Communications Policy

Communications Policy

Purpose
The purpose of this Communications Policy is to outline the guidelines and practices for communication within Arkaba Medical Centre to ensure effective, professional, and consistent interaction with patients, staff, and external parties, in alignment with the RACGP 5th Edition accreditation standards.

This policy applies to all staff, healthcare providers, and external partners associated with Arkaba Medical Centre, including receptionists, administrative staff, medical professionals, and allied health workers. It governs communication via all mediums, including face-to-face, telephone, email, digital platforms, and written correspondence.

Objectives
· To maintain clear, professional, and compassionate communication with patients, ensuring their needs and expectations are met.
· To ensure confidentiality and privacy in all communications, in line with Australian privacy laws and RACGP standards.
· To facilitate accurate and timely information exchange among staff and with external parties.
· To promote accessibility and transparency in communications to improve patient outcomes and satisfaction.

Principles of Communication

The following principles will guide all communications within the practice:

· Respect and Professionalism: All communication will be respectful, considerate, and professional, always maintaining the dignity of patients and colleagues.
· Confidentiality: Personal health information and patient details must be communicated confidentially and securely, following legal and ethical guidelines regarding patient privacy.
· Timeliness: Communication must be efficient and timely, ensuring that important information is relayed promptly to the relevant parties.
· Clarity and Accuracy: Information should be communicated in a clear, accurate, and understandable manner, avoiding ambiguity, and ensuring that patients and colleagues fully understand the details being provided.
· Cultural Sensitivity: Communication will be inclusive, culturally appropriate, and mindful of the diverse backgrounds of patients and staff.
· Patient-Centred Care: All communication should prioritize the patient’s needs, preferences, and involvement in their care.


Communication Channels

The following communication channels are used within the practice:
· Face-to-Face: All patient interactions will be conducted in a professional and respectful manner, ensuring patients’ needs and concerns are addressed in real-time.
· Telephone: The practice will ensure that all phone calls are answered promptly, with staff trained to handle queries effectively and compassionately.
· Email: Emails will be used for communication that is not time-sensitive and involves general information. All email communication must adhere to privacy guidelines, and patients will be encouraged to use encrypted email when communicating sensitive health information.
· Online Patient Portal: Arkaba Medical Centre uses Automed, a secure, patient-focused online portal for non-urgent communications, such as appointment scheduling, test results, and follow-up care.
· Written Correspondence: Letters and written forms of communication will be clear, concise, and professionally presented, with follow-up, as necessary.
· Social Media: Social media platforms will be used cautiously and professionally, avoiding personal health-related communications or sensitive information shared via these platforms.


Patient Communication and Engagement

· Appointment Scheduling: Patients will be informed of their appointment times and any changes via phone, SMS, or email, depending on their preferences.
· Follow-Up: Communication following consultations, including medical results, referrals, and care instructions, will be done in a timely and accurate manner, with patients being informed of next steps.
· Patient Education: Information about medical conditions, treatments, and care plans will be provided in a clear, understandable format, and patients will be encouraged to ask questions to ensure comprehension.
· Feedback: Patients will be encouraged to provide feedback on their communication experiences, which will be used to improve services and address any issues.


Staff Communication and Training

· Internal Communication: Clear, efficient communication will be maintained among staff through meetings, internal memos, and digital platforms. The aim is to ensure that all team members are well-informed and aligned on patient care and operational practices.
· Training: All staff will receive training on effective communication skills, including cultural competence, conflict resolution, and patient confidentiality, in accordance with RACGP standards and continuing professional development requirements.
· Staff Wellbeing: Open lines of communication will be encouraged for staff to discuss concerns or issues in a supportive and non-judgmental environment, with appropriate mechanisms in place for conflict resolution.


Confidentiality and Privacy

· All communications involving personal patient information, including health records and appointments, will comply with relevant privacy laws, including the Privacy Act 1988 (Cth) and the RACGP standards.
· Patient information will only be shared with authorized individuals and only when necessary, to provide care or meet legal requirements.
· Any communication breaches, including accidental disclosures, must be reported immediately to the business manager, and addressed in a timely manner.