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Communication Policy

How we communicate with patients and third parties

Tarneit Doctors uses a variety of communication channels to stay connected with patients, external healthcare providers, and support services. We aim to provide timely, safe, and respectful communication while protecting your privacy.

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How We Communicate With You

Telephone communication

Our reception team is available from 9:00am to 6:00pm, Monday to Friday. The clinic is closed on weekends.

  • Reception staff may use a triage system to assess urgency.
  • A three-point identifier check is performed to match the correct patient record.
  • Doctors are generally unavailable to take calls during consultations. Messages are securely passed on, and doctors will respond later in the day if needed.
  • Urgent matters will be prioritised and escalated appropriately.
  • Letters, results, and reports from other providers are uploaded to the patient’s file and reviewed by the doctor.

Email

Email is not a secure method of communication and is not encouraged for sharing medical information.

  • If you contact us by email, this is considered consent for us to reply via email.
  • Staff aim to respond within 24 hours.
  • Sensitive matters are better managed via phone or face-to-face consultation.

 

SMS (Text Messaging)

We use SMS for:

  • Appointment reminders
  • Health recall notices
  • Preventive care reminders

 

Please ensure your mobile number is current.
Let us know if you wish to opt out of SMS communication.

Postal communication

If SMS is not available or you have opted out, we may send important information via letter.

  • Incoming letters are scanned and added to your medical file.
  • These are reviewed by your GP as soon as possible.

Website and Online Bookings

Our website is updated regularly and includes:

  • Clinic contact details
  • Location and opening hours
  • Service and fee information
  • After-hours support details
  • Online booking access for appointments

 

Communicating with patients with special needs

We maintain an updated contact list for:

  • Auslan services: 1300 AUSLAN
  • TIS National Interpreter Service: 131 450

 

These services are available to assist patients with hearing, speech, or language support needs.

 

Privacy and confidentiality

Your medical records and communication are handled in line with Australian privacy legislation.

  • Only authorised staff have access to your health records.
  • Privacy brochures are available upon request.
  • You may request access to your health information or results at any time.

 

For details, visit our Privacy Policy page.

 

Patient feedback

We welcome your thoughts and suggestions.

  • A feedback box is located in the waiting room.
  • Suggestions are reviewed by our team every week to help improve patient care.

Complaints

We encourage you to speak with our staff directly if you have a concern.

If you are not satisfied with our response, you may contact the:

Health Services Commissioner

  •  (03) 8601 5222
  •  Free call: 1800 136 066