Communication with patients via 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.

Whilst not encouraged, our practice allows patients an opportunity to obtain advice or information related to their care by electronic means, but only where the general practitioner determines that a face-to-face consultation is unnecessary and that communication by electronic means is suitable. Our practice will only provide information that is of a general, non-urgent nature and will not initiate electronic communication (other than SMS appointment reminders) with patients. Any electronic communication received from patients 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 record.

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:

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 should not be opened
• virus checking all email attachments
• maintaining appropriate language within e-communications
• ensuring any personal opinions are clearly indicated as such
• confidential information (e.g. patient information) must be encrypted.

The Practice reserves the right to check individual email as a precaution to fraud, viruses, workplace harassment or breaches of confidence by employees.  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.

 The medical information, opinion or advice contained in this email is intended for the addressed recipient only. It may contain patient or other privileged and or confidential information.

If you are not the intended recipient and this email has been received by yourself in error, any use, reliance upon, disclosure to persons unintended or copying of this document is a contravention of the Privacy Act.

If this email is not addressed to you please delete it and telephone or notify the sender of this document/s as soon as possible.

We thank you for your discretion.

 Mayfield Medical Centre: PHONE (02) 4964 4446

Mayfield Medical Centre used Short Message Service (SMS), for the followings using Best Practice (clinical software) Messaging Service:

• Appointment Reminders
• Clinical Communication (Results and Clinical Messages)
• Clinical Reminders

Consent must be provided by an individual who has capacity to do so. In the case of minors, the Office of the Australian Information Commissioner (OAIC), the Commonwealth privacy regulator, has expressed a view that minors should be assessed on a case by case basis to determine if they have capacity to provide consent.

However, if such an approach is not practicable or reasonable, individuals aged 15 or over may be pre-summed to have capacity to consent, unless there is something to suggest otherwise. Mayfield Medical Centre consider an appropriate approach to seek consent from each minor when the minor turns 16. Prior to that age, practice seek consent where a minor demonstrates that he or she has capacity to consent (such as where the minor independently seeks medical assistance or treatment). Practice seeks an appropriate patient consent with shared mobile numbers.

 Accessing the Internet

The Internet is a vast computer network, comprised of individual networks and computers all around the world that communicate with each other to allow information sharing between users.  It is important to adopt secure practices when accessing and using the Internet.

The Internet can be accessed by all members of staff; however, excessive use of the Internet is not acceptable.

Staff members are encouraged to use the Internet for research activities pertaining to their role, however, should be aware that usage statistics are recorded and submitted to Management as required. 

Staff members have full accountability for Internet sites accessed on their workstations, and are expected to utilise this tool in an acceptable manner. 

This includes (but is not limited to):

• limiting personal use of the Internet
• accessing ONLY reputable sites and subject matter
• verifying any information taken off the Internet for business purposes prior to use
• not downloading any unnecessary or suspect information
• being aware of any potential security risks – i.e. access / viruses
• not disclosing any confidential information via the Internet without prior permission from the practice manager – i.e. Credit Card number
• maintaining the Practices confidentiality and business ethics in any dealings across the Internet
• observing copyright restrictions relating to material accessed/downloaded.

The Practice reserves the right to check individuals Internet history as a precaution to fraud, viruses, workplace harassment or breaches of confidence by employees.  Inappropriate use of the Internet facility will be fully investigated and may be grounds for dismissal.

The Practice Website

In complying with the Privacy Amendment (Private Sector) Act 2000, our practice provide the following advice to users of our website about the collection, use and disclosure of personal information.

The website (https://mayfieldmedical.com.au) is continually monitored to ensure it is kept current and up to date.

Our practice website does not contain any advertising and if it will contain any advertising in the future, the practice will include a disclaimer that the practice does not endorse any advertised services or products. Advertising must comply with the MBA Code of Conduct on advertising available at: http://goodmedicalpractice.org.au/.