Policy for the use of E-mails from Patients (Non-Urgent Medical Advice Requests Only)


The purpose of this policy is management of email communications from patients, during this Covid Pandemic the surgery is facing significant pressures and the need to communicate to patients via email, video and over the telephone rather than see patients face to face putting the patients and staff at risk. The use of emails as a method for patients to make non-urgent routine contact with the surgery.

Email Regarding Medical Matters

If you register your email address with us we will usually not use email to correspond with you regarding any clinical aspect of your healthcare. If you have given consent to communicate in this way the clinician may send you information.Generally email is not considered to be secure medium of communication. The most secure way to discuss medical matters is via a telephone consultation or a face to face consultation.

  • The surgery will ensure that all emails will receive an automatic reply once email received into surgery generic account within 24hrs.
  • Patients should be made aware that they are responsible for ensuring the correctness of their own email settings, to enable a reply received in their email inbox.
  • Only email personal information between practice and patient if both parties have a legitimate reason to send and receive it, and only do so if it is strictly necessary.
  • Once your email has been received into the surgery the email will be scanned into your patient medical records and once this is completed and actioned the email will be deleted from the generic email account.
  • All reception staff have access to the surgery generic email account, this is necessary so that if a receptionist is not in or not available then another colleague will bring the email to the doctors attention (all staff are governed by Patient Confidentiality and Data Protection)
  • There is also a risk of misdirection when sending emails. Users must double check that communication is being directed to the intended recipient.
  • We recommend all patients use a private email account, not a family or shared account, for the purposes of communication with the practice.
  • All email communication will be responded to via telephone, pleas ensure you include an up to date contact number in your e-mail.

Please do not use the generic email address if you need to speak to a doctor in an emergency

More info


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