Communications policy

There are multiple ways the clinic communicates with patients and third parties. Communication may occur through the following channels.

Face to face

This can be via consultation with the on-duty doctor or nurse or interactions with other staff members. i.e., reception staff or case workers.


Patients can contact the practice via telephone between the hours of 8am – 4pm Monday to Friday and 8am – 3pm Saturday and Sunday. Our reception staff may use a triage system to assess the urgency of patients’ needs and concerns. Our reception staff will also perform a three-point identifier check to identify the patient on the phone.

Please note, it is often not possible to speak to the doctor or nurse at the time of calling. This is to minimize disruption if they are in consultation with another patient. A secure message will be sent to the doctor/nurse who will return the call later.

When correspondence is received from other healthcare providers, it is directly imported into the patient’s file and then sent through to the doctor for review. This includes results, emails, and specialist letters.

Sensitive results or diagnosis typically cannot be discussed over the phone and an appointment with the GP may be required.


Faxes received that are patient related are reviewed and actioned by the doctor and imported into the patient’s file. If the patient related fax is urgent it will be immediately handed to the doctor. All non-patient related faxes are given to the relevant staff member.


Email is not a secure form of communication and we do not use this to communicate personal information to patients without their consent. We make every effort to keep patient information secure, however it is important patients are aware of the risks associated with electronic communication. Patients must be aware that any direct communication with the clinic via email is also NOT secure and confidentiality cannot be guaranteed. Patients communicating through email do so at their own risk.

If you do choose to contact the surgery via email this will be considered as patient consent to reply via email. We endeavour to reply to all emails within 1 business day. Our emails are checked on a regular basis, however they are not constantly monitored. If you have an issue that requires urgent attention, please contact the practice via telephone.


SMS messages may be sent to remind patients of scheduled appointments. We may require patients to confirm their phone number over the phone or in person, and to keep us updated of any number changes. Please let us know if you would like to be added or removed from the SMS list for appointment reminders. Patients must be aware that if another person can access their mobile phone, then the confidentiality of these communications cannot be protected by the practice.


Incoming mail is collected and opened each day. Letters received that are patient related are imported in the patient’s medical record. These are then reviewed and actioned by the doctor. All remaining letters are provided to the addressee.


The website is updated regularly. Here you can locate our opening hours, information about the health services offered at the practice and our contact details.