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There are multiple ways in which the practice and the doctors we support communicate with patients and third parties. Communication can occur through the following channels:

Face To Face

This can be via a consultation with your doctor or nurse or other interactions with other practice staff.


Patients can contact reception via telephone between 8:30am and 5.30 pm Monday to Friday. Outside of those times, reception has an automatic recorded message on its telephone system. Reception does not have a voicemail service.

Reception may use a triage system to help doctors assess the urgency of a patients’ needs and concerns. Reception will also perform a three-point identity check to ensure the correct patient file is matched to the patient on the phone.

Your doctor is not available by phone unless you have booked a telehealth appointment or in the event of an emergency. Your doctor is consulting during surgery hours and interruptions must be kept to a minimum as a courtesy to other patients.


Incoming faxes that are patient related are given directly to the patient’s doctor.


Your doctor and our reception staff do not use email to communicate personal information to you without your consent. Casino Medical Centre and your treating doctor are not able to guarantee that any communication via email is secure or confidential.

If patients elect to contact reception or their treating doctor via email, this will be taken as them providing consent for reception or their treating doctor to reply via email. If you have an issue that requires urgent attention, you should contact reception via telephone.


SMS messages are sent to remind patients of scheduled appointments, health reminders and health recalls. Please make sure you advise reception if there is a change to your mobile number. Please let reception know if you would like to be removed from the SMS list.


If you have opted out of SMS, you may be sent a letter regarding reminders or recalls.

Communicating With Patients With Special Needs

A contact list of translator and interpreter services and services for individuals with a disability is maintained, updated regularly and readily available at reception. These include:

Discussing Medical Information

The Practice Manager and reception are not able to provide medical advice or discuss any medical information over phone, email, or any other communication channel. If you wish to discuss your health, you will need to make an appointment with your doctor or a nurse.