Draft: Electronic Communication

Minor edits and updates to strengthen policy.

Policy

See MCNZ: Statement on use of the internet and electronic communication

North Avon Medical Centre complies with Health Information Privacy Code 2020 and professional guidelines when using electronic communication to correspond with patients.

We offer patients the option of receiving electronic communications for certain correspondence, such as appointment reminders, payment information, and non-significant test results.

To protect sensitive health information and the privacy of our patients, we:

• receive and document the patient's consent to be contacted electronically
• ensure contact details are up to date
• use a secure channel to communicate electronically
• only use electronic communication for logistical purposes.

See also Notifying Patients of Results and Internet, Email, and Electronic Devices.

Guidelines for communicating electronically

To ensure we uphold professional standards of confidentiality and privacy when using electronic communication, we:

• check that the patient consents to receiving electronic communications and that their contact details are correct
• ensure staff and patients understand what can and cannot be communicated electronically, i.e electronic communication is not an appropriate way to deal with clinical, urgent, or sensitive queries
• are aware of the risks of electronic communication, including difficulties in validating identity, realising others may have access to the patient's device, and lack of verification that the message has been received
• send communications using a secure channel, such as the portal, rather than using a personal device
• use appropriate professional language and avoid ''text-speak'', abbreviations, and medical jargon as it can be misinterpreted
• are mindful of patients with communication needs (such as patients from culturally or linguistically diverse backgrounds, or those with a communication impairment) and consider using services that are available
• keep a full record of communication including the date, time, information sent, and any response.

Always maintain professional boundaries with the patient. Inappropriate use of electronic communication may be considered serious misconduct and could result in disciplinary action.