SOP – Management of Patient Email Enquiries

1. Purpose

To minimise medico-legal risk, administrative burden, and miscommunication, the clinic does not conduct patient communication via email.

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2. Scope

This policy applies to all patient emails, including but not limited to:
• Appointment booking, cancellation, rescheduling
• Medical enquiries
• Results
• Certificates or referral requests
• Any administrative requests

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3. Policy Statement

The clinic does not:
• Provide medical advice via email
• Manage appointments via email
• Engage in ongoing email conversations with patients

Email is not an approved patient communication channel.

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4. Procedure

4.1 Standard Handling

Upon receiving a patient email:
1. Do not answer the enquiry.
2. Do not provide explanations.
3. Do not begin conversation.
4. Send the approved standard template reply only.

If additional emails are received:
• Second email → resend the same template.
• Third email → no further response.

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4.2 Escalation

If the email appears to involve:
• Complaint risk
• Legal concerns
• Media risk
• Safety risk
• Threatening content
• Any matter the staff member is unsure about

The staff member must:
1. Not respond.
2. Escalate immediately to the Practice Manager and/or relevant staff
3. Await further instruction.

No exceptions are permitted without Manager approval.