Patient participation standard

PP2 – Communications

Standards for general practices (6th edition)
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      3. PP2 – Communications

PP2 | Communications

Consumer expectation statement: I expect that this practice coordinates its communication with me so that I can access and understand the information I receive to support and enhance my care.

PP2.A Members of the practice team communicate with consumers in a manner that supports timely and effective care/partnerships.

The practice:

  • facilitates communication between the practice team and consumers that supports timely and effective care/partnerships
  • facilitates the use of interpreters when consumers do not speak the primary language of the practice team
  • provides information in a format and language that is understood by the consumer
  • informs the consumer about the forms of communication it allows such as telephone and electronic communication including email, and advises the consumer:
    • of specific phone numbers and email address(es) they can use
    • of how long they can expect to wait for a response 
    • that they should not use email to contact the practice in an emergency 
  • has procedures to manage:
    • how messages are communicated by the practice team – internal electronic messaging systems are preferable
    • how communication with the patient is recorded in the clinical information system
    • how a message is given to the intended person and what to do if the intended recipient is absent
    • how the practice team can respond to messages in a timely manner.

 

PP2.B The practice communication systems advise consumers to call 000 in case of an emergency.

The practice:

  • has all practice communication systems inform consumers to call 000 if they have an emergency
  • directs consumers who have called the practice to call 000 in the event of an emergency.

PP2.C The practice uses digital communication systems to enhance patient care.

PP2.D If the practice uses social media, it does so in a way that enhances patient care.


Effective communication between members of the practice team and consumers contributes to building effective partnerships and delivering safe quality care.

Consumers have the right to:

  • receive information about the practice’s services, waiting times and costs
  • understand the information and recommendations they receive, including risks of different tests and treatments
  • make informed decisions about their health, treatments, referrals and procedures(29).

Effective communication with consumers allows consumers to: 

  • contact the practice during opening hours 
  • make appointments and receive other information in a timely fashion 
  • understand what to do in the event of a medical emergency
  • have urgent enquiries dealt with in a timely and medically appropriate way.


All communication systems at the practice need to direct consumers to call 000 in case of an emergency. When receiving calls, reception staff must first ask if the matter is an emergency and never put the caller on hold before asking this. If it is an emergency, the reception staff must direct the caller to contact 000.


For information about communicating with consumers electronically, see F8 – Information security

If the practice allows consumers to contact it by email or a website portal, the practice needs to inform them:

  • of the specific email address(es) or portal to use
  • of how long they can expect to wait for a response 
  • not to use email or the portal to contact the practice in an emergency. 


If the practice has patients who need to use other forms of communication (for example, they are from culturally and linguistically diverse backgrounds or have a specific communication requirement), the practice could use services such as:

The practice team needs to know how to access the NRS for patients who are deaf or have hearing or speech impairment.

Appropriately qualified medical interpreters are the preferred choice for patients who do not speak English or have limited English fluency. The TIS National Service is free of charge for all private medical practitioners providing services that are eligible for Medicare rebates. Reception staff are also able to use this service when arranging appointments or providing results to patients.

Although Aboriginal and Torres Strait Islander peoples may appear comfortable with English, they may still benefit from being offered an appropriate interpreter or support person, such as an Aboriginal and Torres Strait Islander Health Practitioner or Health Worker. 

Consider the needs of patients who require assistance with communication due to hearing, speech or visual disability, or cognitive requirements. Some people use what is referred to as  Augmentative and Alternative Communication (AAC) when they use a form of communication other than speech(30). For example, they might use:

  • body movement or gestures
  • sign language
  • a computer or other device
  • communication books or other printed material(30).

When communicating with a patient with a communication impairment, it is good practice to: 

  • ask the patient about the best way to communicate, if unsure
  • speak directly to the patient, even if they are accompanied by a third party acting as a support person, advocate, or interpreter
  • confirm the reason for their visit, their symptoms and other issues, and confirm that the patient has understood the information given to them
  • use appropriate apps (for example, those that allow voice activation translation or enable non-speaking people to communicate)
  • provide information in different formats, such as audio and Easy Read(31).

Further information about how the practice can communicate with patients with a communication impairment is available at Communication Rights Australia and Novita Children’s Services.

The practice could support trauma‑informed communication by:

  • avoiding asking patients about personal matters in public areas
  • providing reception staff with discreet prompts or procedures to move conversations to a private space when needed.

These approaches can help protect patient privacy and reduce distress during interactions with the practice.


There are potential risks when treating a patient who declines to use an interpreter, notably the possibility of a detrimental outcome if specific information is not communicated correctly to the patient or if the patient does not understand the information.

The practice could mitigate any associated risks if an interpreter is available, by:

  • offering the interpretation services to the patient
  • recording in the patient’s health record, that the patient declined an interpreter. 


Consider having a directory of resources, services, online tools and websites that will help the practice to provide information in plain English and languages other than English. The Health Translations Directory provides health practitioners with access to translated health information if they are working with culturally and linguistically diverse communities.


The practice needs to use digital communications and social media in a way that enhances patient care. Digital communications include, but are not limited to, the practice’s use of email, SMS and other electronic messaging apps, electronic health records, patient portals, mobile health apps, and remote patient monitoring. Social media encompasses any social media platforms used by the practice for the provision of patient care.

To raise patient awareness of the practice’s policies relating to the use of digital communications and social media, the practice could:

  • put its digital communications and social media policies on its website and social media platforms
  • have an automated response to digital communications from patients (such as email or SMS) that advises them of when they are likely to receive a response.
 
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