1. Identifying Patients via Phone or Electronic Communication

Reception and clinical staff must confirm a minimum of three identifiers (full name, date of birth, and address or Medicare number) before discussing any clinical or administrative matters over the phone or electronically (email, HealthEngine, etc.).
 

2. Communication Content Allowed via Reception

Reception staff MAY:
- Confirm appointment times or availability
- Relay non-clinical messages to GPs or nurses (e.g. requests for call-backs, follow-up status)
- Issue medical certificates via HealthEngine (same-day only, pre-approved conditions)
- Provide general administrative advice (opening hours, billing, test collection times)

Reception staff MUST NOT:
- Provide clinical advice or interpretation of test results
- Make decisions about prescription requests or medication changes
- Comment on medical conditions, referrals, or mental health matters
- Issue medical certificates or referrals unless already authorised and documented by the GP

Scripts for Schedule 8 or regulated medications must be requested face-to-face.

3. Escalation to Clinical Team

The following message types must be transferred to the clinical team (GP or nurse):
- Any patient reporting new, worsening, or serious symptoms
- Request for clinical advice or clarification of treatment
- Script requests not eligible for online processing
- Questions related to referrals, imaging, pathology results, or vaccinations
- Mental health concerns or distress

4. Documentation in the Patient Record

All incoming and outgoing communication attempts must be documented in the clinical record, including:
- Who made the contact (patient or staff)
- The mode of communication (phone, email, HealthEngine, SMS)
- Summary of the message and response (including whether follow-up is needed)

5. Timeliness of Communication

- Reception staff will inform patients when to expect a response.
- Non-urgent requests should receive a response within 2 business days.
- Urgent issues will be escalated immediately to the GP on duty.
- Online script and certificate requests will be processed within 24 hours (Monday to Friday).

6. Email and SMS Communication

- All outgoing emails containing health information must be password-protected or use a secure messaging platform.
- An auto-responder on the admin email provides clinic hours, response timeframe, and alternative contact options.
- SMS via Best Practice is used only for non-sensitive communication (e.g. script ready, appointment reminders).

7. Online Platforms and HealthEngine Use

HealthEngine is used for:
- Booking video consults (Telehealth)
- Online same-day medical certificates (non-S8, non-complex)
- Repeat script requests for previously prescribed medications (no S8, psychotropics, etc.)
- Re-issuing existing referrals (not for new referrals)

Patients must complete triage forms to confirm suitability and must agree to follow-up if not improving.

8. Telehealth Backup Plan

If a Telehealth appointment fails to connect:
- Reception will attempt to contact the patient by phone
- If unresolved within 5 minutes, the appointment will be rescheduled or changed to a phone call

9. Communication During Emergencies or Crises

KFP maintains a communication policy for emergencies such as power outage, staff illness, or public health alerts:
- Emergency updates are posted on the website and sent by SMS where relevant
- Pre-scripted voicemail messages are enabled
- A designated clinical lead (Dr David Norus) handles triage and urgent care messaging

10. Interpreter Access

- Interpreters (including Brazilian Portuguese) are offered via TIS National when language barriers are identified.
- Reception will record interpreter use in the patient’s file and book 24 hours in advance where possible.

11. Staff Education and Monitoring

- All staff receive communication protocol training on induction and at least annually.
- Training is recorded in the Communication Training Log.
- Breaches or errors are logged and used as part of ongoing QI activities.