Communication Policy

Nerang Medical Centre & Skin Clinic

Introduction

This policy outlines how our clinic communicates with patients and how patients can communicate with us. We are committed to maintaining patient privacy, confidentiality, and respectful communication at all times.
All communication methods comply with the Australian Privacy Principles (APPs), the Privacy Act 1988, and other relevant state and federal legislation.

Our goal is to ensure you can:

• Contact us easily when you need care or information;
  
  
• Access your doctor safely and conveniently;
  
  
• Make or manage appointments smoothly; and
  
  
• Receive prompt responses for urgent medical enquiries.
  
  

Telephone Communication

The telephone is our primary communication tool. Our reception and nursing teams are trained to handle calls with courtesy, professionalism, and confidentiality.

• Identifying patients: To verify your identity, our team may ask for your full name, date of birth, and address.
  
  
• Urgent matters: Calls of an urgent nature are given priority and referred to clinical staff as soon as possible.
  
  
• Non-urgent matters: Doctors will not be interrupted during consultations. Messages will be recorded and passed on for follow-up within a reasonable timeframe.
  
  
• Results & medical advice: Test results are only provided once reviewed by a doctor. Non-medical staff do not provide medical advice.
  
  
• Privacy: Your personal details are never shared without consent, except as required by law.
  
  

After-hours calls are directed to our approved after-hours service for medical assistance. For emergencies, always call 000.

Telehealth Consultations

We offer telephone and video consultations for patients who are unable to attend in person.

• Your consent is obtained and recorded at the beginning of the call.
  
  
• Doctors assess whether telehealth is suitable for your medical concern.
  
  
• Standard consultation fees and Medicare rebates apply.
  
  
• If you miss your scheduled telehealth call, the doctor will record the attempt and you may need to rebook.
  
  

Electronic Communication

We use secure and reliable digital platforms to communicate with our patients, including email, SMS, and online systems. All communication complies with the Australian Privacy Principles to ensure your information remains confidential.

Email

Emails are monitored during business hours. We discourage using email for medical or urgent matters due to security risks and possible delays in response. For medical advice or time-sensitive issues, please call the clinic directly.

SMS & Patient Reminders

Our practice uses HotDoc and Best Practice software to send automated SMS reminders and recalls.
These systems help ensure continuity of care by reminding you of:

• Upcoming appointments;
  
  
• Routine health checks and follow-ups;
  
  
• Vaccinations or screening recalls; and
  
  
• Test result reviews or repeat prescriptions.
  
  

HotDoc messages are securely integrated with our practice management software, ensuring your information is protected. Appointment confirmations and recall messages are sent automatically from our system, and only contain essential details — never sensitive medical information.

If you prefer not to receive SMS notifications, please let our reception team know and we will update your communication preferences.

Outgoing Email

If you initiate contact via email or have provided your email address, it is considered implied consent for us to reply electronically. Sensitive documents such as referrals, medical certificates, or results are usually sent securely through our practice software (Best Practice). We will confirm your email address before sending any health information.

Website & Social Media

Our website and social media pages are used to share up-to-date information about our services, operating hours, and general health updates. We do not provide medical advice through social media platforms — please contact the clinic directly for medical enquiries.

Feedback & Complaints

We value your feedback. You can share comments, compliments, or complaints:

• In person: Speak to our reception staff or Practice Manager.
  
  
• By email: reception@nerangmedicalcentre.com.au
  
  
• In writing: Submit to reception.
  
  

Our complaints procedure is available on request, and we aim to resolve issues promptly and fairly.

Policy Review

This policy is reviewed regularly to ensure compliance with legislation and evolving best practices.

Last reviewed: November 2025