Communication at Ararat Medical Centre
Patient‑Focused Summary
At Ararat Medical Centre, communication is centred on you, the patient, to support safe and respectful care.
What You Can Expect
Clear and Respectful Communication
- You will be spoken to respectfully and professionally at all times.
- Information about your health will be explained clearly and in a way you can understand.
- Your cultural needs and personal preferences will be respected.
Privacy and Confidentiality
- Your personal and health information will be kept private.
- Only authorised staff involved in your care will access your information.
- Your information will not be shared without your consent unless required by law.
Informed Consent
- You will be given clear information about your diagnosis, treatment options, and possible risks and benefits.
- Your consent will be obtained before procedures or sharing your information with others.
Access to the Practice
You can access the practice through multiple safe and appropriate channels, including:
- Telephone communication
- Online appointment booking
- Face‑to‑face consultations
- Telehealth appointments (where Medicare criteria are met)
Urgent matters are prioritised through established triage processes to ensure patient safety.
Timely Communication
- You will be informed about appointments, test results, and follow‑up care in a timely manner.
- Urgent or important health information will be communicated promptly.
Emergency Communication
- Patients are advised that email, SMS, and online booking systems are not monitored for emergencies.
- Clear instructions are provided to contact emergency services (000) when urgent care is required.
Communication Between Health Professionals
- Staff involved in your care will communicate clearly and securely with each other.
- This helps ensure safe, coordinated, and continuous care.
How We Communicate with You
- Face‑to‑face for sensitive discussions and important decisions
- Telephone for appointments, messages, and urgent matters
- Written and electronic records stored securely in our clinical system (Best Practice)
- Secure electronic systems used to protect your information
Your Role
- You can ask questions if something is unclear.
- You can choose how you prefer to receive information where possible.
- You can raise concerns if you feel communication has not met your needs.
Our commitment:
Putting you at the centre of communication helps keep you safe and supports high‑quality care.
This Communication Policy supports high‑quality patient care, promotes transparency, and upholds professional and ethical standards.
|
