You should provide new patients with written
information that familiarises them with your practice. This can
assist in avoiding misunderstandings, unrealistic expectations and
complaints about 'service'.
Improving your practice
When developing practice brochures you should include the
following:
- practice hours
- appointment scheduling and information
- key practice staff details
- the days and hours each doctor is available
- after-hours or emergency care availability
- home visits, nursing home visits and hospital admitting
rights
- requirement for patients to advise staff when a long
consultation is necessary
- requirement for patients to advise staff when their appointment
needs to be cancelled
- whether the doctor will take telephone calls during
consultation hours and/or when they will be returned
- the process if the doctor is delayed or called to an
emergency
- whether medical information and/or test results are available
by phone
- policy regarding repeat prescriptions
- practice billing arrangements
- a communication policy including the use of electronic means
(e.g. SMS reminders, online appointments, website, email etc.)
- information about nursing/treatment room services
- other allied health services available
- patient health information access policy
- feedback and/or complaints process
- privacy and confidentiality policies in the practice
- any other relevant information you would like patients to be
aware of, to assist them and you to maintain an efficient and
effective professional working relationship.