
Emailing patients: what to include in your policy
Use this checklist when putting together your practice’s policy and procedures for email communication with patients. It helps you consider consent, privacy, security, documentation, and staff responsibilities so you can meet your privacy obligations and communicate with patients safely and effectively.
Wednesday, 3 September 2025
To satisfy your obligations, your practice should have clear policy and procedures about the appropriate use of email to communicate with patients, and how email communications will be managed. Your policy should include: |
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Suggested wording
Disclaimer
This communication is confidential and intended only for the individual or entity to whom it is addressed. No part of the email should be copied, disclosed or redistributed without [business name’s] authorisation. If you have received this in error, please notify the sender of its incorrect delivery by reply email or phone [insert reply email or phone number]. |
Auto-reply
This email address is not constantly monitored and is only periodically checked [or insert a specific frequency e.g. once a day, three times a day] by a non-clinical staff member. As such, it is not possible to manage or respond to clinical queries via email. For any clinical queries please contact the practice on [insert phone number]. |
Additional resources
Avant - Email communication with patients: privacy and patient safety
Avant - Recommendations when using SMS messaging
Avant- Cyber: what you need to know
Office of the Australian Information Commissioner – Guide to securing personal information
Royal Australian College of General Practitioners – Using email in general practice
More information
For medico-legal advice, please contact us here, or call 1800 128 268, 24/7 in emergencies.
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 practise 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 judgement 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.
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