Email is an attractive way for patients and doctors to communicate, however certain safeguards are required in order to maintain confidentiality and safety.
Types of email
We send out 2 types of emails – generic and specific.
Generic – These are emails that contain no specific clinical information about you. For example, information about flu campaigns, opening times or events that the practice is running. If we have an email address on file, then we will use it when we send out this sort of information.
Specific – These are emails that contain information about the person to whom the email is addressed. For example, invitations to asthma clinics or recommendations about medications. In order for us to send you information like this, we need you to consent to this. You can withdraw your consent at a later date just by letting us know.
Response times
EMAIL IS NOT TO BE USED FOR URGENT CLINICAL MATTERS.
The practice is concerned about being overwhelmed with emails to which people expect an immediate response and it is important patients:
- Use email appropriately
- Do not expect an immediate response from us
Process
- Our email in box will be opened by our Administrative staff
- Emails will then be forwarded as appropriate.
- A GP may not be in the Practice on that day or even during that week and therefore it will take up to 5 working days for emails that are directed to doctors to get to them so please do not expect a reply within a week.
Format of emails
We would ask that if you do email us, that it is clear in the title of the email to whom the email is addressed and what it is about. For example:
Att:Dr Caroe Ref: Blood Results for Mrs Smith 45, Furness Road.
Please be concise.
Confidentiality
As with all data on our clinical systems, email addresses will be kept confidential and not shared with 3rd parties unless you give us specific consent. Generic emails sent to a number email addresses will be sent as BCCs.
Unsubscribing
You can withdraw your consent for specific emails at any time. If you want to withdraw from generic emails, then let us know and we will delete your email address from our clinical system.
Standard bounce back message to be used for all emails
Thank you for your email. Please can we remind you that this email address is NOT to be used for urgent clinical matters. It will take up to 5 working days for this message to be passed to a doctor.
If you think that your matter is more urgent than this then please contact the surgery by phone.
Please can you ensure that any email that you send to us has in the title:
- Who you would like the email to go to
- A summary of what the email is about
Example Att: Dr Caroe Ref: Blood Results Mrs Smith, 45 Furness Road
- Please keep all emails as concise as possible and make sure that your enquiry is absolutely necessary. GPs in the Practice are extremely busy and we do not want them to be overwhelmed with emails and our service to you to suffer as a result.
Texts
Communicating via text SMS message is quick, cheap and simple.
If you have given us your mobile number then we will assume that you are happy for us to use it to send you messages directly related to your care. We will not use it for sensitive communications.
If you want to stop receiving texts from us, you can let us know at any point.
