Policies

Additional Policies

Telephone and Electronic Communications

Handling Incoming Calls

Policy

An incoming telephone call is the principal method for initial and subsequent communication with a patient and most other persons to this practice. As such the telephone is recognised as a vital medium for creating a positive first impression, displaying a caring, confident attitude and acting as a reassuring resource for our patients and all others.

Email

Policy

It is our policy not to give out our email address to patients and/ or explain that our email is not encrypted.

Procedure

To inform patients that we don’t email.

Grievance Procedures

Policy

Despite the best intentions complaints may arise. These need to be dealt with in a courteous and understanding manner. Perceptions of what is reasonable and fair can change when patients are unwell or anxious.

Health Rights Commission (HRC) details are displayed on the patient information sheet. In the event of a complaint not being dealt with appropriately by this practice, patients are entitled to forward their complaint to the HRC. To avoid this, we attempt to address any grievances promptly and effectively.

A patient’s complaint and the practice’s response will be documented and filed in the patient’s record.

It is the responsibility of the practice manager to ensure that complaints are dealt with quickly and in a fair manner.

Written Feedback

Procedure

This practice periodically has an information sheet that encourages patients to give positive and negative feedback.

The feedback obtained is passed on to the practice manager for action.

Face to Face Complaints

Procedure

The following procedure is to be adopted by staff when dealing with face-to-face complaints:

  • Listen to the complaint. Be understanding. Acknowledge the grievance/comments and pass them on to the practice manager.
  • In the case of a complaint against a doctor do not become involved in the detail, but rather encourage the patient to agree to a meeting with the practice manager to discuss the grievance.
  • Staff must not admit responsibility for complaints of a serious nature and must consult with the practice manager.
  • Generally, it is advisable to request all grievances be written and the practice manager made aware as soon as possible of an incident.