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Practice information brochure

Familiarise your patients

Practice information brochures are a useful tool for practice managers to use to familiarise new patients with the practice and can assist in avoiding misunderstandings, unrealistic expectations and complaints about ‘service’.

This information can also be made available for existing patients and is a useful communication tool when introducing new or updating practice information.

Practice managers can provide a hard copy of the brochure at your practice and also have an electronic copy available on your website. Some information contained in your brochure could be incorporated into a QR code; this allows patients to scan information directly to their smart phone or mobile device.

Improve your practice

When developing practice brochures you should include the following:

  • practice hours.
  • practice contact details and location.
  • 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.

Include 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.

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Practice website and search engine optimisation (SEO)

    This publication is proudly brought to you by Avant Mutual Group. The content was authored by Brett McPherson, reviewed by Colleen Sullivan and Avant Mutual Group.

    This publication is not comprehensive and does not constitute legal or medical advice. You should seek legal or other professional advice before relying on any content, and practice proper clinical decision making with regard to the individual circumstances. Persons implementing any recommendations contained in this publication must exercise their own independent skill or judgment or seek appropriate professional advice relevant to their own particular practice. Compliance with any recommendations will not in any way guarantee discharge of the duty of care owed to patients and others coming into contact with the health professional or practice. Avant is not responsible to you or anyone else for any loss suffered in connection with the use of this information. Information is only current at the date initially published. © Avant Mutual Group Limited 2014.

    IMPORTANT: Professional indemnity insurance products and Avant’s Practice Medical Indemnity Policy are issued by Avant Insurance Limited, ABN 82 003 707 471, AFSL 238 765. The information provided here is general advice only. You should consider the appropriateness of the advice having regard to your own objectives, financial situation and needs before deciding to purchase or continuing to hold a policy with us. For full details including the terms, conditions, and exclusions that apply, please read and consider the policy wording and PDS, which is available at www.avant.org.au or by contacting us on 1800 128 268. Practices need to consider other forms of insurance including directors’ and officers’ liability, public and products liability, property and business interruption insurance, and workers compensation and you should contact your insurance broker for more information. Cover is subject to the terms, conditions and exclusions of the policy. Any advice here does not take into account your objectives, financial situation or needs. You should consider whether the product is appropriate for you before deciding to purchase or continuing to hold a policy with us.