Communications Policy
Our practice is mindful that even if patients have provided electronic contact details, they may not be profi cient in communicating via electronic means and patient consent needs to be obtained before engaging in electronic communication. Electronic communication includes email, facsimile and Short Message Service (SMS). Communication with patients via electronic means is conducted with appropriate regard to privacy.
Privacy and Confidentiality
This practice is committed to maintaining the confidentiality of your personal health information. Your medical record is a confidential document. It is the policy of this practice to maintain security of your personal health information at all times and to ensure this information is only available to authorised member of staff. On occasions, documents may be sent to you by email, please ensure your email address is confirmed beforehand. Please note documents will only be emailed with your consent.
Complaints and Feedback
At our practice, we are committed to providing high-quality care and service. Your feedback—whether positive or negative—is important to us and helps us improve the experience for all our patients.
If you have a concern, complaint, or suggestion to improve our practice, please speak to a member of our team or contact our practice manager Tina to discuss. We take all complaints seriously and aim to resolve any issues quickly, fairly, and confidentially. We welcome any feedback that may help us to provide better care.
You can provide feedback in person, by phone, in writing, or via email.
Although we expect to be able to resolve any complaints, you may contact The NSW healthcare complaints commission, PO Box K549, Haymarket, NSW, 1240, Ph 02 92197444, if you deem this necessary.
Thank you for helping us improve our service.
Zero Tolerance Policy
Purpose:
At Engadine Medical Practice, we are committed to providing high-quality medical care in a safe, respectful,
and professional environment for both patients and staff. To ensure this, we operate a Zero Tolerance
Policy toward any form of abusive, aggressive, violent, or inappropriate behaviour.
Policy Scope:
This policy applies to all individuals who enter our practice, including but not limited to:
· Patients
· Family members or caregivers
· Visitors
· Contractors and vendors
· Employees
Unacceptable Behavior Includes (but is not limited to):
· Verbal abuse, shouting, or swearing
· Discriminatory remarks (including those based on race, gender, religion, age, disability, or sexual
orientation)
· Threats, intimidation, or harassment (verbal, physical, or written)
· Physical violence or aggressive gestures
· Deliberate damage to property
· Inappropriate or unwanted physical contact
· Refusal to follow staff instructions or clinical guidelines
· Possession or influence of alcohol, drugs, or weapons on premises
Consequences of Violating This Policy:
Depending on the severity of the behaviour, the following actions may be taken:
- Verbal and/or Written Warning
- Immediate removal from the premises
- Termination of the patient-practice relationship
- Notification of law enforcement or legal action
Any threats or acts of violence will be reported to the police immediately.
Practice Rights and Responsibilities:
· Our staff has the right to work without fear of abuse or violence.
· Our patients and visitors have the right to be treated with dignity and respect.
· We have the right to refuse care or service to anyone who violates this policy.
Patient Dismissal Procedure:
In cases where the patient-practice relationship is terminated:
· The patient will receive a written notice explaining the reason for dismissal.
· We will provide emergency care for 30 days and transfer medical records upon request.
· Referrals to alternative providers may be given when appropriate.