refer to the triage system in place initially and take further action.
• If the caller is inquiring about pathology or imaging results do not disclose any results and refer to the practice nurse as they are in charge of recalls and reminders or else advise the patient to make an appointment to discuss with their GP.
• If taking a message or when assessing what the caller wants, do not hurry the caller, nor speak with an urgent, loud voice. If necessary repeat your questions or message clearly.
• Use Best Practice F8 messaging for doctors/nurse’s marked “normal” or “urgent”  as appropriate.
• Never attempt to diagnose or recommend treatment over the phone.
• When relaying a message from the doctor, stress his/her involvement in that patient’s care, even though he/she isn’t speaking directly to the patient.
• Encourage the caller to write down any instructions and advice given.
• Have the caller repeat any instructions given back to you to assess their understanding of what you have said.
• Ensure you obtain the callers consent prior to placing them on hold in case the call is an emergency.

Documentation of telephone calls

A Best Practice F8 message is used to record all significant and important telephone conversations or electronic communications including afterhours contacts and medical emergencies and urgent queries.

The message must record:

• The name and contact phone number of the patient/caller
• The date and time of the call – if messaging via a means other an F8
• The nature of the call – URGENT or non-urgent
• Important facts concerning the patient’s condition
• The advice or information received from the doctor
• Details of any follow up appointments

Placing calls on hold

• It is important to try to obtain adequate information from the patient to assess whether the call is an emergency before placing the call on hold and to receive a response before placing on hold.
• If another incoming call registers and no other staff members are available to take it, ask to put the caller on hold or seek to terminate the call and ring caller back after first taking their number.
• Do not leave the caller on hold for long periods. Return to reassure the caller that we haven’t forgotten them and thank them for waiting.

 

Alternative modes of Communication

Alternative modes of communication may be used, including;

• Electronic (email or SMS)
• National Relay Service (NRS) for hearing impaired
• Translation and Interpreter Service (TIS) for non-English speaking background

Ensure their use is conducted with appropriate regard for the privacy and confidentiality of health information and that patients are made aware of any risks these modes may pose to the privacy and confidentiality of their health information or any additional out of pocket costs e.g. the requirement for a longer appointment.

For further information about:

NRS: www.relayservice.com.au

TIS (Doctors Priority Line)   http://www.immi.gov.au/living-in-australia/help-with-english/help_with_translating/free-services.htm

After Hours

• At the end of the day/session, switch telephone to night service.
• Telephone messages on the machine are to be updated as needed.