Samford Valley Medical Centre Communication Policy
Current as of: October 2025
Samford Valley Medical Centre is committed to clear, respectful, and secure communication with our patients.
This policy outlines how we communicate, how you can reach us, and the safest ways to share information with the practice.
1. Contacting the Practice
You can contact us by:
📞 Phone: (07) 3289 2644
✉️ Email: admin@samfordmed.com.au (not for urgent matters)
🌐 Website: www.samfordmed.com.au
📍 Address: 26 Station Street, Samford Village QLD 4520
Our reception staff are available during opening hours to help you with appointments, general enquiries, and messages for your doctor.
2. Urgent Appointments and Emergencies
If you feel that an urgent appointment is required, please call our reception team.
We keep a small number of same-day appointments available each day for urgent needs.
⚠️ Do not use email for urgent or time-critical issues.
If you require immediate help, call 000 or attend your nearest public or private emergency department.
3. Email Communication
Please note that email is not a secure form of communication.
Our email account is not regularly monitored, and messages may not be seen promptly.
For your privacy and safety, we ask that you do not send clinical information or time-critical requests by email.
By choosing to email the practice, you acknowledge that information sent via unencrypted email carries some security risk.
If you need to discuss a clinical issue, please phone the practice or book an appointment instead.
4. Telephone and SMS Communication
Reception staff may take or relay brief non-clinical messages for doctors and nurses.
They cannot provide test results or medical advice unless specifically directed by your GP.
If you have provided consent, we may send SMS messages for:
Appointment reminders
Notification of normal test results
Recalls or reminders for follow-up care or screening tests
You can opt out of SMS communication at any time by advising reception.
5. Test Results and Follow-Up
It is important that you obtain the results of any investigations your doctor has requested.
Results will not be provided by reception unless your GP has arranged this in advance.
You may be notified of normal results via SMS (with consent).
If results need to be discussed, you will be contacted by phone, SMS, or letter to arrange a review appointment (in-clinic or telehealth).
Please ensure your contact details remain up to date.
If you have not heard from us within 3–5 days of your test, please contact reception to confirm your results.
Do not assume that your results are normal if you have not been contacted.
6. Social Media and Online Enquiries
We value connection with our community but cannot respond to clinical or appointment enquiries via social media platforms.
For all medical or administrative matters, please contact the practice directly by phone or email.
7. Respectful Communication
We are committed to maintaining a respectful and courteous environment.
Aggressive, abusive, or threatening communication—whether verbal, written, or electronic—will not be tolerated and may result in restricted contact with the practice.
8. Feedback and Complaints
We welcome constructive feedback to help us improve our service.
Please direct feedback to:
✉️ admin@samfordmed.com.au
📞 (07) 3289 2644
If you feel your concern has not been resolved, you may contact the Office of the Health Ombudsman (OHO) at www.oho.qld.gov.au or on 133 OHO (133 646).