Electronic communications policy of Dr Wilma Kruger-Steyn Psychiatrist
Electronic communication is now a standard part of modern society. It’s also widely used in professional communication. While electronic communication can be a great tool for doctor-patient communication, it’s important that all parties are aware of the possible pitfalls. We have created a basic policy for electronic communication. Although it is not comprehensive, it should serve as a guideline for electronic communication in our practice.
What kinds of communication are we referring to?
This policy covers all communication between the doctor/therapist and the client using any type of electronic communication. This includes phone, fax, Whatsapp, email, SMS, and other similar apps.
Why is important?
Doctors and therapists are required to respect confidentiality of patients within the legal limits. The POPI legislation (Protection of Private Information Act) provides more information about these legal issues. You can access it here: http://www.gov.za/documents/protection-personal-information-act
What are some of the dangers associated with electronic communication?
While we do our best to protect the confidentiality of patients, it is important that you are aware that electronic communications can not always be private and cannot guarantee privacy.
The receiver may not be able to confirm the identity of the sender.
Transmission of electronic messages can contain viruses and may be altered or damaged.
You may misunderstand or misread messages, especially if you are using a short-message application like Whatsapp or SMS.
Third parties could intercept electronic messages and share them without their consent.
There is a possibility of fraud and breaches of confidentiality when communicating electronically.
Your employer can inspect and review any email you send/receive to a work email address.
An electronic communication can be used in court as evidence.
These are just a few of the possible risks, but there could be more. Before you use electronic messaging, it is important to consider these risks.
Who has access to my electronic communications?
It will depend on the address and who you are sending it to. If you send it to your doctor or therapist’s private email address, it is more likely to be private than when you send it to our practice a-mail address reception@drkruger-steyn. It is important to ensure that it is sent to the right address. It is unlikely that confidentiality will be maintained if it is sent to one the practice email addresses. This is important to remember.
How do these messages get processed?
Many doctors/therapists will not receive e-mails or other communications during the workday, as we are often busy with clients and patients. These messages are not something we can look at for long periods of time. You can send them to reception or info, and they will be sent to the right person.
Doctors/therapists value the time spent with clients/patients. Therefore, electronic devices are often turned off during consultations or put on silent mode. You should not use Whatsapp, email or SMS if you have an urgent need to reach the office. Instead, call the office at 021 974 77677
Who will answer?
Please ensure that the communication is sent to the correct person if you need a specific person’s reply. You can also ask for a specific reply.
When is a response possible?
Electronic communications should be returned within a few days. Emails may not reach their intended recipients immediately after they are sent. Most doctors/therapists have a set time during the week to attend to administrative matters. It is possible that there will be some delay in responding. Expect a response within 24 hours.
For what purpose should electronic communication be used?
It can be used in many ways, but it is most commonly used to handle administrative and BRIEF treatment questions. It’s ideal for non-urgent cases.
For what purpose should it be used?
You should not use electronic communication for urgent messages, crises, or sensitive matters you don’t want to keep in your file or on a server.
You should not use it for prescriptions. This is due to privacy concerns that were raised earlier. Also, pharmacies will not accept emailed scripts unless they are sent directly to the pharmacy. Even then, prescriptions for highly-scheduled medications must be collected at the practice. Your pharmacist will insist that the original be used.
Do not use Whatsapp for communication with your doctor/therapist. It is only used for private matters.
Appointments can only be made by telephone. Please call our office 021 974 77677 to speak with a receptionist.
E-mail communications should not be used to have lengthy discussions or answer complicated questions. An e-mail consultation cannot replace a face-to–face meeting. It is generally not appropriate to use e-mail if the communication exceeds a few sentences. You should make an appointment to discuss your concerns with the doctor/therapist in person. The doctor/therapist won’t be able answer multiple messages/emails from the same person at once.
An electronic communication should not replace a face to face consultation.