POLICY
Email, SMS and Electronic Communication Policy and Procedure
Purpose
Drummond Dermatology recognises that email and other forms of electronic communication can improve efficiency and patient access to healthcare services.
This policy outlines:
- Appropriate use of email and electronic communications
- Privacy and security considerations
- Patient responsibilities
- Staff procedures for managing electronic communications
- Limitations of email as a clinical communication tool
This policy should be read in conjunction with the Privacy Policy, Clinical Photography Policy and Data Breach Response Plan.
General Principles
Email may be an appropriate method of communication depending on:
- Urgency
- Clinical complexity
- Privacy considerations
- Potential risks
The practice seeks to balance accessibility and convenience with patient privacy and clinical safety.
Electronic communication is supplementary to, and not a replacement for, face-to-face or telehealth consultations.
Electronic Communication Methods
The practice may communicate using:
- SMS
- Telephone
- Secure healthcare messaging platforms
- Telehealth systems
- Electronic document exchange
Email Security
Patients should be aware that standard email is not a secure form of communication.
Risks include:
- Interception during transmission
- Misdirected emails
- Unauthorised access to email accounts
- Device security breaches
- Delayed delivery
- Technical failures
The practice uses Microsoft 365 (Outlook) protected by multi-factor authentication (MFA) and other cybersecurity measures. However, complete security of email communications cannot be guaranteed.
By communicating with the practice by email, patients acknowledge and accept these risks.
Patient Consent
Patients are informed verbally and in writing that:
- Practice email communications are not encrypted.
- Electronic communication carries privacy risks.
- Sensitive information transmitted by email is sent at the patient’s own risk.
The Patient Information Form includes consent to communicate by email and acknowledgement of the risks associated with electronic communication.
Where a patient voluntarily sends sensitive personal or health information by email, consent to receive and manage that information electronically is implied.
Appropriate Use of Email
Email may be used for:
- Appointment requests and changes
- Administrative enquiries
- Referral submission
- Distribution of patient forms
- Follow-up of minor matters arising from a recent consultation
- Transmission of clinical photographs whenrequested
- Prescription or request form enquiries
Email is generally not suitable for:
- Urgent medical matters
- Emergencies
- Complex clinical discussions
- New medical problems requiring assessment
- Delivery of serious or distressing news
- Ongoing clinical management requiring detailed discussion
Response Times
Emails are monitored during normal business hours only.
Emails are generally not monitored:
- Overnight
- Weekends
- Public holidays
Due to the volume of correspondence received, responses may take several business days.
Emails are managed in order of receipt unless clinical urgency is identified.
Patients should not assume that an email has been received, reviewed or acted upon immediately.
Urgent Medical Issues
Patients must not use email or SMS for urgent medical concerns.
For urgent matters patients should:
- Telephone the practice
- Contact their general practitioner
- Attend the nearest Emergency Department
- Call emergency services (000) where appropriate
Clinical Advice by Email
Dr Catherine Drummond does not provide comprehensive clinical assessment, diagnosis or management by email.
Email correspondence does not permit:
- Physical examination
- Dermatoscopic examination
- Appropriate clinical assessment
- Comprehensive discussion of treatment options
Clinical advice provided by email is limited and provided at Dr Drummond’s discretion.
For most clinical concerns, a consultation will be required.
The practice does not engage in ongoing back-and-forth email consultations.
Where further clarification is required, patients may be asked to arrange an appointment.
Email Communication with Non-Patients
Clinical advice is not provided by email to individuals who have not previously attended a consultation with Dr Catherine Drummond.
Persons seeking advice should arrange an appointment and obtain an appropriate referral where required.
Clinical Photographs Sent by Email
Patients may occasionally be requested to provide clinical photographs.
Patients should be aware that:
- Images transmitted electronically carry privacy risks.
- Image quality may be insufficient for diagnosis.
- A face-to-face consultation may still be required.
Where patients voluntarily send clinical photographs, consent for their inclusion in the medical record is implied.
Images received may be used for clinical assessment where appropriate.
Sending Sensitive Information
Where possible, sensitive information should be transmitted using secure healthcare messaging systems.
The practice uses HealthLink for communication with healthcare practitioners where available.
Where secure messaging is unavailable:
- Documents should be password protected.
- Passwords should be communicated separately.
- Identifiable information should be minimised.
Practice correspondence sent to healthcare practitioners by email should generally be transmitted as password-protected PDF documents.
Patient Forms
Patient information forms distributed electronically should be password protected where practical.
Instructions for accessing password-protected documents may be provided separately.
Storage of Email Communications
Relevant email communications form part of the patient’s medical record.
Emails containing information relevant to clinical care, treatment, complaints or significant administrative matters must be incorporated into the patient record.
Emails should not remain indefinitely within staff inboxes once appropriate action has been completed.
Staff Procedures for Incoming Emails
Incoming emails should be reviewed promptly and categorised.
Clinical emails should be forwarded to Dr Catherine Drummond where they involve:
- Medication adverse effects
- Post-procedure concerns
- Possible complications
- Significant deterioration in a condition
- New clinical problems
- Requests for prescriptions
- Requests for investigation forms
- Complaints or expressions of dissatisfaction
Administrative matters including appointment changes, referral updates and routine enquiries may be managed by reception staff.
Email Address Verification
Prior to sending information electronically, staff should take reasonable steps to verify the recipient’s email address.
These may include:
- Confirming the address during attendance
- Confirming by telephone
- Replying to an email received from the patient
- Checking the address against existing records
“Reply All” should never be used where patient confidentiality could be compromised.
Time-Sensitive Communications
Where information is time sensitive, staff should request confirmation of receipt.
Alternative communication methods should be used where delivery is critical.
Email Retention and Deletion
After appropriate action has been taken:
- Emails should be filed into the patient’s medical record where relevant.
- Emails stored in inboxes should be deleted when no longer required.
- Deleted items should be cleared periodically in accordance with practice procedures.
Automatic Email Responses
Practice email accounts may utilise automatic responses advising:
- Emails are not monitored continuously.
- Response times may be delayed.
- Email should not be used for emergencies.
Data Breaches
Any actual or suspected privacy breach involving email communications must be managed in accordance with the Practice Privacy Policy and Data Breach Response Plan.
Staff must immediately notify Dr Catherine Drummond of any suspected breach.
Email Disclaimer
The following disclaimer should be included in practice email signatures:
“This email may contain confidential, privileged and health information intended solely for the named recipient. If you have received this email in error, please notify the sender immediately and delete the email. Unauthorised use, disclosure or copying of this email is prohibited. Electronic communications are not guaranteed to be secure and Drummond Dermatology accepts no liability for unauthorised access occurring during transmission. Recipients should undertake appropriate virus and cybersecurity checks before opening attachments.”
Related Policies
Policy Information
Policy: Email, SMS and Electronic Communication Policy and Procedure
Version: 2.0
Effective Date: 1 June 2026
Review Date: 1 June 2028
Approved By: Dr Catherine Drummond
Drummond Dermatology
Suite 16, Francis Chambers
40-42 Corinna St, Phillip ACT 2606
The best way to contact us is via email
E: contact@drumderm.com.au
P: +61 2 5114 2682
F: +61 2 5114 2684
Office Hours
Monday: Closed
Tuesdays and Thursdays: 9.00am – 4.00pm
Wednesdays: 9.00am – 3.00pm
Friday: 9.00am – 2.00pm
How to get here
Drummond Dermatology pays respect to all First Nations Australians on whose traditional lands we meet and work, and whose cultures are among the oldest continuing cultures in human history.