Introduction
At Illawarra General Practice, we are committed to maintaining open, respectful, and confidential communication with all patients. This policy explains how we communicate with patients – and how patients can reach us – while ensuring compliance with the Australian Privacy Principles (APPs), the Privacy Act 1988 (Cth), and all other relevant state and federal legislation.
Our goal is to ensure that every patient can:
- Contact our clinic easily for care or information.
- Access their doctor safely and conveniently.
- Manage appointments efficiently.
- Receive timely responses to urgent medical enquiries.
We aim to provide clear, secure, and compassionate communication to support continuity of care and patient satisfaction.
Telephone Communication
Telephone communication remains our primary point of contact for patients. Our reception and nursing staff are trained to handle all calls with professionalism, empathy, and respect for confidentiality.
Identifying patients:
For privacy and security, our team will ask for your full name, date of birth, and address before discussing any medical matters.
Urgent matters:
Urgent calls are prioritised and promptly referred to the on-duty nurse or doctor for clinical attention.
Non-urgent matters:
Doctors are not interrupted during consultations. Messages will be recorded and forwarded for follow-up within a reasonable timeframe.
Results and medical advice:
Test results are only provided once reviewed by a doctor. Administrative staff are not authorised to give clinical advice.
Electronic Communication
We use secure digital systems to ensure all electronic communication remains confidential and compliant with privacy regulations.
Emails are monitored during business hours. Due to potential security risks, we do not recommend using email for medical or urgent matters. For time-sensitive concerns, please contact the clinic directly by phone.
SMS & Patient Reminders
Our practice uses secure systems (such as HotDoc and Best Practice) to send automated SMS reminders and recalls to ensure ongoing care. You may receive reminders for:
- Upcoming appointments
- Health checks and follow-ups
- Vaccinations and screenings
- Test result reviews or repeat prescriptions
All SMS messages are automatically generated and contain only essential, non-sensitive information. If you prefer not to receive SMS reminders, please notify our reception team so we can update your communication preferences.
Outgoing Email
If you contact us via email or have shared your email address, we assume your implied consent to receive replies electronically. Sensitive documents (such as referrals or medical certificates) are sent securely through our practice management system. We will confirm your email address before sharing any health-related documents.
Website & Social Media
Our website and social media platforms are used to share clinic updates, opening hours, health education posts, and service announcements.
We do not provide medical advice or respond to clinical enquiries via social media. For medical matters, please contact our reception team directly.
Feedback & Complaints
We welcome all feedback, whether it’s a compliment, suggestion, or complaint. Your feedback helps us improve the quality of our care and services.
You can provide feedback in the following ways:
- In person: Speak directly with our reception staff or Practice Manager.
- By email: admin@illawarragp.com.au
- By phone: 02 4216 5511
- In writing: Submit to our reception desk.
We aim to handle all concerns promptly, respectfully, and in accordance with our internal complaints procedure, which is available upon request.
Policy Review
This policy is reviewed regularly to ensure it remains aligned with legislative requirements and evolving best practices in patient communication.
Last reviewed: December 2025