Patient Communication Policy for Ivanhoe Family Doctors and Doctors of Ivanhoe
This policy is subject to review and updates based on evolving clinic needs.
Requests by email or telephone do not equal services. GP services require an appointment. Fees apply. Any exception is determined entirely by the treating practitioner. The treating practitioner will determine whether the standard fee, a reduced fee, or a no-gap fee is applicable.
Telephone Communications
Patients may contact the practice during normal opening hours for:
- Appointment bookings and cancellations
- General enquiries
- Information about practice services and fees
- Administrative enquiries
- Assistance arranging appointments for prescriptions, referrals, test result reviews, medical certificates, and other GP services
Our reception team will assist with your enquiry and, where appropriate, forward messages to the relevant doctor or nurse.
Please note that reception staff are not qualified to provide medical advice and cannot make clinical decisions on behalf of your doctor.
Requests for prescriptions, referrals, medical certificates, medical letters, forms, test result reviews, and any other service requiring a doctor’s clinical assessment require an appointment with a GP. Appointments may be conducted in person or via telehealth where clinically appropriate. A fee applies for GP services. The treating practitioner will determine whether the standard fee, a reduced fee, or no gap fee will be charged.
Submitting a request by telephone does not mean the service will be provided without a consultation or fee. Many requests require a doctor to review your medical record, assess your current circumstances, and determine whether the request is clinically appropriate.
The doctors consulting from Doctors of Ivanhoe and Ivanhoe Family Doctors are independent private practitioners. Any fees associated with reviewing and processing requests are determined by the individual GP providing the service.
Returning Phone Calls
Doctors and nurses are often consulting with patients and may not be available to take your call immediately.
Where appropriate:
- A message may be taken and forwarded to your doctor or nurse.
- Calls will be returned as soon as practical, based on clinical priorities and availability.
- Urgent matters will be prioritised where possible.
- The practice cannot guarantee that calls will be returned on the same day.
If your matter is urgent or your symptoms worsen, seek immediate medical attention by attending an Urgent Care Clinic, visiting an Emergency Department, or calling Triple Zero (000).
Routine requests for prescriptions, referrals, medical certificates, letters, forms, test result reviews, and other GP services require an appointment with your doctor. Appointments may be conducted in person or by telehealth, at the discretion of the treating practitioner.
A fee applies for GP services. The treating practitioner will determine whether a standard fee, reduced fee, or no gap fee will be charged
Email Communications
Email is available for non-clinical and administrative communication with the practice. It is not a substitute for an appointment, medical consultation, or ongoing patient care.
Appropriate uses of email include:
- Feedback, compliments, and complaints
- Requests for information about practice policies and procedures
- Administrative enquiries
- Medical record requests
- Correspondence from healthcare providers where appropriate patient consent has been provided
The practice does not provide medical advice or clinical services via email. This includes requests for prescriptions, referrals, medical certificates, forms, letters, test result reviews or interpretation, specialist or insurance documentation, licence medicals, parking permit applications, or any other matter requiring a GP’s clinical assessment.
These services require an appointment with a GP, either in person or via telehealth where clinically appropriate. Fees apply for GP consultations. The treating practitioner will determine whether the standard fee, a reduced fee, or a no-gap fee is applicable.
Email correspondence is not monitored continuously and must not be used for urgent or emergency medical matters.
Returning Emails
The practice inbox is not monitored continuously and must not be used for urgent or emergency matters. If your request is urgent, you must telephone the clinic and speak with a receptionist.
We aim to acknowledge and respond to email enquiries relating to:
- Feedback, compliments, and complaints
- Practice policies and procedures
- Administrative enquiries
- Medical record requests
- Correspondence from healthcare providers where appropriate patient consent has been provided
within three (3) business days, excluding weekends and public holidays. Where a matter requires further investigation or processing, we will endeavour to ensure all correspondence is attended to within 30 days.
Emails requesting medical advice, treatment, prescriptions, referrals, medical certificates, test result reviews, letters, forms, or any other service requiring a GP consultation or clinical assessment will not be actioned via email. These requests require an appointment with a GP and may be conducted in person or via telehealth where clinically appropriate.
As email is not continuously monitored, patients should not rely on email communication for time-sensitive matters, urgent medical concerns, or emergencies. In these situations, please contact the clinic by telephone or call emergency services on 000 if immediate medical assistance is required.
Feedback
If you would like to discuss our communications policy in more detail, please call or email the practice manager on:
PH: 03 9497 1644
E: practicemanager@dr131.com.au
