Electronic Communication & Respectful Behaviour Policy

188 Medical offers several convenient ways for patients to contact the practice. To protect patient privacy and ensure safe, timely care, we limit the use of email and other electronic communication for clinical matters.

Appointments and General Enquiries

Appointments can be made:
– by phoning (07) 5661 9188 during business hours, or
– online via the HotDoc app or through our website (www.188medical.com).

Email is not our preferred method of communication and must not be used to book, change, or cancel appointments.
Cancellations or appointment requests sent by email will not be accepted.

Clinical Communication

Email is not suitable for urgent or clinical matters.
If you are experiencing symptoms or are feeling unwell, please telephone the practice so your situation can be triaged appropriately.
If you believe your condition may be serious or life-threatening, call 000 or attend your nearest emergency department.

Our doctors do not provide medical advice, results, or clinical interpretation via email.
Repeat prescriptions, medical certificates, and ongoing specialist referrals can be requested online through HotDoc or our website, subject to eligibility and GP approval.

Email Use and Security

Our practice email is used only for general, non-urgent enquiries. It is not monitored continuously, and responses may take up to 24–48 hours during business days.

While every effort is made to maintain security, emails are not always encrypted, and there is a risk that information may be intercepted, misdirected, or accessed by unauthorised parties.
If you request that we email you documents containing personal or health information (such as pathology or radiology reports, referrals, or letters), you are accepting responsibility for this transmission method and any associated privacy risks.

By contacting us via email, you are deemed to have accepted these risks.

SMS Communication

188 Medical uses SMS messages to confirm and remind patients of upcoming appointments and, where appropriate, to send recall reminders for follow-up care.
These messages do not contain sensitive or detailed clinical information.
If you prefer not to receive SMS reminders, please advise our reception team so we can update your record.

Health Promotions and Preventive Care

From time to time, 188 Medical may use HotDoc or similar secure platforms to send invitations or reminders for preventive health checks, such as heart health assessments, care plan reviews, immunisations, and screening programs.
These communications are sent in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and the RACGP Standards.
You can opt out of receiving health-promotion messages at any time by contacting reception.

Preferred Contact Methods

For all medical or time-sensitive issues, please contact us by phone.
For convenience, patients are encouraged to use the HotDoc platform or our website for routine bookings, repeat prescriptions, and referral requests.

Patient Identification

To protect patient privacy, staff are required to verify identity before releasing personal or clinical information:
– In person: photo identification (e.g. driver licence or passport) or two identifiers (e.g. full name and date of birth).
– By phone: at least three identifiers (e.g. full name, date of birth, address or contact number).
– For authorised representatives or carers: written consent or proof of legal authority (e.g. parent/guardian, power of attorney).

If identity cannot be confirmed, the practice may decline to release information until verification is complete.

Respectful Behaviour

188 Medical is committed to providing a professional, caring and safe environment for patients, staff, and visitors.
We expect all interactions to remain courteous and respectful at all times.

The following behaviours will not be tolerated:
– verbal abuse, shouting, or intimidation
– threatening, discriminatory, or aggressive behaviour
– physical abuse, damage to property, or harassment

If such behaviour occurs, staff may:
– ask the individual to modify their behaviour or end the interaction,
– terminate the phone call or consultation,
– restrict or withdraw non-urgent services, or
– ban attendance at the practice in serious or repeated cases.

Police or emergency services may be contacted where staff or patient safety is at risk.
These steps comply with RACGP Standards (5th edition) and the AHPRA Code of Conduct.

Staff Responsibilities and Confidentiality

All 188 Medical team members are trained in privacy, confidentiality, and safe communication practices.
Any electronic communication containing health information is stored securely in the patient’s medical record and managed in accordance with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

Compliance

This policy aligns with:
– RACGP Standards for General Practices (5th edition) – Patient communication, privacy, and safety
– AHPRA Code of Conduct – Respectful behaviour, professionalism, and safe practice
– Privacy Act 19