Patient Email Communication Policy

To ensure the safety, confidentiality, and timely handling of all patient communications, this policy outlines our approach to receiving and responding to emails from patients.

1. Use of Email by Patients

We kindly ask that patients do not use email to request:
– Clinical advice
– Appointments or cancellations
– Repeat prescriptions
– Urgent queries or emergencies

2. Response Times

Emails sent to the practice are only checked periodically and can be flagged by our email servers as spam and automatically moved from the email inbox without our knowledge. As such, there may be significant delays in responding, especially if staff are on leave. For this reason, emails should not be used for time-sensitive matters.

3. Clinical Safety

To protect patient safety:
– We do not offer clinical consultations or triage via email.
– Emails sent with clinical content may not be read in time to ensure appropriate care.
– Patients will be redirected to appropriate contact methods (see below).

4. Confidentiality and Data Protection

Emails are not a secure method of communication.
– We cannot guarantee confidentiality of personal or medical information sent via email.
– Patients are advised to use NHS-approved platforms such as the NHS App, eConsult, or telephone for secure communication.

5. Appropriate Contact Methods

For all patient queries, please use one of the following:
– Telephone: 01772 970079
– NHS App for administrative requests and prescription orders
– eConsult (via our website) for medical queries or to request an appointment (Link)

6. Exceptions

In rare instances, the practice may initiate email communication with a patient for administrative follow-up or documentation, but this will only be done with prior consent and in accordance with data protection policies.

Last reviewed: August 2024
Next review due: August 2026